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Following the recent outbreak of Coronavirus (COVID-19) in the UK our courier partner Hermes have put in place a number of measures to protect our customers and their colleagues.
Your tracking number can be found in your order dispatch email from Neotrims, as well as your tracking confirmation from Hermes.
HERMES AUTOMATIC DELIVERY TO A SAFE PLACE
The parcel will be dropped somewhere safe to deliver, Hermes or the Courier will leave it there – even if there’s someone in the property. Hermes will take a photo, which will be included in the delivery notification email.
NO SAFE PLACE? STEPS HERMES COURIERS ARE TAKING TO AVOID CONTACT
If there is no safe place to deliver, the Hermes courier will knock on the door and step back. When you answer they will ask for your name to ensure a safe delivery, but you will not be asked to sign on the handheld device. If there is no answer, Hermes will re-attempt delivery on a different day.
*FREE for orders over £40
£2.50 for orders below £40
Order before 12 Noon for delivery the next working day.
Delivery will be between 8am – 8pm.
Please note: Orders placed after 12pm, or any time on a Saturday or Sunday or bank holiday will be processed on the next working day (Mon-Fri) and delivered the day after.
Our delivery partners are Hermes / UPS / APC
There will always be a Tracking Number sent to you on confirmation email of sent goods.
In some cases can manage your delivery using the links in this email that the courier will send you, with options to leave in a safe place or deliver to a neighbour if you will not be in. Hermes will make three delivery attempts.
Hermes have implemented contactless delivery and we’re encouraging all of our customers to choose their preferred safe place for deliveries. If you have a tracking number for your parcel, you can go to the MyHermes Tracking page, choose ‘Change Delivery Preferences’ and select a safe place.To find out more, read the Hermes Coronavirus update.
From €2.50 or $4.50 based on weight. Normal Standard* Airmail BY UK Royal Mail postal service.
*Standard Airmail: a normal airmail service, Not Trackable
Delivery times are advised below, and they are estimates that our Postal service Gives us, they are be faster or longer duration.
|Order Destination||Standard||Air Express (if you have opted for this and paid extra)|
|Europe||5-7 Days||2-4 Days|
|USA||8-11 Days||2-3 Days|
|Canada||5-7 Days||3-4 Days|
|Rest of the World||5-10 Days||5-8 Days|
We understand that from time-to-time customers want to return or exchange goods OR on occasions we get it wrong and a wrong item has been posted or even you may have found a defect.
We’re here to make life as smooth as possible for these situations.
We also offer a no Quibble Returns policy should you not like the item.
Some simple stipulations:
We are unable to amend orders. To add a product to your order, you will need to place a new order.
Our orders are dispatched the very next day or even same day of being placed , so usually we find we unable to catch the dispatch to add or amend to an existing order. But you can certainly call us and check; (An email be usually be too late)
To change the details of your delivery address, remove items from your order or to cancel the order completely, please contact our Customer Services team as soon as possible, quoting your order number. We suggest you call us: +44 1162 714923
Once your order has been dispatched, we are unable to make any further changes*
*Note our orders are usually processed the same or next day and if the items have indeed been collected by couriers and dispatched, we cannot do anything. In this instance if you wish to return part or whole of the order, the postage is payable by you.
Returns Must be authorized; Telephone or mail Our Customer Services to discuss return, and we will offer you the best method of return. (telephone: +44 116 2714923)
Please do not return your purchase without Authorization.
Photographic Evidence to show your problem will expedite a Authorization.
Our Refund Policy runs alongside your rights under the Consumer Contracts Regulations. Full details of your rights under the Consumer Contracts Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office..