Refunds & Returns

What should I do if I receive an incorrect or damaged item?
Please accept our apologies if you have received an incorrect or damaged item. Just pop us an email at or phone us on 0800 08 32 111 and we will resolve it.

What should I do if I want to return an item?
We are sorry that you were not happy with your purchase from Neal's Yard Remedies and are happy to refund any item if it is returned in an unopened condition, within 14 days of receipt. Please follow our simple step by step guide below.

Please get in touch with our Customer Services through email or phone using the details above. You will need your order number to hand, this can be found on your order confirmation email.

If your item arrived damaged, please email the photo to show our advisors.

Upon request, pop your item in the post back to us, with the address provided by our advisor. Unfortunately, we can only cover shipping costs if there is a problem with your order. Should this be the case our advisor will email a pre-paid returns label to your address.

Your refund will be completed within 10-14 days of us receiving the package.

How long does it take to get a refund?
We aim to refund all returns 14 working days after we have received the item at our warehouse.

What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.

Why can’t I speak to the same agent?
To help minimize customer waiting times, our system allocates the first available agent to a call and cannot guarantee that you will speak to the same agent every time. Rest assured we have a comprehensive notes system for every customer.

Why do I need to provide a photographic evidence / doctor’s certificate if I’ve had an allergic reaction?
Unfortunately not every return claim made is legitimate and we need to ensure evidence is provided by customers. This allows us to provide our customers with the best service possible.