Terms and Policies

Terms & conditions

Whatever you’ve ordered from us, and wherever you bought it – online, over the phone or in one of our stores – you’ll find all of the ins and outs of our terms and conditions right here. We’ve tried to keep it as short as possible, and as free from technical speak and legalese as we can.When it comes to our curtains and blinds service, ex-display pieces, gift cards, and some of our flooring designs (Abbotsbury, Chesil, Seaton, Branscombe and Savernake), things are a little different. You’ll find the details on these at the bottom of this page.If you ever have any questions, we’re just a phone call (+44 1793 427 427) or email (info@neptune.com) away.

The legal bit

Sometimes we provide care guides with our designs that advise you on how best to take care of them. We’re therefore not liable for any faults that may arise in your piece that have resulted from not following these guides.

By making a purchase from us, you undertake that all products ordered are for your own use and not under any circumstances for resale.

Neptune.com is part of Neptune (Europe) Ltd and our dedicated Neptune stores (excluding our partner stores) are part of Neptune Retail Ltd. Our registered offices are at Neptune, Blagrove, Swindon, Wiltshire SN5 8YG. You can contact us in writing, by email (info@neptune.com) or by phone (+44 1793 427 300) should you have any queries. If you purchased through one of our partner stores then these terms are between you and that store. The store’s details will be on your receipt.

It’s quite important to say that we’re not liable for any indirect losses, such as losses of revenue or profits, which are not reasonably foreseeable when you place your order (except for personal injury or fraud). This also includes any losses caused by us not being able to meet our obligations because of things outside our control.

These terms fall under English law and the jurisdiction of the English courts.

About the designs

Our designs, from tables to flooring to paint, are made from natural materials wherever we can. Changes in colour, texture and wood grain, as well as slubs in fabrics, are just a lovely characteristic of this.

When it comes to paint in particular, colours are likely to change over time as they respond to sunlight exposure and moisture content in the air. Because our paint is produced using natural pigments and materials, there can be some colour variance across different batches too. When more than one tin of the same colour is to be used, we recommend that the tins are mixed together beforehand. And when redecorating a previously painted area, we advise completely repainting rather than ‘spot’ repairing for the most consistent finish.

We always try our best to make sure that the descriptions, images and prices on our website and in our literature are accurate. Sometimes we can’t control this (for instance, computer monitors can affect colour), but if you spot something that you think is amiss, let us know and we’ll try to solve it as soon as possible.

It’s also just worth pointing out that our ex-display pieces are sold as seen and might have the odd knock or bump on them.

 

What happens if we get the price wrong

Even though we do our very best to make sure all our designs have the right price in store and online, very rarely we might get it wrong.

If that happens in store, we’ll let you know before you pay for it, and you’ll pay the correct price if you’d still like to take it home.

Online, we’ll let you know before we send the order out to you to see if you’d like to pay the correct price or cancel the order. If we can’t get in touch with you, we’ll go ahead and cancel it.

 

Your order

When you’re placing an order for any of our furniture, accessories or home decorating materials, we’ll ask for the full amount to be paid at that time. But, if you place your order in any Neptune store and it won’t be delivered for another eight weeks or more, we’re more than happy to take a 50% deposit should you prefer. We’ll then just ask for the remaining half to be paid 21 days before your delivery date.

If you’re ordering something through our Neptune Tailored service, or if we’re creating a bespoke piece for you, we’ll ask for the full amount when you place your order, no matter the lead time. This is because we start making these pieces within 24 hours of the order being placed.

There are a few pieces that we’ll need to design together in-store, so we can get them spot-on for your space and organise professional fitting (like our Pembroke shelving). For these, we’ll create a quote before you place your order. This will be valid for 28 days, or until our next price review (we do these twice a year on 1st March and 1st September), whichever’s soonest.

 

Ordering your kitchen

We know you’re very excited about your new kitchen, but there are a few bits of paperwork that we’ll need to make sure you’ve signed first. This includes a copy of these terms, as well as any separate terms for installation and your work surfaces, plus the plan and quote that we’ll have put together for you. Just make doubly sure you’re happy with your plan and quote, because once you’ve signed them off, you won’t be able to ask for any more changes.

As this can be a big purchase, we only require a deposit of 20% (non-refundable), with the remaining 80% due 21 days before your delivery date. When it comes to installation, the cost of this should be paid straight to your Neptune approved fitter (unless the store you placed your order with has asked you to do otherwise).

