Shipping policy

UK Delivery

Orders are delivered by Royal Mail or  Evri, DPD however we may choose to dispatch your order using DHL Tracked services if the order is of high value/quantity, the decision to upgrade to a tracked service is made at our discretion.

We dispatch orders within 24 hours, Monday to Friday (excluding Public Holidays).

We provide the following services to the UK:

* Next day delivery when ordered before 2pm.

Excludes the following postcodes:

AB31-AB38,AB41-AB56,FK17-FK21,HS1-HS9,IV1-IV56,IV63,KW1-KW17,KA27,KA28,PA21-PA49,PA60-PA78,PH19-PH26,PH30-PH44,PH49,PH50,PO31-PO41,ZE1,ZE2,ZE3,IM,TR,BT,GY,JE

Important

Delivery times stated above are estimated based on the usual service we get from Royal Mail and our other delivery agents and are not guaranteed delivery times.

All delivery times are based on a working week (Excluding Saturday and Sunday)

All express delivery options will only be delivered Monday-Saturday.

There will sometimes be delays in the postal system – we cannot be held responsible for this, however caused.

Returns / Missing items

If your item/s are missing, defective or not as described, the following will apply to you:

You must contact care@neohairlotion.co.uk in the first instance.

Please request an “Returns Authorisation” BEFORE returning your item. Returning without an RMA will result in the package being returned to you.

You need the following information to request an RMA:

1) Valid Order Number.

2) A Valid Reason to return the item – see details below.

You must notify us of any missing, incorrectly received or unwanted items within 30 days.

All goods returned to neohairlotion.co.uk are assessed by our specialist team, Then we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your item/s has been misdescribed and you wish to return it, you may do so but we must be notified within 7 days of receipt.

Take full unboxing video if you want to claim

Please take one full unboxing video once you have received the package. It will be helpful in the future if you want to claim regarding the package or item. Record the opening video continuously without any cuts or pause or edits and shall be recorded under proper light (not darkness) .

Late or missing refunds

If you haven’t received a refund yet, 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 yet, please contact us at care@neohairlotion.co.uk

Where it is not possible to use our Freepost address or If you choose to return the defective product to us using your own method of delivery, we will refund up to £2.99 of the costs incurred by you. This will only be refunded upon the receipt of proof of the carriage costs.

Unwanted items must be returned to us unopened, in a saleable condition, complete with their original packaging and accessories.  All return costs, risk of loss or damage in transit shall be borne by the Buyer.

International returns must be sent via your local postal service.  We will refund up to £2.99 of the costs incurred by you. This will only be refunded upon the receipt of proof of the carriage costs.

To arrange a claim for your missing items we have to allow a full 28 days from the date of dispatch for the delivery of the goods, then we will be able to arrange to refund or resend the items as required.

Change of Delivery Address