Help Centre

As soon as your order is on its way, we'll send you a dispatch email confirming it's left us, along with a link to your tracking details. This will show you the courier handling your delivery and an estimated arrival date, updated as your parcel moves through their network.

You can also log into your account at any time to check on progress. Simply select the order you want to track and you'll see everything you need to know, including the delivery address we have on file and the items included. If you ordered as a guest, you'll find your tracking link in the original confirmation email instead.

Our standard UK delivery usually takes 3 to 5 working days from dispatch, though busier periods such as sale events or the run up to Christmas can add a day or two.

If it's been longer than that with no update, the first thing worth doing is checking the tracking link in your dispatch email directly with the courier, as sometimes there's a short delay before their system reflects the latest scan.

If there's still no movement, get in touch with our Customer Care team with your order number to hand and they'll look into it for you, including contacting the courier on your behalf if needed.

You can find all our delivery options, with full details, on our Delivery Information page. You’ll choose the option that suits you best at checkout.

Our standard UK delivery usually takes 3 to 5 working days from dispatch. Busier times, such as sale events or the run-up to Christmas, can add a day or two.

Once you've placed your order, our team gets to work on it straight away so that it reaches you as quickly as possible. Because of this, we're not able to make changes, including to the delivery address, once an order has been submitted.  

If something needs changing, such as an incorrect address, contact Customer Care as soon as you can and they'll talk you through your options. In some cases this may mean letting the order arrive and arranging a return, so the sooner you reach out, the more we can help.

As with amendments, we're not able to cancel an order once it's been placed, since our warehouse begins picking and packing it right away.

If you no longer want the order, contact our Customer Care team with your order number and they'll advise on next steps.

In most cases this means letting the parcel arrive and then returning any items you don't want, following our standard returns process, at which point we'll process a full refund.

Yes. You choose your delivery address at checkout. Your order will default to any address saved in your account, so to send it somewhere else, select “Add a new address” and enter the details.

If you’re sending a gift, you can also add a personal message once your products are in your bag.

Each order can only go to one address, so to send items to different people or places, place a separate order for each one.

To make this quicker, you can save several addresses in your account and pick the right one at checkout each time.

Yes. Once your products are in your bag, you’ll see the option to add a gift message before you check out. It’s a lovely way to add a personal touch when you’re sending something straight to someone special.

We accept Visa, Mastercard, American Express, Maestro, Discover, Diners Club, Union Pay, PayPal, Shop Pay, Apple Pay, Google Pay and Klarna. You’ll choose your preferred method at checkout.

To keep your payment safe, we and your card issuer may ask you to complete a quick security check before your payment goes through.

Yes. Our Customer Care team will be happy to take your order over the phone. Call us on 0204 553 8215 and they’ll take you through it.

We’ve paused deliveries to Australia and the Channel Islands for now, but we’re working hard to start shipping there again as soon as we can.

Once deliveries to the Channel Islands resume, orders there won’t be subject to VAT.

If you placed your order through a Home Consultant, for example at a party or event, your consultant is the best person to help. Get in touch with them directly about anything to do with that order.

For anything bought from another retailer or stockist, contact the seller directly, as they’ll be able to help with your order.

We’re not able to accept returns of products bought from another retailer.

We sometimes send items separately, particularly for larger orders or when one product needs to come from a different location, so that one delayed item doesn't hold up the rest of your delivery.

It's worth checking your dispatch email first to see exactly what's included in each parcel, since a missing item may simply be listed as part of another delivery.

If it isn't mentioned anywhere and enough time has passed, let Customer Care know and they'll sort it out for you. We'll always cover the cost of getting any missing items to you.

It's worth checking anywhere a parcel might have been left first, such as with a neighbour or a safe place at your property, since couriers sometimes note this in their delivery confirmation.

Please also check the tracking information for any photo or GPS tracking information which may help you locate the parcel. If there's still no sign of it, please contact Customer Care with your order number so they can investigate with the courier and get this sorted for you.

Email Customer Care a photo of the damage along with your order number, and an advisor will confirm the next steps for you.

Depending on the product and the extent of the damage, this could mean a replacement, a refund, or a prepaid label to send the item back to us.

We'll always aim to resolve this as quickly as we can so you're not left without the product you ordered for long.

Contact Customer Care with your order number and a quick description or photo of what actually arrived, and they'll get the correct item sent out to you as quickly as possible.

Depending on the situation, they may ask you to return the incorrect item using a prepaid label, though this won't hold up your replacement being on its way.

We're happy to refund any item returned unused, unopened and in its original condition within 14 days of receipt.

