We understand that life can be busy and waiting for a delivery can be inconvenient. That’s why we offer two delivery services. 

1. White Glove Service

For large orders or those containing large-scale items, we provide our White Glove Service. This service includes delivery to your room of choice, full assembly, positioning and removal of packaging. We’ll contact you in advance to arrange a convenient date and time.

• For deliveries to UK Mainland and Northern Ireland, we aim to deliver to you within 21 days. This is on top of any wait on product availability.
• Please note that your delivery date is not confirmed until our Home Delivery Bookings team contacts you. The ‘Track My Order’ feature is not applicable for White Glove deliveries.
  

2. Courier delivery

For smaller orders or items suitable for parcel delivery, such as accessories, lighting, footstools, rugs, and dining chairs, we’ll deliver these via our approved courier within 5 days.

If your order contains a mix of larger furniture pieces and smaller accessories, they are likely to be dispatched separately, but you will only be charged for the White Glove delivery service.

• Free delivery: Orders over £150 (or €250 in Ireland) qualify for free delivery.
• Standard delivery: For orders under £150 (or €250 in Ireland), delivery is £6.95 (or €30 in Ireland).
• Highlands and islands: For parcel deliveries, it’s £17.50, and for furniture deliveries, it’s £300 (excluding ferry charges). The standard service for these areas is pallet kerbside delivery.
• International orders: For deliveries outside mainland UK (excluding Northern Ireland), items will be sent via our international delivery partners. In some cases, our White Glove Service is available if preferred, with pricing provided separately.

Delivery timeframes:

• Parcel deliveries: If your order is in stock and suitable for parcel delivery to mainland UK, our approved couriers will deliver it within 5 days.
• White Glove Service deliveries: For larger products, we offer delivery via our White Glove Service within 21 days (UK mainland and Northern Ireland only).
• Estimated delivery: For orders with estimated delivery times, we’ll either ship them as soon as they arrive or contact you to arrange delivery.
• International deliveries: If you’re ordering from outside mainland UK or Northern Ireland, items will be shipped through our international delivery partners.

While we always do our very best to deliver your order on the specified day, unforeseen delays may occasionally occur. It goes without saying that we’ll reschedule your delivery as soon as possible. Deliveries to remote locations may take a little longer. Additionally. your order might be dispatched from different locations and arrive separately, but there will be no extra charge.

While we hope that you’ll be thrilled with your new Neptune design, if you’re not that’s fine too.

Cancellations

If you wish to cancel an order for any of our furniture, accessories, or home decorating materials, you can do so prior to despatch.

Made to order - When it comes to designs that are made to order, if you wish to cancel, you will need to do so within 7 days of placing your order to be fully refunded. You will not be able to cancel, amend or return your made to order design(s) once the 7 days has passed.

Painted to order - When it comes to designs that are painted to order and our painted fitted pieces (kitchens, bathroom cabinets, Buckland bench seating, Pembroke shelving and Chawton), if you wish to cancel, you will need to do so 28 days prior to your delivery date to be fully refunded. You will not be able to cancel, amend or return your painted to order products, once the 28 days has begun.

Returns

We have a 28 days returns policy, and we’ll happily take back most products as long as it’s in its original packaging (unless we took this away for you) and without any signs of use.

Other than that, there are a few things to know:

• You can return your delivery on the day if you’re not absolutely happy with it. Just let us know before we leave, and we’ll take it away for no additional charge. We’re afraid that we won’t be able to refund your delivery charge.
• For courier delivered items bought online, parcel collection is £9.95 (or €19 in Ireland).
• For furniture and larger accessories delivered with our white glove service, we’ll need to charge £50 (£150 outside mainland UK – Highlands and Islands) to pick up the piece you’re returning, unless you tell us when we deliver it and we take it back with us free of charge.
• You can only return a mattress if it’s still in its plastic wrapping.
• You cannot return cut to order fabric.
• And, if you bought your design in store, please return it to a store in the same country (UK or Ireland).

Seasonal reductions

• You’re not able to return or exchange products in our sale or seasonal reductions, unless they’re faulty and are not covered by our guarantees, or you bought them online and you tell us you'd like to return them within 14 days of receipt.

We take our delivery service seriously and we design our packaging to make sure that what’s inside is wrapped up safe and tight. But in the (very) unlikely event that you spot something not quite right, just let us know as soon as you spot the problem along with some photos if you can, and we’ll get it sorted.

To arrange a return please complete the online returns form on our website, or just call us. You can also visit any standalone Neptune store if you’re returning any accessories.

The only other thing to say is that, if you’re using our kitchen or home design services, you might order things such as appliances and taps through us that come from one of our third-party suppliers. Their own returns and guarantees policies will apply, rather than ours.

Rest assured that your statutory rights are unaffected.