Postage & Delivery

Standard Delivery (5-9 working days) - €5 or FREE on orders over €60
Order by 13th December before 4pm

Not in the EU? Go to our International section below.

All orders are sent using a Tracked Delivery Service and are delivered Monday - Saturday. Your delivery time frame will begin from the following working day if the order is placed after 2pm BST. A signature is not currently required at the point of delivery. Please note - All orders are shipped from the United Kingdom. 

€5 or FREE on orders over €60

• Please allow up to 9 working days for your order to be prepared, dispatched and delivered.
• Once your order has been dispatched, you will receive an email to confirm and a tracking number.
• During promotional periods, your order may take a little longer to arrive due to delays at customs.

Please note that during our Black Friday promotions, delivery timings may take a little longer than expected.

In the EU? Go to our EU delivery section above. 

United Kingdom - €5 or FREE on orders over €60
Ireland - €5 or FREE on orders over €60‌
USA - €15 or FREE on orders over €100‌
Rest of World - €25 or FREE on orders over €150

• Please allow up to 7 working days for your order to be prepared, dispatched and delivered
• We are currently experiencing delays with international shipping and will notify you via email with tracking details once your order has been shipped.
• Once your order has been dispatched, you will receive an email to confirm and a tracking number.
• During promotional periods, your order may take a little longer to arrive due to delays at customs..

Have a question?

Head over to our Help Centre to find out the answer to our most common queries!

Need to get in touch?

Contact our Customer Care Team here.

Our Christmas returns policy is 90 days from 1st November 2024 until 31st January 2025.

We understand that you may need to return an item from time to time. We are happy to offer FREE returns on all orders placed at https://eu.neomwellbeing.com/

We are happy to exchange or refund items if:‌‌

• Are returned to us within 28 days of receipt
• Are returned to us in perfect condition (we can only accept a return if it is unused)
• If the product is faulty or damaged on arrival*
• Have been purchased directly online at https://eu.neomwellbeing.com/

Please note: For health & hygiene reasons, we are unable to accept the return of NEOM Wonder Balms & Calming Pens.

Our stores cannot accept returns for items purchased online.‌

*For faulty/ damaged returns, please follow our Faulty Returns process in accordance with our Terms & Conditions 

In order for us to process your return as quickly as possible, please follow the steps below.

1. Fill out the returns form included inside your parcel and enclose this form with the items you wish to return.
2. Fill in your returns commercial invoice using the ‘How to fill in your returns commercial invoice’ guide also enclosed with your order and attach this to the outside of the parcel using the clear pouch provided.
3. Attach the returns label to the outside of your parcel, next to your commercial invoice.
4. Visit www.ups.com to arrange a collection or, take your return to your local UPS drop off point along with the return label included within your order.

Please note – We are unable to process an exchange and a refund will be issued.

When will I receive my refund? 

Once your return has been processed, your refund/exchange will be processed within 14 working days. We will notify you via email once this has been processed. 

Does your item need replacing? 

If you have received an item that is faulty or damaged, please view our Faulty Returns Policy, or contact our Customer Care Team here. 

Additional returns Information 

Please be advised that we are unable to take returns on products not purchased online at https://eu.neomwellbeing.com/ or from a NEOM store. If you purchased a product at one of our authorised retailers or counters, please contact them directly. 

‌Please ensure that the package is wrapped securely and for your protection, please retain your proof of postage as we cannot accept liability for goods lost or damaged in transit. 

Products purchased as a set can only be returned as a complete set, not as individual items. 

If a promotional gift has been included in your order, and a return is made reducing your qualifying total for this gift, the full order must be returned. We are unable to exchange items received as a free gift. 

‌When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply. 

Please note that our NEOM stores cannot currently accept online order returns in store. 

‌Please follow the online returns process detailed above. 

‌Any return will need to be made in accordance with the return/cancellation policy of the relevant retailer and should not be returned directly to us.

See Terms & Conditions

Have a question? 

Head over to our Help Centre to find out the answer to our most common queries!

Need to get in touch? 

Contact our Customer Care Team here.

‌Whilst we do everything we can to ensure customs clearance of your parcel, we advise that you check with your local customs before importing anything into your country that may be stopped or have charges applied. When shipping goods to an address outside of the United Kingdom, you are deemed to be the importer of the goods and must therefore comply with all the laws and regulations of the country into which the goods are being delivered. Cross border shipments may be subject to inspection by customs authorities.

‌NEOM Wellbeing will not be liable for charges in the case of your shipment being stopped, charged for or disposed of at customs. Subject to shipping destination.*

*We ship on DDP terms (delivered duty paid) to the following countries, which means no further charges will be applied past the point of checkout:‌

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Addresses

‌We are unable to ship to PO Box or BFPO/APO Addresses

‌Products

‌We are unable to ship any cosmetic products to Spain. We can only ship Candles, Reed Diffusers, Wellbeing Pods and Essential Oil Blends to a Spanish address. Spanish shipments containing a cosmetic product will be returned. 

We are unable to ship the below items to any destination outside of UK:

• Hand Sanitisers
• Home Mists
• Pillow Mists
• Natural Wellbeing Fragrances
• Wellbeing Discovery Collection
• Perfect Night's Sleep On The Go Collection
• Scent to De-Stress On The Go Collection
• Wellbeing Essential Oil Blends Collection
• Feel Refreshed Essential Oil Blend 10ml

‌

We are unable to ship the below items to Australia, New Zealand, Japan or Canada:

• Ylang Ylang, Vetivert & Tonka Bean Essential Oil Blend 10ml
• Orange Blossom & Neroli Essential Oil Blend 10ml
• Grapefruit, Mandarin & Eucalyptus Essential Oil Blend 10ml
• Black Pepper & Bergamot Essential Oil Blend 10ml
• Perfect Peace Essential Oil Blend 10ml
• Feel Good Vibes Essential Oil Blend 10ml
• Focus The Mind Essential Oil Blend 10ml
• Sensuous Essential Oil Blend 10ml
• Happiness Essential Oil Blend 10ml

This includes any bundles, duos, collections, or starter packs that also contain any of the above listed items.‌

If you have an item in your basket that cannot be shipped to your chosen shipping destination, where possible you will be notified at checkout.

Country Restrictions

We are unable to ship to a private Russian address, Kazakhstan and Saudi Arabia.

Have a question? 

Head over to our Help Centre to find out the answer to our most common queries!

Need to get in touch? 

Contact our Customer Care Team here.