How much do you charge for delivery?
Please visit the delivery information page to see our full list of delivery options and charges
After ordering, when will I receive my item(s)?
This is dependent on the delivery service you choose at checkout. For all UK orders (including Northern Ireland, the Highlands & Islands, the Channel Islands and the Isle of Man), we offer FREE standard delivery (up to 5 days), express (2-3 days), next working day and Saturday delivery options. Please visit the delivery information page for more details
Can I get free next day delivery?
Yes. Next working day delivery is FREE on orders over £40 placed before 2pm (Monday to Friday).
Do you deliver on Saturdays?
Yes. Saturday delivery costs £9.99. Please order before 2pm on Friday.
When will my order be despatched?
Orders placed before 2pm (Monday to Friday) are despatched the same day.
Can I collect my order?
Yes, we do offer a click and collect service from our showroom in Cheshunt, Hertfordshire. You can select this option at checkout. We will send a confirmation email when your order is ready for collection. Collection hours are Mon-Fri 8am-5pm, Sat 8am-2pm
How can I track my order?
There are two ways to track your order. You can use the tracking link in the email we’ll send you when your order has been despatched, or you can visit the Track My Order page and enter your order number or tracking number. Please note, some orders are not trackable if they are despatched via Royal Mail.
How do I return an item?
Every order placed with Neel Blue is backed by our hassle-free 30-day money back guarantee. Please visit our returns policy page for more information on how to return an item
Who pays for return postage?
If the item is not faulty, you pay the return postage. If it arrived damaged, faulty or is not what you ordered, we will provide a free returns label. See our returns policy for full details.
How long do refunds take?
Once we have received and processed your return, the refund goes back to your original payment method and should appear on your statement within 3 to 5 days, depending on your bank.
Can I cancel my order?
If you wish to cancel an order, you must contact us as soon as possible. If your order has not already been despatched, we should be able to cancel it, otherwise you will need to return the item back to us under our 30-day money-back guarantee
Payment
What payment methods do you accept?
You can pay for your order using the following payment methods: Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Klarna
How does Klarna work?
Please visit our Klarna page for FAQs regarding Klarna pay.
Do you offer credit accounts?
No, unfortunately we cannot offer credit accounts at this time
How do I obtain a VAT invoice?
Once we have despatched your order, you will find a VAT invoice in your account under ‘my orders’ which you will be able to print
My Account
How do you create an account?
Visit this page and click on 'Create Account'. Here you will need populate all fields and then click 'Create Account'
What if I forget my password?
To regain access to your account, click on the ‘forgot password’ link and enter the email address linked to your account. We will then send you an email with instructions on how to reset your password
How do I change my account details?
You can update your name, addresses, email address and change your password by logging into your account and using the menu in the ‘my profile’ section
Why can’t I see my order in my online account?
It’s probably because you checked out as a guest, which means you won’t be able to see your order in your online account
General
How do I leave feedback?
Every time you order from us, we will send you an email asking whether you’d like to leave us a service and product review on Trustpilot. You can also leave us a review on Google
How can I contact customer services?
There are several ways for you to contact our friendly, UK-based team. You can reach us by phone, email, live chat or WhatsApp. Visit the contact us page for details
Does Neel Blue price match to other retailers?
Yes. If the identical, new, in-stock item is cheaper at another UK retailer, including delivery, we'll match the price. Email us a link at info@neelblue.co.uk or call 0208 945 5955, either before you order or within 30 days of your order. Clearance, marketplace, auction and promo-code prices are excluded. See our price match promise for full conditions.
Do you have size guides?
Yes. See our UK bed size guide, duvet tog guide and belt size guide. Planning an event? Try our party planning checklist.
How do I buy something that is ‘out of stock’?
Click on the ‘email me when back in stock’ button on the product page and enter your email address. We will email you once the item has come back into stock and available to buy
How do I unsubscribe from Neel Blue emails?
You can click the ‘unsubscribe’ link that is at the bottom of every one of our marketing emails
Will I receive confirmation of my order?
Yes, we will send you a confirmation email after every order you place with us. Please read and check the details carefully and contact us immediately if there are any errors
How do we use your personal data?
To find out how we use your personal data, please read through our privacy policy
Can I open up a trade account?
Yes, we welcome business customers of all sizes. Please apply for a trade account here