Neptune.com is operated by Neptune (Europe) Ltd, whose registered office is at and can be contacted at Neptune, Blagrove, Swindon, Wiltshire SN5 8YG, +44 1793 427 427.
These terms and conditions (“Terms”) apply to each purchase of goods made from our website www.neptune.com, by telephone +44 1793 427 427 or in a Neptune store. We may change or update these Terms from time to time and will publish any changes on this website.
By making a purchase from us you undertake that all products ordered are for your own use and not under any circumstances for resale.
These Terms are governed by English law and are subject to the jurisdiction of the English courts.
We try to ensure that the product descriptions, images and prices that appear on our website are accurate. However, sometimes mistakes happen and in the event of any errors on our website then we will rectify the error as soon as reasonably possible and inform you of any error relating to any product you have ordered.
If there is an error in the pricing of any products we will contact you as soon as is reasonably possible and you may either confirm the order at the correct price or cancel the order.
Please note that sometimes the colours of products as they appear on your monitor and as they actually appear may be slightly different due to factors such as your monitor display settings and, for photographs, the lighting conditions at the time. Although we try our best to ensure consistency, sometimes different batches of the same fabric, wood and paint may be slightly different in colour and we cannot accept returns for this reason.
Before placing your order, please make sure you have entered all information correctly and check your room dimensions to ensure your order will fit and that there is sufficient access to deliver it.
All products must be paid for in full at the time of ordering. When we accept your online or telephone order we will send you an email confirming the details of your order, for orders placed in store a receipt will be given, until then there is no contract between you and us.
Neptune Tailored is a bespoke design service which allows you to customise your Neptune furniture. You can order our upholstery range in any of our fabric options and choose between dark or pale oak legs as stated on each product page. Please note we do not hold stock of customised upholstery, so it will take us up to 11 weeks to produce your bespoke furniture. Occasionally due to unforeseen circumstances the lead time might be longer than 11 weeks, in which case we will inform you as soon as we become aware of it.
This service also includes our bespoke painting service where we will hand paint your furniture in any of our colours. The choice of colours and charges are shown on the product page online and in our brochure. This painting service will result in the addition of a further 2 weeks to the expected delivery date. We strongly recommend purchasing a sample pot and testing the paint in your selected room.
We are able to offer only the fabrics featured on our website and brochures and unfortunately cannot offer special requests such as different buttons, piping, castors or studs, although we can offer cushions in a contrasting fabric.
Please note that in upholstery featuring buttons or a checked or striped fabric, sometimes the positioning of the buttons or the fabric may differ from those on the standard product, depending on the fabric chosen. We cannot guarantee fabric colour to be identical across different batches.
Availability information and delivery method will appear on each product page. When we accept your order which is being delivered by our White Glove Service, you will be contacted up to 16 days prior to the estimated delivery date to book in delivery. We will then contact you again within 2 working days of the confirmed date and give you a 3 hour delivery slot. The delivery team will contact you on the day of delivery to give you a more precise time. We only deliver to the UK mainland for Neptune deliveries.
All small orders will be delivered within 3 working days of stock availability via DPD, UPS or Royal Mail.
Cancellation and returns
OUR NO-QUIBBLE RETURNS POLICY
While we hope that when you see your Neptune design in its new habitat you'll be thrilled to bits, we also want you to know that if you're not, that's fine too. So we've made our returns policy simpler and easier. But perhaps most importantly, we'll approach them with a 'no quibbles' mindset.
You can return your order within 14 days of receipt of the item(s) for all online, telephone and store orders, and we will refund the cost of the item(s) to you. For furniture orders delivered by Neptune, all we ask is that you pay the costs of returning the order (or part of the order), which is £29.95 for UK mainland. For returns outside of the mainland which include Northern Ireland, the Channel Islands, Isles of Scilly and Isle of Man, there will be a £150 collection charge. For smaller items delivered via courier (DPD, UPS or Royal Mail), a pre-paid postage returns label will be included with your order.
Neptune Tailored (which includes upholstery, bespoke painting service and fabric by the metre) orders have a 30% returns fee in addition to the collection charge of £29.95. We'd love to not have to charge a penny for this, but as they're made-to-order just for you we can't always guarantee that we'll be able to sell them again. You can cancel your Neptune Tailored order within 24 hours from the time the order was placed and receive a full refund. After 24 hours and up to 14 days after receipt, we’ll charge a 30% cancellation fee if you choose to cancel or return your item(s). Neptune Tailored item(s) usually go into production 24 hours after the order is placed.
You are unable to return your mattress if the plastic wrappings have been removed.
Unless there is a structural defect in the product delivered to you, we do not accept returns of any products notified to us later than fourteen days after delivery.
The products we supply to you will be of satisfactory quality, fit for purpose, and as described. For some products we also offer a guarantee, details of which appear in the relevant product description and on our website.
Some of our products are provided with care instructions, and we will not be liable to you for any fault with any product that arises out of your failure to follow the care instructions.
If we deliver any product with a structural defect, please contact us as soon as possible to arrange a repair, replacement or refund.
We will not be liable to you for any indirect losses, including any loss of revenue or profits or any other losses that are not reasonably foreseeable at the time your order is accepted (except that these Terms do not limit our liability to you for death, personal injury or fraud).
We will not be liable to you for any loss you suffer as a result of our being unable to comply with our obligations under these Terms because of circumstances beyond our reasonable control.
These Terms do not affect your statutory rights.