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.

We should say at this point, we may refer to the products you have purchased throughout our terms and conditions as products, designs, pieces or accessories.

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 (01793 934011) or email (customerexperience@neptune.com) away.

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. We do not guarantee any resale items (second-hand).

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 (01793 934011) should you have any queries. If you purchased through one of our UK or Ireland partner stores, then these terms are between you and that
store. If you purchased through one of our international stores, then please ask that store for the terms that apply. 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.

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.

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.

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 ask for the remaining 50% to be paid 28 days before your delivery date.

If you’re using our made to order service for upholstery, 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 7 days of the order being placed.

If you need to change the day your order will be delivered that’s absolutely fine, but if this is done more than once within eight weeks of your delivery date, then we’ll need to charge you. This will be charged at £50 per week to cover the cost of storage, as it’s likely your piece will have already been made by this point. Also, if, at your request, the despatch date falls more than 12 months after you place your order, we’ll change the cost of your order to reflect our current prices.

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 and larger Chawton furniture). 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.

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

1. White Glove Service

For large orders or those containing large-scale items, we provide our White Glove Service. This service includes delivery to your room of choice, full assembly, positioning and removal of packaging. We’ll contact you in advance to arrange a convenient date and time.

• For deliveries to UK Mainland and Northern Ireland, we aim to deliver to you within 21 days. This is on top of any wait on product availability.
• Please note that your delivery date is not confirmed until our Home Delivery Bookings team contacts you. The ‘Track My Order’ feature is not applicable for White Glove deliveries.
  

2. Courier delivery

For smaller orders or items suitable for parcel delivery, such as accessories, lighting, footstools, rugs, and dining chairs, we’ll deliver these via our approved courier within 5 days.

If your order contains a mix of larger furniture pieces and smaller accessories, they are likely to be dispatched separately, but you will only be charged for the White Glove delivery service.

• Free delivery: Orders over £150 (or €250 in Ireland) qualify for free delivery.
• Standard delivery: For orders under £150 (or €250 in Ireland), delivery is £6.95 (or €30 in Ireland).
• Highlands and islands: For parcel deliveries, it’s £17.50, and for furniture deliveries, it’s £300 (excluding ferry charges). The standard service for these areas is pallet kerbside delivery.
• International orders: For deliveries outside mainland UK (excluding Northern Ireland), items will be sent via our international delivery partners. In some cases, our White Glove Service is available if preferred, with pricing provided separately.

Delivery timeframes:

• Parcel deliveries: If your order is in stock and suitable for parcel delivery to mainland UK, our approved couriers will deliver it within 5 days.
• White Glove Service deliveries: For larger products, we offer delivery via our White Glove Service within 21 days (UK mainland and Northern Ireland only).
• Estimated delivery: For orders with estimated delivery times, we’ll either ship them as soon as they arrive or contact you to arrange delivery.
• International deliveries: If you’re ordering from outside mainland UK or Northern Ireland, items will be shipped through our international delivery partners.

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 to remote locations may take a little longer. Additionally. your order might 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 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).

Seasonal reductions

• You’re not able to return or exchange products in our sale or seasonal reductions, unless they’re faulty and are not covered by our guarantees, or you bought them online and you tell us you'd like to return them within 14 days of receipt.

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.

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 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. As a result, when buying painted furniture, we recommend buying all of the designs desired, in a particular colour, at the same time. When buying paint for decoration, and more than one tin of the same colour, we recommend that the tins are mixed together beforehand. When redecorating a previously painted area, we advise completely repainting rather than ‘spot’ repairing for the most consistent finish.

Our one-year and five-year guarantees

We guarantee our accessories and parasols for one year.

We guarantee our furniture (excluding bulbs) and Neptune manufactured sinks and taps for five years. This excludes any third-party suppliers.

