NEOM Organics - Real Luxury Body & Hand Lotion

U.K. DELIVERY

For transactions below £60 a postage and package charge of £5.95 is charged at checkout.

For transactions of £60 and above (Excluding Gift Cards) postage is FREE of charge.

INTERNATIONAL DELIVERY

A postage and package charge of £35 is charged at checkout on all transactions.

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).

Some products are not available for International shipping, to see a list of exclusions please click 'Product Delivery Exclusions'

Import duties, taxes and charges of the buyer’s country are not included in the sale price and are the buyers responsibility.

Please check with your local customs office before importing any products purchased from our website into your country that may be stopped or have charges applied.

Peridot eShop cannot be held responsible for any customs clearance delay or be liable for any charges in the case of your shipment being stopped, charged for or disposed of at customs.

TIMESCALE

We aim to despatch all goods within 3 working days of payment with the exception of products measuring over 55x45x45cm and/or weighing above 10kg, which may require a 2 person delivery and can take up to 2 weeks to be dispatched.

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.

All services used require a signature upon delivery.

TRACKING

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

You can also check the status of your order by entering your order number and email address in our Live Chat located to the bottom right of each page, alternatively if you have an account and are logged in your order(s) will automatically appear when you access Live Chat.

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, SMS or on our 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.

LOCAL PICKUP

We offer a Local Pickup option at checkout for eligible products so customers can choose one of our retail stores to collect online orders, with no minimum spend required.

Please note if an accelerated (Express) checkout method (Amazon Pay, Apple Pay, Google Pay or PayPal) is chosen at checkout before following steps 1 - 6 then the local pickup option will NOT be available.

To arrange a local pickup please follow the instructions:-

6) Choose your preferred shop location and then 'Continue To Payment'

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. Alternatively please send us a message prior to placing the order via 'Live Chat' and we can transfer the required stock to your chosen location.

Please wait until you receive an email confirming the order is ready for collection before visiting, which is normally up to 2 days 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.

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Please note there are occasions when your order does not meet the necessary requirements for local pickup to appear, for example:-

All the products in the cart will need to be eligible for Local Pickup, to see a list of exclusions please click 'Product Delivery Exclusions'

All the products will need to be available in inventory at the same pickup location.

If an accelerated (Express) checkout method (Amazon Pay, Apple Pay, Google Pay or PayPal) is chosen at checkout before following steps 1 - 6 then the local delivery option will NOT be available.

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FREE LOCAL DELIVERY  

We offer a free Local Delivery option at checkout for eligible products to customers residing in the postal code areas TS20, TS21 and TS22, which mainly covers Norton, Sedgefield and Wynyard.

There is a minimum spend of £20 and delivery is normally within 2 days, Monday - Saturday, after 5pm.

Please note if an accelerated (Express) checkout method (Amazon Pay, Apple Pay, Google Pay or PayPal) is chosen at checkout before following steps 1 - 8 then the local delivery option will NOT be available.

To arrange a free local delivery please follow the instructions:- 

8) Choose 'Local Delivery' and then 'Continue To Payment'

Once confirmed you will receive an email notification when your order is out for delivery and also after it has bee delivered.

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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.

- Any item purchased during the sale. 

- 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.

Returns Charges

Return shipping is free of charge except for products measuring over 55x45x45cm and/or weighing above 10kg.

To see a full list of products unavailable for free returns please click 'Product Delivery Exclusions'

If a product is unavailable for free return shipping it is also stipulated at the bottom of the product description.

You are responsible for the cost of the return shipping for these products and will need to arrange the return by using a reputable shipping carrier of your choice. Alternatively we can arrange for the return on your behalf with one of our reputable carriers at a cost of between £39 - £199 approximately.

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

If an item is received defective or damaged you must contact us within 2 days and await further instructions. 

We try to keep the return charges as competitive as possible and aim to offer the best value for money.

How To Process A Return - United Kingdom

To start the returns process please click 'Return Your Order'

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.

If you are returning a product measuring over 55x45x45cm and/or weighing above 10kg, we will contact you with approval within 2 working days and discuss the return shipping.

Please print and attach this label to your parcel in the original packaging (If applicable) 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 'Return Your Order'

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 reputable postal carrier of your choice.

Please return your parcel in the original packaging (if applicable) 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 refund 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 amount.

The cost of the return shipping for products measuring over 55x45x45cm and/or weighing more than 10kg will be deducted from the refund amount if applicable.

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 defective or damaged and if you need to exchange it for the same item, you must contact us within 3 days 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 digital gift card will be emailed 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 or visit the store you made the purchase.

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