<div data-block="true" data-editor="4a2v6" data-offset-key="4meg9-0-0" id="isPasted"><div data-offset-key="4meg9-0-0"><span data-offset-key="4meg9-0-0"><span data-text="true">At NEOM, we always want to make sure that you LOVE your products just as much as we do and, we totally get it... Sometimes we change our minds, have a change of heart or even a change in our Wellbeing need so, you might need to return them to us from time to time. To do this we have created a super simple and really quick process to make it that little bit easier!&#xA0;</span></span></div></div><div data-block="true" data-editor="4a2v6" data-offset-key="fb49k-0-0"><div data-offset-key="fb49k-0-0"><span data-offset-key="fb49k-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4a2v6" data-offset-key="435d9-0-0"><div data-offset-key="435d9-0-0"><span data-offset-key="435d9-0-0"><span data-text="true">So, first things first... Please check the list below as we can only accept any unwanted NEOM items for a refund or exchange if:</span></span></div></div><ul><li data-block="true" data-editor="4a2v6" data-offset-key="ab1ru-0-0"><div data-offset-key="ab1ru-0-0"><span data-offset-key="ab1ru-0-0"><span data-text="true">Returned within 28 days of receipt</span></span></div></li><li data-block="true" data-editor="4a2v6" data-offset-key="3a4i7-0-0"><div data-offset-key="3a4i7-0-0"><span data-offset-key="3a4i7-0-0"><span data-text="true">Returned to us unused and in their original condition (Original condition means that the product&#x2019;s packaging has not been opened, used, or damaged and the product is in a re-saleable condition!)</span></span></div></li><li data-block="true" data-editor="4a2v6" data-offset-key="3o20j-0-0"><div data-offset-key="3o20j-0-0"><span data-offset-key="3o20j-0-0"><span data-text="true">Purchased from us directly online at&#xA0;</span></span><a href="https://eu.neomwellbeing.com/" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="3o20j-1-0"><span data-text="true">https://eu.neomwellbeing.com/</span></span></a><span data-offset-key="3o20j-2-0"><span data-text="true">&#xA0;with a qualifying order number</span></span></div></li></ul><div data-block="true" data-editor="4a2v6" data-offset-key="44oic-0-0"><div data-offset-key="44oic-0-0"><span data-offset-key="44oic-0-0"><span data-text="true">(For hygiene reasons, we are unable to accept the NEOM Wonder Balm or Calming Pen as a return)</span></span></div></div><div data-block="true" data-editor="4a2v6" data-offset-key="bcptd-0-0"><div data-offset-key="bcptd-0-0"><span data-offset-key="bcptd-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4a2v6" data-offset-key="49r1l-0-0"><div data-offset-key="49r1l-0-0"><span data-offset-key="49r1l-0-0"><span data-text="true">If a promotional gift was included in your order and the remaining total of the order falls below the qualifying amount for the promotion, we kindly ask that the promotional product/s be returned alongside the &#xA0;product/s you are returning.&#xA0;</span></span></div></div><div data-block="true" data-editor="4a2v6" data-offset-key="4uvnd-0-0"><div data-offset-key="4uvnd-0-0"><span data-offset-key="4uvnd-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4a2v6" data-offset-key="6caai-0-0"><div data-offset-key="6caai-0-0"><span data-offset-key="6caai-0-0"><span data-text="true">To process your returns, please follow the steps below:&#xA0;</span></span></div></div><div data-block="true" data-editor="4a2v6" data-offset-key="cdtf-0-0"><div data-offset-key="cdtf-0-0"><span data-offset-key="cdtf-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="4a2v6" data-offset-key="1rdhj-0-0"><div data-offset-key="1rdhj-0-0"><span data-offset-key="1rdhj-0-0" style=" text-decoration: underline;"><span data-text="true">EU RETURNS</span></span></div></div><ol><li data-block="true" data-editor="4a2v6" data-offset-key="2h1li-0-0"><div data-offset-key="2h1li-0-0"><span data-offset-key="2h1li-0-0"><span data-text="true">Fill out the returns form included inside your parcel and enclose this form with the items you wish to return.</span></span></div></li><li data-block="true" data-editor="4a2v6" data-offset-key="7mee8-0-0"><div data-offset-key="7mee8-0-0"><span data-offset-key="7mee8-0-0"><span data-text="true">Fill in your returns commercial invoice using the &#x2018;How to fill in your returns commercial invoice&#x2019; guide also enclosed with your order and attach this to the outside of the parcel using the clear pouch provided.</span></span></div></li><li data-block="true" data-editor="4a2v6" data-offset-key="7ppkk-0-0"><div data-offset-key="7ppkk-0-0"><span data-offset-key="7ppkk-0-0"><span data-text="true">Attach the returns label to the outside of your parcel, next to your commercial invoice.</span></span></div></li><li data-block="true" data-editor="4a2v6" data-offset-key="aa3il-0-0"><div data-offset-key="aa3il-0-0"><span data-offset-key="aa3il-0-0"><span data-text="true">Visit&#xA0;</span></span><a href="http://www.ups.com/" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="aa3il-1-0"><span data-text="true">www.ups.com</span></span></a><span data-offset-key="aa3il-2-0"><span data-text="true">&#xA0;to arrange a collection or, take your return to your local UPS drop off point along with the return label included within your order.</span></span></div></li></ol><div data-block="true" data-editor="4a2v6" data-offset-key="2e0sr-0-0"><div data-offset-key="2e0sr-0-0"><span data-offset-key="2e0sr-0-0"><span data-text="true">Please note &#x2013; We are unable to process an exchange and a refund will be issued.</span></span></div></div><ul><li data-block="true" data-editor="4a2v6" data-offset-key="2s8hd-0-0"><div data-offset-key="2s8hd-0-0"><span data-offset-key="2s8hd-0-0"><span data-text="true">To ensure that your return is processed correctly, please include the dispatch note and select your return reason.</span></span></div></li><li data-block="true" data-editor="4a2v6" data-offset-key="7587c-0-0"><div data-offset-key="7587c-0-0"><span data-offset-key="7587c-0-0"><span data-text="true">Please ensure your parcel is packed suitably for transit to us.</span></span></div></li></ul><div data-block="true" data-editor="4a2v6" data-offset-key="2j3ti-0-0"><div data-offset-key="2j3ti-0-0"><span data-offset-key="2j3ti-0-0"><span data-text="true">Please note refunds and exchanges may take up to 14 working days to process. If you have not received your refund in this time please get in touch with our customer care team with your proof of return receipt and we can look further into this for you.&#xA0;</span></span></div></div><p>&#xA0;</p>

