FAQ

My Order

Why is my discount code not working?

Discount codes are normally one per person (unless stated otherwise). 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 placed so if you have already applied a discount code to your order, then you will not be able to avail of another offer.

 

Why do I need to provide my phone number to place an order?

We require a phone number in the event that we need to contact you regarding an order and to ensure that our delivery drivers are able to contact you should they need additional information to deliver your order.

 

 

What payment methods do you accept?

There are many ways you can shop with us. We accept debit/credit cards (Mastercard, Visa, American Express) as well as Paypal, Apple Pay and Stripe.

 

How do I place my order?

 

  1. Select the desired product(s). Specify the quantity desired and click on "Add to Cart" The selected product will be automatically added to your cart.

 

  1. Once you have chosen your products, click on "Checkout", then proceed through the order process.

 

  1. In your shopping cart, you have access to a summary of your order.

 

  1. Login to your account, if you do not have an account, you can create a new account, or continue as a guest.

 

  1. Click "Continue to shipping method".

 

  1. Choose your desired shipping method. Add your billing and delivery address. Then click "Continue to payment method".

 

  1. Enter your payment details. If you wish to, you can also select to save your payment card information by selecting the tick box.

 

  1. Choose your billing and delivery address. If your billing address is different from your delivery address; click edit and fill out the fields.

 

  1. To confirm your order and details click "Complete order".

 

  1. You're all done! You'll receive your order confirmation number, and we'll also send you your confirmation by email.

 

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.

 

Is my transaction secure?

When purchasing from our website you can be assured that 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.

 

The order I received doesn’t match the one I placed.

If your order has been incorrectly supplied, please email support@neuu.com including your order number. We will update you regarding the status of your order.

 

I haven’t received my order yet.

If you haven't received your order, please email support@neuu.com including your order number and we will update you regarding the status of your order.

 

How do I change or cancel an order?

If your order has not yet been processed, you can change or cancel your order by contacting our support team to arrange additional payment/refund.

If it has already been processed, please email support@neuu.com.

 

Where do I find my order number?

You can find your order number in your order confirmation email or by logging into your account and selecting your order from My Orders.

 

When will payment be deducted from my account?

Payment will be deducted when your order has been processed and before products are shipped.

 

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.

 

Can I change my order?

 

If your order has not yet been processed, you can change your order by contacting our support team to arrange additional payment/refund.

 

If it has already been processed, please email support@neuu.com.

 

Can I save items in my basket and return to them later? 

If you are signed in to your account the items you have added to your cart will be there when you return within a limited period of time.

 

However, certain browsers and extensions may stop items from remaining in your cart, or if you clear your cookies this can also interfere with the site's ability to retain your cart when you return later.

 

How can I place an order as a gift? 

If your order is a gift for somebody else, please let us know if you require a note by emailing support@neuu.com stating your name and any message you would like to send with your gift.

 

Without this change the receiver will see only NEUÚ as being the sender.

 

I forgot to add my promotional code to my order.

If you did not apply your discount code during checkout then unfortunately there is no way to add it to your order.

 

If the code has not expired when placing your next order, you can use the code then.

 

What does order status mean?

Your order status lets you know at what stage of the process your order is currently at - from when you click buy to when your item is delivered.

 

The different order statuses are:

 

"Order Placed" - Your order has been received and will be processed shortly.

"Order Processed" - Your order has been processed and will be prepared for shipping with either Fastway or DHL, depending on your location.

"Order Fulfilled" - Your order has been shipped from our fulfilment centre and will be with you shortly.

 

My Delivery

 

Can I ship my order to another country?

Yes, just provide your shipping details outside of your billing address when you place your order, under Shipping Address.

 

Can I have my order delivered to an address other than my home address?

Yes, just provide your shipping details outside of your billing address when you place your order, under Shipping Address.

 

Which carrier do you use and how much does it cost to send my order?

 For our customers in Ireland, Fastway Couriers will deliver your orders. FREE shipping applies to all orders over €70 while orders under €70 will incur a shipping charge of €4.95.

For our customers in Northern Ireland and the UK, Fastway Couriers will deliver your orders. FREE shipping applies to all orders over €70 while orders under €70 will incur a shipping charge of €5.95.

For other EU customers, DHL will deliver your orders. Orders over €70 incur a shipping charge of €8.50 while orders under €70 incur a shipping charge of €12.50.

Unfortunately, we cannot currently ship orders outside of the US and EU zones to ROI customers. We sincerely apologise for the inconvenience.

 

Can I track my order?

 Yes, you can. You can use the unique tracking code that is supplied in your shipment confirmation email to track your order.

 

Do you deliver on bank holidays?

Please refer to your couriers website for information on deliveries during Bank Holidays, Easter/Christmas period.

 

How can I check the status of my delivery?

