How it worksShop now. Pay later with Klarna. We’re excited to announce we have partnered with Klarna to bring you new ways to pay at checkout. Here’s how it works:. Step 1Add products to your cart and select “Klarna” when you check out. Step 2Enter a

How it works Shop now. Pay later with Klarna. We&#x2019;re excited to announce we have partnered with Klarna to bring you new ways to pay at checkout. Here&#x2019;s how it works:Step 1 Add products to your cart and select &#x201C;Klarna&#x201D; when you check outStep 2 Enter a few personal details and you&#x2019;ll know instantly if you&#x2019;re approvedStep 3 Klarna will send you an email confirmation and reminders when it&#x2019;s time to pay and you can manage your orders and payments in the Klarna app. Payments informationPay in 30 daysMake your purchase today so you can try before you buy. Only pay for what you keep. Pay up to 30 days later. No interest. No fees. Paying after delivery allows you to try before you buy and is the easiest way to shop online.<ul><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Complete the payment in full after purchase at no added cost</li><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Report returns directly in our app and only pay for the items that you keep</li><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Not making your payment on time could affect your ability to use Klarna in the future</li><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Debt collection agencies are used as a last resort</li></ul>Klarna&apos;s Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&amp;Cs apply.<a href="http://www.klarna.com/uk/terms-and-conditions">www.klarna.com/uk/terms-and-conditions</a> Pay in 3 instalmentsSpread the cost of your purchase into 3 interest-free instalments. The first payment is made at point of purchase, with remaining instalments scheduled automatically every 30 days. No interest or fees. Select the Klarna option and enter your debit or credit card information.<ul><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">&#xA0;A new way to pay that&apos;s an alternative to a credit card</li><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">3 instalments gives you flexibility to shop without interest or hidden fees</li><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Not making your payment on time could affect your ability to use Klarna in the future</li><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Debt collection agencies are used as a last resort</li></ul>Klarna&apos;s Pay in 3 instalments credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&amp;Cs apply.&#xA0;<a href="http://www.klarna.com/uk/terms-and-conditions">www.klarna.com/uk/terms-and-conditions</a> About KlarnaPay online or in the appReview your latest purchases and make payments in the Klarna app or online.<ul><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Download the Klarna app: <a href="https://www.klarna.com/app">https://www.klarna.com/app</a></li><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Log in online: <a href="https://app.klarna.com/login">https://app.klarna.com/login</a>.</li><li style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Chat with customer service: <a href="https://www.klarna.com/uk/customer-service/">https://www.klarna.com/uk/customer-service/</a></li></ul>Safe and secureWith Klarna, you are always covered through Klarna&#x2019;s Buyer Protection policy. Modern safeguards protect your information to prevent unauthorized purchases. Frequently asked questions&#xA0;Visit the FAQ <a href="https://www.klarna.com/uk/customer-service/">https://www.klarna.com/uk/customer-service/</a> page to find out more about using Klarna.About KlarnaAt Klarna, we have a relentless focus on creating the best shopping experience in the world. We believe payments are so much more than just a way to send money. That&#x2019;s why our smooth checkout options give you more time and control so you can focus on the things you love.<ul><li>More than 100 million shoppers are using Klarna</li><li>200,000 retailers are working with us worldwide</li><li>We&#x2019;re one Europe&#x2019;s largest banks and we&#x2019;ve been powering online checkouts for over 15 years</li></ul>Klarna&apos;s Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&amp;Cs apply. <a href="http://www.klarna.com/uk/terms-and-conditions">www.klarna.com/uk/terms-and-conditions</a>&#xA0;

About Klarna

Who is Klarna?Klarna is a payments service that helps you buy the things you want or need. Right now, over 100 million people worldwide use Klarna at over 200,000 online stores. How does Pay in 3 instalments work?Klarna’s Pay in 3 instalments is a cr

