We understand that life can be busy and waiting for a delivery can be inconvenient.
That’s why we offer two delivery services.

1. Courier delivery

Smaller items like accessories, lighting, footstools, rugs, and dining chairs are delivered to most UK mainland addresses* via our approved couriers within 5 working days. 
 

• Free standard courier delivery on orders over £150, to most UK postcodes*, including Northern Ireland
• Orders under £150, standard courier delivery fee £6.95 to most UK postcodes*, including Northern Ireland
• Next working day delivery £9.95, available on small parcel deliveries only.
  Order before 2pm on a working day, no minimum spend
  Excludes Northern Ireland and UK Remote, Highlands and Islands*
  Some larger items are not eligible for our next day service as sent via an alternative courier partner
• Remote, Highlands and Islands* parcel deliveries via courier £17.50
  Next day delivery service is not available
• Deliveries to the Republic of Ireland
  Free courier delivery if your order is over €250, otherwise €30
  Next day delivery service is not available
• We are not currently able to deliver from the UK to any other international destinations
• Please note that some candles and fragrances cannot be delivered to Northern Ireland or the Republic of Ireland. Refer to the Delivery & returns section on relevant products
• If your order contains a mix of larger furniture pieces and smaller accessories, usually sent via courier, you will only be charged for the Neptune Home Delivery Service that relates to the furniture item(s) you have purchased
  Please note that your items may arrive separately
• You can track your parcel at any time using our Track My Order feature
  To do this you’ll need your order number from your order confirmation and your delivery postcode

* For a complete list of postcodes considered remote or Highlands & Islands please refer to the table below.

2. Neptune Home Delivery Service

For large orders, or those containing large-scale furniture items, we provide our own Neptune Home Delivery Service. Your delivery is handled by our own Neptune team, using our own fleet of vehicles. Each driver is carefully trained to deliver, unpack and assemble your furniture with the same care and attention we put into making it.

• We will contact you in advance to arrange a convenient date for your delivery
• For deliveries to most UK Mainland (non-remote) addresses*, we aim to deliver within 14 days of your product arriving with us
• In remote UK, Highlands and Islands*, and the Republic of Ireland delivery is usually within 21 days of your product arriving with us
• Deliveries in Northern Ireland the Republic of Ireland are handled by our trusted partners
• Other international deliveries are arranged through our stores in each territory
• Please note, your delivery date is not confirmed until our Neptune Home Delivery Bookings team contacts you
• The ‘Track My Order’ feature is not applicable this service

* For a complete list of postcodes considered remote or Highlands & Islands please refer to the table below.

There are three service levels within our Neptune Home Delivery Service, with the most appropriate one automatically applied to your
chosen product.

Standard Delivery – smaller furniture items requiring minimal assembly, or items that are easily damaged e.g.large footstools, larger prints or mirrors

• Items will be delivered to your doorstep or entrance
• Product requires minimal assembly and therefore no assembly or installation is offered unless you upgrade to our Premium Home Delivery Service
• Occasionally, deliveries may be handled by an alternative, trusted courier partner, meaning packaging can’t be removed

For UK remote areas, Highlands & Islands our standard service is pallet kerbside delivery. Please refer to the table below to see pricing for our Neptune Home Delivery Service.

Premium Delivery - most furniture items e.g. sofas, beds, dressers, dining tables

• Your order will be delivered to the room of your choice
• Price includes unboxing, assembly, and removal of all packaging for recycling
• Handled by our own, Neptune-trained, two-person delivery crew

For UK remote areas, Highlands & Islands our standard service is pallet kerbside delivery. Please refer to the table below to see pricing for our Neptune Home Delivery Service.