To get started, get in touch with Customer Care with your order number to hand and they'll guide you through the process, including where to send your return and what to include.

Once your return is on its way back to us, keep hold of your proof of postage until your refund has been confirmed, just in case.

Once we've received your returned item at our warehouse, our team checks it and processes your refund, which we aim to complete within 10 to 14 working days of it arriving with us.

We'll email you to confirm once your refund is on its way, and it should then appear back on your original payment method within a few additional working days, depending on your bank or card provider.

We are always sorry to hear if you are unhappy with the quality of a product, and we like the chance to put things right.

Let our Customer Care team know what's happened, including your order number and, if you can, a photo of the product in question, and they'll look into it to find the best way forward.

This might mean a replacement, a refund, or some guidance if the issue turns out to be down to how a product's being used or stored.

When a promotion is applied to your order, the discount is spread across every item in your basket. If you return something, you’ll be refunded the amount you actually paid for that item rather than its full price.

If your order came with a free gift, include it with the related items when you send your return.

If you paid with a gift card, your refund will go back onto a gift card for the same amount. You can then use it online or when you visit one of our stores.

You can manage your subscription at any time from the Subscriptions section of your account. From there you can skip an order, change your next order date, delivery frequency or quantity, or cancel an upcoming order. Please make any changes at least 24 hours before your next order ships.

Subscriptions are set up initially via 'Subscribe & Save' on a product page, where you choose how often you'd like it delivered, and you're only ever charged when each order actually ships.

Worth knowing: if a product you're subscribed to is discontinued, we'll email you to let you know and cancel that part of your subscription automatically, so you won't be charged for something that's no longer available.

For any other changes or cancellations, our Customer Care team is on hand to help.

A subscription sends your favourite products to you automatically at a frequency you choose, so you never run out. You’ll also get a discount on every subscription order.

To start one, select “Subscribe & Save” on a product page or in your bag, choose how often you’d like it delivered and check out. You’ll get a confirmation email with a link to the Subscriptions section of your account, where you can manage everything.

You’re only charged when each order ships. Your subscription will continue until you choose to cancel it.

Go to the Subscriptions section of your account.

• To change your delivery address: select “Change Shipping” under your current address, choose an existing address or add a new one, then select “Save Changes”. It will apply to all current and future subscription orders.
• To change your card: select “Change Billing”, edit your card or add a new one, then select “Save Card”. It will apply to all future subscription orders.

Make any changes at least 24 hours before your next order ships.

There are two reasons this can happen:

• A product has been discontinued. We’ll email you, and that item will be removed from your subscription so you’re not charged for it.
• Repeated late cancellations. If two or more subscription orders are cancelled within 24 hours of shipping, we may suspend future subscription orders for six months. We’ll email you if this happens.

To resubscribe, or if you have any questions, contact Customer Care.

Subscription orders need to be paid for by credit or debit card. We can’t currently accept gift vouchers, Klarna or PayPal for subscriptions. Loyalty and birthday vouchers can’t be used on subscription orders either.

Your first subscription order qualifies for any promotion running at the time, as long as it meets the spend threshold and other requirements. Later subscription orders aren’t eligible, as your subscription gives you ongoing savings through its discount and extra samples on every order.

To make the most of a promotion, you can skip or pause your next subscription order and place a one-off order instead. Your subscription discount won’t apply to that order.

Yes. You’ll earn NYRewards points on your first subscription order and on every repeat order after that. Loyalty vouchers can’t be used on repeat subscription orders.

All subscription orders are sent by our standard delivery service, so the delivery method can’t be changed.

NYRewards is our free loyalty programme, and joining takes moments. You can create an account online, or ask a member of the team to sign you up when you next visit one of our stores.

Once you're a member, you'll earn points every time you shop with us, plus extra points for things like signing up to our newsletter, referring a friend, following us on Instagram and on your birthday.

The more you shop with us over a 12 month period, the higher your tier moves: Bronze to start, Silver once you've spent between £80 and £159, and Gold once you've spent £160 or more.

Each tier unlocks better perks, from early access to new launches through to the chance to win a trip to our eco factory in Dorset.

Log into your account and visit our NYRewards page, where you'll be able to see your current balance alongside the rewards available to you at your tier.

To redeem a reward go to the checkout and select the one you'd like to use and a unique code will automatically be applied.

Rewards can typically only be used one at a time, so it's worth checking which offers best value before you apply it to an order.

Contact Customer Care with your order details and they'll check this for you.

A few things are worth knowing in the meantime: points are only earned from when you join NYRewards rather than added retrospectively to past orders, some exclusions also apply since gift cards, therapies and treatments don't earn points, and any unused points expire 12 months after your last purchase, so it's worth using them before then.

