Welcome to the NEOM website. This website is owned and operated by Neom Ltd, a company registered in England and Wales (Registration No 05127949). Our registered office is Gardner House, Hornbeam Park Avenue, Harrogate, North Yorkshire, HG2 8NA.
These terms and conditions (the "Terms") are the terms which apply when you use the website www.neomorganics.com. By using any part of this website, completing your customer registration with us and/or placing an order on the website you agree to be bound by the Terms. Any reference to "NEOM", "we", "us" or "our" in these Terms is a reference to Neom Ltd (trading as NEOM) and any reference to "you" or "your" means you, the user of the website.
We reserve the right to change or modify these Terms at any time where it is necessary in the course of our business to do so, including for legal, regulatory or security reasons. We will notify you of substantial changes to these Terms, but we encourage you to review the Terms when purchasing any products or services to ensure that you agree to the proposed way in which we will deal with you. If you do not agree to any changes, then please do not use our website. Any changes are effective immediately upon posting to the website. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.
If you have any questions, concerns or comments about our Terms, please contact our Customer Care team (open 9am - 5.30pm Monday to Thursday, 9am - 5.00pm Friday) on 01423 648640 or email info@neomorganics.com and they will be happy to help you.
By accepting the Terms you confirm that all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects.
You agree that in using the website, you will not: (i) use the website in any way that causes, or is likely to cause the site or access to the site to be interrupted, damaged or impaired in any way; (ii) use the website for any purpose that could damage the name of NEOM or impair the goodwill or reputation associated with our brand; (iii) use the website for criminal, fraudulent or illegal activity or in any manner which would cause harm or distress to any third party; (iv) access or attempt to access the accounts of other users or attempt to penetrate the website security measures; nor (v) use the website for any purpose other than for your own personal use.
We reserve the right to suspend, restrict or terminate your access to the website at any time without notice if we have reasonable grounds to believe that you have breached any of these restrictions or if we suspect fraudulent account activity or behaviour.
While we will take all reasonable steps to ensure a fast and reliable service, we do not guarantee that your use of this website will be interruption or error free and we will not be responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto any computer system.
3.1 Cookies Policy
If you use our website, we may place and access certain cookies on your computer or device. These may be first party cookies (placed by us and used only by us) or third party cookies. You can enable privacy settings in your browser to restrict tracking cookies. Because we respect “do-not-track” privacy settings, those who opt-out may show open and click activity but will not have activity tracked. For more details, please refer to our Cookies Policy.
3.2 Privacy Policy (including Treatment Privacy Policy)
All personal information that you provide us will be managed in accordance with all applicable laws and regulations. Further detail as to how we use your personal information is set out in our Privacy Policy. [insert link to]. If you have a treatment at one of our stores, you be asked for further personal information that is relevant to your treatment only. This information is managed in accordance with our Treatment Privacy Policy.
Once you have submitted an order for goods, you will receive an e-mail confirming receipt of your order (the "order confirmation"). You will receive a further e-mail from us once the goods have been dispatched from our warehouse; at this point a binding contract will be concluded between us.
4.1 Product description and packaging
The images of the products on our website are for illustrative purposes only. The packaging of the product may vary from that shown in images on our website.
4.2 If we cannot accept your order
If we are unable to accept your order, we will inform you of this and will not charge for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline that you have specified.
4.3 Making changes to your order
Please note we are unable to cancel or amend your order during peak promotional periods.
If you wish to change or cancel an order please contact our Customer Care team here, or send us a message on Live Chat as soon as possible. If you wish to make a change, we will let you know if the change is possible and about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of the requested change and ask you to confirm whether you wish to go ahead with the change. We may change the product to reflect changes in relevant laws and regulatory requirements.
To make it easier for you to order products using our website, we offer you the opportunity to register for a personal account.
To register, you must supply us with certain personal information. Once you have created an account, you will be able to access, update or correct your personal details using the "My Account" button. We will only use the personal information you give us in accordance with our Privacy Policy as mentioned at section 3.2 above.
