- By email: Contact us directly at CustomerCareUS@neurae.com
- Online: Click on the “Contact Us” link at the bottom of the page, fill in your information, and we will get back to you as soon as possible.
- In person: You can speak to one of our beauty advisors at a Neuraé counter. To find Neuraé counters near you, go to the “Find Us” section and choose your city.

If you have forgotten your password, please click on “Forgot Password?” at the bottom of the page. Enter your email address, and you will receive an email with a temporary password that allows you to reset your password and keep your personal information secure.

You can change any of your personal information by visiting the “Personal Information” section of “My account.”

Visit the “Your address book” section of your “Personal Information” under “My account”. You can manage multiple billing and shipping addresses, including modifying, deleting, or adding a new one.

Shopping at www.neurae.com is simple, quick, and secure:
Step 1: Once you’ve selected your product, you can choose the quantity. You cannot buy more than 4 of the same item.
Step 2: Click on the “Add to cart” button at the bottom of each product page. You can choose to keep shopping or click the “View your cart” button to confirm your purchase, choose your samples, and go to the billing, shipping, and payment areas to finish your order.

To quickly 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, like “serum”.

All of 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 cart page before confirming the order. Only one promotional code can be used per order.

You can find all the information about your order in the “Orders” section of “My account”. This includes order status, purchased items, total amount, billing and shipping addresses, delivery method, and a downloadable invoice.

The status of your order may be:
Confirmed: Your order has been confirmed and is about to be processed.
Payment incomplete: Your payment attempt has failed.
Shipped: Your order has been shipped to the desired address.
Cancelled: Your order has been cancelled. For more information regarding the cancellation of your order, please email our Customer Service at CustomerCareUS@neurae.com.

If you would like to change and/or cancel an order after you've confirmed it on the site, contact our Customer Service at CustomerCareUS@neurae.com as soon as possible.

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 “Personal Information” section in “My account” and ticking the “no” box, or by clicking on the unsubscribe link at the bottom of each newsletter.

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

To provide you with fast and efficient service, we offer two shipping options:
UPS Ground Shipping is free, and typically takes 1–5 business days.
UPS 2nd Day Air is $15, and delivers by the end of the second business day.
Prices are standard, regardless of your order total, and apply to the continental United States. You will be provided with a tracking number to track your shipment.

Orders placed on www.neurae.com/en-US/ can only be shipped within the United States, including Alaska, Hawaii, Puerto Rico, and the US Virgin Islands (although UPS 2nd Day Air is not available), but excluding other U.S. territories or possessions.

You can pay for your order through the www.neurae.com website by credit or debit card: Visa, MasterCard, American Express, and Discover. Payment methods accepted also include Apple Pay, Google Pay, and Klarna.
Important information: We do not accept credit cards with billing addresses outside the U.S. For your security, your billing name and address must match those of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria

If your payment is refused, please contact your bank. For any other questions, please contact Neuraé's Customer Service at CustomerCareUS@neurae.com.

SSL encryption ensures the security of payments made on www.neurae.com. This means that your bank information is transmitted exclusively in encrypted form over the internet, and is encoded to conceal it.

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.

Funds are put on hold when your credit card is authorized. Once your order is shipped, payment will be processed.

Within 30 days of purchase, we accept returns of products purchased on www.neurae.com. Products must be unopened and in their original packaging. When returning full orders, free gifts must also be returned.

To return an item, click on “Orders” under “My Account”, choose the order for which you would like to make a return, and download the return form. Mail the product in its original package with the return form to the address indicated. You can also complete the paper return form included in the package you received. We do not refund your shipping charges unless the return was a result of our error. A refund to your account will be issued to your credit or debit card for the price of the item(s) within 30 days following your return. Neurae.com can only exchange or refund items purchased from www.neurae.com. We don't accept exchanges or refund requests from other websites or retailers.

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

Neuraé does not carry out any animal testing.

Although our products are designed to be safe for all, pregnancy is a very particular physiological state. Check with your doctor before using any Neuraé products while you are pregnant.

On the main menu, click on the “Find your routine” quiz. For more personalized advice, contact our Customer Service department by email at CustomerCareUS@neurae.com. Or click on the “Contact Us” link at the bottom of the page, fill in your information, and we will get back to you as soon as possible.

Products remain of high quality when they are properly stored in good condition before opening. Once opened, the PAO (period-after-opening) symbol, represented by an opened jar printed on the packaging and showing the number of months (“M”), indicates the period during which the product can be used safely after opening.

To be notified of new Neuraé products, please sign up for our newsletter. You can do this by creating an account or by entering your email address in the field in the website footer.

You can contact our customer service at CustomerCareUS@neurae.com.

You can choose two samples per order when you shop at www.neurae.com.