At checkout you'll find a 'Discount code' box where you can enter your code before completing payment.

If it's not applying, it's worth checking a few things: that the code hasn't expired, that it isn't excluded from sale or already discounted items, and that only one code is being used per order, since most offers can't be combined.

T&Cs and exclusions apply to most codes, so it's worth reading these if you're unsure.

If it's a loyalty voucher, make sure you're logged into your NYRewards account before applying it.

If you're still having trouble after checking all of this, our Customer Care team can help.

All of our current discounts and offers are available on the Offers page of our website, which will detail all available promotions currently running.

Our e-gift vouchers let you choose the amount and have it sent straight to the recipient's inbox, either instantly or scheduled for a future date such as a birthday, along with a personal message.

If you'd rather give something physical, you can download a printable version to pop in a card.

If you’d like to send an e-voucher to yourself, it’ll arrive instantly and you can save it to your Apple or Android digital wallet for easy access.

Gift vouchers are redeemable online or when you visit any of our stores, though not at other stockists selling our products.

To check a remaining balance, use the gift card balance checker on our site, or simply enter your gift card details at checkout and it will be applied automatically to your order total.

From time to time, products become temporarily unavailable due to high demand or the availability of a particular natural ingredient, and we always work to get them back in stock as quickly as we responsibly can.

Rather than checking back manually, look out for a 'Join Waitlist' option on the product page, which lets us email you the moment it's available again so you don't miss it.

Even with natural and organic ingredients, skin can sometimes react to a product. Stop using it straight away.

If you feel you need medical attention, contact your GP or healthcare practitioner, or call NHS 111.

For advice on the product itself, our Product Advice team is here to help. Email advice@nealsyardremedies.com or call 01747 834 634.

We have a wide range of vegan products, which you can find in our vegan collection.

Some of our other products contain animal-derived ingredients, such as beeswax. These are always produced without harming animals, but they aren’t suitable for vegans.

We’re certified cruelty-free and never test on animals. If you’re unsure about a product, our Product Advice team can help: email advice@nealsyardremedies.com or call 01747 834 634.

We use organic ingredients wherever possible and have worked with the Soil Association since 1991. Our ingredient lists show two types of certified organic ingredient:

• Organic ingredient (*): made directly from an organically grown plant.
• Organic origin (**): from an organic source, but processed into a different final ingredient.

Some ingredients, such as water, clay, salt and minerals, are pure and natural but can’t be certified organic because they aren’t grown in soil.

For more detail, contact our Product Advice team at advice@nealsyardremedies.com or on 01747 834 634.

Visit one of our stores, where you can try our testers and take samples home with you. For our fragrances, you can also order perfume samples online.

If you’re using a skincare product for the first time and think you may be sensitive or have allergies, we always recommend a patch test first.

You no longer need a password to log in. Enter your email address on the login page and we’ll send you a single-use code to access your account.

If the code doesn’t arrive within a few minutes, check your junk or spam folder.

Sign up on our email sign-up page and we’ll keep you up to date with exclusive offers, new launches and all the latest from Neal’s Yard Remedies. You don’t need an account to sign up.

If you do have an account, you can also manage your email choices from “Email preferences” once you’ve logged in.

Use the “Unsubscribe” link at the bottom of any of our marketing emails. You can also manage which emails you receive from “Email preferences” in your account.

Looking to cancel a product subscription instead? See “How do I pause, amend or cancel my subscription order?” in our Subscriptions section.

From time to time, we send post to people who have shopped with us or shown an interest in Neal’s Yard Remedies. It’s a way of sharing news, new launches and offers we think you’ll enjoy.

If you’d rather not receive post from us, you can opt out at any time. See “How do I stop receiving post from you?”.

You can find more about how we use your details in our Privacy Policy.

Contact Customer Care with your name and postal address and ask to be removed from our mailing list. We’ll stop sending you marketing post.

Please allow a few weeks for this to take effect, as some mailings may already be on their way. Opting out of post won’t affect any emails you’ve signed up to, and you can manage those separately.

We’d love to hear from you. Visit our Become a Stockist page to find out more and get in touch with our team.

Our Practitioner Discount Scheme (PDS) is for qualified therapists and practitioners. For full details and to apply, contact our Product Advice team at advice@nealsyardremedies.com or on 01747 834 634.

PDS cards are valid for two years. To renew yours, complete the renewal application form and send it to us with your current professional insurance certificate. You can email them to advice@nealsyardremedies.com or post them to us.

Contact our Product Advice team at advice@nealsyardremedies.com or on 01747 834 634 and we’ll arrange a replacement card for you.