Help Centre

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    My Account

    To shop with us, you’ll need a valid email address. Simply visit our sign up page to register.

    We’d love to keep in touch with news on exclusive offers, new products and all the latest news from Neal’s Yard. You can choose to receive our notifications when you register for an account.

    If you are already registered and wish to receive these emails, you can update your preferences by selecting the ‘email preferences’ option in your account.



    It’s easy to make changes to your details, whether it’s your payment information, password or address book.

    Log-in to your account and you’ll see a range of categories at the bottom of the page under ‘Account Settings’.

    We take your security very seriously, so you can rest assured that shopping with us is safe and secure.

    We’re fully compliant with GDPR and the Data Protection Act.

    For further information, please visit our Privacy Policy page.

    Don’t worry – it happens to all of us! Just visit the log-in page and select ‘forgotten your password’, enter your registered email address and we’ll send you instructions on how to reset your password.

    We’d love to stay in touch, but we respect your privacy. If you no longer want to hear from us with offers and promotions, please use the ‘unsubscribe’ option in the footer of the email. Please note, it may take a few days for these changes to take effect.


    Please contact our Customer Service team. You can reach our team by visiting the ‘Still need help’ section below.

    Ordering

    From time to time, products might be unavailable due to high demand or for reasons such as ingredient availability. We’ll always do our best to bring the item back to stock as soon as possible.

    It’s easy to place an order with us. Log-in to your account to begin browsing our range.

    Once you’ve found the product you want, you’ll need to click ‘Add to basket’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.

    If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you’ll need to enter the details manually.

    Check everything is correct and you’re good to go. We’ll send you an email as soon as the order is on its way.

    Yes, click on the ‘My Basket’ icon at the top of the page, and you’ll be able to see what’s in your basket.

    You can use the + button to add additional items to your basket, or the – button if you’ve selected too many. If you want to remove an item completely, just click the x button.

    We don’t offer a telephone order service, but our Customer Service team are happy to help guide you through placing your order on our website.

    You can reach our team by visiting the ‘still need help?’ section below.

    Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved addresses but you can choose to add a new one by clicking ‘Add a new address’.

    We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.

    We may ship items separately in the event of one or more of the items being delayed.

    Your account makes it easy to keep track of all your orders.

    Once you’ve logged in you’ll see each individual order that you’ve placed with us. Select the one that you want and you’ll be provided with all the details you need about that order.

    We’ll also send you a dispatch email as soon as your order is on the way.

    Your account will show any previous orders you’ve placed.

    Click on the order you want to view to find out more. If the order has been sent tracked then you’ll be able to click through to track it from your account.

    The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.

    If you can’t find the information that you need, click on ‘Message’ below to contact our Customer Service team.

    We’re sorry to hear you want to cancel.

    If there is anything that we might be able to do that means you don’t have to cancel, then you can contact our Customer Service team via the 'Still need help?' section (below).

    If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.

    We’ll send you an email within an hour to let you know if the cancellation worked.

    If it fails, this is because the order is getting ready to be sent. Items that are in stock are processed quickly so that we can aim to get products to our customers without delay.

    You can visit our Returns Policy to help you get the order back to us instead.

    Once you’ve placed your order we cannot make any changes to it.

    If you want to try and cancel so that a new order can be placed, then you’ll need to log-in to your account.

    Select the relevant order and you’ll see that you can choose to cancel individual items or the whole order.

    We’ll send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.

    If you’ve ordered the wrong item, you can cancel the item by going to your account.

    You’ll need to click on the item and choose the cancel option. We’ll send you an email within an hour to let you know if it worked.

    If you can’t cancel as your order has already been processed, we’ll happily refund or exchange the item for you. Find out more by heading to our Returns Policy.

    Returns Policy. If you still need help, you can get in touch with our Customer Services team by clicking ‘still need help?’ below.

    In the unlikely event that our products fail to meet our high standards, please contact us to tell us more via the ‘still need help?’ section (below).

