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 £25

£3.50 for orders below £25

We have designed our shipping to be very simple; a £3.50 shipping is applied for all purchased below £25. We know there are items on our website for £0.99 a meter or £1.50 for a sample and paying at £3.50 shipping does not warrant this charge. So in these instances we encourage you to purchase low value items from our Etsy OR eBay Storefronts. Simply type Neotrims Storefront in the portal to find us.

The Neotrims website here will give you access to prices lower than on our external storefronts and its especially designed for our large quantity buyers or wholesale clients who are offered bulk prices for every product also.

Delivery

• Standard UK shipping is delivered by Royal Mail or one of our Courier Partners (UPS, Hermes etc)
• All Standard shipping is a 3-4 day service, a little longer in outreach parts of UK.
• Its not TRACKED, and so whilst you will be given a reference number of shipping, it’s only a Proof OF Shipping that royal mail gives us, and this can not be sued as a Tracking number.
• We can not tell you which day it will be delivered
• If you want a next day service, please select the expedited Next day option at Check out and this will cost £6.50. This is trackable.
• Order before 8pm for delivery within 3 working days (Mon to Sat excl. Bank Holidays).
• Delivery will be between 8am – 8pm.

£6.50

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.

Delivery

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.

Shipping:

• We can ship our products to worldwide, with UK National Post Carrier: ROYAL MAIL.
• Shipping times are in business days and are approximate.
• Majority of the Items are sent as Normal Airmail Letters and Parcels, which is the most economical method and hence these are NOT TRACKABLE.
• You will receive a sent confirmation email and a unique reference which is a proof of posting, but this is NOT A TRACKING NUMBER and will not work to trace a item. We can not tell you when the parcel will be delivered, once dispatched by standard post its in the system for delivery.
• If you have paid for a COURIER EXPEDITED service, one which you have to opt and pay at Checkout, than you will get a Tracking number and the whole parcel will be Trackable.

We are unable to amend orders. To add a product to your order, you will need to place a new order.

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.

• Online order returns should be made within 28 days of the purchase date
• Returned products must be in a re-saleable condition in the original packaging
• Your refund will be processed, and credit will be applied to the original payment method within 14 working days of receipt

Please Note:

• Postage is payable by you if the goods are “a no quibble return policy we run”, or if it’s a exchange.
• Postage will be refunded, or a postage label sent if the goods have been sent by us are either not what your ordered (size/ quantity/ colour etc) or if they have been received as damaged. In the event that the parcel is small and easier for you to return and post, we will ask you to do this and refund you the postage.
• We may offer you a drop off point to return your parcel and print the return label with a QR code we will send you in advance. In either case its VITAL you request a Proof of Postage from the post office or the Parcelshop.
• Options will be discussed on phone with you to make as easy as possible for you and us.
• Please try to use the original packaging when sending your items back and ensure they are securely packaged. Neotrims cannot be held responsible for any damage caused during posting.
• Please hold onto your proof of postage until we’ve confirmed via email that your refund has been processed

Photographic Evidence to show your problem will expedite a Authorization.

• You will need to send a photo of the mistake or damage at time of discussing the return on email to our customer services email. We suggest you do this before calling us so the picture can be reviewed prior and during your call.

• Items Used or Cut or Processed in anyway can not be returned
• Postage for returns payable by you unless we sent wrong item /damaged items received
• Refunds only issued after Goods received and checked.

• Refunds will be processed within 14 working days of us receiving your return.
• Your refund will be credited to your original payment method.
• Refunds only issued AFTER goods received and inspected , please always retain the PROOF OF RETURN receipt until then.

• International orders can be returned up to 28 days from the purchase date.
• Return products in unused condition and in the original packaging. We are unable to accept international returns if the original packaging has been opened.
• Refunds on international items will include the amount paid for product, plus duties, taxes and fees (if prepaid).
• Unfortunately, we are unable to refund shipping costs for returns UNLESS and if it’s for the return of faulty or damaged items that we had sent. (photo evidence must be sent, see below)
• Refunds are processed within five working days of your parcel being received in the Global-e UK hub. Any refund will automatically be issued to the original payment method used when placing your order.

International orders should be returned via your local postal company of that country, and should include a Return Merchandise Authorization (RMA) form. ( a proof of posting which you should keep)

To prepare your international return package, follow these simple steps:

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.

Please Note:

• Postage is payable by you if the goods are “a no quibble return policy we run”, or if it’s a exchange.
• Postage will be refunded only, if the goods have been sent by us are either not what your ordered (size/ quantity/ colour etc) or if they have been received as damaged. We will require photographic evidence of the problem please, this really helps us deal with your query very fast.
• In the event that the parcel is small and easier for you to return and post, we will ask you to do this and refund you the postage.
• We may offer you a drop off point to return your parcel and print the return label with a QR code we will send you in advance. In either case its VITAL you request a Proof of Postage from the post office or the Parcelshop.
• Options will be discussed on email/phone with you to make as easy as possible for you and us.
• Please try to use the original packaging when sending your items back and ensure they are securely packaged. Neotrims cannot be held responsible for any damage caused during posting.
• Please hold onto your proof of postage until we’ve confirmed via email that your refund has been processed

Photographic Evidence to show your problem will expedite a Authorization.

• You will need to send a photo of the mistake or damage at time of discussing the return on email to our customer services email. We suggest you do this before calling us so the picture can be reviewed prior and during your call.

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..