Please keep your password and user name private. If you suspect any activity on your account that is not carried out by you, please let us know immediately.
Customers from outside the UK can purchase products from this website; payment must be by credit card and must pay in pounds sterling unless otherwise specified. US customers are able to shop in dollars on our US site here. Please refer to section 10 (Delivery) for information regarding the international delivery charges.
All prices are quoted in pounds sterling and are inclusive of VAT (as may be prescribed by law from time to time), unless otherwise specified. Posting and packing prices may be charged in addition to the price of any goods. Please refer to section 10 (Delivery) for further information regarding the delivery charges.
Online payment will be provided in a secure environment. Payments must be made by one of the following credit card payment methods - Visa, MasterCard, American Express, Switch, Solo, Delta, Electron, PayPal, Apple Pay, Google Pay and Shopify Pay.
Fraudulent use of credit cards will be reported to the relevant authorities. If the issuer of your payment card refuses to pay or does not for any reason authorise the payment to us, we will not be liable for any delay or non-delivery of the products.
Gift Cards can be purchased directly from our flagship stores in Leeds, Wimbledon, Guildford, Liverpool Street or Kildare.
All our Gift Cards have a 12 month expiry and can only be redeemed in store.
We do not accept Gift Card payments online.
Gift cards purchased via our stores can not be posted to recipients, they must be collected in store with proof of ID.
10.1. The following terms and conditions shall apply to any appointments made with the Neom Customer Care Team through the Whereby.com video conferencing platform.
10.2. In order to use the virtual appointment service, you will need to contact the NEOM Customer Care Team via the ‘Book Now’ link on the Virtual Appointments page online at www.neomorganics.com. You will also need to agree to Whereby’s terms of service and their Privacy Policy in order to receive the service. The link to the terms are here: https://whereby.com/information/tos/ and the link to the Privacy Policy is here: https://whereby.com/information/tos/privacy-policy/.
10.3. You must be over 18 to set up a Virtual Appointment and you must book for yourself.
10.4. To book your appointment, please follow the ‘Book Now’ link on the Virtual Appointment page online at www.neomorganics.com or contact our NEOM Customer Care Team via Live Chat.
10.5. We will not record the appointment and we ask that you do not either in order to protect our Customer Care Team’s personal data. We may follow up a Virtual Appointment with an email if you have asked for further information or you need further assistance. Our use of your personal information will be in accordance with our own Privacy Policy which you can view here.
10.6. Please be kind and considerate to our lovely Customer Care Team – they really want to help you find a beautiful gift and will try hard to show you all the options. However, we may terminate any appointment immediately if you do anything which in our reasonable opinion is distressing or offensive or puts our team at risk of harm. We reserve the right to refuse any further appointments and take such other action as we consider necessary under the circumstances.
10.7. If you need to cancel or reschedule your appointment, please contact the NEOM Customer Care Team via email at info@neomorganics.com at least 24 hours prior to your appointment time.
10.8. We reserve he right to cancel or amend your appointment at any time.
For all deliveries, please follow this link to our delivery charges. Delivery times may vary. Deliveries are made via Royal Mail unless over 4kg where another courier service will be used.
Free 2 - 5 Working Day Delivery is valid on orders over £40. This is subject to change during peak promotional periods, see UK & Internaional Shipping Page for details.
We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. Please note that our Next Day service is not guaranteed, a delivery attempt will be made where possible and a signature is required upon delivery.
If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay, you may contact us to end the contract and receive a refund for any products you have paid for but not received.
You will be responsible for all loss and damage to the goods after they have been delivered to you.
COVID-19 Update: Please note, Royal Mail and other courier services are no longer obtaining a signature at delivery in order to reduce the possibility of transmission at the point of delivery. They will note a Surname as proof of delivery. Please keep up to date with your tracking to ensure you are able to take delivery. We are unable to confirm a delivery time slot as this is allocated by the courier. A delivery card or notice will be left for you to re-arrange any missed deliveries. This is at the customers responsibility as we are unable to assist with this.
