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<div id="isPasted" style="color: rgb(0, 0, 0); font-family: &quot;Segoe UI&quot;, Calibri, Thonburi, Arial, Verdana, sans-serif, &quot;Mongolian Baiti&quot;, &quot;Microsoft Yi Baiti&quot;, &quot;Javanese Text&quot;; font-size: 1px; 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="color: rgb(0, 0, 0); font-family: Inter; font-size: 16px;">So sorry to hear that you have a faulty product. To report a faulty product that was received as a gift, please get in touch with our Customer Care Team with the below information:&#xA0;</span></div><div style="color: rgb(0, 0, 0); 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; font-family: Calibri; font-size: 11pt;"><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: &quot;Segoe UI&quot;, Calibri, Thonburi, Arial, Verdana, sans-serif, &quot;Mongolian Baiti&quot;, &quot;Microsoft Yi Baiti&quot;, &quot;Javanese Text&quot;; font-size: 1px; 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="color: rgb(0, 0, 0); font-family: Inter; font-size: 16px;">1. Gift receipt</span></div><div style="color: rgb(0, 0, 0); font-family: &quot;Segoe UI&quot;, Calibri, Thonburi, Arial, Verdana, sans-serif, &quot;Mongolian Baiti&quot;, &quot;Microsoft Yi Baiti&quot;, &quot;Javanese Text&quot;; font-size: 1px; 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="color: rgb(0, 0, 0); font-family: Inter; font-size: 16px;">2. Description of the fault</span></div><div style="color: rgb(0, 0, 0); font-family: &quot;Segoe UI&quot;, Calibri, Thonburi, Arial, Verdana, sans-serif, &quot;Mongolian Baiti&quot;, &quot;Microsoft Yi Baiti&quot;, &quot;Javanese Text&quot;; font-size: 1px; 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="color: rgb(0, 0, 0); font-family: Inter; font-size: 16px;">3. An image/ video of the product displaying the fault</span></div><div style="color: rgb(0, 0, 0); font-family: &quot;Segoe UI&quot;, Calibri, Thonburi, Arial, Verdana, sans-serif, &quot;Mongolian Baiti&quot;, &quot;Microsoft Yi Baiti&quot;, &quot;Javanese Text&quot;; font-size: 1px; 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="color: rgb(0, 0, 0); font-family: Inter; font-size: 16px;">4. An image of the batch code on the product (typically found on the base or back of the product)</span></div>

So sorry to hear that you have a faulty product. To report a faulty product that was received as a gift, please get in touch with our Customer Care Team with the below information: 1. Gift receipt2. Description of the fault3. An image/ video of the p

How to report a faulty gift

FAULTY PRODUCT

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

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?

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?

How do I make a complaint?

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?

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?

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

How do I reset my password?

How do I update my personal details?

Can I change my email address on my account?

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?

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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Klarna FAQs

KLARNA

How to report a faulty giftUpdated 7 months ago