FAQ's

Delivery

For Royal Mail shipments, a signature is not required. Shipments using DPD will require a signature.

We use Royal Mail for our standard free delivery option and also for our next day delivery service. For customers wishing to use a premium service, we offer DPD.

At present, evening delivery slots are not available.

At present, we do not offer Saturday or Sunday delivery but we will look to add these services in the future. Royal Mail will sometimes deliver on Saturday but this is not a guaranteed service.

Royal Mail will deliver in to military addresses, however our other couriers will not. Therefore, if you want to have your products delivered to a military address, please ensure that you select Royal Mail as a courier.

No, we are unable to 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.

We offer both standard and next day delivery services within the UK. For more information, please visit our delivery information page.

There are no customs or import fees associated with our orders.

If you selected our standard free delivery option with Royal Mail, please allow up to 4 days for your order to arrive.

If you selected our Royal Mail next day delivery option and your order was placed before 3pm, you will receive your order on the next working day, provided that you do not live in one of the excluded postcodes.

If you selected our premium delivery service, using DPD Next Day delivery, you are able to track your order via the link provided in the shipping confirmation email. Tracking is only available after 6pm on the day of purchase.

Returns

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.

Orders

In the unlikely event you have received a defective item, please contact us immediately with the following information: 

 Your order number

Which item is damagedA descriptionPhotographic evidence

If you parcel has been delivered and is already damaged upon delivery. Please keep photographic evidence of how the parcel arrived.

All claims for parcels arriving damaged must be made within 14 working days of the delivery date.  

Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or exchange.

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly. 

Please do not return any damaged goods unless advised by a member of our support team, it may result in a slower resolution time and we don't always require the faulty item back. 

In the unlikely event you have received an incorrect item, please contact us immediately with the following information: 

 Your order number

The name of the item you did not receiveThe name of the item you received in it's placeA photograph of the item you have received

Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified to your satisfaction.

Unless proof that you have received an incorrect item has been verified by a member of the support team, we cannot begin to take the steps needed to rectify the problem.

Please do not return any wrongly received goods unless advised by a member of our support team, it may result in a slower resolution time. In the event that Neubria® requests for an incorrect item to be returned, we will cover the postage cost up to the following costs, based on region:

EU - €10

UK - £3

In the unlikely event that an item is missing from you order, please contact us immediately with the following information:

Your order numberThe name of the item you did not receiveThe name of the item you received in it's placeA photograph of the item you have received

We will then resolve the issue as quickly as possible.

We're pretty quick at getting your order out the door so unfortunately, we're unable to make any changes to your order once the order has been placed. This includes; item, address and payment changes.

Payments, promotions and gift cards

Yes, we accept Paypal as a form of payment.

Yes, please send in your request to customerservices@neubria.com. Please ensure that you include your order number in the email.

As an online retailer, our prices will change from time to time depending on demand, stock and upcoming sales without prior warning. This being the case, we are unfortunately not able to refund the difference.

Please email us at customerservices@neubria.com and we will respond within 48 hours.

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

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

All refunds are to be made to the account used to pay for your original order. In the event that we're unable to refund directly to your account, store credit will be issued.

Subscribe & Save

As many as you like, if the product is available on subscribe and save then you can subscribe to it.

For some items it wouldn't make business sense to include them under subscribe and save.

If we ship to the country where you would like your order delivering to, then you are eligible for the subscribe and save.

Yes, you can pause the subscription via the account section of the website.

It's not possible to amend the exact date, but you can change the dispatch frequency.



It's very easy. Simply go the "My Account" section of the website and cancel your subscription. This can only be done after the first order has arrived.

The first payment is taken immediately. Follow up payments will be taken 3 days before your next delivery.

You can amend your details in the "My Account" area of the website.

The payment is taken through the standard checkout - nothing is different from a one off order.

From time to time we will run promotions using discount codes. It will be a business decision as to whether these discounts can be applied to subscription orders.

The standard "Subscribe & Save" saving is 5% off the RRP.

It allows you to make cost savings and also means that you do not need to worry about remembering to re-order important supplements. 

Yes because it enables you to manage your subscription in terms of cancellations and order amendments.

On the product page, simply select the "Subscribe & Save" option and select your delivery frequency. During the checkout process, an account will automatically be created for you and the subscription will be setup.

Technical

If you've forgotten your password, click 'Forgot your password?' on the login page. You'll be asked to enter your email address, to then be sent an email with instructions on how to successfully reset your password.

Please make sure your email address and password are correct.

If you're still having trouble, please try using the 'forgot your password' link underneath the text box where you enter your password. If the problem persists, please email customerservices@neubria.com

If you are having trouble using our website, please ensure the browser you are using is up to date. It may be worth deleting your cookies and trying the site again. 

If you continue to experience issues, please email customerservices@neubria.com and provide the following: 

Detailed description of the issue you're havingScreenshots of any error messages you might be experiencing

General Information

At Neubria, we do not have a set criteria in terms of what we are looking for from sponsored ambassadors. Therefore please send an email to customerservices@neubria.com, adding "Sponsorship" in the subject field, identifying the reasons why you believe you should become a brand ambassador.

We are looking for bright minded individuals with the ability to influence others. If this sounds l;ike you, please get in touch.

Please email customerservices@neubria.com and we will reply within 48 hours.