FAQS
What are your opening hours?
We are open Monday - Saturday 9am - 5pm, and will answer any questions within 24 working hours during this time. Please do not send messages on multiple formats as they are answered in order of receiving them.
Where are you based?
We are based in the United Kingdom
What is Inspired by?
It's a product which is inspired by a stated designer fragrance, NOT a replica or copy, this is not to be confused.
Are your products Vegan Friendly and Cruelty Free?
We only use Vegan Friendly Fragrance Oils, and of course they are cruelty free! We wouldn't have it any other way.
How should I store my fragrances?
Please note as with all fragrances, they must be kept out of direct sunlight and away from hot/cold elements. Failure to do so may result in your product being affected.
Can I amend or cancel my order after I've placed it?
Unfortunately all of our shipping is automatic, so we cannot edit or cancel an order once it is placed.
When will my order arrive?
Where is my order?
Please check your tracking link that was emailed at the time of despatch (may be in junk/spam folder).
My order has arrived damaged?
Please take pictures of the outer packaging, the damaged bottle(s) ensuring the bottle number is visible and email the pictures to our Customer Services Team at askneiaoils@gmail.com. Unfortunately damage incidents need to be investigated so we need sufficient photographic evidence. Please do not dispose of the bottles or packaging until we have advised you that we completed our investigations. All damages must be reported within 7 days of receipt
My order has been received incorrect?
Please check your order confirmation alongside the order you have received and if there are any discrepancies, please email askneiaoils@gmail.com with a picture of all the goods received along with the packing slip. All error must be reported within 7 days of receipt
My order is marked as delivered but I have not received it?
Not a problem, we’ll get you covered! Just send an email to askneiaoils@gmail.com and let us know your order number. We answer emails 9am from 6pm.
What is your returns process?
We accept products back within 30 days for a refund or exchange. We assume customers will test a scent with a drop or 2 before returning, however we do not accept bottles that have been used more than this or outside our 30 day policy and they will be returned to you. Please note that products bought as part of a bundle set must be returned as a set for a refund otherwise we can only offer an exchange. Please contact our Customer Services Team at askneiaoils@gmail.com for further details.
Where is my exchange/refund?
Please check on your return tracking receipt that we have received this and send us a copy of your receipt. Returns are generally processed within a week of receipt. We are not responsible for returns lost by your courier during return transit.
Can I use two promotional codes at once?
No, our discount codes or promotional codes cannot be stacked, therefore you are unable to use codes on pre-discounted bundles or packs.
What if I missed the time window in a sale I wanted?
We’re always kind to our customers, so please send an email and our lovely team will take care of you. Email us at askneiaoils@gmail.com and let them know of your situation. You deserve your favorite fragrances for the best price!