Frequently Asked Questions
If you can't find the answer you're looking for then please get in touch either by phone on 01423 878810 (Mon-Thur 9:30-17:30, Fri 9:30-16:30) or send an email to email@example.com.
Shopping With Neom
I need some product advice, can you help me?
Yes we can! We are more than happy to answer any questions you may have about our products. Either give us a call on 01423 878810 or send us an email to firstname.lastname@example.org.
What payment options do you have?
Payments on our website are made through SagePay for fast, secure and reliable payment. We accept Visa, Mastercard, Maestro, Solo and American Express cards.
Is it safe to use my credit card?
Yes it is! When you order online with us, we use Secure Socket Layer (SSL) encryption technology so you can be assured that your order will be placed safely and securely.
In order for encryption to take place, your browser must have the SSL protocol. We recommend using the most recent version of either Google Chrome, Mozilla Firefox or Internet Explorer.
Can I get Neom samples?
Samples are one of the most requested products at neomorganics.com. We do not currently offer them but it is something we are looking in to.
How do I use my promotional code?
To redeem a promotional code, simply enter a valid Neom code when prompted to do so on the basket page. Please note only one promotional code can be used per order. Promotional codes do not apply to already reduced items and kits.
How do I find out about offers and promotions?
Our newsletters are the best place to get amazing offers and promotions. If you're not already signed up, head over to our Sign-Up page, or click the Newsletter Subscriptions option in your account dashboard.
Do you offer a discount for very large or corporate orders?
Yes we do! We are always happy to work with corporate clients. Get in touch directly with our Business Development Manager.
Can I buy your products locally?
If you live in the London area you can now purchase Neom products from our flagship store, the Wimbledon Store & Treatment Rooms. We’re at 38A High Street, Wimbledon Village, SW19 5BY.
Otherwise Neom products are stocked in many leading home and beauty stores. Our top stockists include John Lewis, Fenwicks, Selfridges, Heals & Brown Thomas. If you would like to find your nearest stockist, please send go to our Stockist Locator page.
What are Neom Points and how do I earn them?
Neom Points are earned with every purchase on neomorganics.com for those with an account. Points can be redeemed against future purchases from neomorganics.com. Please make sure you're logged in to collect and spend Neom points.
Please go to our Neom Points page for further information.
Can I use my Neom Points & a promotional code on the same order?
Yes they can be used together. Just add your promotional code as normal, and select the option to redeem your points when prompted.
Are your products certified organic?
Wherever possible we clearly label the percentage of the ingredients that are organic and the percentage that are natural. Our candles do not have the ingredients listed as they are not used on the skin. So for example our body lotions are made from 94% certified organic ingredients and 6% natural ingredients.The finished products are not certified organic but the organic ingredients we use are certified organic. And remember... we absolutely never ever use any synthetic ingredients petrochemicals, SLS, parabens, PEGs or silicone.
Are Neom candles 'Organic' or are they 'Natural'?
Well this is an interesting debate! Our candles are quite simply made from a blend of 100% natural vegetable waxes and 100% natural pure essential oils. Furthermore we have had independent tests to confirm that there are no chemical fertilisers or synthetic pesticides used in the farming stages that make those waxes and essential oils. The widely agreed definition of organic is something that is 100% natural and is free from synthetic pesticides and chemical fertilisers. Our candles are just that.
However organic certification bodies do not certify candles. We are being told this is because candles are neither a food item nor a beauty product so they don’t fall into the scope of what the certification bodies cover. We are campaigning hard behind the scenes to change this.
So in summary yes our candles are organic as they are 100% natural and free from any chemical fertilisers and synthetic products but at the moment we cannot get a certification body to provide us with an organic certificate to confirm that.
Are your products or any of the ingredients used in the products tested on animals?
No. None of our products or ingredients used are tested on any animal.
Where can I see what ingredients are contained in the products?
You can view the ingredients by clicking on the 'Ingredient' tab on each product page. The ingredients are also listed on the swing tags and packaging of all the Bath Time and Body Care products.
I am a vegan and don't use beeswax – can you tell me if I can use your products?
Our candles do contain a very small amount of beeswax. We include this to achieve optimum burn quality and for its incredible natural cleansing benefits - beeswax emits negative ions that actually clean the air by getting rid of odours, pollens, smoke, dust, dust mites, viruses and other allergens and hazards.
I have a nut allergy. Are you products safe for me to use?
Our products are nut free, except our Body Oils, which contain Jojoba Nut Oil, and our Body & Hand Lotions, which contain Macadamia Nut Oil.
Can you tell me what your wicks are made from?
All the wicks in the Neom candles are made from natural cotton fibres. Some of the Travel and one wick candles also include a strand of nylon in the wick as this helps achieve the optimum burn quality, but this isn’t needed for the three wick candles. We do not use any tin silver strands which are common in most other candles.
I am wheat intolerant – please can you tell me if I am safe to use your products?
None of the Neom Bath & Body products contain any wheat and are therefore safe to use.
How long do the Reed Diffusers last for?
When the 6 reed sticks are initially inserted into the reed diffuser bottle the reeds themselves are bone dry. The result is that over the first week as the reeds absorb the fragrance oils, the liquid in the bottle goes down quite quickly. Thereafter the rate of fragrance oil consumption rapidly slows giving the reed diffusers a life of approximately 8 weeks.
You can speed this consumption rate up by frequently turning the reeds or reducing it by using less reeds and turning them infrequently. The reed diffusers will also work faster in hot, dry environments as the reeds themselves will dry out quicker and therefore absorb more replacement fragrance oils faster. When the oil in the bottle is finished the reed diffuser will continue to scent the room as the reeds themselves will still contain the fragrance oils.
