Common Questions & Answers
Are NEUÚ products natural?
Our products are at minimum 95% natural and rely on high quality, sustainably sourced ingredients that are natural or of natural origin by definition. To find out more about the ingredients in each product please refer to the product description beside the product in our Shop page.
Are NEUÚ products certified organic?
Our products are not certified as organic. We use ingredients that are natural or of natural origin by definition, some of which are organic (our marine macro algae for example) while some are not. We are respectful of the benefits that organic and natural plant-based products have for the skin. We also appreciate the results that science can deliver and accordingly strive to incorporate a balance of high-quality, scientifically validated skin-friendly ingredients in our products in order to perform specific functions.
Are NEUÚ products tested on animals?
NEUÚ products and ingredients are never tested on animals. All NEUÚ products are plant-based and are cruelty free.
Where are NEUÚ products made?
NEUÚ products are all developed and manufactured in Ireland.
What skin types are NEUÚ products formulated for?
NEUÚ products provide intense hydrating & soothing benefits for all skin types. Due to their marine algae lipid component, NEUÚ products are especially effective for dry, irritable and sensitive skin.
Who are NEUÚ products suitable for?
NEUÚ products are suitable for all ages, all genders and all skin types.
Do you provide product samples?
In line with our sustainability ethos we do not produce individual product samples in order to minimise packaging waste and we hope you will understand our reasons for this. Instead we are removing the risk of trialling our full sized product by offering a 30-day risk free trial to first-time customers of neuu.com. Please see Returns & Exchanges for details.
How quickly can I expect to see results?
In an independent product home-use trial of NEUÚ marine lipid moisturiser consisting of 300 female participants who frequently suffer with dry, sensitive and/or generally problematic skin, 87% of participants reported visible improvement to the appearance of their skin within 7 days. Please note individual results may vary.
Are NEUÚ products non-comedogenic?
Yes, all NEUÚ products are formulated to be non-comedogenic.
Are NEUÚ products paraben free?
Yes, all NEUÚ products are formulated without parabens. Our products are also formulated without mineral oils, petrolatums, PEGs, PPGs, MEA, DEA, TEA, phthalates, silicones, SLES/SLS.
Are NEUÚ products hypoallergenic?
Yes, NEUÚ products are formulated to be hypoallergenic.
Are all NEUÚ products formulated with NEUÚ’S patented marine algae extract?
Yes, all NEUÚ products are formulated with our patented marine algae extract which is scientifically proven to reduce inflammation and irritation and is included at levels which meet or exceed the clinically proven levels to achieve desired results.
Do NEUÚ products contain fragrances?
No, to maintain the intense benefit of our marine algae lipid extract, NEUÚ products are not bleached or chemically scented, thus maintaining their natural colour and the scent of seaweed – our hero ingredient!
Why do I need to provide my phone number to place an order?
We require a phone number in the event we need to contact you regarding your order and to ensure our courier partners are able to contact you should they need additional information to deliver your order.
How do I use my discount code?
You can add your discount code into the accompanying box at the shipping method page when you are placing an order online.
Why is my discount code not working?
Discount codes are typically one per person (unless stated otherwise) so if you have used a code already you will not be able to re-use it. There is also a limit of one discount code per order so if you have already applied a discount code to your order, you will not be able to avail of another offer on that same order.
I forgot to add my discount code, can I apply it after placing my order?
If you did not apply your discount code during checkout then unfortunately there is no way to add it to your order subsequently. If the code has not expired when placing your next order, you can use the code then.
What payment methods do you accept?
We accept all major debit/credit cards (Mastercard, Visa, American Express) as well as Paypal, Apple Pay and Stripe.
Is my transaction secure?
When purchasing on our website you can be assured your payment through credit/debit card, Paypal, Stripe, Apple Pay is safe and secure. Your credit card details are secured by SSL-encrypted technology and will never be stored online without your permission.
What can I do if my payment is declined?
If your payment has been declined, please contact your bank or payment provider for support or try another payment method.
What happens if the order I received doesn't match the one I placed.
If your order has been incorrectly fulfilled, please email email@example.com immediately on receipt including details and your order number and we will work to resolve the issue without delay.
What can I do if I haven't received my order yet?
If you haven’t received your order please check the delivery status directly with the courier company using the tracking number provided in your order confirmation email. If having done that you still have no visibility on delivery status, please email firstname.lastname@example.org with details including your order number and we will work to resolve the issue without delay.
Shipping & Returns
Orders are generally dispatched from our warehouse within 1 business day of receipt. During busy periods it may take a little longer to dispatch your order.
Do you ship internationally?
We currently ship within the Republic of Ireland and Northern Ireland only.
Can I have my order delivered to an address other than my home address?
Yes, if within the Republic of Ireland and/or Northern Ireland. Just provide the ship to address (under Shipping Address) as well as your billing address when placing your order.
Which carriers do you use?
Our courier partners are Fastway Couriers and UPS.
How much does it cost to ship my order?
All orders within the Republic of Ireland and Northern Ireland will incur a flat rate shipping charge of €4.95. We currently do not ship outside of the Republic of Ireland and/or Northern Ireland.
How will I know that my order has gone through?
