- A beauty expert, who is available to assist you from Monday to Thursday, 9am to 6pm, or Friday from 9am to 1pm, and can be called on +44 2030 485 280 by telephone (standard network rates apply) or via WhatsApp.
- A contact form, where you can choose the subject of your request. We will to get back to you as soon as possible.
- Direct email contact: customerservicesuk@neuraeparis.com

If you have a customer account but you cannot remember your password, please click on the “Forgotten password” link in the website footer.
Enter your email address in the relevant field and you will be able to rest your password in your account.

You can change any of your personal information by visiting the “Your personal details” section of “Your account”.

Visit the “Your addresses” section of “Your account”. You can modify multiple delivery and billing addresses by editing them, deleting them or adding new ones.

Making a purchase on www.neurae.com is quick, efficient and secure.

Step 1: Once you have selected your product(s), you can choose the quantity. You cannot buy purchase more than 4 of the same item.
Step 2: Click on the “Add to bag” button at the bottom of each product page. You can then either click on the “View your basket” button to confirm your purchase, or select your samples and finalise your order.

To find a product on the website, type its name into the “Search” field at the top of each page. Or, if you’re not sure of the name of the product, you can type in a more generic term, such as “serum”.
All Neuraé’s products are available online. If a product is temporarily out of stock, you can click on the “notify me when available” button to receive an email when it is available to buy again. To find out when the product will be back in stock, we recommend contacting the Customer Service department using the contact form.

Promotional codes must be entered into the relevant field on the basket page before confirming. Then, click on confirm. Only one promotional code can be used per order.

You can find all the information about your order in the “Your orders” section of “Your account”: the order status, details of the products, the amount, the billing and delivery addresses, the delivery method, and the downloadable PDF invoice.

The status of your order may be:
- Confirmed: your payment has been accepted, your order has been confirmed and we are currently processing your order.
- Payment incomplete: your payment attempt has failed.
- Dispatched: your order has been sent to the address indicated during order confirmation.
- Cancelled: your order has been cancelled at your request. For more information on how to cancel your order, please contact our Customer Service department by telephone +44 2030 485 280 or email customerservicesuk@neuraeparis.com

If you realise that you have made a mistake on an order that you’ve have just placed on the website, please call +44 2030 485 280 as soon as possible (standard network rates apply) so the Neuraé Customer Service department can examine whether your order can be amended.

When you create your account, you can choose to sign-up for the Neuraé newsletter.
You can also sign-up for the newsletter simply by entering your email address in the relevant field in the website header or footer.
You can unsubscribe from the Neuraé newsletter at any time by going to the “Your personal details” section in “Your account” and ticking the “no” box, or by clicking on the unsubscribe link at the bottom of each newsletter.

Exclusive offers on the www.neurae.com website are only valid for orders placed on the www.neurae.com online store.

Standard delivery is free for all orders.
Neuraé offers two delivery options:

• Standard delivery
Standard delivery is provided by Parcel Force.
Orders are delivered 2 to 3 working days after they are dispatched. Your order will be dispatched after your payment has been accepted.

Standard delivery is free for all orders.
Orders can be delivered to the address of your choice.
Delivery times may vary depending on exceptional circumstance, such as customs clearance, during Peak Trading periods and Bank Holidays, where we will be unable to guarantee our usual delivery time frame.

• Express delivery
Next working day delivery is provided by Parcel Force.
Orders are delivered the next working day if the order is placed before 11am (Monday – Thursday). For orders placed after 11am on Friday will be delivered the next working day. Your order will be dispatched after your payment has been accepted.
Orders can be delivered to the address of your choice.
Delivery times may vary depending on exceptional circumstance, such as customs clearance, during Peak Trading periods and Bank Holidays, where we will be unable to guarantee our usual delivery time frame.

Orders placed at www.neurae.com can only be delivered within the United Kingdom. Orders cannot be delivered Overseas or any other country in the world.

Secure payment
Payments made on www.neuraeparis.com are completely secure. SSL encryption means that your bank details are only sent over the internet in an encrypted form – they are encoded so as to make them invisible.
Neuraé allows you to save your card details. This secure service saves your encrypted bank details so you can use them in the future. Your card’s CVV is never saved and you will be asked for it whenever you make a payment.
Your account will only be charged when your order is dispatched. ships.
We do not accept cheque payments.

You can pay for your order on the www.neuraeparis.com website by credit or debit card Visa, MasterCard, American Express and PayPal. We do not accept cheque payments.

The buyer’s bank issues an authorisation as soon as the payment is confirmed. However, the bank account is only debited when the order is dispatched.

If your online payment was rejected, please contact your bank. If you have any other questions, feel free to contact the Neuraé Customer Service department.

With Klarna, you can spread the cost of your purchases over three secure and easy-to-manage payments at no extra cost. When you confirm your basket, select the option “Pay in 3 interest-free instalments”*, then enter your payment details. You can then manage your orders and payments from your mobile phone using the Klarna app.

* Klarna Pay Over Time

We accept returns of products purchased on www.neuraeparis.com if the items are unopened within 28 days. You must notify us within 14 days of receiving your order, that you would like a full or partial refund. You have an additional 14 days to return the product to our warehouse.

To return a product, please contact customer service via www.neuraeparis.com quoting your order reference and the product(s) you wish to return.

Send the product(s) back in its original packaging, together with the return form, to the address provided on the form.

This can also be found below.
Sisley
S/O Staci
Swift Park
Old Leicester Road
Rugby
CV21 1DZ

If you want more information about the ingredients of a Neuraé product, please fill in the contact form and select the subject “Product information”.

Neuraé does not carry out any animal testing.

For us to recommend Neuraé products to pregnant women, we need to test products specifically on this population, which is not the case for our products.
However, we have not as of yet been made aware of any particular feedback regarding products used by pregnant women. We recommend that our clients consult their doctor if in any doubt.

The Neuraé Customer Service department can also be called on, +44 2030 485 280, from Monday to Thursday, 9am to 6pm, or Friday from 9am to 1pm (standard network rates apply) for personalised advice.

The quality of our products is guaranteed as long as they are unopened and kept in appropriate conditions.
Once open, the PAO symbol, depicted by an open jar printed on the product packaging and specifying a duration in months (“M”), indicates how long the product can be used safely after its first use.

To be notified of new Neuraé products, please sign-up to the newsletter, either when creating your account, or simply by entering your email address in the relevant field in the website header or footer.

Please direct any partnership requests to the Neuraé Customer Service department: customerservicesuk@neuraeparis.com

Whenever you make a purchase on www.neuraeparis.com, you can choose two samples per order. Unfortunately, Neuraé does not send out samples by request.