Who is Klarna? Klarna is a payments service that helps you buy the things you want or need. Right now,&#xA0;over 100 million people worldwide use Klarna at over 200,000 online stores. How does Pay in 3 instalments work? Klarna&#x2019;s Pay in 3 instalments is a credit product that lets you spread the cost of your&#xA0;purchases over 3 equal payments. Klarna will take the payments from your debit or credit&#xA0;card directly so you don&apos;t have to worry about missing a payment. Klarna will take the first&#xA0;payment when you make the purchase, the second 30 days later and the final payment 60&#xA0;days from your purchase date. You can see your past and future payments at any time using&#xA0;the Klarna app. How does Pay later in 30 days work? Pay later in 30 days is a credit product which lets you pay any time within 30 days of your&#xA0;purchase without interest or fees. You can make this payment using a credit or debit card on&#xA0;the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email&#xA0;once your order is confirmed with full details. You can see both past and future payments&#xA0;using the Klarna app. Am I eligible for Pay in 3 instalments and Pay later in 30 days? You need to be at least 18 years old and a UK resident to use Klarna&#x2019;s credit products&#xA0;including Pay in 3 instalments and Pay later in 30 days. When you choose Klarna they will&#xA0;also check the information you provide and your financial situation. Can I have multiple Pay in 3 instalments orders at the same time? Yes, you can. If you see Klarna Pay in 3 instalments or Klarna Pay later in 30 days when you&#xA0;go to an online checkout then Pay in 3 instalments and Pay later in 30 days is available to&#xA0;you. Every&#xA0; time you use Pay in 3 or Pay later in 30 days, Klarna will check to see whether&#xA0;you can use the services again for each additional purchase.&#xA0;&#xA0;What does Klarna consider when reviewing my application? Klarna offers Pay in 3 instalments or Pay later in 30 days based on a number of factors such&#xA0;as the purchase amount, and previous order history. If you are over 18, you can improve&#xA0;your chances of being offered Pay in 3 instalments or Pay later in 30 days by ensuring you&#xA0;provide your full name, accurate address details and arrange shipping to your registered&#xA0;billing address. All orders are assessed individually. Just because you have been accepted&#xA0;for Pay in 3 instalments or Pay later in 30 days before does not mean it will be offered for&#xA0;every order. In turn, if your application for Pay in 3 instalments or Pay later in 30 days is&#xA0;denied, it does not mean it will be denied for future orders. What do I need to provide when I make a purchase? If you want to purchase something using Klarna&#x2019;s Pay in 3 instalments or Pay later in 30&#xA0;days, you&apos;ll need to share your phone number, email address, current billing address and&#xA0;your credit or debit card details. If Klarna need to talk to you urgently they&apos;ll use the phone&#xA0;number you&apos;ve shared. For any other information Klarna need to share with you, they&apos;ll send&#xA0;this to your email address. Will a credit search take place? When you use Pay in 3 instalments or Pay later in 30 days, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.&#xA0; How do I make repayments to Klarna (Pay in 3 instalments)? Klarna will take your Pay in 3 instalments payments from the debit or credit card you shared&#xA0;when you made your purchase. Klarna will take the first payment when you make your&#xA0;purchase, the second payment after 30 days and the final payment 60 days from the day&#xA0;you made your purchase. You can see both past and future payments using the Klarna app. How do I make repayments to Klarna (Pay later in 30 days)? You can pay any time within 30 days of your purchase without interest or fees. You can&#xA0;make this payment using a credit or debit card on the Klarna app or logging into&#xA0;www.klarna.com/uk. Klarna will send you a confirmation email once your order is confirmed&#xA0;with full details.You can see both past and future payments using the Klarna app. I have been asked to go to the Klarna site. Is this correct? If you choose to pay for your order using Pay later in 30 days, Klarna will send you an email&#xA0;showing you how to pay. The email will have a link you can use to make this payment using&#xA0;your credit or debit card. Can I pay before the due date? Yes. Just go to the Klarna app or log onto Klarna.com/uk. Is my payment information safe? Payment information is processed securely by Klarna. No card details are transferred to