The only other thing to say about kitchens is that, if you need to change the day it’ll be delivered that’s absolutely fine, but if this is done more than once within eight weeks of the delivery date then we’ll need to charge you £50 to cover the cost of storage, as it’s likely your kitchen will have already been made by this point. Also, if the dispatch date falls more than a year after you placed the order, we’ll change the cost of your kitchen to reflect our current prices.

 

Delivery

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 £29.95 (£150 outside mainland UK) 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 info@neptune.com 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.

 

Our guarantees

Peace of mind is a lovely thing to have. It’s why we guarantee all our designs. We doubt you’ll ever need them – we put a great deal of care, thought and attention into each of our pieces – but they’re there just in case you ever do.

Our one-year and five-year guarantees

We guarantee our accessories for one year, and our furniture (except parasols, which we count as accessories) and Neptune sinks and taps for five years.

When it comes to upholstered furniture – sofas, armchairs, footstools, headboards and dining chairs – we guarantee the fabric for the first year (except for colour changes), and the frame for five years.

Our lifetime guarantee for kitchens

We build our kitchens to last a lifetime, so that’s how long we guarantee them for.

Our lifetime guarantee covers:

  • The structure of your cabinets (in case they move, warp, bow or crack more than we’d expect to happen naturally)

  • All hardware such as hinges, handles, runners and catches

But it doesn’t cover:

  • Kitchens not installed by one of our accredited or recommended installers

  • If you move home and leave your kitchen behind – we’re not able to cover the new owners

  • Work surfaces – our specialist suppliers guarantee these. Ten years for Dekton, up to 15 years for natural stone, and 25 years for Silestone. We’re afraid that our oak work surfaces don’t come with a guarantee though.

  • LED strip lights – again, our partner company that makes these covers them, this time for two years

Whether your guarantee is with us or one of our suppliers, we’ll help if something goes wrong. Just get in touch with your kitchen designer.

A note on timber

It’s natural for wood to move a little. You might notice that your cupboard doors and drawers shift slightly, and small cracks may appear. It’s just the timber adjusting to the temperature and humidity of your home. We can put doors and drawers back into place – just get in touch with the store you bought your kitchen from.

The things we don’t cover

  • Pieces that you’ve changed or repaired yourself

  • Accidental damage, or anything that you’ve caused by neglecting your piece or not following our care guide. We can always help repair the damage, there might just be a small fee – we’ll be able to tell you more when you get in touch with us

  • Normal wear and tear (like dents and scratches)

  • Natural changes, like fading and cracking in timber, and colour changes in fabric and paint

  • Rust damage – it’s easy to avoid, and we’ve included advice in our care guides

  • Appliances, sinks and taps from another company

  • If you take your piece outside the country you bought it from, or use it somewhere that’s not a home

  • Ex-display pieces

And finally…

If we can’t repair your piece, we’ll replace it with the same design or one that’s similar.

It’s best to keep your receipt – we might need to see it if you bought your piece from one of our partner stores.

 

Our home design service

Our home design service is where you’ll work with one of our in-store designers on all the aspects of your room, from flooring and paint colours to furniture and accessories.

Ordering, delivery, returns and guarantees are just the same for any pieces you buy through this service as they are normally.

The only thing to mention is that there’s a non-refundable design fee that you’ll need to pay before we can visit your home and start working on your plans. This is £300 for the first room, and £200 for each room after that if you ask us to design these at the same time.

 

Flooring

Because we work with specialist makers for some of our flooring, the ordering, delivery, returns and guarantee details vary.

Our Buxton and Tamworth tiles and Marton floorboards fall under our main terms and conditions. However, you’ll find everything you need to know about our Abbotsbury, Chesil, Seaton and Branscombe tiles and Savernake engineered oak flooring below.

Stone flooring

Placing your order

If you’ve looked at our stone flooring online, you’ll have noticed that we ask you to come into one of our stores to place your order. That’s because we need to discuss having your tiles professionally fitted with you first, so they look their very best and stand the test of time.

When you come into store, we’ll also be able to give you a quote based on the amount you need – we just ask that you work this out beforehand. Your quote is valid for 28 days after we’ve given it to you, or until our next price review (we do these twice a year on 1st March and 1st September), whichever’s soonest.

Please double check your measurements carefully before you place your order; if you need to order more tiles at a later date, we can’t guarantee that they’ll match. Because they’re made from natural stone, there will always be some variation between individual tiles, but we try to make sure each batch is as similar as possible. It’s also best if you order an additional 10%, just in case.

