Latest Covid-19 Update

Neuclo continues to closely monitor the developments of the Coronavirus (COVID-19) and we are committed to supporting our customers. Whilst we are doing all we can to ensure our service is uninterrupted, there may be a delay to your delivery service due to reduced staff capacity. Pleasevisit our carrier websites or to track your order.

Delivery & Returns

We accept orders from addresses in the United Kingdom and abroad. International orders take significantly longer for delivery and may be subject to import/value-added taxes that are beyond our control.

Where do you ship?

Delivery locations and terms: 

1. We can deliver anywhere in mainland Great Britain, Northern Ireland and abroad. 

2. Do you ship internationally? Sure, we do. Please note that international orders take significantly longer for delivery and may be subject to import/value-added taxes that are beyond our control.

3. We will deliver the Product(s) to the delivery address you specify in your order. We will not deliver the Products to your delivery address unless there is someone present to accept and sign for them. If you have not received the Product(s) within the estimated delivery time specified in the Dispatch Confirmation you should contact us via our website or by email or by telephoning the Customer Call Centre (details are available here: Contact Us). 

4. Delivery timescales in relation to pre-order items are estimated and may be subject to change as a result of manufacturing delays. Any delay to your delivery of pre-ordered products will be communicated to you in advance by Neuclo sales team. 

How long will it take for my order to arrive?

It takes 2 working days by Express delivery after placing an order and payment verification. For Standard shipping, most orders will arrive 3-5 working days after payment is verified and orders processed. Please note that international orders take significantly longer for delivery and may be subject to import/value-added taxes that are beyond our control. 

We are not liable to any delivery delays, nor loss of any kind caused by unforeseen and uncontrollable circumstances, such as unreachable recipients, invalid addresses, weather conditions that affect delivery and so on. In these situations, Neuclo will try its best to notify customers of the delay, and if possible, make new delivery/collection arrangements with an estimated delivery date.

Product returns

We want you to be 100% satisfied with your Neuclo purchase. Items can be returned or exchanged within 28 days (Excludes International Orders) of delivery.To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Ques 1: What is the returns period?

Ans: You may cancel and return your products for any reason within 28 days of the day you receive the Product(s). If your product is faulty and you notify us within 28 days of its delivery you will have the option to either select a repair service or refund. 

If a fault is found after 28 days of your products delivery you should contact us by telephoning 0333 012 4523 and we will, at our discretion, either repair, replace or provide a refund for the product. 

Nothing in our Returns Policy affects your statutory rights.

Ques 2: I informed you that I wanted to return an item during the returns period, but was unable to send it during this time. Am I still able to return it?

Ans: Yes. If you have informed us within 28 days but exceptional circumstances have prevented you from returning it within 14 days you will be able to return it.

Ques 3: If I am to post an item back do I have to pay for the postage?

Ans: There will be no charge for the postage of returning products due to a fault with the product within 28 days of delivery. For large items, collection is a service our customer service team will arrange for you. There is no cost to our customers for this service.

How do I return a product?

To return your item(s) you will need a Returns Label. This was provided to you as part of your delivery note. 

If you do not have one in the package please contact our customer service team will arrange for another copy to be emailed out to you. 

If you have an account with

- Login 

- Select 'MY NEUCLO' 

- Select 'Shopping Support' 

- Select 'Order' 

The status of your order is displayed on this page. 

If you purchased using a Guest Check-out: 

- Select 'MY NEUCLO'. 

- Select 'Shopping Support' 

- Select 'Order'. 

- Enter your order number - you will find this in the Confirmation email sent to you after your order was placed 

- Enter the email address which was entered when you placed the order 

The status of your order is displayed on this page. 

li>Click the 'Return' button against the order you would like to return (please note, if you have ordered more than 1 item and only wish to return 1, then please call our Customer Service Team on 0333 012 4523

Using the website you will be able to provide feedback as to why you want to return the good(s), we will issue a postage label that needs to be returned with the goods along with full instructions on how to return the goods (eg. packaging, drop off points, postage, etc.) 

Note: You will need to do this within 28 days of receiving your unwanted product(s). Once we're received your returned order we will process a refund or exchange as set out on the Terms and Conditions.

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