or&#xA0;held by NEOM Organics. All transactions take place through connections secured with the&#xA0;latest industry standard security protocols. How do I know Klarna has received my payment? Klarna will notify you by email and push notification when a payment is due and when you&#xA0;have made or missed a payment. You can always check the status of your order and&#xA0;payments in the Klarna app or by logging in at <a href="http://www.klarna.com/uk">www.klarna.com/uk</a>. What happens if I don&#x2019;t pay for my order on time (Pay later in 3 instalments)? Pay in 3 instalments is a credit product and you are required to make your scheduled&#xA0;payments to Klarna. If Klarna is unable to collect your payment on the scheduled due date&#xA0;Klarna will make a further attempt to automatically collect payment seven days later. Should&#xA0;this next payment attempt fail, Klarna will make a final attempt to collect payment seven&#xA0;days later. They may continue to attempt to collect overdue and currently due payments on&#xA0;subsequent due dates, or invoice you separately for the unpaid total. Klarna may also share&#xA0;information about your missed payments with credit reference agencies. This means you&#xA0;may find it difficult or more expensive to use Klarna or other lenders&apos; credit products in the&#xA0;future. Full details can be found in the Klarna terms and conditions here. What happens if I don&#x2019;t pay for my order on time (Pay later in 30 days)? Pay later in 30 days is a credit product and you are required to make your payment to&#xA0;Klarna. Klarna may also share information about your missed payments with credit reference&#xA0;agencies. This means you may find it difficult or more expensive to use Klarna or other&#xA0;lenders&apos; credit products in the future. Full details can be found in the Klarna terms and&#xA0;conditions here. What happens if I don&#x2019;t pay for my order? If you don&apos;t make your payments you will be in arrears as Pay in 3 and Pay later in 30 days&#xA0;is a credit product. Klarna may then share information about your missed payments with&#xA0;credit reference agencies. This means you may find it difficult or more expensive to use&#xA0;Klarna or other lenders&apos; credit products in the future. Klarna may also refer any debt to a&#xA0;debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt&#xA0;is referred to a debt collection agency Klarna will share this information with credit reference&#xA0;agencies. I&apos;ve received a statement, but I&apos;ve not yet received my goods? If you have not received your goods please call NEOM Organics to check on your order and&#xA0;delivery status. You can also contact Klarna&#x2019;s Customer Service so that they can postpone&#xA0;the due date on your payment or put the order on hold in the Klarna app while you wait for&#xA0;the goods to arrive. What happens if I cancel or return my order? As soon as NEOM Organics has confirmed with Klarna that your cancelation / return has&#xA0;been accepted, Klarna will cancel any future scheduled payments as well as refund any&#xA0;amounts due. You will see the return in the Klarna app immediately. I have cancelled my order. How long will it take until I receive my refund? As soon as the store has registered your cancelation or your return, the refund will normally&#xA0;be processed within 5 business days. I have asked for a refund. How will I be refunded? Refunds will be issued back to the debit or credit card which was originally used at checkout. What happens to my statement, when I have returned the goods? Once NEOM Organics has received the return and Klarna have received our confirmation,&#xA0;Klarna shall refund any payments collected and cancel any future scheduled payments. You&#xA0;are always able to monitor the status of your order in the Klarna app. What happens to my statement when I have returned part of my order? Once NEOM Organics has received the partial return and Klarna have received our&#xA0;confirmation, an updated statement with an adjusted payment schedule will be sent to you&#xA0;by Klarna. You are always able to monitor the status of your order in the Klarna app. I haven&#x2019;t received an email with my statement/payment information. You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders&#xA0;and payment schedule information. I still have questions regarding payment, how can I get in touch? Visit Klarna app Klarna&#x2019;s Customer Service page for a full list of FAQs, live chat and&#xA0;telephone options. Klarna&#x2019;s Pay in 3 instalments and Pay in 30 days credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&amp;Cs apply.

