FAQ

 

♆ My Neptn product doesn't fit perfectly, can I have a size change?

Yes! If your NEPTN bracelet/necklace does not fit perfectly we will gladly exchange it for for one that does. 

Simply email: changedmymind@neptn.com.au with your order number and the desired size change (for example: please make it 1 cm longer or shorter) to organise the return of the product and replacement for a size which suits you better.

 

I didn't receive an order/shipping confirmation?

Order confirmations are automatically sent out through our shopping system. If you didn't receive it we either ended up in your spam filter or you provided us with the wrong email address. 

Please email: hello@neptn.com.au if you have any queries or concerns regarding your order or shipping information. 

 

♆ How long can I expect to wait for my NEPTN product?

We will send out your order within 3 working days. In the case of any unexpected delays or delivery issues you will find information on the issue in a blog post in our Shop or we will inform you about it directly via email. 

The moment we send out your order you will receive a confirmation email from us.

 

♆ Can I request a custom size?

We will gladly tailor make any size you need. If you wish to order a different size to the ones listed in our shop just write to us at: hello@neptn.com.au

However, for sizes larger than XXL there will be an extra charge of $2 per centimetre of leather or rope. 

 

♆ I'm not totally happy with my NEPTN product, can I exchange or return it?

If there is any issue with your order (for example: wrong colour or product) or any quality issues please email hello@neptn.com.au within thirty days of receiving the product to organise the return and replacement of your faulty product. We will endeavour to replace or repair your product quickly. 

NEPTN is not into mass production and we want to keep it that way.

In case one end of the leather falls out of the clasp or you have any other issues with our handmade pieces please consider that every order is individually made for you. With handmade production mistakes can happen once in a while. So please be patient and we will do everything to make sure you are pleased with your NEPTN product.   

 

 Can I pay by Direct Bank Transfer?

Of course we can accomodate a Bank Transfer, please email hello@neptn.com.au with your order and we'll send you our bank account details. 

If you choose to bank transfer as a payment method we will wait until we receive the payment to our bank account before we send out your order.

 

 

 

 

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