We will retain ownership of the goods until full payment has been made and funds have cleared.
13.1 CANCELLATIONS
If you wish to change an address or cancel an order please contact our Customer Care Team here, or send us a Live Chat within 30 minutes of placing your order. Please be aware that we may not be able to cancel or amend orders during peak promotional periods.
13.2 NON-FAULTY PRODUCTS
*Products purcahsed between 25th October 2021 and 31st December 2021 can be refunded or exchanged until January 31st 2022 as per our returns T's & C's*
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 28 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 www.neomorganics.com or from a NEOM store. If you purchased a product at one of our authorised retailers or counters, please contact them directly.
Please note that we will be unable to accept returns of sealed goods for health protection or hygiene reasons if the seal has been opened by you after delivery.
13.3 RETURN OF GIFTS
*Products purcahsed between 25th October 2021 and 31st December 2021 can be refunded or exchanged until January 31st 2022 as per our returns T's & C's*
If you have received an item as a gift, purchased directly from NEOM, you can return it to one of our flagship stores in Wimbledon, Guildford, Liverpool Street or Leeds with your gift receipt for an exchange only. No refunds will be given on gifts, unless returned by the original purchaser.
If you did not receive a gift receipt, or if your gift was purchased online at neomorganics.com, please contact our Customer Service Team here.
We can only exchange items that are unused and in a resaleable condition.Please note that we will be unable to accept returns of sealed goods for health protection or hygiene reasons if the seal has been opened by you after delivery.
13.4 FAULTY PRODUCTS/OTHER RIGHTS TO RETURN
Please be advised that we are unable to take returns on products not purchased online at www.neomorganics.com or from a NEOM shop. If you purchased a product at one of our authorised retailers or counters, please contact them directly.
In accordance with your statutory rights, you may return products :
You are entitled to a refund where the products are returned to us within 28 days of purchase. After 28 days, you are entitled to a replacement product only.
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 make us aware within 48 hours of receiving your order by contacting our Customer Care Team here.
Please note that we may require images and/or videos of any damage for our records and may need to collect the product(s) for testing before a replacement or refund is issued.
13.5 RETURNS
*Products purcahsed between 25th October 2021 and 31st December 2021 can be refunded or exchanged until January 31st 2022 as per our returns T's & C's*
In order for us to process your return as quickly as possible, please click here to generate your free returns label.
Please be advised that we are unable to take returns on products not purchased online at www.neomorganics.com or from a NEOM shop. If you purchased a product at one of our authorised retailers or counters, please contact them directly.
You will be notified by email once your returns have been received and processed.
Please ensure that the package is wrapped securely and for your protection we recommend that you use a recorded delivery service as we cannot accept liability for goods lost in transit. Please always retain proof of postage until your exchange/ refund has been processed.
If you require a refund, we will refund the price paid by you for the products within fourteen (14) days of receiving your returned products.
Products purchased as a set can only be returned as a complete set, not as individual items.
If a promotional gift has been included in your order, and a return is made reducing your qualifying total for this gift, the full order must be returned.
When returning goods which you bought using a discount or offer, we will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.
Please note that our NEOM stores cannot currently accept online order returns in store. Please follow the online returns process detailed above. Any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us.
13.6 INTERNATIONAL RETURNS
*We have extended our usual 28 day returns period to 90 days*
We are able to offer free returns for International Deliveries.
To return, please use the free returns information inside your parcel and follow the steps below.
1. Fill out the returns form included in your parcel and enclose this form with the items you wish to return.
2. Fill in your returns commercial invoice using the ‘How to fill in your returns commercial invoice’ guide also enclosed with your order and attach it to the outside of the parcel using the clear pouch.
3. Attach the returns label to the outside of your parcel, next to your commercial invoice.
4. Visit www.ups.com to arrange a collection or, take your return to your local UPS drop off point along with the return label included within your order.