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Can I cancel my order?

Can I change my order?

Can I change the delivery address on my order?

My order has arrived with an incorrect item, what shall I do?

My order has arrived and an item is missing, what shall I do?

I haven't received my order confirmation email, what shall I do?

I haven't received a shipping confirmation email, what shall I do?

ORDER ENQUIRY

What delivery company do you use?

Where do you ship your products from?

How long does delivery take?

I am unable to track my order, what shall I do?

My tracking states my order has been delivered, but I haven't received it. What shall I do?

My tracking has not updated, what shall I do?

My order has arrived damaged, what shall I do?

My order has arrived incomplete, what shall I do?

Do you ship internationally?

Do you deliver to a BFPO/ APO/ FPO address?

Will I be charged customs on my order?

Delivery Terms & Conditions

DELIVERY ENQUIRY

I have had an allergic reaction to a product, what shall I do?

Do you use Palm Oil in any of your products?

Do any of your products contain nuts?

Do any of your products contain Limonene?

Do any of your products contain Phthalates?

How are your candles made?

What carrier fluid do you use in your Reed Diffusers?

What are your Reed Diffuser reeds made from?

What are your candle wicks made from?

Are NEOM products certified organic?

Are NEOM products vegan friendly?

Where can I find a list of ingredients in my product?

ALLERGIES & INGREDIENTS

The Wellbeing Pod Technical Specification

The Wellbeing Pod Mini Technical Specification

The Wellbeing Pod Luxe Technical Specification

Does my product come with a warranty?

PRODUCT SPEC & WARRANTY

Can I use NEOM products if I have sensitive skin?

How long will my product last?

Can I use NEOM products during pregnancy?

Are NEOM products safe to use around pets?

Are NEOM products safe to use on children?

Are NEOM products cruelty free?

How do I protect my furniture?

PRODUCT SAFETY

How do I care for my candle?

How do I care for my Reed Diffuser?

How do I care for my Wellbeing Pod?

How do I care for my Wellbeing Pod Mini?

How do I care for my Wellbeing Pod Luxe?

PRODUCT CARE

I have broken the ceramic cover, can I get a replacement?

I have lost the adaptor for my Wellbeing Pod, can I get a replacement?

I have lost the rubber stopper for my Wellbeing Pod, can I get a replacement?

SPARE PARTS

PRODUCT & STOCK

How to report a faulty product

How to report a faulty gift

My item has arrived damaged/ defective, what shall I do?

My item is faulty but my purchase date was over 12 months ago, what shall I do?

My item is faulty but it was purchased elsewhere, what shall I do?

FAULTY PRODUCT

How can I return my order if I live in the UK?

How can I return my order if I live in the US?

How can I return my order if I like outside of the UK or US?

How will I know when you've received my return?

How long does it take to process a return?

What shall I do if I haven't heard from you regarding my return?

Can I return more than one order together?

Do I need a printer to return something?

How do I return a gift?

Can I return a faulty item?

Can I return an item that I have opened/ used?

Can I return part of a bundle?

If I return my order, do I need to return the promotional gift?

Are returns free of charge?

When can I expect my refund?

How long will the funds take before showing back in my account?

Why have I been refunded less than I had expected?

My original payment method is no longer valid, will I still receive my refund?

Can you refund me for an item I purchased elsewhere?

Non-Returnable Products

Returns Policy

RETURNS & REFUNDS

How do I contact Customer Service?

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How do I contact your PR team?

I am a NEOM stockist, how do I get in touch?

I am an influencer, how do I enquire about a collaboration?

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I am raising money for charity, how do I enquire about a donation?

I am interested in your sustainability commitment, how do I find out more?

I want to become a NEOM stockist, how do I enquire?

I'd like to enquire about a corporate order, who do I contact?

Why has NEOM Organics changed to NEOM Wellbeing?

GENERAL

What are NEOM points and how do I earn them?

My NEOM points are not showing on my account?

Do my NEOM points expire?

Can I redeem NEOM points and a discount code on the same order?

How do I unsubscribe from your postal mailing list?

How do I unsubscribe from email marketing?

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I have an account in a NEOM store, why can't I see this online?

MY ACCOUNT

My discount code is not working?

Can I use more than one discount code on my order?

Can I redeem a discount code and a promotional gift code on my order?

When will my discount code expire?

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Do you offer NHS discount?

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I am a new customer, do I qualify for a discount?

DISCOUNTS