Whatever you’ve ordered from us, and wherever you bought it – online, over the phone or in one of our UK or Ireland stores – you’ll find all of the ins and outs of our terms and conditions right here.  

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 installation or care guides with our designs. You must always follow those instructions and we won’t be liable for any fault that may arise in your piece or any damage to your home that has 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 or second hand items. 

Neptune.com is part of Neptune (Europe) Ltd and our dedicated Neptune stores (excluding our independent 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.

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) or for 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

We make our designs, from tables to flooring to paint, from natural materials wherever we can. Variations 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.  

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 for our courier delivery service please refer to our delivery pages

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 for the Neptune Home Delivery Service please refer to our delivery pages

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. For a complete list of postcodes considered remote or Highlands & Islands for the Neptune Home Delivery Service please refer to our delivery pages

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. For a complete list of postcodes considered remote or Highlands & Islands for the Neptune Home Delivery Service please refer to our delivery pages

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. For a complete list of postcodes considered remote or Highlands & Islands for the Neptune Home Delivery Service please refer to delivery pages

 Delivery timeframes:

• Usual delivery timeframes are noted on our delivery pages. Please note these maybe extended, particularly around bank holiday periods
• We uusually 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.

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.

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 on our delivery pages 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. You can see a complete list of costs in the Order cancellations & returns section of our delivery pages
• 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.

We take great pride in our expert craftsmanship and meticulous standards, but we also understand that peace of mind matters. That’s why we offer guarantees that reflect our confidence in the quality of our designs. 

Wherever possible, we use natural materials – whether in our cabinetry, tables, flooring, or paint. Variations in colour, texture, and wood grain, as well as natural slubs in fabrics, are all part of their unique character and beauty. 

Lifetime guarantees 

For upholstered furniture – including sofas, armchairs, footstools, ottomans, headboards, and dining chairs - the frame is covered under our lifetime guarantee, while the fabric and cushion inners are guaranteed for three years. 

View our full furniture lifetime guarantee terms here. 

Our lifetime guarantee for kitchens

We offer a lifetime guarantee on our kitchens (when fitted by our approved installers) and furniture.

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.

Other guarantees

Five years: 

Neptune sinks and taps, garden furniture, and mattresses. 

Three Years: 

Upholstered fabric and cushion inners. 

One year: 

Accessories, textiles, and garden parasols.

What’s not covered under our guarantees 

• Pieces that have been altered or repaired outside of Neptune. 
• Accidental damage, weather-related damage, water damage, inappropriate cleaning, or any issues caused by neglect or not following our care guides. 
• Normal wear and tear, including dents and scratches. 
• Natural changes over time, including fading and cracking in timber, as well as colour variations in fabric and paint. 
• Ex-display pieces or pieces bought from our Neptune outlet. 
• Resold items and second-hand designs. 
• Circumstances beyond our reasonable control, including but not limited to natural disasters. 
• Fabric fading due to natural light exposure.  
• Excessive wear and tear, including pet damage. 
• Glass is not covered and should not be placed in direct sunlight. 
• Damage to your home caused by the installation or use of our products.  
• Rust damage – this can be avoided by following the advice in our care guides. 
• Appliances, sinks, and taps from third-party suppliers. 
• Items used outside the country of purchase or in non-residential settings. 
• Our paint collection.

Our paints 

While our paints don’t come with a guarantee, they are expertly crafted in the UK using water-based formulas that are low in VOCs, virtually odour-free, and highly pigmented for even coverage and lasting durability. Available in matt and eggshell finishes, our paints naturally evolve over time, responding to sunlight exposure and moisture in the air. Because we use natural pigments and materials, slight variations in colour may occur between batches. 

To ensure the best colour consistency: 

• When purchasing painted furniture, we recommend buying all desired pieces in the same colour at the same time. 
• When using paint for decoration, if you need more than one tin of the same colour, mix them together before applying. 
• When redecorating a previously painted area, we advise repainting the entire surface rather than spot-touching for a seamless finish. 

Faulty designs 

Whether your design is bespoke, made to order, fitted or freestanding, if there are any faults, knocks, or bumps caused by us, we’ll review the issue on a case-by-case basis and work with you to find the best solution. 

• We’ll need proof of purchase (your original receipt or order confirmation) to assess the issue. 
• If we’re unable to repair your piece or restore it to our expected standards, we’ll replace it with the same design or a close alternative. 
• If a suitable replacement isn’t available, we’ll discuss other options with you, including a refund. 

Ex-display designs 

Purchasing an ex-display furniture piece – one that’s been on show in our stores – is a little different from buying our other designs: 

• These pieces are sold as seen. They may have minor knocks, bumps, or scuffs, and while we’ll do our best to point them out, we recommend taking a good look to ensure you’re happy with its condition. 
• If you can’t take your piece home straight away, you’ll need to arrange collection and delivery yourself, as our delivery team isn’t able to assist. The person collecting will also need to be able to carry it out of the store. 
• Ex-display pieces are non-returnable and non-exchangeable, unless they’re faulty. Ex-display designs are not covered by any of our guarantees.

Seasonal reductions 

• Items purchased in a sale or seasonal reduction are non-returnable and non-exchangeable unless they are faulty. 
• However, these designs are still covered by our guarantees. 
• However, if you bought a sale item online, you may return it within 14 days of receipt, provided you by notify us within this timeframe. 

Outlet designs 

Designs found in our outlet are not covered by our guarantees. See our outlet terms and conditions, here.  

We’re committed to doing things thoughtfully, and that includes how we handle electrical waste. Under the UK’s WEEE (Waste Electrical and Electronic Equipment) Regulations, all electrical items should be marked with a crossed-out wheelie bin symbol. It’s there to remind you not to dispose of these items in your household waste.