How to return an EU order

If you have been lucky enough to receive your lovely wellbeing item as a gift and know it was purchased directly from neomorganics.com, please contact our Customer Care Team here with the order reference received within the parcel. We can offer an ex

<p id="isPasted">If you have been lucky enough to receive your lovely wellbeing item as a gift and know it was purchased directly from neomorganics.com, please contact our Customer Care Team <a href="https://neom-organics-help-centre-eu.gorgias.help/en-US"><strong>here&#xA0;</strong></a>with the order reference received within the parcel.&#xA0;</p><p>We can offer an exchange for gift returns only, as long as we have proof of purchase and the items returned are current stock, in a resaleable condition. The exchange value will be the same as the last RRP price for the product. We are unable to offer a refund for gift returns.</p>

How to return a gift

Yes. You can create your free returns label here

<p>Yes. You can create your free returns label&#xA0;<a href="https://eu.neomwellbeing.com/pages/postage" id="isPasted" style=" text-decoration: none;">here</a></p>

Are returns free of charge?

We are unable to accept multiple orders in the same return. Please ensure you process one return per order only, to reduce the chance of errors when processing your return at our warehouse.

<p>We are unable to accept multiple orders in the same return. Please ensure you process one return per order only, to reduce the chance of errors when processing your return at our warehouse.&#xA0;</p>

Can I return more than one order together?

Please keep hold of your tracking information once you have returned your order back to us. If you have not received notification of your return being processed within 14 working days of the date it was received back to our warehouse, please reach ou

<p>Please keep hold of your tracking information once you have returned your order back to us. If you have not received notification of your return being processed within 14 working days of the date it was received back to our warehouse, please reach out to our Customer Care team and they will be able to assist you. We are unfortunately unable to expedite any returns before the 14th working day. &#xA0;</p>

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

We can exchange or refund items if they are returned to us within 28 days of receipt.

<h4 id="isPasted">We can exchange or refund items if they are returned to us within 28 days of receipt.</h4>

How long do I have to return an item?

Please allow up to 14 working days from the date of return for your return to be processed.

<p>Please allow up to 14 working days from the date of return for your return to be processed.&#xA0;</p>

How long does it take to process a return?

Products purchased as part of a bundle can only be returned as a bundle, not as individual items. Return of a individual item that was purchased as part of a bundle will not be refunded or returned back to you.

<h4 id="isPasted">Products purchased as part of a bundle can only be returned as a bundle, not as individual items. Return of a individual item that was purchased as part of a bundle will not be refunded or returned back to you.</h4>

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

If you qualified for a promotional gift in your order, and a return is made reducing your qualifying total for this gift, the full order must be returned. If the promotional product is missing from your return, your refund amount will be adjusted acc

<h4 id="isPasted">If you qualified for a promotional gift in your order, and a return is made reducing your qualifying total for this gift, the full order must be returned. If the promotional product is missing from your return, your refund amount will be adjusted accordingly.</h4>

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

We will notify you via email to confirm once your refund/exchange has been fully processed. If you have requested an exchange, a member of our Customer Care Team will be in touch via email to confirm this.Please allow up to 14 working days from the d

