Frequently Asked Questions

1. 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. We are available on Live Chat at, send us an email to or give us a call on +44 (0)1423 878810.

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 checkout page of your order. Please note only one promotional code can be used per order. There are T&C's attached to each promotion so please read carefully.

How do I use the New User Discount?

To use the New User discount to receive 15% discount you would need to enter your discount code newuser5640 on the checkout page in the promotional code box in the top right hand corner.

How do I find out about offers and promotions?

Our Newsletters are the best place to keep updated with amazing offers and promotions. If you're not already signed up, please sign up via the subscription box at the bottom of the homepage, or click the newsletter subscriptions option when you login to your account dashboard.

Do you offer next day UK delivery?

Yes we do. This is restricted to GB mainland only. Orders must be placed before 2pm. Orders placed before 2pm Friday can be delivered on Saturday. Orders placed over the weekend are delivered on Tuesday. Please see our Delivery Page for more details. Do you deliver Internationally? Yes we do! Please see our Delivery Page for full details.

What payment options do you have?

We accept Visa, Mastercard, Maestro, Solo and American Express cards. We accept PayPal. We do not accept international cards.

Is it safe to use my credit card?

Yes it is! When you order online with us, we use Secure Socket Layer (SLL) 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, Safari or Internet Explorer.

Can I get NEOM samples?

Yes! Please contact for more information, and if we have the stock available, we will be more than happy to send some out. Two free sample products will automatically be added to the basket if over £60, these cannot be substituted or exchanged for cash. Samples must follow Hazmat regulations and may not be suitable for international shipping. We reserve the right to change products included in the promotion. We reserve the right to not include free samples depending on other promotions we are running. Whilst stock last.

Do you offer a discount for very large or Corporate orders?

Yes we do! We are always happy to work with Corporate Clients. Please email

Can I buy your products locally?

You can purchase our products in our NEOM stores in Wimbledon, Kings Road, Guildford and Leeds. Otherwise Neom products are stocked in many leading home and beauty stores. Our top stockists include John Lewis, Marks & Spencer, Fenwick, Selfridges & Brown Thomas. If you would like to find your nearest stockist. please visit our Stockist Locator page.

What are NEOM points and how do I earn them?

NEOM points are earned with every purchase on for those logged into their Customer Account. Points can be redeemed against future purchases from Please make sure you're logged in to collect and spend NEOM points. You receive 5 Neom points for every £1 spent. Please go to our NEOM Points page for further information.

Can I use my NEOM points & a promotional code on the same order?

Unfortunately this is not possible. You have the option to use either your NEOM points or a promotional code. 

2. Returns

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 products at one of our authorised retailers or counters, please contact them directly.

In order for us 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.

International Returns

We are unable to offer free returns for International Deliveries. To return an item and/or order, please take to your local mailing service and keep your proof of postage for your reference. 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 with 48 hours of receiving your order.

Please note that we may require images of any damages for our records.

Please be advised that we are unable to take returns on faulty products not purchased online at If you have purchased at one of our authorised retailers or counters, please contact them directly. They may ask for your proof of purchase.

3. My Order

How do I change or cancel my order?

If you wish to change or cancel an order please call us on +44(0) 1423 878810 or send an email to as soon as possible.

Has my order been dispatched?

Once your order has been dispatched from our warehouse, you will receive an email with all relevant tracking information, allowing you to choose your delivery day, request it to be left with a neighbour or in a safe place.

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 Live Chat at, email or call us directly on +44(0) 1423 878810 (Mon - Thur 09:00 - 17:30, Fri 09:00 - 17:00).

I have received the wrong product, what do I do?

Please get in touch either by Live Chat at, email or call us directly on +44(0) 1423 878810 (Mon - Thur 09:00 - 17:30, Fri 09:00 - 17:00) 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?

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 us directly on +44(0) 1423 878810 within 48 hours of receiving your order. Please note that we may require images of any damage for our records. If your goods appear faulty once used or if you have any concerns, please also contact our Customer Service team.

4. 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.

Does NEOM test any of their products on animals?

No, NEOM does not test any products on animals. We choose to excluded our Bath & Body products from being sold in China as their regulations require animal testing.

Are your products safe to use during pregnancy?

With the exception of our Bath & Shower Drops and Oils, and 10ml Essential Oil Blends if used in the bath or applied to skin, all our products are safe to use during pregnancy. Any further questions you may have, we recommend contacting your Doctor or Midwife.

Are your products vegan?

All of our candles contain a very small amount of beeswax. We include this to achieve optimum burn quality and for its incredible natural cleansing benefits.

