Help Center

Australia Update

As we work hard behind the scenes to improve our service and elevate your customer experience, we will be temporarily pausing our shipments to Australia from the 31st August 2022. We appreciate your patience and understanding.

My Account

To shop with us, you’ll need a valid email address. Simply visit our sign up page to register.

We’d love to keep in touch with news on exclusive offers, new products and all the latest news from Neal’s Yard. You can choose to receive our notifications when you register for an account.

If you are already registered and wish to receive these emails, you can update your preferences by selecting the ‘email preferences’ option in account. You can also make changes to your details, whether it’s your payment information, password or address book.

Don’t worry – it happens to all of us! Just visit the log-in page and select ‘forgotten your password’, enter your registered email address and we’ll send you instructions on how to reset your password.

We’d love to stay in touch, but we respect your privacy. If you no longer want to hear from us with offers and promotions, please use the ‘unsubscribe’ option in the
footer of the email.

Ordering & Payment

Your account will show any previous orders you’ve placed.

Click on the order you want to view to find out more. If the order has been sent tracked,
then you’ll be able to click through to track it from your account.

The email we sent you regarding the dispatch of your order will also let you know when we
expect the order to arrive.

We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

We may ship items separately in the event of one or more of the items being delayed.

Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses, but you can choose to add a new one by clicking
‘Add a new address’.

Once an order has been successfully placed, you are unable to cancel or change any details. This is because our team start preparing orders without delay.Please reach out to our Customer Service team via email at customercare@nealsyardremedies.com or phone us on 0800 08 32 111 and we will resolve it.

Once your order has been placed unfortunately, we are unable to make any delivery amendments.

You cannot change your order once it has been placed, you will need to return your order and place a new order.

Yes! Our Customer Service team would be more than happy to assist you.

Just phone us on 0800 08 32 111 and we will resolve it.

No! You will not be subject to VAT at checkout.

From time to time, products might be unavailable due to high demand or for reasons such as ingredient availability. We’ll always do our best to bring the item back to stock as soon as possible.

For all orders made through a consultant, for example at a party or an event, you need to contact your consultant who will be able to help you.

For all purchases made from a 3rd party you need to contact the seller directly for any queries you have. Unfortunately, we are not able to accept returns of products purchased from a 3rd part.

Payments and Discount Codes

We accept Visa, Mastercard, Amex, Discover, Diners Club, Paypal, Shop Pay, Apple Pay, Google Pay & Facebook Pay. You can select your preferred payment method at checkout. Just to let you know, for your safety and security, along with your card issuer, we will ask you to complete validation and authorisation checks during the checkout process.

Once you’ve found all the items that you want, continue to checkout. Here you will find ‘Discount
code’ where you can add your code.

If you have any problems entering the code then you can contact our Customer Service team.

Yes! We accept our gift cards purhcased instore or online at checkout - just enter the card details.

If you would like to check your gift card balance before you get to the checkout or purchase a giftcard for someone then please visit the link here.

You can choose to have your e-gift voucher sent directly to the recipient on any future date in the morning, afternoon or evening.

Simply enter the amount you want to load to the voucher, add their details and a message, and we'll make sure it lands in their inbox on time. Alternatively, you can download a printable PDF to slip in a card.

If you'd prefer to send an e-voucher to yourself, simply enter your email address and it'll be delivered instantly. You can then save it to your digital wallet on an Apple or Android device for easy access.

Our gift vouchers are now available to redeem online and in store.

Refunds & Returns

Please refer to our returns policy page for more information.

If you still need help or have any further questions then our Customer Service team is on
hand to help. Just pop us an email at customercare@nealsyardremedies.com or phone us on 0800 08 32 111 and we will resolve it.

Please refer to our returns policy page for more information.

If you still need help or have any further questions then our Customer Service team is on
hand to help. Just pop us an email at customercare@nealsyardremedies.com or phone us on 0800 08 32 111 and we will resolve it.

As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way.

If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team.

In the unlikely event that our products fail to meet our high standards or we send you the wrong item, please contact us to tell us more via
customercare@nealsyardremedies.com or phone us on 0800 08 32 111 and we will resolve it.

To help us assist you quickly, it’d really help if you could have the following information to hand before you contact us. Don’t worry if you can’t though, we
can help once you get in touch.

1. Order number

2. Product name

3. Details of the fault

4. Images that support the fault, if applicable

As soon as we’ve investigated your enquiry, we’ll let you know what we’re doing to help by
sending you an email.

Orders paid with a gift card will receive the same amount returned onto a gift card.

Where promotions have been applied, discounts will be applied to each item in the basket. In the event of a return, you will only be refunded the amount paid. If your order contained a free promotional gift, the gift must be included with the return of any related items.

Delivery

We’ll send you an email as soon as your order is on the way.

For tracked orders, you can use the tracking link provided in your email, or in your account to check on your order.

Have you checked for any delivery cards? Your parcel may have been left somewhere safe,
such as with a neighbour or taken to a local depot.

Our Delivery Information page can give you more information and timescales.

If you do need to report your order as lost, then please contact our Customer Services team via 0800 08 32 111.

Once your item has shipped, you can track your delivery. Your tracking number can be found on your shipping confirmation email.

If you would like to send orders to more than one address, please place a separate order for each delivery address. To make this more convenient you can store more than one address in your account and select the chosen delivery address at checkout.

All our delivery options can be found on our Delivery Information page.

Products

Unfortunately, in some cases using organic ingredients does not eliminate the possibility of an individual skin reaction. Please contact our Customer Service team, who will be able to assist you with any concern you may have. If you feel you require immediate medical attention, please contact your health care practitioner. You can contact our team by visiting the Contact us page.

We have a range of vegan products, which can be found here. Some of our other products do contain animal derived ingredients. All these ingredients are produced without causing any harm to the animals however they would not be suitable for vegans.
If you are unsure or for further details please contact the Product Advice Team on 01747 834 634 or advice@nealsyardremedies.com

We endeavour to use organic ingredients wherever possible. We have worked closely with the
Soil Association since 1991 using certified organic ingredients and in 200 developed standards for the first certified organic skin care range. As of 201 all our new cosmetic products will also be certified to a new global organic
standard under COSMOS which is the new Cosmetic Organic Standard.

You can identify the two types of certified organic ingredients on the product ingredients listed as follows:

1. Organic Ingredient: Directly produced from an organically grown plant source ‐ marked
with a single asterisk

2. *Organic Origin: Comes from an organic source but has been processed to produce a
different final ingredient ‐ marked with a double asterisk **

Not all ingredients we use can be Soil Association certified organic because some of these such as water, clay, salt and minerals, although pure and natural, cannot be classed organic because they are not grown from soil. For further details or clarification please contact Product Advice on 01747 834 634 or
advice@nealsyardremedies.com

We would recommend visiting one of our stores where you can try out the 'testers' and take samples home with you. We always recommend doing a patch test if you are using a skincare product for the first time and are concerned you may be
sensitive or have allergies.

Therapists, Professionals, Virtual Consultations and Businesses

Please contact our Product Advice team on 01747 834634 or advice@nealsyardremedies.com

Please contact our Product Advice team on 01747 834634 or advice@nealsyardremedies.com
and we can organise a replacement to be sent to you.

Your PDS card is valid for 2 years. To renew it you need to complete the renewal application form and either email advice@nealsyardremedies.com or post it to us along with your current professional insurance certificate.

Please contact advice@nealsyardremedies.com or phone on 01747 834634 for full details

Still need help?

If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the Contact us page.