<h4 id="isPasted"><span data-sheets-userformat="{&quot;2&quot;:829,&quot;3&quot;:{&quot;1&quot;:0},&quot;5&quot;:{&quot;1&quot;:[{&quot;1&quot;:2,&quot;2&quot;:0,&quot;5&quot;:[null,2,0]},{&quot;1&quot;:0,&quot;2&quot;:0,&quot;3&quot;:3},{&quot;1&quot;:1,&quot;2&quot;:0,&quot;4&quot;:2}]},&quot;6&quot;:{&quot;1&quot;:[{&quot;1&quot;:2,&quot;2&quot;:0,&quot;5&quot;:[null,2,0]},{&quot;1&quot;:0,&quot;2&quot;:0,&quot;3&quot;:3},{&quot;1&quot;:1,&quot;2&quot;:0,&quot;4&quot;:2}]},&quot;7&quot;:{&quot;1&quot;:[{&quot;1&quot;:2,&quot;2&quot;:0,&quot;5&quot;:[null,2,0]},{&quot;1&quot;:0,&quot;2&quot;:0,&quot;3&quot;:3},{&quot;1&quot;:1,&quot;2&quot;:0,&quot;4&quot;:2}]},&quot;8&quot;:{&quot;1&quot;:[{&quot;1&quot;:2,&quot;2&quot;:0,&quot;5&quot;:[null,2,0]},{&quot;1&quot;:0,&quot;2&quot;:0,&quot;3&quot;:3},{&quot;1&quot;:1,&quot;2&quot;:0,&quot;4&quot;:2}]},&quot;11&quot;:4,&quot;12&quot;:0}" data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;We will notify you via email to confirm we have recieved your return and your refund has been processed. If you have requested an exchange, a member of our Customer Care Team will be in touch via email to confirm this.\n \nPlease note: Returns can take up to 14 working days to be processed. \n&quot;}" style="font-size: 18px;color: #4d4d4d;">We will notify you via email to confirm once your refund/exchange has been fully processed. If you have requested an exchange, a member of our Customer Care Team will be in touch via email to confirm this.</span></h4><h4 id="please-allow-up-to-14-working-days-from-the-day-that-we-receive-your-return-back-for-your-return-to-be-processed-before-contacting-us"><span data-sheets-userformat="{&quot;2&quot;:829,&quot;3&quot;:{&quot;1&quot;:0},&quot;5&quot;:{&quot;1&quot;:[{&quot;1&quot;:2,&quot;2&quot;:0,&quot;5&quot;:[null,2,0]},{&quot;1&quot;:0,&quot;2&quot;:0,&quot;3&quot;:3},{&quot;1&quot;:1,&quot;2&quot;:0,&quot;4&quot;:2}]},&quot;6&quot;:{&quot;1&quot;:[{&quot;1&quot;:2,&quot;2&quot;:0,&quot;5&quot;:[null,2,0]},{&quot;1&quot;:0,&quot;2&quot;:0,&quot;3&quot;:3},{&quot;1&quot;:1,&quot;2&quot;:0,&quot;4&quot;:2}]},&quot;7&quot;:{&quot;1&quot;:[{&quot;1&quot;:2,&quot;2&quot;:0,&quot;5&quot;:[null,2,0]},{&quot;1&quot;:0,&quot;2&quot;:0,&quot;3&quot;:3},{&quot;1&quot;:1,&quot;2&quot;:0,&quot;4&quot;:2}]},&quot;8&quot;:{&quot;1&quot;:[{&quot;1&quot;:2,&quot;2&quot;:0,&quot;5&quot;:[null,2,0]},{&quot;1&quot;:0,&quot;2&quot;:0,&quot;3&quot;:3},{&quot;1&quot;:1,&quot;2&quot;:0,&quot;4&quot;:2}]},&quot;11&quot;:4,&quot;12&quot;:0}" data-sheets-value="{&quot;1&quot;:2,&quot;2&quot;:&quot;We will notify you via email to confirm we have recieved your return and your refund has been processed. If you have requested an exchange, a member of our Customer Care Team will be in touch via email to confirm this.\n \nPlease note: Returns can take up to 14 working days to be processed. \n&quot;}" style="font-size: 18px;color: #4d4d4d;"><br>Please allow up to 14 working days from the day that we receive your return back for your return to be processed before contacting us.&#xA0;</span></h4>

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

Unfortunately, we are unable to accept returns of sealed goods for health protection and hygiene reasons if the seal has been opened by you after delivery. For health & hygiene reasons, we are unable to accept the return of NEOM Wonder Balms and NEOM

<p id="isPasted">Unfortunately, we are unable to accept returns of sealed goods for health protection and hygiene reasons if the seal has been opened by you after delivery.&#xA0;</p><p>For health &amp; hygiene reasons, we are unable to accept the return of NEOM Wonder Balms and NEOM Calming Pens.</p>

Non-Returnable Products

Use our contact form to send us an email and we'll get back to you as soon as we can.

Give us a call and speak to a member of the team.

Returns

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NEOM Wellbeing EU

RETURNS & REFUNDS

RETURNS

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?

How much does delivery cost?

Do you deliver to a BFPO or a PO Box 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 long does it take for a refund to be processed and will I receive confirmation?