Delivery

Our stone tiles are one of the only designs we don’t deliver ourselves, because they’ll come straight to you from our specialist flooring partner. But we’ll still arrange everything for you, and delivery is free.

This does mean that we’re not able to offer you a time slot like we do as part of our White Glove service. But, if you know you might not be in, the delivery team can leave the tiles without a signature – you’ll just need to let us know when you confirm the date. We can also specify a morning or afternoon delivery slot as long as you place your order at least ten days before you’d like it delivered. If you’re in a rush that’s absolutely fine so long as the tiles are in stock, we just can’t say what time of day your order will arrive. 

On the day, your delivery team will take the tiles to the nearest hard surface outside your home. They’re not able to carry them indoors or over soft, sloping or uneven surfaces, or take away the packaging. And because they’ll need to use quite a large lorry to deliver them (it’ll have either a tail lift or mechanical grab arm to lift the tiles off the lorry), it’s important that you let us know about any restrictions beforehand so we can find the best workaround.

Cancelling and returning

You can cancel or return your stone flooring just the same as our other pieces, as long as it’s still in its packaging and on the pallet it was delivered on. The only difference is that we’ll need to charge a collection fee if you’d like to return your tiles (unless they’re damaged when they arrive). This starts at £46+VAT for mainland England and Wales, £65+VAT for mainland Scotland and £96+VAT for Ireland. We’ll be able to let you know the exact amount when you get in touch to return your order.

If, when your tiles are delivered, you notice that they’re damaged, simply take a photo and get in touch with the store you bought them from so they can sort them out for you.

Of course, this doesn’t affect your statutory rights.

Guarantees

Our specialist stone partners don’t offer a guarantee on our Abbotsbury, Chesil, Seaton and Branscombe tiles, because of the nature of the material they’re made from. Changes in colour, texture and pattern in natural stone are completely normal and to be expected. If you have any problems later down the line, it’ll either be because they weren’t fitted properly (which is why we suggest you use one of our recommended installers), or because of the conditions in your room.

Savernake

Most of the things that apply to our stone flooring are also the case for Savernake. There are just a few differences:

  • Once you’ve worked out how many metres you’ll need, you should add an extra 15% on for wastage.

  • We’re afraid that our partners can’t give you the choice of a morning or afternoon delivery slot.

  • You’ll need to be home to sign for your flooring, because we want to make sure it’s not left outside – even though it’s packaged up, the timber could be damaged outside.

  • Because Savernake’s made to order for you, you’re not able to return or cancel it unless it’s faulty.

Curtains and blinds

Measuring up and getting a quote

All our curtain and blind orders start with a quote. It’ll be a rough estimate of how much yours will cost based on the measurements you give us.

Your quote is valid for 28 days after we’ve given it to you, or until our next price review (we do these twice a year on 1st March and 1st September), whichever’s soonest.

If you place your order after this, we’ll need to put together a new quote first.

The only time it might change is when we visit your home to take our own measurements. If they’re different to the ones you gave us, your quote will go up or down too.

This in-home measuring service costs £75, but we’ll take that off the price of your curtains, and we’ve found it’s the best way to get truly spot-on measurements.

Placing your order

Once you’re happy with everything, we’ll place your order and send it to our expert curtain makers – a family-run business in Gloucestershire – so they can get started.

We’ll give you a breakdown of your order – just double check it’s all there. We’ll also ask that you pay the full amount at this point, and let us know the best dates for us to install your curtains or blinds, and if we’ll have any problems getting to your house.

About our curtains and blinds

The fabrics we use for our curtains and blinds are made using natural materials like cotton, linen and wool, which can shrink a little in the moisture and heat of your home. That’s completely normal though, and should only be by about 5%. If you think they’ve shrunk any more than that, just let us know and we’ll look into it.

The sun can also be a bit of a problem and can make some fabrics fade (especially dark or bright colours). That’s why we recommend all our curtains and blinds are lined – the lining fabric will protect the face fabric from the light.

And rest assured that we’ll always make our curtains as exact as possible. They’re all made by hand though, so a little variation is possible. Curtains will be within 2cm and blinds 1cm of the measurements we took.

Installation

We know you’re excited to welcome your new curtains or blinds home, but there are a few things to bear in mind first.

We’ll work out a date and time for your installation at least two weeks beforehand – just know that it’ll need to be from Monday–Friday between 9am and 5.30pm. If anything changes, just let us know up to seven days beforehand, otherwise we might need to charge a rescheduling fee of £75 to cover the admin costs.