You can use the unique tracking code that is supplied in your shipment confirmation email to track your order.

 

My order has arrived damaged, what are my options?

If your order has arrived damaged, please email support@neuu.com including your order number. We will update you regarding the status of your order.

 

How long will it take to receive my order?

International delivery times vary depending on the destination. Delivery to Europe usually takes between 4-7 working days and delivery to the rest of the world usually takes from 5-8 working days. We do not ship orders exceeding 3kg in weight to destinations outside of the UK and Ireland. If your order weighs more than 3kg you might consider splitting your order into two separate orders. You will be notified during checkout if your order weight exceeds the limit for your destination.

 

Can I get next day delivery?

All next day delivery orders for Ireland must be placed before 3pm Monday - Thursday for delivery the following day. Orders received on Friday before 3pm are delivered on Monday, the next business day. Your delivery will require a signature so it is always best to have your parcel delivered where someone will be available to receive it. A work address is good for this reason, but if you are having your order sent to work please remember to include the company name and the department where you work.

 

My Account

 

How can I change my saved card details?

Yes, you can change your credit card settings when you login to your NEUÚ account. Select 'My Order' and you can edit your relevant details.

 

What is NEUÚ's privacy promise?

When you provide us with personally identifiable information through our website, we respect your privacy. With your consent we may use your information to tell you about products, promotions and special offers that may be of interest to you, by email. All customers are given the opportunity to opt-out of receiving such information. Please refer to our Privacy Policy for more information.

 

Do I have to register on the NEUÚ website to place an order?

You can place an order as a guest, but if you wish to repurchase items you can save your personal details and shipping details through your NEUÚ account for easier access.

 

How do I create an account?

You can create a NEUÚ account by going to the Create Account page and provide us with your full name, email and create a password. Then click 'Create' to confirm your details.

 

Can I update my account details including name, address, email and phone number?

Yes, you can login to your NEUÚ account and go to account settings to update your account details such as your name, address email etc. at any time.

 

Is my personal information safe?

Any personal information which you provide to us will be securely stored in accordance with the Data Protection Acts, 1988 – 2003 and General Data Protection Regulation 2018. Please refer to our Privacy Policy for further details on how we use your personal information.

 

I forgot my password, how do I reset it?

When you enter your NEUÚ account login page, at the end of the page click 'Forgot Password'. Enter your email address and we will send you an email to reset your password.

 

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. As NEUÚ is a safe and secure website any personal information such as credit card details is private when sent to this site.

 

The NEUÚ Extraction Science

 

What type of ingredients are used in NEUÚs products?

At the heart of NEUÚ products is Ascophyllum Nodosum seaweed, a natural source of vitamins, minerals, antioxidants and lipids. NEUÚ Moisturisers and serums actively promote moisture retention and elasticity. NEUÚ Shaving Gels use the anti-bacterial properties of marine minerals, such as iodine and magnesium. NEUÚ Facial Scrubs use marine minerals, anti-oxidants and the gentle abrasive power of seaweed husk. To find out more about the ingredients we use in NEUÚ products, please refer to the product description beside each product in our shop or visit our Ingredients page.

 

How should I apply NEUÚ Seaweed Skincare products?

Every product on this website is accompanied by application advice. Tips for each product can be found on its product page and in the Directions section.

 

What makes NEUÚ Seaweed Skincare special?

The unique NEUÚ seaweed oil extract contains the protective and moisture retaining properties of intertidal seaweed which are extracted under scientific process at our facilities in the University of Limerick. These properties are then recombined in a potent new form together with terrestrial plant extracts.

 

Exchanges & Refunds

Can I use more than one promo or discount code at once?

Only one discount code can be used per order and per customer.

 

What is your returns policy?

To organise an exchange or refund, please refer to our returns policy for further information or contact our support desk at support@neuu.com. Further contact details are available via our contact page.

 

Will I get a refund for my delivery charge when I return my item?

Refunds for delivery charges upon return of your items will be dealt with on a case by case basis through our customer support desk. Contact us at support@neuu.com for further details.

 

What is NEUÚ's returns and refunds policy?

It is NEUÚs intention to satisfy our customers. For this reason, we will gladly issue an exchange or a full refund to the original credit card for any unopened merchandise that is returned within 30 days of the date of purchase. We cannot offer exchanges or refunds on any opened or used products. Please refer to our returns policy to find out more information on how you can return products to us and receive a refund.

 

What are my refund rights under the Distance Selling Regulations?

Under the Distance Selling Regulations, customers within the EU are entitled to a cooling-off period of 14 days, which begins on the day that you receive the goods.

During the cooling-off period, EU customers can cancel their order without giving a reason and without incurring charges or penalties, other than possible charges incurred in returning the goods. EU customers have the right to request a full refund for a product within 14 days of receiving their purchase

For customers outside the EU, our refund policy outlined here applies to all requested refunds.

