Delivery & returns
Delivery in the UK and Ireland
Whether you decide to place your order with us online or at any of our beautiful stores, we’ll handle your delivery in exactly the same way. If you spend over £50 (€100 for Ireland) we’re happy to say that we offer free delivery. For orders less than £50/€100, we charge £6.95 or £8.50 for next-day delivery to the UK, and €14.95 for standard delivery to Ireland.
We always aim to dispatch your order that same day, but, if you order after 2pm or during the weekend, we’ll send it out the following working day. If some of the items in your order aren’t available for a little while, we can either wait and deliver them all in one go, or we can look at sending them out as soon as they’re ready – just let us know what you’d prefer.
For all UK and Irish orders, we have one of two delivery services. On each product page, you’ll see which service we use for that particular piece (though if you order a combination of accessories and furniture, we’ll always use our white glove service).
Our Savernake flooring and some of our stone tile designs are the only exceptions, because they come straight from our specialist partners. You’ll find all the delivery details for these in our terms and conditions.
White glove – for furniture
Our white glove service is where you’ll have a two-man delivery. That means no heavy lifting on your part is needed. They’ll take it to your desired spot, assemble it for you (unless it’s fitted furniture such as bathroom cabinetry), take away the packaging for recycling, and show you how to use it.
We’ll call ahead to arrange a convenient delivery date for you. Two days before we’re due to arrive, we’ll call again to confirm a three-hour slot, and on the day, your delivery duo will call when they’re about 30 minutes away so you don’t have to stay home all day.
Courier – for small pieces and accessories
With smaller designs, we tend to use one of three couriers, DPD, UPS or Royal Mail – the three that we think are the best. It means that we can get your order out to you sooner.
DPD are who we use the most. They don’t deliver liquids though, so if you’ve ordered paint for example, we’ll then use UPS. Royal Mail are our preferred partner for the smallest of accessory orders – when the parcel weight is less than 2kg.
We’ll always get your order to you as quickly as we possibly can, but for particularly remote, rural areas, it can take us a little longer.
For homes and customers outside of the UK and Ireland, our international team are here to help arrange shipping and delivery. Call us on +44 (0)1793 427 427 or e-mail [email protected] and together we’ll sort out the best method for you.
Returns and exchanges in the UK and Ireland
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.
Returns and exchanges overseas
If you’ve bought something from us outside the UK or Ireland, just get in touch with the store you bought it from – or with our international team if you bought it through them – and they’ll let you know how you can return or exchange it.
You can find the store’s details online here.
And talk to our international team on +44 (0)1793 427 427 or at [email protected]
These terms don’t affect your statutory rights. For our full terms and conditions, please click here.