Refund Queries

Returns

Gift Returns

Faulty Returns

Return & Refund FAQ's

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.

Wellbeing Blog

Terms & Conditions

Shop

Log In

NEOM Wellbeing EU

RETURNS & REFUNDS

Can I cancel my order?

Can I amend my order?

Can I add a gift card and message to my order?

Can I add a product to my order after I have already placed the order?

ORDER AMENDMENTS

I have received an incorrect item

I am missing an item from my order

My order has arrived damaged

ISSUE WITH AN ORDER

Can I get a VAT invoice?

Why has my payment not been accepted?

Can I purchase a gift card online?

Do you deduct VAT for shipping to the Channel Islands?

PAYMENTS & 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

My order is being sent to the wrong address, what should I do?

How do I track my order?

There has been no updates on my tracking since my order has been dispatched, what should I do?

My order is showing as delivered but I haven't received it?

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

MY DELIVERY

How long will delivery take?

If I am shipping my order abroad, will I be charged customs?

How much does delivery cost?

What delivery method do you use?

Do you deliver to a BFPO or a PO Box address?

Do you offer Click & Collect?

GENERAL DELIVERY ENQUIRY

DELIVERY

I have broken the cover for my Pod, can I get a replacement?

My Wellbeing Pod is faulty, what do I do?

My candle is not burning evenly, what should I do?

FAULTY PRODUCT

What is the difference between the Wellbeing Pods?

About the Wellbeing Pod

About the Wellbeing Pod Mini

About the Wellbeing Pod Luxe

Wellbeing Pod Maintenance

Wellbeing Pod Mini Maintenance

Wellbeing Pod Luxe Maintenance

Wellbeing Pod Warranty

Wellbeing Pod Mini Warranty

Wellbeing Pod Luxe Warranty

Wellbeing Pod FAQ's

Wellbeing Pod Mini FAQ's

Wellbeing Pod Luxe FAQ's

Why did you create a new version of your Wellbeing Pod?

Does my Wellbeing Pod come with a guarantee?

I need a new USB cable for my Pod Mini, can I get a replacement?

I need a new adaptor for my Pod, can I get a replacement?

THE WELLBEING POD

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

I've had an allergic reaction to one of your products, what should I do?

Do any of your products contain nuts?

Do any of your products contain Limonene?

Do you use Palm Oil in any of your products?

Do any of your products contain Phthalates?

ALLERGIES & INGREDIENTS

Can I use your products on my sensitive skin?

How long will my product last?

Are your products safe to use during pregnancy?

Are your products safe to use whilst I am breastfeeding?

Are your products safe to use around pets?

Are your products safe to use around/ on my baby or child?

Do NEOM test any products on Animals?

Are your products organic?

PRODUCT SAFETY

Are your products vegan friendly?

VEGAN

How do I care for my NEOM candle?

What is the shelf life of a NEOM candle?

How are your candles made?

What carrier fluid do you use in your Reed Diffusers?

What are your reeds made from?

CANDLE / REED DIFFUSER

PRODUCT & STOCK

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?

NEOM Store Returns

Return an order

Need a new returns label?

Return a Gift

Gift Receipts

Can I return a faulty item for a refund?

Faulty Products

Are returns free?

How long do I have to return an item?

Can I return an item if it has been opened?

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?

When will I receive my refund?

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

Non-Returnable Products

Returns Policy

KLARNA

NEOM Points

Can I use my NEOM loyalty points, as well as a promotional code?

Do my NEOM loyalty points expire?

NEOM POINTS

How do I update my personal details?

How do I reset my password?

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

How do I unsubscribe from your postal mailing list?

UPDATE PERSONAL DETAILS

How do I unsubscribe from your email marketing?

UNSUBSCRIBE

How do I use my new user discount?

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

How do I find out about offers and promotions?

How do I use a promotional code?

Do you offer NHS discount?

PROMOTIONAL CODE

MANAGE MY ACCOUNT

MY ACCOUNT