Are Neom body products suitable during pregnancy?
Our products are safe to use during pregnancy except for the bath oils, which at 30% pure Essential Oils, are a little too high a percentage. We also do not recommend to use the Bath Foam during pregnancy.
Paraffin Wax Vs Natural Wax...
Paraffin wax is derived from petroleum which is one of the biggest environmental contributors of carbon dioxide. It contains up to 11 Carcinogen compounds that are toxic air contaminants. These include but are not limited to: Acetaldehyde, Acrolein, Benzene, Formaldehyde, Polychlorodibenzo-p-dioxins, Polyaromatic Hydrocarbons and Toulene (Toulene and Benzene are the really nasty carcinogens found in cigarette smoke). Paraffin wax candles produce toxic petrol-soot that eventually stains all interior surfaces (you’ll have seen the black soot on the side of the glass before). They can also trigger respiratory irritation due to the allergenic ingredients found in paraffin and of course, poor indoor air quality. Using paraffin encourages the discovery, collection, refinement, distribution and consumption of crude oil.
Natural waxes (ours are a blend of soy/ rapeseed/ caster and beeswax) are completely healthy and toxin free. They are free of petrochemical content, smokeless and soot free, all renewable, sustainable and biodegradable and free from pesticides and herbicides, are longer burning, burn right to the edge and all the way down to the bottom so no wax wastage. Non allergenetic. Plus, they contain no synthetic scents – which again can be irritants and toxic. Beeswax actually emits negative ions that actually clean the air by getting rid of odours, pollens, smoke, dust, dust mites, viruses and other allergens and hazards.
Neom candles also don't contain any of the following (which are used in typical candle making) – scent booster/ binders/ other chemical ingredients or synthetic scents of any kind or at any percentage.
How do I change or cancel my order?
If you wish to change or cancel an order please call us on 01423 878810 or send an email to email@example.com as soon as possible.
Has my order been dispatched?
If you log in to your account you can view your order status, simply click "My Orders" from your account dashboard.
When will I receive my order?
Delivery times vary depending on where you are, and which delivery option you selected when placing your order. For full details about delivery times, please see our Delivery Page.
I haven't received my order
Please see our Delivery Page for full information regarding delivery times. If you still haven't received your order after the delivery period has ended, then please get in touch either by phone on 01423 878810 (Mon-Thur 9:30-17:30, Fri 9:30-16:30) or send an email to firstname.lastname@example.org.
How are my goods packaged?
Our products are packed in recycled shredded paper which is fragranced with one of our gorgeous scents. We also include a complimentary Neom gift bag.
I have received the wrong product, what do I do?
Please get in touch either by phone on 01423 878810 (Mon-Thur 9:30-17:30, Fri 9:30-16:30) or send an email to email@example.com and we'll pick up the incorrect items and get replacements to you as soon as possible.
My product is faulty, what do I do?
We're sorry that your Neom product is faulty. Please get in touch either by phone on 01423 878810 (Mon-Thur 9:30-17:30, Fri 9:30-16:30) or send an email to firstname.lastname@example.org and we'll get replacements to you as soon as possible. Please note we may arrange to collect the faulty goods or ask for you to provide a photograph for our own quality control investigations.
How do I update my personal details?
To update your contact details, log in to your account and select "Account Information". To change, add or delete delivery addresses simply select "Address Book" from the menu on the left-hand side.
I have forgotten my password
If you have forgotten your password,click on the forgotten password link on any log in page, then enter your email address where prompted on the log in page. We will then email you a link that you can use to change your password.
Are my personal details secure?
We never see your password and we use Secure Socket Layer (SSL) encryption technology so you can be assured that your details are stored safely and securely.
Does anyone else see the information that I provide?
How do I unsubscribe from newsletter e-mails?
We provide unsubscribe links in all of our mailings. You can also manage your subscription settings on our website. Simply log-in to your account and click My Account > Newsletter Subscriptions.
For more information about deliveries, please see our Delivery Page.
Do you offer next day UK delivery?
Yes we do. This is restricted to GB mainland only. Orders must be placed before 12pm. Orders placed before 12pm Fri are delivered on Monday/Tuesday. Orders placed over the weekend are delivered on Tuesday/Wednesday. We do other types of delivery as well for GB customers, such as a morning service, before 9am service, and even Saturday delivery. Please see our Delivery Page for full details.
Do you delivery internationally?
Yes we do! However we cannot ship to private addresses in Russia. Please see our international delivery page for full details.
Please contact us for more information about returns.
What can be returned to Neom for replacement?
Any product purchased from neomorganics.com as long as it is in an un-opened and re-sellable condition or is either faulty or damaged.
How do I arrange a return or exchange?
To arrange a return please contact us here.
Can I return an item I received as a gift?
An item that was received as a gift can be returned for an exchange or for Neom Points. Refunds can only be made to the original credit or debit card on which the gift was purchased.
Can I return an item I didn't purchase on www.neomorganics.com?
Please contact the store you purchased the faulty item from in order to arrange your return. If for any reason you are unsuccessful or are unable to come to a satisfactory conclusion, please feel free to contact us on 01423 878810 or email us at email@example.com.
Have you received my returned goods?
We will contact you as soon as we receive your returns. If you haven't heard from us please give us a call and we will be happy to help.
I've returned my order, how long does it take for a refund?
Refunds are arranged within 14 days of us receiving faulty/unwanted goods.