FAQ (5min read)
On this page you can find most frequently asked questions. And for those that are not answered here, you can chat with us live 6 days a week from 8am to 7pm EST except Sunday or email us to firstname.lastname@example.org
NO QUESTION OR REQUEST WILL REMAIN UNANSWERED
Your NEPTN team
HOW DO I DETERMINE MY SIZE?
We have guide on our page called "Finding perfect size", click on this link to access it faster.
WHAT IF I'M BETWEEN SIZES?
If you are right between sizes, for example your wrist measures really tight at 7" which is our top border of Medium size, you should go with Large, but if you measured it comfortably and it's 7" medium will fit you better. If you are still struggling to pick a size, you can chat live with us or send us email to email@example.com
DO YOU MAKE SIZES FOR WRISTS BIGGER THAN 8.5" IN CIRCUMFERENCE?
Whether you need it for Hulk or a child - no wrist is too big or too small for us :)
All of our bracelets and chokers are made to order and we can make literally any size you need. You just need to send us your request to firstname.lastname@example.org and will get back to you as soon as possible with details. Keep in mind that custom made sizes are picked by you and they will not be eligible for our standard size change that is free, in case you need to change it you will be charged up to $15 fee depending on style.
HOW TO EXCHANGE FOR DIFFERENT SIZE?
Process is fairly simple. You can just send it back to us undamaged to our mailing address with a note about size/color/style change and we will get back to you when we receive package. Or use our size change form link. We usually process size change day after receiving the package (unless it's Friday or Saturday, those will be processed on Monday).
OUR MAILING ADDRESS HAS CHANGED (June, 2022)
WHAT DOES IT MEAN 6 R, 8 L, 4 L etc...
Numbers mark the thickness and letters material. 6 R would stand for 6mm Rope, 8 L for 8mm leather, 4 L for 4mm leather etc
I HAVE AN ISSUE WITH MY FAVORITE BRACELET!
We take a lot of pride in our customer service so don't hesitate to reach out, many things are covered by our warranty and please tell us about your issue before it's too late. We offer one year limited warranty for certain issues, but whatever the problem might be, please send us email to email@example.com
HOW TO OPEN MY BRACELET?
This is probably most frequent question about COMMODORE style and we will post video soon, but until then take both ends of the clasp and twist them in opposite directions. It has double security closure, both magnet and pin.
DO YOU SHIP TO CANADA?
Absolutely!! Due to franchise agreements we do not ship to: Netherlands, Luxembourg, Belgium, Germany, Austria, Switzerland, and Russia but we ship EVERYWHERE else :)
HOW LONG DOES DELIVERY USUALLY TAKES?
We offer multiple shipping carriers so it depends on shipping you pick at the checkout. For standard domestic shipping (US territory) up to 5 days, Canada up to 3 weeks but usually 7 days, standard international around 2 weeks. Keep in mind that all of our products are made to order and they ship within 24-36 hours after you place the order and for international shipping delivery time mainly depends on customs, we can't control that.
WHAT SHIPPING PARTNERS DO YOU USE?
For our standard and expedite 3 day shipping we use USPS. Aside from that we also offer UPS and DHL options.
WHY DO I NEED TO PAY IMPORT FEE IN CANADA, UK...?
When buying from retailers online pacakge is treated as export/import and fees for it depend on your local goverement. This fee needs to be payed by importer in order to release package from customs. NEPTN is not responsible and does not collect these fees.
DO YOU HAVE RETAILERS IN CANADA?
We do :) check our retailers locations at the bottom of the page.
I WANT TO BECOME RETAILER I NEED YOUR PRODUCTS IN MY STORE !!!
Simply send us request to firstname.lastname@example.org
STILL HAVE QUESTIONS?? Chat with us
SIZE CHANGE/WRONG MEASUREMENT:
If your NEPTN bracelet/necklace does not fit perfectly, we will gladly exchange it for you. To meet free change requirements bracelet/choker needs to be in perfect condition. IF clasp is damaged you will be charged a fee for clasp replacement ($7-$12 depending on the style)
Simply send the bracelet/necklace back to us with the original ORDER NUMBER and corrections requested (e.g. "please make it 1 cm longer/shorter"). Additionally, please include an additional 5 USD for return postage/packaging.
If you have any questions about size change please email us at: email@example.com
If you believe you have received an incorrect order (i.e. wrong color/product) or experience any quality issues, please send the product(s) back. Be sure to also include the changes that need to be done. We guarantee that all replacements/repairs are done quickly. Please be advised that every customer is eligible to up to 2 replacements.
I DIDN’T RECEIVE 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.
DELIVERY TIME/DELIVERY CONFIRMATION:
Orders are completed and shipped within 3 business days. Information regarding any unexpected delays or delivery issues will be communicated via blog post in our Shop or directly via email.
Once completed, you will receive a confirmation email, detailing the status of your order.
*If you filled in incorrect address and package is sent back to us you will be responsible for new shipping expenses to send package again
NEPTN is not responsible for any delays caused by carrier due to inclement weather, inaccessibility to delivery location, or any other circumstances that we can't control.
Due to high level on complaints about import tax charges in UK, we will from now on ship to UK only per request.
We will gladly tailor our bracelets to any size you wish. If you require a different size than the ones we already have in the shop, just write to us at firstname.lastname@example.org with your specifications.
SURCHARGE FOR OVERSIZING REQUESTS (BIGGER THAN 22"/50 CM)
For sizes bigger than the ones offered in the shop, there will be an additional 6 USD charged per centimeter.
PAYMENT METHOD / BANK TRANSFER / PAYPAL eCHECK
If you decide to pay via bank transfer or PayPal eCheck please anticipate a slight delay in the fulfillment of your order while our bank processes the request.
*NOTE REGARDING ORDERS AND PAYMENTS: If your email address you provide is incorrect, you will be unable to receive your confirmation email. Additionally, we do not issue any claims on unpaid orders. If payment is not received within 2 weeks, you will receive a reminder email. After 4 weeks without payment, we cancel your order and you will receive a cancelation email.
If you are returning a gift that you received, you will be issued store credit. No refunds are available on gifts.
We strive to ensure that all orders are completed and shipped as soon as possible.
If you have any concerns ,feel free to contact us directly and we will answer your email requests as soon as possible; however, due to high volume of communications, we may not always answer straight away.
Only items bought on holiday sale are not eligible for refunds. Full priced items will not be eligible for refund if they are returned for refund after placing the same order at the time of holiday sale or one of our annual sales.
NEPTN is not into mass production and we want to keep it that way.
We take pride in our products, and want you to enjoy the full experience of NEPTN. If you are not satisfied with your product, we believe that there are almost no problems that cannot be resolved with a stamp.
However, NEPTN reserves right to delete or ban any harmful or negative content from social media pages if those comments were not made by customer. All customers comments good or bad will remain on social media pages with proper answer.
With all handmade products, please understand that human error can sometimes occur. For example, if one end of the leather falls out of the clasp, please see the section related to adjustments. Once a product has been returned, we will fix the issue and ship your product back to you.
Any information regarding a delay in your order will be communicated via our Shop blog or directly via email.
Size change & return address:
United States© NEPTN
NEPTN THE ROMAN SEA GOD STANDS AS A SYMBOL OF FREEDOM
THE FEELING OF FREEDOM EXISTS ONLY IN THE PRESENT MOMENT
OUR JEWELRY REMINDS US OF THAT
ON SEA & ON LAND
YOUR NEPTN TEAM
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