There is also some beeswax in the products listed below;

Ultimate Calm Skincare - Wash, Serum, Face Oil & SPF Moisturiser 

Wellbeing Discovery Collection

De-Stress On The Go Collection

Real Luxury Body & Hand Lotion

Real Luxury Body Oil

Real Luxury Body Scrub

Real Luxury Intensive Skin Treatment Candle

Nourish, Breathe & Calm Real Luxury Hand Balm

Nourish, Breathe & Energise Hand Balm

Nourish, Breathe & Smile Hand Balm

Real Luxury Home Mist

Stress Relief Pulse Point

Perfect Night’s Sleep Cleansing Balm

Scent To De-Stress Essential Oil Blend

All of our products are suitable for vegetarians.

Are your products suitable to use around animals/pets?

Our products contain natural ingredients but as every animal may react differently to essential oils, we would recommend contacting your vet for any further questions you may have.

What are wicks made from?

All of the wicks used in NEOM Candles are made from natural cotton fibres.

What are your reeds made from?

The reeds are made from a natural palm rattan.

What carrier fluid do you use for your Reed Diffusers?

We use an eco friendly carrier fluid which is also made from renewable sources, non toxic and non flammable and has a low carbon footprint.

What are the ingredients in the Home Mists / Reed Diffusers / Candles?

As it is a Home Fragrance Product we are not at liberty to disclose the full ingredients list of this product. However we can confirm that all of our fragrances are 100% natural. Ingredients for each individual product and fragrance are listed on the product page at

Where can I see what ingredients are 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 & Body products. Why do you have Benzyl Benzoate in some of your products? We do not add Benzyl Benzoate into our products. It is a naturally occurring allergen found in some pure essential oils.

Do any of your products contain Limonene?

We do not add Limonene to any of our products. It is however something that occurs naturally in citrus fruits, so this does mean that all of our products will contain a small amount of Limonene in them.

5. Organic

Are your candles certified organic?

In our candles we use a variety of 100% natural, GM free, fair trade waxes such as soya, rapeseed & a small amount of beeswax. In order to make wax, the original plant oil has to go through a hydrogenation process in order to turn it from an oil into a wax. Unfortunately the major organic certification companies view this as a departure from the original ingredient even though nothing is added during the process. As such they will not allow organic waxes to be certified.

Are your products organic?

We don’t have organic certification for our products but we do use organic ingredients approved by the Soil Association wherever possible which we always list the organic content on the base of each product. Are your fragrances organic? We made the decision to use essential oils which do not have organic certification but which are still 100% natural due to the cost of organic certified essential oils. This would make our products unaffordable. As a growing brand we are continually reviewing this and in future we may move to using organically certified essential oils.

Why are you called NEOM Organics?

Where ever possible we try to use organically certified ingredients in our products. We don’t have organic certification, however we always list the organic content on the base of each product.

6. Allergies

What do I do if I have an allergic reaction to a product?

Stop using the product immediately.

Where possible, please take a picture of your reaction and contact our Customer Service Team who will guide you through completing a Reaction Form, and will of course refund or exchange for the total value of the product.

• Products that contain Wheat:

Perfect Night’s Sleep Face Oil: contains wheat germ oil.

Energy Burst Eau De Parfum

• Products which contain Nuts

All Body & Hand Lotions: contain shea nut oil & macadamia nut

Nourish, Breathe & Energise, Nourish, Breathe & Calm, Nourish, Breathe & Smile Hand Balms: contain shea nut oil.

• Products which contain Seeds

Nourish, Breathe & Sleep Hand Balm: contains almond oil.

Perfect Night’s Sleep Face Oil: contains almond oil.

Perfect Night’s Sleep Cleansing Balm: contains almond oil.

7. Natural Variation

Natural Variation

When working with natural ingredients we occasionally see a colour variation. This can occur when ingredients have been harvested at different times, altitudes and temperatures. Seasonal variations throughout year will affect all natural ingredients and consequently this can affect the colour of our products. 

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.

8. Cautions & Warnings

The reason we have to have warnings on our Candles, Reed Diffusers, Home and Pillow mists is due to the fragrance in the products. They are 100% natural but despite this they still are classed as a chemical and all chemicals have to be labelled according to risk. So whilst one candle, in the aquatic environment would cause no harm, if a full container from a ship were to come in to contact with aquatic life then this could cause harm. Whilst this is unlikely to happen we have a legal responsibility to label our products in accordance with this.

You won't see these warnings on synthetic candles as they can use chemicals which have been specially developed to replicate a natural fragrance and the element which would trigger this warning will have been removed. With a 100% natural fragrance we cannot do this.

9. 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 emails? 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.