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<div id="isPasted" style="color: rgb(0, 0, 0); font-family: Calibri; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">We&apos;re sorry to hear that you need to make a complaint. To do so, please get in touch via the link below.&#xA0;</span></div><div style="color: rgb(0, 0, 0); font-family: Calibri; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);"><br></span></div><div style="color: rgb(0, 0, 0); font-family: Calibri; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);"><a href="https://contact.gorgias.help/forms/rnygpm7g" rel="noopener noreferrer" target="_blank"><strong>SUBMIT A COMPLAINT</strong></a></span></div><div style="color: rgb(0, 0, 0); font-family: Calibri; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);"><br></span></div><div style="color: rgb(0, 0, 0); font-family: Calibri; font-size: 14.6667px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: pre-wrap; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><span style="font-family: Inter; font-size: 16px; color: rgb(0, 0, 0);">Where possible, please include your order number and any supporting images/ details that will help us handle your complaint efficiently. </span></div>

We're sorry to hear that you need to make a complaint. To do so, please get in touch via the link below. SUBMIT A COMPLAINTWhere possible, please include your order number and any supporting images/ details that will help us handle your complaint eff

How do I make a complaint?

GENERAL

Can I cancel my order?

Can I amend my order?

Can I change the delivery address on my order?

Can I add a gift message to my order?

ORDER AMENDMENTS

I am missing an item from my order.

I have received an incorrect item.

I haven't received my order confirmation email.

I haven't received a shipping confirmation email.

My order has arrived damaged.

ISSUE WITH AN ORDER

Can I get a VAT invoice?

Why has my payment not been accepted?

PAYMENTS AND GIFT CARDS

I am sending an order as a gift, do you include billing or payment information within the order?

Will you gift wrap my order?

Will my gift arrive in a gift bag?

BUYING A GIFT

ORDER ENQUIRY

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.

My tracking has not updated, what shall I do?

My order has been returned to NEOM, what should I do?

Delivery Terms & Conditions

MY DELIVERY

What delivery company do you use?

Where do you ship your products from?

How long does delivery take?

Do you ship internationally?

Will I be charged customs on my order?

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

GENERAL DELIVERY ENQUIRY

DELIVERY

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?

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 vegan friendly?

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

ALLERGIES & INGREDIENTS

The Wellbeing Pod Mini Technical Specification

The Wellbeing Pod 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?

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 Mini?

How do I care for my Wellbeing Pod?

How do I care for my Wellbeing Pod Luxe?

How are your candles made?

Are NEOM products certified organic?

How long will my product last?

PRODUCT CARE/INFO

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

Returns Policy

How to return a UK order

How to return an EU/US order

How to return a gift

Are returns free of charge?

Can I return more than one order together?

How long do I have to return an item?

How long does it take to process a return?

If I have purchased a bundle, can I return some of the items?

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

I returned an item to you, when will I know you have received it?

Non-Returnable Products

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

RETURNS

How long does it take for a refund to be processed and will I receive confirmation?

When will the refund show back in my account?

Can you refund me for an item I purchased elsewhere?

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

When can I expect my refund?

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

Why have I been refunded less than I had expected?

REFUNDS

I have a faulty product

FAULTY RETURNS

RETURNS & REFUNDS

How do I contact Customer Service?

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?

I am from another brand/ charity, how do I enquire about a partnership?

How do I contact you about a career with NEOM?

How do I contact your finance team?

Charity Requests

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

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

Why has NEOM Organics changed to NEOM Wellbeing?

What are NEOM points and how do I earn them?

My NEOM points are not showing on my account?

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

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

Do my NEOM points expire?

NEOM POINTS

How do I unsubscribe from email marketing?

How do I unsubscribe from your postal mailing list?

UNSUBSCRIBE

I can't log into my account, what do I do?

How do I reset my password?

How do I update my personal details?

Can I change my email address on my account?

MANAGE MY ACCOUNT

MY ACCOUNT

My discount code is not working

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

I'm unable to apply my discount code to my order, can you help?

How do I find out about offers and promotions?

Do you offer NHS discount?

Do you offer student discount?

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

DISCOUNTS

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How do I make a complaint?Updated 2 years ago