    To help us assist you quickly, it’d really help if you could have the following information to hand before you contact us. Don’t worry if you can’t though, we can help once you get in touch.

    1. Order number

    2. Product name

    3. Details of the fault

    4. Images that support the fault, if applicable

    As soon as we’ve looked into your enquiry, we’ll let you know what we’re doing to help by sending you an email.

    We’re sorry to hear you’ve received the wrong item. Please send us a message via the ‘still need help?’ section below.

    We’ll need to know the following information so that we can put things right for you:

    1. Order number

    2. Incorrect item received

    3. The correct item ordered

    As soon as we’ve looked into your enquiry, we’ll let you know what we’re doing to help by sending you an email.

    In the unlikely event that our products fail to meet our high standards, please contact us to tell us more via the ‘still need help?’ section (below).

    Please don’t throw the item away, as we may need to ask for pictures of the damage to ensure we can prevent it happening again.

    As soon as we’ve looked into your enquiry, we’ll let you know what we’re doing to help by sending you an email.

    Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of your order.

    Because of this, it is possible that the missing item may be on a separate shipment.

    Your dispatch confirmation email will list the items that have been sent. If the missing is item is not listed, you’ll need to allow a little longer for it to be delivered.

    If the item has been sent, then please send a message through the ‘still need help?’ section below and one of our team will be happy to help.

    For all purchases made from a 3rd party you need to contact the seller directly for any queries you have. Unfortunately, we are not able to accept returns of products purchased from a 3rd part


    Payments and Discounts

    We accept debit and credit card, and PayPal.

    You can select your preferred payment method at checkout. Just to let you know, for your safety and security, along with your card issuer, we will ask you to complete validation and authorisation checks during the checkout process.

    If you’re seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.

    Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.

    If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the 'Still need help?' section (below).

    Once you place an order, the payment will show in your account as pending until we send the products to you.

    The pending transaction is telling you that the payment is authorised to be taken.

    If you want to add new payment details then you’ll need to do this at the checkout stage.

    Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty products with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.

    Once you’ve found all the items that you want then click ‘My Basket’, you’ll see a box located below your list of items which says ‘Got a discount code? Enter it here’.

    Add your discount code into this box and click ‘Add’ to apply the discount.

    If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).

    Delivery

    We’ll send you an email as soon as your order is on the way.

    For tracked orders, you can use the tracking link provided in your email, or in your account to check on your order.

    Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or taken to a local depot.

    Our Delivery Information page can give you more information and timescales.

    If you do need to report your order as lost then please contact our Customer Services team via the ‘still need help?” section below.

    All our delivery options can be found on our Delivery Information page.
    Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.

    Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.

    This card is from the courier and lets you know where your parcel is and how you can collect it.

    Returns and Refunds

    Please refer to our returns policy page for more information.

    If you still need help or have any further questions then our Customer Service team is on hand to help. You can contact them via the 'Still need help?' section (below).

    We try not to make things complicated for you, contact our Customer Service team via the 'Still need help?' section (below) and they’ll do the rest.

    You’ll need to tell them the reason for the return so they can choose the best option for you.

    Please refer to our returns policy page for more information.

    We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.

    All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened.

    To get the order back to us safely please contact our Customer Service team via the 'Still need help?' section (below).

    They’ll send you all the information you need, but you can also refer to our returns policy page for more information.

    As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.

    You should receive an email to notify you of any action taken.

    Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way.

    If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team via the 'Still need help?' section (below).

    Website

    Please refer to our Terms and Conditions page.
    If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight away via the 'Still need help?' section (below) so we can fix this for you.
    Please refer to our Privacy Policy page.

    You have the right to ask about what personal data we hold about you.

    To make this request you can message us via the 'Still need help?' section (below)

    Discounts & Promotions

    Can be combined with any promotion


    *T&C and exclusions apply; The welcome code entitles you to 15% off your first order. It can be redeemed online only, no minimum spend required. This voucher excludes previous purchases, gift vouchers and cards, treatments, therapies, workshops, courses, gift wrapping, sale items, postage and packing. For more information please see our full terms & conditions.

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