Delivery & Returns
Please note, due to the developing situation, delivery services may be delayed or subject to change at short notice. At present we are still processing our online orders and will let you know when your order is on its way, which could take up to 14 working days.
Unfortunately we are currently unable to offer Express Delivery. As a result of our temporary store closures we’re unable to offer our Reserve & Collect service at this time.
To enhance the safety of others, delivery drivers will no longer be handing devices to customers for electronic signatures, but will instead log the name of the person accepting the parcel on their behalf. All other aspects of our delivery and returns terms and conditions remain the same.
Please note, this information is subject to change at any time, please ensure you refer to our website for up to date details which applies to your order. Thank you for your patience during this time.
UK STANDARD DELIVERY
FREE UK standard delivery on all orders over £40 or £4.95 on orders under £40 . Please note this is a signed for service. Delivery usually within 7-10 working days or Up to 14 working days during Sale and Promotional Periods (Inc Nov - Dec for Christmas). Excluding the Channel Islands. Channel Islands - standard delivery charged at £8 (ex VAT).
PLEASE NOTE: Parcelforce Delivery Terms
Parcelforce may at its discretion attempt to deliver the Consignment to an alternative address being either:
- a neighbouring address; or
- a local Post Office branch, where it can be collected during the next 16 days; and
If the Consignment is delivered to an alternative address, a customer contact card will be left at the specified address which has been completed with sufficient details to enable the Recipient to recover the Consignment; and
The Customer agrees that such delivery shall constitute delivery to the address specified as the delivery address on the Consignment.
Further information can be found on the Parcelforce website.
European (Within EEC)
£11. Please allow up to 14 working days for delivery
International (Outside EEC)
£30 on orders under £500.
£60 on orders over £500.
Please allow up to 14 working days for delivery
Unfortunately due to delivery restrictions ParcelForce are temporarily unable to deliver to the following countries:
Armenia, Barbados, Bermuda, Cayman Island, Cuba, Fiji, French Polynesia, Grenada, Guyana, India, Jamaica, Lebanon, Maldives, Mali, Mauritania, Mauritius, Montenegro, Nepal, Philippines, Rwanda, Samoa, South Africa, Sri Lanka, Tanzania, Tunisia, Ukraine, Zimbabwe
We apologise for any temporary inconvenience that this may cause.
Whilst we do everything we can to ensure customs clearance of your parcel, we advise that you check with your local customs before importing anything into your country that may be stopped or have charges applied at customs. Neal's Yard Remedies will not be liable for charges in the case of your shipment being stopped, charged for or disposed of at customs.
If you order Products from the Site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches the specified destination. Please note that you will remain responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.
|Delivery Option||Delivery Price||Estimated delivery time|
|UK STANDARD DELIVERY||Free on all orders over £40 or £4.95 for orders under £40.||7-10 working days or 14 working days during sale and promotional periods. Channel Islands - standard delivery charged at £8 (ex VAT).|
|European (Within EEC)||£11 on all orders.||Please allow up to 14 working days for delivery|
|International (Outside EEC)||£30 on orders under £500 or £60 on orders over £500.||Please allow up to 14 working days for delivery|
Postcodes excluded from our Express Delivery
Returns, Refunds & Exchanges
Covid-19 Temporary increase to returns period
We understand you may not be able to get to the post office or that you may find it more difficult during the current restrictions, so we have temporarily increased our returns period from 28 to 90 days until further notice. This extended returns policy may be subject to change at any time, please refer to our website to ensure you are aware of the current terms which apply to your order
If you’ve changed your mind about a Product and it’s within 90 days of receipt of your purchase, we’ll be happy to exchange it or give you a refund. All other aspects of our returns terms and conditions remain the same
If you’ve changed your mind, or have decided to cancel your order you will receive a full refund of the price paid for the Products in accordance with our Refund Notice set out below.
You must take reasonable care of the Products while they are in your possession and you will be responsible for any loss we incur if you do not take reasonable care. All that we ask is that the returned product and packaging is sealed, hasn’t been used and is in a re-saleable condition
Simply post the Product to the Customer Services Team, Neal’s Yard Remedies, Peacemarsh, Gillingham, Dorset, SP8 4EU (including a copy of the dispatch note) or take it into any Neal’s Yard Remedies store. As the postal system is outside of our control, Products are returned at your own risk.
We will refund the price of the Products, our standard UK delivery and reasonable return costs incurred if you have:
- Cancelled your order in accordance with your legal rights under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; or
- returned any unwanted Products to us within 90 days of your order; or
- notified us that you do not agree to a change in these Product Terms or in any related policies
If you don’t have the Despatch Note, we’ll give you a Gift Voucher or E-Voucher to the value of the most recent selling price.
Any refund due to you will only be made to the same credit or debit card originally used (or in the form of other method of payment) by you to pay for your purchase. Any refund due will be processed no more than 14 days after we receive the Products.
If the Products are faulty, damaged in transport or mis-described, please return the Product to us as soon as possible: call our Customer Advice Line on 01747 834 634 for a free Postage Return Label.
We will examine the returned Product and notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund for the faulty, damaged or mis-described Product.
Products returned by you because of a fault, damage in transport or mis-described will be refunded in full, including a refund of the delivery charges for sending the item to you.
If you’ve decided you’d like to exchange the Product and the product has not been used & seal remains unbroken, please let us know on the Dispatch Note with the returned Product. If you have not told us that you would like to exchange the Product, we will provide a refund.
*Unfortunately, due to health protection and hygiene reasons, we are unable to accept cancellation of your order or offer a refund or exchange on: homoeopathy, loose herbs or superfoods, make-up brushes or dispensed tinctures. If in doubt, please contact our Customer Advice Line on 01747 834 634.