NEOM Organics - Feel Refreshed Candle 3 Wick

GENERAL

We aim to despatch all goods within 3 working days of payment.

While we predominantly use UPS, an appropriate carrier is chosen based on the order from one of the many reputable carriers we use, to include -

DHL, DPD UK, FedEx and Royal Mail.

Once your order has been placed you will receive an order confirmation with a Track Your Order link. You can check the status of the order by either pressing this link or by clicking 'Tracking' and entering your order number and email address on our dedicated tracking page.

Depending on the service used most orders require a signature upon delivery.

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Shipping updates are supplied and relied upon by the shipping carrier used at the time of despatch. PERIDOT eShop cannot be held responsible if you do not receive real time status notifications by email or on the tracking page.

If Royal Mail is used for deliveries within the U.K. and if you wish to check the status of your order, tracking will need to be viewed directly on the Royal Mail website www.royalmail.com as Royal Mail do not allow any 3rd party services to display tracking information for a Royal Mail delivery within the U.K. As well as the tracking number, a trackable Royal Mail link will also be provided by us when your order is shipped for your convenience. Tracking can still be viewed on our website for all Royal Mail deliveries outside of the U.K. 

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U.K. DELIVERY

For transactions below £50 a postage and package charge of £5.95 is charged at checkout.

For transactions of £50 and above (Excluding Gift Cards) postage is FREE of charge. 

GIFT CARDS

Gift cards purchased online are electronic and are sent by email, therefore no postal fees are applied at checkout.

LOCAL PICKUP 

We also offer a local pickup option at checkout so customers can choose one of our retail stores to collect their online order.

If a product is not showing as being available to collect in your preferred retail store at checkout, please choose the store showing availability and leave a note at checkout, or send us a message after you have placed your order, and we will make sure the item(s) is transferred to your preferred store ready for collection.

Please wait until you receive an email confirming the order is ready for collection before visiting, which is normally 24 hours after purchase.

Collection is Monday - Saturday, 11am - 4pm

You do not need to let us know the day or time when you will be collecting your order.

You will need to show either the order confirmation or Your Order Is Ready To Collect email at the time of collection.

INTERNATIONAL DELIVERY

A postage and package charge of £15 is charged at checkout on all transactions.

Import duties, taxes and charges of the buyer’s country are not included in the sale price and are the buyers responsibility. Please consider this extra cost before buying and contact your countries customs for a quote. 

Please be aware customs clearance can slow down delivery of your purchase for which Peridot eShop cannot be held responsible.

We currently ship to the following countries, if your county is not listed and you wish to purchase an item please contact us directly.

Australia, Canada, Denmark, Germany, Hong Kong SAR China, Ireland, Italy, Japan, The Netherlands, New Zealand, Singapore, Spain, Sweden, United Kingdom, United States (Not US territories except Puerto Rico).

LOCAL PICKUP 

We also offer a local pickup option at checkout so customers can choose one of our retail stores to collect their online order.

If a product is not showing as being available to collect in your preferred retail store at checkout, please choose the store showing availability and leave a note at checkout, or send us a message after you have placed your order, and we will make sure the item(s) is transferred to your preferred store ready for collection.

Please wait until you receive an email confirming the order is ready for collection before visiting, which is normally 24 hours after purchase.

Collection is Monday - Saturday, 11am - 4pm

You do not need to let us know the day or time when you will be collecting your order.

You will need to show either the order confirmation or Your Order Is Ready To Collect email at the time of collection.

POLICY - E-Shop

Our returns policy lasts 30 days. There are certain situations where we can't accept a return.

- Your item must be unused and in the same condition that you received it. It must also be in the original packaging if applicable.

- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

- Any item that is returned more than 30 days after delivery. 

- Gift cards cannot be exchanged for cash or refunded and expire 12 months from the date of purchase.

To complete your return, we require either a receipt or proof of purchase.

How To Process A Return - United Kingdom

Returns postage is FREE of charge. 

To start the returns process please click 'Returns'

Please enter the information requested and select the item(s) you want to return.

You will receive an email confirming 'Your Return Request Has Been Received'  

Once the return has been approved by us, normally within 1 working day, but please allow up to 2 working days, you will receive an email confirming 'Your Return Request Has Been Approved' with the shipping guidelines and a prepaid 'CollectPlus' returns label attached in a separate email.

Please print and attach this label to your parcel in the original packaging (If possible) making sure it covers the barcode and address of the previous label and include a receipt or proof of purchase. 

Your return will need to be dropped off to any of the 7,500 stores offering the 'CollectPlus' service throughout the U.K.

To find a store near you please enter your postcode on the 'CollectPlus' website.

Once your parcel has been received by us, normally within 3 - 5 working days, you will receive an email confirming 'Your Return Has Been Received' and the refunds process will commence, please see 'REFUNDS' below.

Items can also be returned by hand to either of our stores.

If you wish to return your item to a store please still complete the return request but contact our eShop to let us know you will be returning your item(s) to one of our stores.

How To Process A Return - International

To start the returns process please click 'Returns'

Please enter the information requested and select the item(s) you want to return. You will receive a confirmation email with the shipping guidelines once a request has been approved, normally within 1 working day, but please allow up to 2 working days.

You are responsible for the cost of the return shipping and will need to arrange the return of your parcel by using a postal carrier of your choice.

Please return to your parcel in the original packaging (if possible) and include a receipt or proof of purchase.

Please attach the return address label enclosed with your order, covering up all previous tracking labels and write your name and address clearly on the reverse of the package.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance.

We do not guarantee that we will receive your returned item.

If you have misplaced the returns address label, please return your item to the following address and include our telephone number.

United Kingdom

TEL: +44 (0) 344 800 4178 

Once your parcel has been received by us you will receive an email confirming 'Your Return Has Been Received' and the refunds process will commence, please see 'REFUNDS' below.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund within 2 working days.

If you are approved, then your refund will be processed within 7 working days of receipt of the item(s) to your credit card or original method of payment.

You will be notified by email when the credit has been processed, depending on the terms set by your bank, this will show in your account within 7–10 working days.

The original shipping charges are non refundable and will be deducted from the refund price.

Late Or Missing Refunds

If you do not receive a refund, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us and we will respond within 2 working days. 

Exchanges

The eShop does not accept an exchange unless the item is received defective or damaged. 

If an item is received damaged and if you need to exchange it for the same item, please contact as soon as possible and await further instructions. 

Return shipping is free of charge if the item is received defective or damaged and an exchange is required.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be returned and refunded. 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.    

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Policy - Retail Store

The retail shops do not accept a return, but we will exchange an item. 

Our exchange policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you an exchange.

To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If you wish to exchange an item please either contact the store you made the purchase or visit to discuss.

Gift cards cannot be exchanged for cash or refunded and expire 12 months from the date of purchase.