Please note – We are unable to process an exchange.
Please be advised that we are unable to take returns on products not purchased online at www.neomorganics.com or us.neomorganics.com. If you purchased a product at one of our authorised retailers or counters, please contact them directly.
Please note that all products which are made available on our website are for your personal use only and you may not sell or re-sell any of the products to anyone, including making them available for sale on any third party website. We reserve the right to cancel any orders to you where we believe that you are intending to sell our products on.
Nothing in these Terms seek to exclude or limit liability for death or personal injury arising as a result of negligence caused by us, our directors or any of our staff or for fraudulent misrepresentation.
If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking our contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
If the customer is a business, our total liability for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to 100 per cent of the total sums paid by the customer for products under such contract.
We will not be responsible or liable for your use of any other websites which may be accessed via links within this website. We do not control these websites and are not responsible for their content. Any such links are provided merely as a service to users and their inclusion does not constitute an endorsement by or affiliation with us.
NEOM is the registered owner of the NEOM trade-marks used by us in the course of our business.
The contents of this website (including pictures, designs, themes, logos, photographs, text, software and all other materials) (the "Materials") are owned by NEOM or its third party licensors. You may not copy, reproduce, download, post, record, transmit, commercially exploit, edit or distribute the Materials in any way without our prior written permission. All use of the Materials is on the basis that you are using this website in good faith for domestic purposes or for the purposes of placing an order with us.
One use per customer. Cannot be redeemed for cash.
Discount can only be applied to products; this promotion cannot be applied to postage. Not available in conjunction with any other offer. Only full priced items are included in this promotion, pre discounted products and collection are excluded from this promotion. Offer available exclusively online at neomorganics.com.
Subject to availability while stocks last.
Jubilee Sale
Offer of up to 50% off. Discount is not transferable and cannot be redeemed for cash. All products included in the offer are excluded from all other promotional discounts. Discount only applies to products listed on the Jubilee collection page, all other products are excluded from the offer. Offer of free shipping on baskets over £40 automatically applied in the basket. This offer is valid for a limited time only from Thursday 2nd – Sunday 5th June 00:00. Subject to availability, while stocks last. Offer available exclusively online at neomorganics.com. NEOM Organics London to reserve the right to change this offer at any time.
3 FOR 2 On Travel Minis
Select three travel-size products from the travel collection page and get the cheapest one for free when you enter code ONTHEGO in the basket page. Discount is not transferable and cannot be redeemed for cash. All travel-size bundles are excluded from this offer, discount only applies to single minis. No other products outside of the products listed on the ‘Wellbeing On The Go’ collection page are included in this offer. Offer of free shipping on baskets over £40 automatically applied in the basket. This offer is valid for a limited time only from Thursday 2nd June. Subject to availability, while stocks last. Offer available exclusively online at neomorganics.com. NEOM Organics London to reserve the right to change this offer at any time.
3 for 2 on Essential Oil Blends
Add three essential oil blends to your basket and enter the code FREEOIL at checkout to receive the cheapest for free. Discount is not transferable and cannot be redeemed for cash. No other products outside of single Essential Oil Blends are included in this offer. Offer of free shipping on baskets over £40 automatically applied in the basket. Subject to availability, while stocks last. Offer available exclusively at online at neomorganics.com and in NEOM Leeds, Wimbledon & Guildford stores. NEOM Organics London to reserve the right to change this offer at any time
20% off your order
Your unique code must be entered in the promotional code section at checkout to redeem discount of 20%. Customers must sign up to an account and be logged in. Code applies to full price items only. Bundles, duo's, Collections, Starter Packs & Sale items, plus any other items already discounted are excluded. Code can only be used once per customer. One promotional code can be used per order. Postage is not discounted. Cannot be exchanged for cash value. Cannot be used in conjunction with any other offer.
