Terms and Policies

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 934 011 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:

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 934 011 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 934 011, 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).