When it comes to upholstered furniture – sofas, armchairs, footstools, ottomans, headboards, and
dining chairs – we guarantee the fabric and cushion inners for one year, and the frame for five years. We do not guarantee any fabric that has faded as they respond to sunlight exposure.

When it comes to timber it’s natural for wood to move a little. You might notice throughout the seasons that your cupboard doors, drawers and oak surfaces shift slightly, and small cracks may appear in any of your designs. It’s just the timber adjusting to the temperature and humidity of your home. We guarantee our designs against manufacturing faults for five years. Please get in touch with the store your purchased from or customerexperience@neptune.com where we’ll review any concerns on a case-by-case basis and work with you on a suitable solution.

The things we don’t cover:

• Pieces that you’ve changed or repaired yourself
• Accidental damage, weather related damage, anything that you’ve caused by neglecting your piece or not following our care guide.
• 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 supplier
• If you take your piece outside the country, you bought it from, or use it
  somewhere that’s not a home
• Ex-display pieces
• Resold items and second-hand designs.

Faulty

Of course, whether your design is bespoke, made to order, fitted or not, if there are any faults, knocks or bumps that we’ve caused, we’ll review this on a case-by-case basis and work with you on a suitable solution.

• We will require proof of purchase (original receipt or order confirmation) in order for us to review.
• If we can’t repair your piece, or bring it back to our expected standards we’ll replace it with the same design or one that’s similar.
• If we can’t replace your design with something similar, we will discuss any remaining options including a refund.

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, unless they’re faulty and it’s not covered by our guarantees.
  

Seasonal reductions

• You’re not able to return or exchange products in our sale or seasonal reductions, unless they’re faulty and are not covered by our guarantees, or you bought them online and you tell us you'd like to return them within 14 days of receipt.

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 a physical or electronic gift cards between £10 and £5000 online here, or from any Neptune store in the UK (excluding our Neptune Outlets). If you’d like to buy one worth more than £5000, just give us a call on (01793 934011) and we’ll sort that out for you.

If you order online or over the phone, we’ll send your gift card via DPD recorded delivery. It’ll be with you within about three–five days after you 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 cost if your order is under £100 Signed for 1st class - £2.95
• Next day delivery before 1pm - £5.95
• Delivery cost if your order is over £100 Signed for 1st class - Free
• Next day delivery before 1pm - £3.95
• Saturday delivery - £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, store-in-stores and Neptune Outlets) 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 934011) and they’ll be able to help.

To spend it in-store, simply give your physical gift card to a member of our team 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.
Should you wish to use your gift card in conjunction with an offer voucher, please contact our Customer Experience team who will be able to help.

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 934011), 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/gift card 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).

Promotional gift cards

Please see dedicated promotional terms and conditions for how to redeem.

Ordering your kitchen

You’ll order your kitchen through one of our in-store kitchen designers. They’ll guide you through the process from start to finish, as well as put together all your designs, plans and quotes. We charge £350 for this service, but you’ll get that back if you decide to go ahead (we’ll take it off the price of 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 from your designer. 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 28 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 place your order with has asked you to do otherwise).

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.

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.

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 £350 for the first room, and £200 for each room after that if you ask us to design these at the same time. If you go ahead with your Home Design, we’ll deduct your design fee from your order total.

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.

You must check all of the boxes of tiles for batch variance, colour variance and suitability prior to installation. This includes ensuring the tiles you have been delivered are the tiles that you ordered. Neptune will not accept any liability in relation to incorrect or damaged tiles once installed.

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.

Wood flooring

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.
• Please read the suppliers guidelines on acclimatisation timeframes prior to installation.

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 £95 inc. VAT, 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 £155 for one blind or pair of curtains, and £55 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.

For fabric purchased by the metre that you’re planning to making into curtains, using for upholstery etc, please check it for any pulls, flaws or colour variation before beginning your project. Neptune can't be held liable for further costs incurred other than the value of the fabric itself. If you find anything not quite right please let us know and we’ll replace the affected fabric.