FAQ's

Check out the FAQs below to get started. If you still need help contact us and we'll be glad to answer any questions you might have!

Delivery

We offer free Hermes 2-3 day tracked delivery* for orders over £10, which is a great option if you need your package quickly. For smaller packages, under £10 we charge £1.95 for the same service!

We also have DPD as a premium Next Day Service* that guarantees next day arrival with tracking information included on all orders placed before 3 pm (UK time). For orders up to £50 this service is £5.99, for orders up to £100 it is £3.99 and orders over £100 this service is free. 

*Delivery to UK mainland, Mon-Fri between 9am - 5pm. Extra 24-hour delivery time to Scottish highland, Northern Ireland, Channel Island, Isle of Man

A signature is not required for Hermes parcels. Shipments using DPD will require a signature.

At present, evening delivery slots are not available.

Unfortunately, we can't deliver to PO Box addresses.

We deliver products to many countries within Europe. Please visit our delivery information page for more information on locations we deliver to and the pricing.

While we're based in the UK, our business is not limited to just Europe - we deliver products far and wide! Our rates vary depending on where you live so please visit our delivery information page for pricing.

If your country of interest falls outside of the countries listed, then please do not hestitate to drop us a message and we will see what we can do.

You can update your delivery address by logging into the My Account section, using the email address you signed up with. Once you’ve logged in, you can manage your delivery address for all future deliveries. If payment has already been processed and you need to change the address, write to customerservices@neubria.com as soon as possible, and one
of the team will try and change this for you before it is despatched.

Orders

Next day parcels are delivered within 1 - 2 days and standard delivery parcels within 3 - 5 days.

If you want to know where your Hermes or DPD parcel is you can monitor it using Track & Trace, using the link provided in the shipping confirmation email. Tracking is only available after 6pm on the day of purchase.

If you've received a damaged item, please contact us immediately with the following information: order number, which item was damaged and an explanation of how it arrived at home! A photo will help too. This will allow us to take care of things right away without delay.
Please do not send the faulty goods back to us unless advised by a member of the team.
All claims for items arriving damaged or faulty must be submitted within 14 days.

Depending on the service used to return your item(s), it can take up to 10 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

We'll notify you by email once the return has been processed.

If you've received an incorrect item, please contact us immediately with the
following information: Your order number, which item should have been delivered
but wasn't, and which you received instead! A photo would help too. This will allow us to take care of things right away without delay.

If we request you to return the incorrectly delivered item, we will cover all return shipping costs. All you have to do in order to get reimbursed by us
is send back the incorrect item and then provide proof of sending.

If you discover any missing items from your order, please contact us immediately with your order and let us know which item is missing. We can then figure out what has happened and take care of it straight away.

We know you want your order as quickly and efficiently as possible, which is why it’s not always possible to make changes once an order is placed. However, if there are changes that you’d like to be made, please let us know, and we can
see what we can do. We apologise in advance if the order has already been processed and dispatched as at that point, it will be too late to make any changes.

Payments, Promotions & Gift Cards

Yes, you will see this payment option available during the checkout process.

Yes, please email customerservices@neubria.com with your order number and we will email it across.

Unfortunately, we can't offer you a refund if your order has changed price since it was placed. This is because of demand and stock fluctuations in our business - so please be sure to check the current prices before ordering!

To use a discount code valid for the Neubria website please type in the code when you see the option (Enter Discount Code) in the payment section during the checkout process and press the apply button. Should you have any issues, please email us at customerservices@neubria.com and we will see what we can do to help.

You can pay for your order by using any of the following payment types: Visa, Mastercard, Paypal.

You can update your billing information at any time by logging into the My Account section, using the email you signed up with. Once you’ve logged in, you will be able to add, edit or delete your payment cards.

All prices are shown in £ Sterling and are inclusive of VAT.

All refunds will be made to the account used for payment. In case we're unable, a store credit will be issued.

Technical

Please make sure your email address and password are correct.

If you're still having trouble, please reset your password by using the ‘forgot my password’ link on the ‘my account’ page. Please ensure your email address is spelt correctly. You will then be sent an email with instructions on how to successfully reset your password.

If the problem persists, please email customerservices@neubria.com

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You can unsubscribe from our emails by clicking unsubscribe on one of our emails at any time.