Recycle your old electricals with Neptune

At Neptune, we encourage our customers to recycle or reuse electrical products wherever possible. Doing so helps reduce energy use, saves raw materials, and prevents potentially harmful substances from ending up in landfill.

As a registered Producer under the UK WEEE Regulations, we’re part of the Wastecare WEEE Producer Compliance Scheme. Our registration number is WEE/MM2569AA.

How to recycle with Us

We offer a free recycling service for like-for-like electrical designs returned to our stores. If you’ve bought a new electrical design from us, like a table lamp, simply bring your old lamp into store within 28 days, along with your receipt, and we’ll take care of the rest.

The design you’re returning doesn’t need to have been purchased from Neptune, but it must be similar in type and size to your new one. Please make sure it’s clean, dry and safe to handle. Simply speak to a member of our team who will be happy to help.

This take-back service is available at all Neptune stores, excluding franchises and European stores, see full list below:

• Bath
• Bristol
• Bury St Edmunds
• Canterbury
• Cheltenham
• Chesham
• Chichester
• Chiswick
• Edgbaston
• Farnham
• Fulham
• Guildford
• Knutsford
• Reading
• Swindon
• Wimbledon
• Winchester
• York

Recycling of very small electrical designs

In line with UK WEEE regulations, we also offer free in-store recycling for very small electrical and electronic designs - those where the longest side measures less than 25cm.

This take-back service is available at the selected Neptune stores listed below. It’s free of charge, and you don’t need to have made a purchase with us to use it.

• Bath
• Bristol
• Bury St Edmunds
• Canterbury
• Cheltenham
• Chesham
• Chichester
• Chiswick
• Edgbaston
• Farnham
• Guildford
• Knutsford
• Reading
• Swindon
• Wimbledon
• Winchester
• York
  

Gift cards

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.

Here’s how much each service costs: 

• Delivery cost if your order is under £50 - £2.95
• Delivery cost if your order is £50 or over - Free

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 stores, 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 Experience 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.

You’re unable to swap it for cash, and any refunds will be in the form of a gift card too. If your gift card expires, we’re afraid it won’t be extended, so please ensure the full balance is claimed prior to your expiry date.

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.
Call us on (01793 934011), and let us know the following things so we can confirm that the gift card’s yours.

• 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.

As long as your gift card has not expired, we can support your enquiry. We won’t be able to re-issue your gift card, but our Customer Experience Team can raise an order for you and apply the remaining balance. The balance must be used in one transaction only and within the expiry date. Your order total should match, or exceed, your gift card balance and a payment request for the difference can be sent to you. In the event your order is below the remaining balance, the balance will be considered void.

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).

Gift Vouchers

Spending your gift voucher

From time to time our Customer Experience Team may issue a gift voucher. Once you’ve got your voucher code, you won’t need to do anything to activate it. It’ll work straight away.

You’ll have one year to use your gift voucher, which you can do in any of our full stores (not Neptune by stores, store-in-stores and Neptune Outlets) or online. The expiry date should be on the email you have received, but if you can’t find it, just call our customer experience team on 01793 934011 and they’ll be able to help. If your gift voucher expires, we’re afraid it won’t be extended so please ensure the full balance is claimed prior to your expiry date.

Promotional gift cards and codes

Please see dedicated promotional terms and conditions for how to redeem. Promotional gift cards and gift codes are valid for single use only. These will not be re-issued in the event you cancel an order which the promotional gift card or code has been applied to and should be considered void.

Leave us a product review following your email request to be in with a chance of winning £250. 

This promotion is open to UK residents aged 18 and over. It is not available to Neptune employees, their immediate families, or anyone professionally connected with the promotion. It is not available in the Republic or Ireland. Entries must be made via Neptune.com and a purchase is required.

To take part, simply submit your product review via your emailed request within the promotional period, from the first day of the month at 00:01 to the final day of the same month at 23:59. Once your review is received, you’ll be automatically entered into that month’s prize draw. Each person may win one prize only.

We may share your review and any accompanying imagery across our channels, including, but not limited to, Instagram, Facebook, Pinterest, our website and other customer communications. Reviews should reflect the product you’ve purchased, and any photographs should clearly show that product.

Each month, one winner will receive a £250 voucher to spend on Neptune.com. The voucher is valid for 12 months from the date of issue, is single use, and cannot be split across multiple purchases. To qualify the review must originate from an email request.

The winner will be selected at random from all valid entries within five working days of the closing date. We’ll contact the winner using the email address linked to their order. If we don’t hear back within 14 days, we may offer the prize to another entrant selected in the same way.

Entries must be submitted by individuals. Bulk, trade or third-party entries will not be accepted. Incomplete or invalid submissions, or those made using automated systems, will not be included in the draw.

Any personal details provided will be used solely to administer the prize draw, unless you have given us permission to use them otherwise. You can read more in our privacy policy.

By taking part, you are agreeing to these terms and conditions.

Ordering your kitchen

You’ll order your kitchen or built-in cabinetry space 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 £500 per room for this service, and this is non-refundable.

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 require a deposit of 25% (non-refundable), with the remaining balance being split across two payments, 50% due 8 – 12 weeks before your delivery date, and the final 25% will need to be processed and cleared 28 days prior to 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).

However, if your design order includes any painted to order or made to order as part of your Kitchen or Home Design order, final payment will be 28 days prior to delivery in order to fulfil customisation.

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.

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. We charge £500 per room for this service, and this is non-refundable.

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 Neptune Home Delivery 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.