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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 9:00-17:30, Fri 9:00-17:00) or send an email to


Non Faulty Products

At Neom, we want you to be happy with every purchase you make with us.

If for any reason you aren’t completely satisfied or you change your mind, you may return any product in its original condition for a full refund or replacement (as appropriate) within 30 days. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used or damaged and the product is in a re-saleable condition.

Please be advised that we are unable to take returns on products not purchased online at If you purchased a product at one of our authorised retailers or counters, please contact them directly.

In order for use to process your return as quickly as possible, please click here to generate your free returns label.

  • There is no charge to exchange an item although exchanges are subject to availability. Please state this on your Returns Reason.
  • Please note: For all bundle or duo purchases, individual items may not be returned separately.
  • Pack your returns in the original packaging and attach the pre-paid Royal Mail Returns label generated using the link above, to the outside of your parcel. Please send from a Post Office in order to obtain a proof of postage receipt and retain for your records.
  • If the value of the goods you are returning is £150 and above, please e-mail to arrange a collection via courier.
  • You will be notified by email once your returns have been received and processed.

Faulty Products/Other rights to return

If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as “received damaged”.

If your goods are received as faulty or damaged once opened please contact us at or call +44(0) 1423 878810 within 48 hours of receiving your order. Please note that we may require images of any damage for our records.

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

What payment options do you have?

Payments on our website are made through Braintree for fast, secure and reliable payment. We accept Visa, Mastercard, Maestro, Solo and American Express cards. We do not accept international cards. We accept PayPal.

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 We do currently offer some samples. Please contact for more information.

How do I use my promotional code?

To redeem a promotional code, simply enter a valid Neom code into the 'PROMOTIONAL CODE' section on the right hand side of the basket underneath your basket summary. 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 use here.

Can I buy your products locally?

You can purchase our products in our Neom stores in Wimbledon, Leeds and Kings Road.

Otherwise Neom products are stocked in many leading home and beauty stores. Our top stockists include Marks & Spencer, John Lewis, Fenwicks, Selfridges & 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 for those with an account. Points can be redeemed against future purchases from 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.

Neom Products

How do I care for my candle?

Burn your candle for a minimum of 2 hours and a maximum of 4. This will ensure the wax burns evenly and the treatment takes effect as you breathe in the scented air. After your first burn, trim the wicks to about 0.5cm before lighting. Do not relight when the wax level is less than 1cm.

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 have been 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 your products tested on animals?

No. None of our products are tested on any animals.

Where can I see what ingredients are contained in the products?

You can view the ingredients by clicking on the 'Ingredients' drop down on each product page. The ingredients are also listed on the base of all packaging of all the Bath and Body Care products.

I am a vegan and don't use beeswax – can you tell me if I can use your products?

The following products contain a very small amount of beeswax: Real Luxury Lotion, Real Luxury Face Body & Hair Oil, Real Luxury Body Scrub, All Candles, Real Luxury Intensive Skin Treatment Candle, Real Luxury Hand Balm, Energy Hand Balm, Great Day Hand Balm, Real Luxury Home Mist, Stress Relief Pulse Point, Energy Kit, De-Stress Kit, Mood Lifting Kit, Wellbeing Discovery Kit, Holiday Heroes, Energised & Ready To Go 3 Step Programme, Create Calm In the Chaos 3 Step Programme, Your Moment of Calm, Ultimate Wellbeing Collection, Total Calm Collection, Home of Peace Collection. We include this to achieve optimum burn quality and for its incredible natural cleansing benefits.

I have a nut allergy. Are you products safe for me to use?

The following products include traces of nuts: Lotions, Hand Balms, De-Stress Kit, Sleep Kit, Mood Lifting Kit, Energy Kit, Wellbeing Discovery Kit, Holiday Heroes Kit, Home of Calm Collection, Home of Sleep Collection, Total Calm Collection, Nourish & Breathe For Day & Night, Ultimate Wellbeing Collection, Perfect Night’s Sleep 3 Step Programme, Energise & Ready to Go 3 Step Programme, Create Calm In the Chaos 3 Step Programme, Your Moment of Calm.

Can you tell me what your wicks are made from?

All the wicks in the Neom candles are made from natural cotton fibres.

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?

Our Reed Diffusers will last up to 12 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 and bath & shower drops, which at 30% pure essential oils, are a little too high a percentage.

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 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.

My Order

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 as soon as possible.

Has my order been dispatched?

Our courier service will be in touch when your order has been dispatched. You can also check your order by logging in to your account, 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

How are my goods packaged?

Our products are packed in recycled shredded paper which is fragranced with one of our gorgeous scents. We also have a gifting option which can be viewed here.

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 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 Please note we may arrange to collect the faulty goods or ask for you to provide a photograph for our own quality control investigations.

My Account

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?

We respect your privacy. The information you provide will not be given to any third party without your express consent. Read our Privacy Policy for additional information.

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 Friday are delivered on Monday. Orders placed over the weekend are delivered on Tuesday. 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! Please see our international delivery page for full details.