Project Delivery - large, high-value, or complex products like kitchens, bathroom washstands, multiple products for home design projects, or Chawton modular furniture

• Managed by a specialised two-person team, with longer allocated on-site for careful handling, and setup if appropriate
• Kitchens and bathroom items - delivered boxed to the room of your choice for future installation by qualified installers
• Home design projects - includes unpacking and placement of all items, including large accessories
• Chawton furniture: items up to two tiers high will be assembled by our team. Taller pieces, that require more skilled installation will be delivered boxed for later assembly

For UK remote areas, Highlands & Islands our standard service is pallet kerbside delivery. Please refer to the table below
to see pricing for our Neptune Home Delivery Service.

Delivery timeframes:

• Usual delivery timeframes are listed in the table above. Please note these maybe extended, particularly around bank holiday periods
• We usually send your order once every item is ready to despatch. Delivery timeframes begin when the final piece of your order arrives at our warehouse
• For orders with estimated delivery times, we’ll either ship the products as soon as they arrive, or contact you to arrange delivery via the Neptune Home Delivery Service
• If you’re ordering from outside mainland UK or Northern Ireland, items will be shipped through our international delivery partners
• For international deliveries outside of the Republic of Ireland please speak with your local store.

While we always do our very best to deliver your order on the specified day, unforeseen delays may occasionally occur. It goes without saying that we’ll reschedule your delivery as soon as possible. Deliveries, in particular those to remote locations, may take a little longer than quoted. Additionally, your order may be dispatched from different locations and arrive separately, but there will be no extra charge.

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 within 24 hours of placing your order, as long as this is prior to despatch.

Upholstery designs that are made to order must be cancelled 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.

Designs that are painted to order and our painted fitted pieces (e.g. our kitchens, bathroom cabinets, Chawton furniture, Pembroke shelving etc), must be cancelled 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.

Made to order upholstery, painted to order designs and cut fabric lengths are non-returnable as these have been made to your personal specification.

Appliances ordered through us may be cancelled within 24 hours of placing your order. This includes appliances that have been made-to-order.

Returns

We have a 28 days returns policy, and we’ll happily take back most products as long as they’re in their original packaging (unless we took this away for you), and without any signs of use. This includes Renewed furniture items.

Other than that, there are a few things to know:

Items bought in our stores

• If you bought your design in store, please makes sure you return it to a store in the same country (UK or Ireland)

Items bought online or by phone

• You are entitled to cancel your contract within 14 days after the day on which you receive the goods. Please contact us to do so.
  This does not apply to made to order items that have been personalised to you, or food items with an expiry date. If the goods are faulty or not as described your statutory rights are not affected.

Parcels delivered via courier delivery

• For courier-delivered items bought online, parcel collection from standard, non-remote UK addresses* and Northern Ireland is £9.95
• More remote addresses* incur a charge of £17.50
• Parcel collection charges are €19 in the Republic of Ireland

 * Please refer to our Courier Delivery Charges table above for a comprehensive list of postcodes considered remote for courier delivery

Larger items and furniture delivered via our Neptune Home Delivery Services

• For furniture delivered with our Neptune Home Delivery Service, we’ll need to deduct the original delivery fee from your refund
• Unless you decide at the point of delivery that you would like to return your product, we will also need to charge an additional fee to collect the piece you’re returning. This additional fee is equivalent to the original delivery charge as per the table below
• Please note, our scheduling team will have to schedule your collection, and your item may take up to 21 days to be
  collected. The product remains your responsibility during this time.

Product–specific exclusions

Mattresses can only be returned if in undamaged, original packaging

• Made to order items (to include both upholstery and painted furniture items ) cannot be returned, unless damaged
• You cannot return cut to order fabric or curtains, unless damaged
• Items bought in our archive sale, seasonal reductions or sale are not covered by our usual guarantees unless faulty. If bought online, non-faulty items must be returned within 14 days of receipt
• Hampers containing food items and other perishables with an expiry date cannot be returned
• You cannot return third-party appliances unless they are faulty
• None of these exclusions affect your statutory rights, including those set out in the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013

Damaged or faulty products

We take our delivery service seriously, and we design our packaging to make sure that what’s inside is wrapped up safe and tight. In the 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.