15% off your order
Your unique code must be entered in the promotional code section at checkout to redeem discount of 15%. Customers must sign up to an account and be logged in. Code applies to full price items only. Bundles, duo's, Collections, Starter Packs & Sale items, plus any other items already discounted are excluded. Code can only be used once per customer. One promotional code can be used per order. Postage is not discounted. Cannot be exchanged for cash value. Cannot be used in conjunction with any other offer.
£5 off next order when you spend £50
Your unique code must be entered in the promotional code section at checkout to redeem discount of £5. Customers must sign up to an account and be logged in. Code applies to full price items only. Bundles, duo's, Collections, Starter Packs & Sale items, plus any other items already discounted are excluded. Code can only be used once per customer. One promotional code can be used per order. Postage is not discounted. Cannot be exchanged for cash value. Cannot be used in conjunction with any other offer.
£10 off next order when you spend £50
One use per customer. Cannot be redeemed for cash. Discount can only be applied to products; this promotion cannot be applied to postage. Offer only valid on full-priced items. Bundles, duo's, Collections, Starter Packs & Sale items, plus any other items already discounted are excluded. Not available in conjunction with any other offer. Offer available exclusively online at neomorganics.com. Subject to availability while stocks last.
15% off you next visit in store or online
Offer of 15% off is valid from 27th December 2020 to 11.59pm 28th February 2021. Only one voucher can be redeemed per transaction. In-store hand over this card at point of purchase for the offer to be redeemed. Online apply the above voucher code at the basket page. Offer available exclusively online at www.neomorganics.com and in free standing NEOM Organics Stores. Not available in conjunction with any other offer. Offer only valid on full-priced items. The Wellbeing Pod, non NEOM products from the Wellbeing Edit and already discounted items such as bundles and Sale items are excluded.
Do Good Recylce Scheme
Full Terms & Conditions Apply:
1. The NEOM Do Good Recycle Scheme rewards customers £5 off the purchase of the NEOM Ceramic Wash & Refill product worth £55, when they recycle any skincare, bath or body products from any brand or any NEOM product in the UK NEOM stand-alone stores. 2. The £5 off can be applied to any fragrance in the range, subject to availability. 3. £5 off has to be redeemed at the point of exchange in-store only. 4. Reward redeemable once per visit at any UK NEOM store. 5. Only one offer can be used per transaction. 6. Reward cannot be redeemed on electrical items. 7. No cash alternative available. 8. Used products must be empty and clean. 9. We cannot accept the following items: any cosmetic products such lip beauty products (tubes, lipstick, lip balm), mascara tubes, eye liner pencils and cases, eyeshadow tubes/palettes, concealer/foundation tubes/sticks. We cannot accept the following items: aerosol cans, perfume bottles, nail polish bottles, hairbrushes, toothbrushes, and any electronic items such as blow dryers and straighteners. 10. Participating stores are NEOM Organics Guildford, Leeds, London Liverpool Street and Wimbledon. 11. Valid from 1st October 2021 to 25th October 2021. 12.NEOM Organics have the right to amend or retract this offer at any time.
NEOM Wellbeing Event
Terms & Conditions Apply:
The Events will take place on Tuesday 14th December:
We may transfer our rights and obligations under these Terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. We may not agree if there is a likelihood that a breach of contract may occur.
This contract is between you as the customer and NEOM. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these Terms.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
If we do not insist immediately that you do something that these Terms require you to do, or if we delay in taking steps in respect of a breach of any contract, this will not prevent us from taking steps at a later date.
While NEOM uses reasonable endeavours to ensure that the information on this website is accurate and up to date, it does not give any warranty as to its accuracy or completeness and NEOM will not be responsible for any errors or omissions or for the results arising from the use of such information.
These Terms and your use of the website are governed by English law and you agree to submit to the exclusive jurisdiction of the English court. This does not affect your statutory rights.
If you wish to complain about any matter in respect of any goods or services that we provide, please contact Customer Care on 01423 648640 or email info@neomorganics.com. Please see our Contact page for opening hours.
