Returns should be easy. Sometimes you need to see things in your own home to know if they work or not. We get that. So, while we hope that you’ll be thrilled to bits, we also want you to know that if you’re not, that’s fine too.
We have a no-quibbles returns policy, and we’ll happily take back most pieces within 28 days of when we delivered them. The only designs that we can’t accept returns for are bespoke pieces, ex-display designs, curtains and blinds, Savernake flooring and work surfaces, unless they’re faulty.
Once we receive your return, we’ll email you to let you know that we’ve sorted it, but please allow five–ten days for the refund to show on your account.
For smaller designs (like lamps and cushions), if you bought them in-store, you’ll need to return them in-store too. Visit whichever standalone Neptune store you like to do this – it doesn’t have to be the one you bought it from – and they’ll be happy to sort your refund or exchange.
If you ordered online or over the phone, we offer a free returns service on all of our accessories. All the details on what you need to do will be on your delivery note. Just make sure you keep hold of the packaging.
For larger pieces (the ones where you’ll need our two-man team), remember that they can take them away with them there and then if it’s not quite what you wanted. It means your return will be quick, simple and completely free of charge.
If you change your mind after our team have left though, there’s a £29.95 collection fee for mainland UK or a £150/€150 one off for anywhere else (like Ireland, Northern Ireland, the Channel Islands, Isles of Scilly and Isle of Man). Reason being, we need to cover the cost of sending our team back out to you. If you’re returning more than one item in one go, don’t worry, you’ll only get charged once.
And don’t forget – if you’re returning a mattress, it needs to be unopened and wrapped up safely in the original packaging.
These are the pieces that are upholstered in your choice of fabric or painted in your choice of colour instead of the ‘standard’ finish.
Because they’re made just for you, if you return them, we need to sell them at a reduced price in our outlet. So, if you cancel more than 24 hours after you place your order, or would like to return a made-to-order piece, we’ll refund 80% of the price.