 

How do I return a damaged product?

To organise an exchange or refund for a damaged product, contact us at support@neuu.com and we will provide information on how to return your damaged product.

 

Can I exchange or have a refund for my online order in a store?

No this is not possible unfortunately.

 

How long do I have to return an item?

30 days from the date of purchase.

 

The price has changed since I ordered it, can I get a refund of the difference?

No, the price at the time of sale is the final price. This policy does not affect your statutory rights.

 

How do I claim tax back for an online order?

For international orders, shipping costs shown on your order do not include duties, taxes or other import fees assessed by governments outside Ireland. You may be subject to additional import duties, taxes or fees assessed once your shipment(s) reaches the destination country. These costs may vary and are your responsibility as they are not within the control of NEUÚ. In respect of all Products dispatched to you outside of Ireland, you are deemed to be the importer of the Products and must therefore comply with all the laws and regulations of the country into which the Products are being delivered. You should note that customs policies and practices vary widely from country to country. We recommend that you contact your local customs office for more information. Please note that the value of your order(s) must be listed on the outside of your package for customs purposes. Please note cross border shipments may be subject to opening and inspection by customs authorities. Please contact your local customs authorities with any questions regarding fees and inspections.

 

How long will it take to get a refund?

Depending on the method of payment, refunds can take up to 10 working days after being approved before funds are returned to your account.

 

Brands & Products

 

What types of ingredients are used in NEUÚs products?

 At the heart of NEUÚ products is Ascophyllum Nodosum seaweed, a natural source of vitamins, minerals, antioxidants and lipids. NEUÚ Moisturisers and serums actively promote moisture retention and elasticity. NEUÚ Shaving Gels use the anti-bacterial properties of marine minerals, such as iodine and magnesium. NEUÚ Facial Scrubs use marine minerals, anti-oxidants and the gentle abrasive power of seaweed husk. To find out more about the ingredients we use in NEUÚ products, please refer to the product description beside each product in our shop or visit our Ingredients page.

 

What is your policy on customer reviews posted online?

We invite and accept customer reviews. Our policy is we will only post reviews online with your express permission. However, a review can only be published on our website if you have already purchased a product.

 

I am allergic to nuts, which products are safe to use?

All of our formulations are peanut-free. Nevertheless, we cannot guarantee that any of our products were processed in a peanut or nut-free facility. Research has shown that most individuals with tree- or ground-nut allergies can often tolerate shea and coconut oils, as these are not part of the tree and ground-nut family. For individuals with any severe nut-allergies, we strongly advise that you consult with your doctor and conduct a patch test before using any new product.

 

Are your products safe to use if I am allergic to Gluten?

Yes. Our products do not contain gluten, nor are they manufactured in facilities that process gluten, a protein found in wheat and other grains. However, none of our ingredients are “certified” gluten-free, because our ingredient suppliers are not “certified” gluten-free. As with any new product, if you have serious allergies, we recommend that you consult with a doctor or do a patch test first to be sure that you can tolerate our products.

 

What are the Customer Service Opening hours?

Our Customer Service Opening hours are from 9am-6pm, Monday-Friday.

 

Do you use micro-beads in your products?

No, we do not use micro-beads in our products as they are natural and 100% authentic.

 

Can I use NEUÚ Seaweed Skincare products after the best before date?

To get the very best out of our products, we recommend using the products within 6 months after opening. Please see best before dates displayed on our packaging.

 

I am allergic to seafood. Are your products safe to use?

Yes. Shellfish allergy is due to a protein produced by animals. We do not use any animal products in our formulations.

 

Professional Partnerships

 

Can I become an affiliate for NEUÚ?

NEUÚ Seaweed Skincare is always on the lookout for influencers and affiliates who fit with our brand. If you're an influencer operating in the skincare space and feel passionately about NEUÚ, you can contact us for more information at sales@neuu.com

 

Can I offer your products in my hotel or guest house?

Yes, if you wish to stock our products in your hotel or guest house please contact sales@neuu.com for more information.

 

How can I sell NEUÚ products in my shop?

 

If you wish to stock our products in your store, get in touch with us at sales@neuu.com

 

Loyalty Programme

 

Do you have a loyalty programme?

We currently do not have a loyalty programme, but we will send promotional emails to you if you have signed up to our newsletter.

 

How can I unsubscribe from your 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 the newsletter?

Type your email into the 'subscribe to our newsletter' box on the main web page. Once you are accepted you will receive our bi-monthly newsletter and promotional emails.

 

Other

My question isn’t listed

If you haven't found what you're looking for, please get in touch with us on Facebook Messenger or by emailing our support team by emailing support@neuu.com and we will get back to you as quickly as possible.