We know that life can be busy, and waiting in for a delivery can get in the way. That’s why, for any order delivered with our white glove service, we’ll let you know a date two weeks before we deliver, as well as a three-hour timeslot two days beforehand. We’ll also give you a call on the day with a more precise time. If your pieces are on the smaller side, we’ll deliver them through one of our approved couriers.
Please just make doubly sure your new piece will fit through doorways and tight turns, up staircases and underneath ceilings, and if door frames, windows or banisters needs to be removed to get it in, that you do this before we arrive. We’ve put together a Will it fit? Guide to help you prepare and to ensure your delivery day goes smoothly.
While we’ll always do our very best to make sure your order is delivered on the day we say it will be, very rarely unforeseen delays can happen. It goes without saying that we’ll reschedule as soon as possible. Also, it can occasionally take us a bit longer to deliver to remote locations, such as the Scottish Highlands. And sometimes deliveries can come from different locations and arrive separately, but you won’t be charged extra for this.
Should you be ordering from outside mainland UK (e.g. Channel Islands, Isles of Scilly and Isle of Man) or even further afield, all items will be sent through our carefully selected international delivery partners, so we’re not able to offer our Neptune White Glove Service – the exception being Northern Ireland.
Cancellations and returns
While we hope that you’ll be thrilled with your new Neptune design, 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 it, as long as it’s in its original packaging (unless we took this away for you) and without any signs of use. The only exceptions are bespoke and ex-display designs, which we’re not able to take back or refund unless they’re faulty.
Other than that, there are a few things to know:
When it comes to made-to-measure designs (anything in a colour or fabric of your choice, rather than our ‘standard’ finish) and fitted pieces (kitchens, bathroom cabinets, Buckland bench seating and Pembroke shelving), we can only refund you 80% of the amount you paid because we then sell these pieces at a reduced price in our outlet. If you cancel your order within 24 hours though, we can refund you the full amount as we won’t have started making it yet.
For furniture delivered with our white glove service, we’ll need to charge €150 to pick up the piece you’re returning, unless you tell us when we deliver it and we take it back with us.
You can only return a mattress if it’s still in its plastic wrapping.
And, if you bought your design in store, please return it to a store in the same country.
If you’ve decided to have your Neptune kitchen fitted yourself, rather than using one of our approved fitters, you’ll also need to make sure of a couple of extra things:
You’ve thoroughly checked the designs
Your fitter is capable of installing a timber kitchen (it’s a process that’s quite specialist, and different to installing a kitchen made from MDF or chipboard)
And that your fitter has read and understood our installation guide
We’re afraid that, if a problem comes up because of one of these things, you won’t be able to return your cabinetry.
Of course, whether your piece is bespoke, made-to-order, fitted or not, if there are any faults, knocks or bumps that we’ve caused, we’ll take it back and refund you in full, repair it, or sort out a replacement. 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 just call us on 01793 427 427, email firstname.lastname@example.org or visit any standalone Neptune store if you’re returning an accessory or smaller item. For courier delivered items that you bought online, simply use the prepaid postage label included with your order.
Rest assured that your statutory rights are unaffected.