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 we’re happy to say that we offer free delivery. For orders less than £50, we charge £6.95, or £8.50 for next-day delivery. 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.
For all UK orders, we have one of two delivery services. On each product page, you’ll see which service is used for that particular piece (though if you order a combination of accessories and furniture, we’ll always use our white glove service). 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.
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 an hour 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, our international team are here to help arrange shipping and delivery. Call us on +44 (0)1793 427 427 and together we’ll sort out the best method for you.
Returns and exchanges in the UK and Ireland
We believe that returns should be easy.
Sometimes you need to see things in your own home to know if it works or not. We get that.
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. So, we’ve made our returns policy simple and easy. But perhaps most importantly, we approach them with a ‘no quibbles’ mindset.
We’ll honour a 28-day, no-quibble refund policy on any Neptune item.
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) and £150 for anywhere else (like 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.
Don’t forget – if you’re returning a mattress, it needs to be unopened and wrapped up safely in the original packaging.
If you’re returning more than one item in one go, don’t worry, you’ll only get charged once.
When it comes to Neptune Tailored orders, there’s a 30% returns fee (as well as the collection fee if we have to pop back). 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.
The only designs that we can’t accept returns on are Neptune Bespoke pieces.
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.
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.