Delivery & Returns

UK STANDARD DELIVERY

FREE UK standard delivery on all orders over £40 or £4.95 on orders under £40. Delivery usually within 3-5 working days or Up to 7 working days during Sale and Promotional Periods.


UK Express*

£6.95 Orders placed before noon Monday to Thursday will arrive on the next working day before 5.30pm, except certain postcodes. Not including Saturday or Sunday. Orders placed before noon on a Friday will arrive on the following Monday. Excluding Bank Holidays.


Reserve & Collect

Your reserved item will be held at your chosen store for 24 hours from the time of your reservation.
The price shown on our Site is the maximum amount you will pay in store for the item you have reserved and is reflective of any promotions currently active.
Online promotional prices will be honoured when you pick up your item in store where possible. However, some gift with purchase items are subject to the store’s stock availability.


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.

CHRISTMAS DELIVERY – FINAL ORDER DATES BELOW:

UK Christmas order deadlines:

  • 48 hrs - Wednesday 20th
  • 24 hrs - Thursday 21st
  • Express 9, Express 10AM- Thursday 21st

Europe & Rest of World order deadlines:

  • Western Europe Thursday 14th – 15th December
  • USA/Canada Thursday 14th December
  • Rest of Europe and Rest of the World Thursday 30th November – Friday 15th December

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


Customs

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.


Import duty

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 Options

Delivery Option Delivery Price Estimated delivery time
UK STANDARD DELIVERY Free on all orders over £40 or £4.95 for orders under £40. 3-5 working days or 7 working days during sale and promotional periods.
UK Express* UK Express delivery is £6.95 on all orders. Orders placed before noon Monday to Thursday will arrive on the next working day before 5.30pm, except certain postcodes. Not including Saturday or Sunday. Orders placed before noon on a Friday will arrive on the following Monday. Excluding Bank Holidays.
Reserve & Collect FREE Your reserved item will be held at your chosen store for 24 hours from the time of your reservation.The price shown on our Site is the maximum amount you will pay in store for the item you have reserved and is reflective of any promotions currently active.
Online promotional prices will be honoured when you pick up your item in store where possible. However, some gift with purchase items are subject to the store’s stock availability.
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

BT24 BT25 BT30 BT35
BT47 BT48 BT49 BT51
BT52 BT53 BT54 BT55
BT56 BT57 BT58 BT60
BT61 BT64 BT65 BT68
BT69 BT74 BT75 BT76
BT77 BT78 BT79 BT80
BT81 BT82 BT92 BT93
BT94 FK18 FK19 FK20
FK21 IM PH10 PH15
PH16 PO30 PO31 PO32
PO33 PO34 PO35 PO36
PO37 PO38 PO39 PO40
PO41 IE AB30 AB31
AB33 AB34 AB35 AB36
AB37 AB38 AB41 AB42
AB43 AB44 AB45 AB52
AB53 AB54 AB55 AB56
GY1 GY2 GY3 GY4
GY5 GY6 GY7 GY8
IV13 IV14 IV15 IV16
IV17 IV18 IV19 IV20
IV21 IV22 IV23 IV24
IV25 IV26 IV30 IV31
IV32 IV36 IV4 IV40
IV52 IV53 IV54 IV6
IV63 IV99 JE PA21
PA22 PA23 PA24 PA25
PA26 PA27 PA28 PA29
PA30 PA31 PA32 PA33
PA34 PA35 PA36 PA37
PA38 PH17 PH18 PH19
PH20 PH21 PH22 PH23
PH24 PH25 PH26 PH27
PH28 PH29 PH30 PH31
PH32 PH33 PH34 PH35
PH36 PH37 PH38 PH39
PH40 PH41 PH49 PH50
TR21 TR22 TR23 TR24
TR25 GY9 HS IV27
IV28 IV41 IV42 IV43
IV44 IV45 IV46 IV47
IV48 IV49 IV51 IV55
IV56 KA27 KA28 KW
PA20 PA41 PA42 PA43
PA44 PA45 PA46 PA47
PA48 PA49 PA60 PA61
PA62 PA63 PA64 PA65
PA66 PA67 PA68 PA69
PA70 PA71 PA72 PA73
PA74 PA75 PA76 PA77
PA78 PH42 PH43 PH44
ZE

Returns, Refunds & Exchanges

Returns Policy

We hope that you love the Products as much as we do. However, if you’ve changed your mind about a Product and it’s within 28 days of receipt of your order, we’ll be happy to exchange it or give you a refund.


If you’ve changed your mind, or have decided to cancel the Contract you will receive a full refund of the price paid for the Products in accordance with our Refund Policy 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.


Refunds Policy

We will refund the price of the Products, our standard UK delivery and reasonable return costs incurred if you have:

  • Cancelled the Contract 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 28 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.


Exchanges Policy

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 a Contract 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.