Shipping policy

Neuropura

Last Updated: May 2026

Overview

At Neuropura, we're committed to getting your order to you promptly and safely. This Shipping Policy outlines our shipping procedures, delivery times, and what to expect when ordering from us. Please review this policy carefully to understand our shipping practices.

Order Processing

Processing Time

  • All orders must be paid in full before processing begins. Payment processing typically takes up to 5 business days. This timeline allows us to verify payment, confirm inventory availability, and prepare your order for shipment.

What Happens During Processing:

  • Payment verification and fraud checks

  • Inventory confirmation

  • Order picking and quality inspection

  • Packing and label generation

Delivery Times

Standard Shipping

  • Estimated delivery: 7-14 business days after order processing is complete

  • Delivery times are estimates and not guaranteed

  • Times may vary depending on your location and carrier schedules

Total Timeline Example

If you place an order today, it could take up to 5 business days for payment processing, plus 7-14 business days for delivery, meaning your order could arrive within 12-19 business days in optimal conditions.

Business Days Definition

Business days are Monday through Friday, excluding UK bank holidays and company holidays. Weekends and public holidays are not counted as business days. For example:

  • If you place an order on Friday, processing begins on Monday

  • Holiday periods may extend processing and delivery times

Shipping Carriers

We ship via trusted carriers including Royal Mail, DPD, DHL, and other major logistics providers. The specific carrier will be selected based on:

  • Your delivery location

  • Package weight and size

  • Current carrier availability and efficiency

Tracking Your Order

Once your order ships, you'll receive:

  • A shipping confirmation email with tracking number

  • A link to track your package in real time

  • Estimated delivery date based on carrier information

Please note: Tracking information may take 24-48 hours to update after shipment.


Shipping Fees

Shipping costs are calculated based on:

  • Delivery location (domestic or international)

  • Package weight and dimensions

  • Carrier rates at the time of shipment

Shipping fees are displayed at checkout before you complete your purchase. Once an order has shipped, shipping costs are non-refundable.


Domestic Shipping (UK)

For orders shipped within the United Kingdom:

  • Standard delivery: 7-14 business days after processing

  • We ship to all UK postcodes

  • Delivery times may vary based on your region

International Shipping

We currently ship to select international locations. For international orders:

  • Extended processing and delivery times apply

  • Customs clearance may cause additional delays

  • You are responsible for import duties and taxes

  • Contact us at maria@neuropura.com for specific international shipping options

Shipping Address

Important:

  • Provide a complete and accurate shipping address at checkout

  • Include apartment numbers, building names, and other relevant details

  • We are not responsible for delivery to incorrect addresses provided by you

  • If you need to change your address, contact us immediately at maria@neuropura.com

Signature on Delivery

Depending on your order value, a signature may be required upon delivery. If you're not available to sign for your package, the carrier may leave it at a safe place or require you to arrange redelivery through the carrier's website.

Damaged or Lost Packages

What to Do If Your Package Arrives Damaged

  • Document the damage with photos

  • Contact us within 48 hours of delivery at maria@neuropura.com

  • Provide your order number and photos of the damaged item and packaging

What to Do If Your Package Is Lost

  • Check your tracking information for delivery confirmation

  • Contact the carrier directly if the package is marked as delivered

  • Contact us at maria@neuropura.com with your order number and tracking information

  • We will work with the carrier to locate your package and provide a replacement if necessary

Delays and Force Majeure

Neuropura is not responsible for shipping delays caused by:

  • Extreme weather conditions

  • Natural disasters or acts of God

  • Carrier strikes or labor disputes

  • Government actions or customs delays

  • Pandemics, epidemics, or other public health emergencies

Out of Stock Items

If an item in your order is unexpectedly out of stock after payment, we will:

  • Contact you within 24 business hours

  • Offer a refund or a substitute item

  • Arrange for shipment of available items or process a full refund

Shipping Protection

We offer optional Shipping Protection at checkout for an additional fee. Shipping Protection covers:

  • Packages lost in transit

  • Significant damage upon delivery

  • Once an order has shipped, Shipping Protection cannot be refunded

Bulk or Business Orders

For bulk orders or wholesale inquiries, please contact us directly at maria@neuropura.com to discuss custom shipping arrangements, timelines, and pricing.

Order Updates and Communication

We'll keep you informed throughout the shipping process:

  • Order confirmation email upon purchase

  • Processing notification when payment is verified

  • Shipping notification with tracking number

  • Delivery confirmation when package arrives

Ensure your email address is correct at checkout to receive all shipping updates.


Returns and Exchanges

For information about returning or exchanging items, please refer to our Refund Policy. Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

Have Questions About Shipping?

If you have any questions about our shipping policy or your order, please don't hesitate to contact us:

Email: maria@neuropura.com

Address: 128 City Road, London, ENG, EC1V 2NX, GB

We're here to help and happy to answer any shipping inquiries.