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NEOM Wellbeing EU

If your order has shipped, you can track it using the order tracking number sent in your dispatch confirmation email for the latest delivery updates. If you have not yet received your dispatch confirmaiton email, you can view your order status by visiting your customer account. 

If the carrier is showing that your order has been delivered, but you have not received it, please ensure you check in any safe places at the property or with any neighbours who may have accepted this on your behalf. If you are still unable to locate the parcel, please get in touch with our Customer Care team who can assist. 

Please kindly allow the full delivery time frame for your order to arrive.

My order has not arrived

Due to the size of some of our products, we may send your order in multiple boxes. The label on the box will indicate how many boxes your order has been sent in. If it is 1 of 2, the second part of your order may have been sepearted in transit and is typically delivred within 48 hours. If the remaining box does not arrive after 48 hours, please do let us know. 

If your order looks to have arrived in full and you are still missing an item, please ensure all void fill is removed from the box as this may have dropped to the bottom of the box. 

If you are still unable to locate the missing item, please do let us know and we'd be happy to look into this further for you.

I am missing an item from my order

If you are experiencing a fault with your NEOM product, please reach out to our Customer Care team with the below information. 

1. Order number
2. Description of the fault
3. Short video capturing the fault
4. An image of the base or back of the product displaying the batch number

Once received, our team will review the fault with you and advise on how the fault can be rectified. Alternatively, if the fault can not be rectified then a repalcement/ refund may be issued in line with our terms and conditions.

I have a faulty product

Promotional codes can be applied at checkout and cannot be used in conjunction with any other offers. 

If your code is for a complimentary gift, please ensure you meet the minimum required spend to qualify for the complimentary gift and that the code is entered in the correct box on the basket page, before proceeding to checkout. 

If your code is for a % discount, please proceed to checkout and enter the code in the box before payment. 

Please note - Promotions run for a limited time only and therefore cannot be redeemed after the promotional offer has ended. Please visit our T's & C's for more info.

My discount code isn't working

If you would like to cancel or amend your order, you can request this via our tracking portal. To access the tracking portal, click the back arrow in the top right corner of this chat and select 'Track and manage my orders' and enter your email address or SMS. You will then receive a code to view your order history. Please ensure your details match those on the order to view your order history. 

If your order is still in process, you will see an option to cancel your order. Click 'Cancel' and 'Request Cancellation' to send your reqest to our team. If the option to cancel your order does not appear, your order has already been processed and can not be cancelled or amended at this time.

Please note - Cancellation requests are not guaranteed. You can refuse delivery or use our free returns service to return an order.

Cancel my order

Your order is still in being worked on in our warehouse. We'll notify you via email as soon as it ships! 