Delivery & returns

January 2024 update:

Container ships are currently being redirected to avoid the Suez Canal disruption, resulting in extended delivery times for selected products. Please check you’re comfortable with the adjusted delivery timeframe (as seen on the product page) before making a purchase. Fortunately, this issue only impacts a limited number of lines, and plenty of our designs in our UK warehouse are still readily available.

Delivery

We know that life can be busy and waiting in for a delivery can get in the way, that’s why we offer two delivery services. 

1. For any order delivered with our White Glove service, which includes furniture delivered to room of choice, assembled and packaging removed, we will get in touch beforehand to arrange a date and time that works for you.

  • On orders delivered to England and Wales this will be within 5-10 working days (on top of product availability time).  
  • For delivery to Scotland and Ireland this will be within 7-14 working days (on top of product availability time).  

2. On smaller orders such as accessories and lighting, we’ll deliver them through our approved Courier Delivery service within 3-5 working days. 

Also, if your order contains a mixture of larger furniture pieces and smaller accessories, they are likely to be dispatched separately but you will only be asked to pay for the White Glove delivery service.   

If your order is over £100 (or €150 in Ireland), your delivery will be free.  

For orders under £100 (or €150 in Ireland), it’s £6.95 (or €19 in Ireland). 

For the Highlands and Islands, it’s £17.50 for parcel delivery and £300 (excluding ferry charges) for furniture. The standard service for these areas is a pallet curbside delivery. Should you be ordering from outside mainland UK (excluding Northern Ireland), all items will be sent through our carefully selected international delivery partners. In some instances, we can offer our White Glove Service if preferred. Price on request. 

Please make 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. And sometimes deliveries can come from different locations and arrive separately, but you won’t be charged extra for this. 

Cancellations and returns

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).

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.