All NEUÚ orders are confirmed via email with your order number and confirmation of order details. To make sure you receive your order confirmation email please add email@example.com to your address book and/or check your spam folder in case the email is accidentally filtered as spam.
How will I know that my order has shipped?
You will receive an email when your order leaves our warehouse. This email confirmation includes a tracking number and shipping provider so that you can track your order to your door. To make sure you receive your shipping status email please add firstname.lastname@example.org to your address book and/or check your spam folder in case the email is accidentally filtered as spam.
Can I track my order?
Yes, use the tracking code supplied in your shipping status email to track your order directly with our courier partner.
How long will it take to receive my order?
All deliveries are by courier. Delivery within the Republic of Ireland usually takes 2 working days and delivery to Northern Ireland usually takes 3-4 working days. Please use the tracking code provided in your shipment confirmation email to track your order delivery status.
My order has arrived damaged, what are my options?
If your order has arrived damaged please email email@example.com immediately on receipt detailing the issue and your order number. We will guide you through the returns process and work to resolve the issue by offering a replacement, exchange or refund without delay.
Exchanges & Refunds
What is NEUÚ's return and refund policy?
We have a 30-day return and refund policy. We understand how tricky it can be to find products that work for your skin. In the event you find our product does not work for your skin just email firstname.lastname@example.org quoting your order number and confirming the product(s) you wish to return for a refund. We will issue you with details of how to return your product(s) for a refund. Note if your product arrives damaged this is a different issue and in such case you should notify us immediately on receipt by emailing email@example.com quoting your order number and providing details of the issue. Please be assured that we will always aim to address any customer issues in a timely and fair manner.
Will I get a refund for my delivery charge when I return my item?
Refunds apply to the product purchase price only, less any delivery charges if delivery charges have been paid by the seller.
How do I return a damaged product?
To organise an exchange or refund for a damaged product, contact us at firstname.lastname@example.org immediately on receipt of the damaged item(s) quoting your order number and we will guide you through the return or exchange process.
Can I exchange or get a refund for my online order in a store?
Products purchased online at neuu.com can only be exchanged or refunded through our online store. The same applies to products purchased instore from one of our stockists. These can only be exchanged or refunded through the stockist where the items were purchased.
How long do I have to return an item?
30 days from the date of purchase (with the exception of damaged orders, please see above).
How long will it take for my refund to be processed?
Depending on the method of payment, it can take up 5-7 working days after approval for a refund to be visible in your account.
Do I have to register on the NEUÚ website to place an order?
No, you can place any order as a guest. If you wish to repurchase items you can save your personal and shipping details to your NEUÚ account for easier and repeat access.
How do I create an account?
You can create a NEUÚ account by going to Create Account page, input the required personal details and create a password. Click 'Create' to confirm and you’re done!
I forgot my password, how do I reset it?
Go to your NEUÚ account login page and click 'Forgot Password'. Enter your email address and we will send a link to the registered email address to reset your password.
What is NEUÚ's privacy promise?
Is my personal information safe?
Will my credit card details be secure?
Your credit/debit card details are secured by SSL-encrypted technology and will never be stored online without your permission. NEUÚ is a safe and secure website and any personal information such as credit card details is private when sent to our website.
How can I unsubscribe from NEUÚ newsletters and marketing emails?
Click the unsubscribe button at the end of our newsletter and marketing emails. You will be redirected to a page confirming you have unsubscribed from our newsletter and marketing emails. You can also update your preferences through the settings in your NEUÚ account.
How do I register for NEUÚ newsletter?
Type your email into the 'subscribe’ box on the main web page. Once you are accepted you will receive only relevant (and not too frequent) communication from us in relation to special offers that might interest you and/or new product launches.
NEUÚ & Sustainability
What is the NEUÚ approach to sustainable packaging?
Our packaging ethos is sustainable and functional and is designed to have minimum environmental impact while at the same time maintaining product integrity and quality. Our objective is to keep to a minimum the amount of energy and raw materials used to produce our packaging and to establish circular practices that will help minimise waste and allow for the reuse of our packaging. As part of our commitment to sustainable packaging we offer our products without external unit cartons and offer our products in fully reusable and recyclable amber glass vessels. Where plastic is required (for jar closures/caps) we are committed to using recycled polyethylene terephthalate (rPET).
What materials do NEUÚ use in its packaging?
We choose all packaging materials based on the product formulation, shipping requirements and the corresponding environmental impact of each and every choice. As a result, NEUÚ products are housed in amber-coloured glass vessels, a material traditionally used by the pharmaceutical industry for housing medicinal products given the dark colour of the glass offers contents a degree of UV protection thus minimising the need for preservatives. Where possible we use glass packaging made from recycled content. Where paper and cardboard are used in our packaging, we use stock that is from renewable sources and is recyclable.
How can I repurpose or recycle my NEUÚ packaging?
There are a number of ways to repurpose your NEUÚ packaging. Our jars are suited to be reused as storage containers for small household and/or office items or can be reused to store oils, creams or powders. In the event you do not have an ongoing use for your NEUÚ glass jar and have access to recycling services we recommend separating the components and placing unwanted glass jar and jar cap/closure into the appropriate recycling bins or alternative recovery systems as both items are commonly recyclable.