We also ask that you get the area around your window ready for us – as long as it’s clean and clear, we’ll be able to get to work.

This installation service costs £125 for one blind or pair of curtains, and £45 for each after that.

Guaranteeing your curtains and blinds

We put a great deal of care and attention into making our curtains and blinds, as well as the fabrics themselves. But we know that peace of mind is a lovely thing to have.

That’s why we offer a one-year guarantee from the day we install on curtain tracks, blind mechanisms and fabric (except for colour changes) and 30-days on the installation. So if anything goes wrong in this time, just let us know.

Cancelling and returning your curtains and blinds

We always want you to be over the moon with your purchases from us, but because our curtains and blinds are made bespoke just for you, we can only take them back or exchange them if something’s wrong with them.

If that happens, just let us know and we’ll either fix the problem or replace them. Please also send us a few photos if you can too.

And if you change your mind straight after you’ve placed your order, don’t worry. Let us know within 24 hours and we’ll cancel it.

Of course, this doesn’t affect your statutory rights.

 

Ex-display designs

Buying one of our ex-display furniture designs that have been on show in our stores is different to any of our other pieces:

  • These designs are all ‘sold as seen’ – they might have the odd knock, bump or scuff on them, and though we’ll do our best to point these out to you, you’ll need to have a good check over to make sure you’re happy with its condition.

  • If you can’t take your piece away with you, you’ll need to organise having it picked up and delivered – we’re afraid our delivery team can’t do this. Whoever picks it up will also need to be able to carry it out of the store.

  • You’re not able to return or exchange your ex-display design, and it’s not covered by our guarantees.

 

Gift cards

Whether you’re buying a gift card for someone, or someone’s bought one for you, here’s everything you might want to know – including what to do if it’s gone missing.

Buying a gift card or e-gift card

You can buy physical or electronic gift cards between £10 and £5,000 online here, or from any Neptune store in the UK. If you’d like to buy one worth more than £5,000, just give us a call on 01793 427427 and we’ll sort that out for you.

If you order online or over the phone, we’ll send your gift card via Royal Mail recorded delivery. It’ll be with you within about three–five days after your ordered it. If you’d like it sooner, you can have it delivered before 1pm the next working day, as long as you order by 3pm. Or you can choose a Saturday delivery. Here’s how much each service costs:

  Delivery for order under £50 Delivery for order over £50
Signed for 1st class £2.95 Free
Next day delivery before 1pm £5.95 £3.95
Saturday delivery £9.95 £9.95

 

Spending your gift card

Once you’ve got your gift card, you won’t need to do anything to activate it. It’ll work straight away.

You’ve then got two years (from the issue date) to use it, which you can do in any of our stores (except Neptune by’s and store-in-stores) or online, as long as you’re spending it in the same country you bought it. The issue date should be on your receipt, but if you can’t find it, just call our customer care team on 01793 427427 and they’ll be able to help.

To spend it in-store, simply give your physical gift card to one of our home specialists when you get to the till, or show them your e-gift card (which we’ll send in an email) printed out or on your phone. And to spend it online, just enter the 21-digit code and pin number on your card (or in your email) into the boxes on the payment part of the checkout page.

You can spend your gift card on any of the designs in our collection, in full or just partly, as well as things like our kitchen design service, you just can’t spend it on another gift card. And if you don’t spend all the money on your card, it’ll stay on there until the next time you want to use it, for two years after the issue date.

If you’d like another gift card, that’s fine – you can order as many as you’d like. We’re not able to top up existing ones though.

Your gift card is for keeps – you can’t swap it for cash, and any refunds will be in the form of a gift card too. And if it’s expired or you’ve altered it in any way, we’re afraid we won’t be able to accept it.

What to do if you lose or damage your gift card

If your gift card is lost, stolen or damaged, just get in touch. We’re not responsible for it once it’s with you, but we know that sometimes these things happen and we wouldn’t want you to lose out.

Call us on 01793 427427, and let us know the following things so we can confirm that the gift card’s yours, then we’ll cancel your old one and send you a new one with the same balance:

  • Either the original receipt/email confirmation, or the gift receipt.

  • The name of the person who bought the gift card, whether that’s you or the person who gave it to you.

  • When and where you (or they) bought it from.

How to check your card’s balance and expiry date

Simply head to neptune.com/giftcards and enter in the 21-digit number as well as the pin code (you can find these on your card or in the email we sent with your e-gift card).