Frequently asked questions
When will my order arrive?
Your orders are shipped from Portugal 🇵🇹
After receiving your "shipped" status, please allow 2-7 business days if you are ordering from Portugal, and 1-2 weeks if you're ordering from the rest of the world.
Tracked orders are usually faster.
My order hasn't arrived? What should I do?
Please check the status of your parcel via the tracking number and contact your local postal carrier. There are times when the tracking is not accurate or up to date. Many times carriers forget to scan and packages may show up days later.
Please contact your local carrier before emailing us to check on your order status. Unfortunately we have no control of parcels once they have left our studio, but we will do our best to troubleshoot and help you with what we can!
Why is shipping to Europe not available (to most countries)?
There has been a new Europe regulation that came into place called the PPWR and it affects small and micro businesses a lot! It makes sending orders inside Europe financially impossible for people like us.
To prevent any future problems, we have suspended shipping to MOST countries, except for Spain, Portugal and France. Why? To test the waters.
Hopefully this new regulation will be adjusted in the near future, with small businesses in mind. We'll keep you updated!
How do PRE-ORDERS work?
We have pre-orders available for apparell only, so we can produce products with as little excess inventory or waste as possible!
The preorder system allows for products to be made, while allowing people to order without the fear of it selling out.
After the preorder period, the product will go into production. This usually takes around 2 weeks. After we receive the t-shirts, orders will be sent out immediately.
PREORDER items can take a few weeks to ship. If you want to order items that are ready to ship, please order them separately to avoid waiting, or they will be shipped all at once.
Cancellations
If you've changed your mind about your order, please contact us ASAP (please include your order number) at neptunuu@gmail.com so we can cancel and refund your order prior to shipment. If your order has already been processed and shipped it can no longer be cancelled nor refunded.
Once a cancellation has been processed, the funds will be released immediately, but may take 3-10 days for the credit to post to your account.
Do you accept refunds or exchanges?
We DO NOT accept refunds/returns on orders that were sent with the exact items as ordered or have no damage.
Due to the nature of made-to-order low stock items, we ask that you be sure of your purchase before placing an order.
Please be sure you order the correct size and item(s). Please be mindful of us as a small business.
My order is damaged
We take great care in packaging our items, however once it’s shipped it’s at the mercy of the post.
Please send us an email neptunuu@gmail.com with your order number in the subject line and photos of the damaged products. We will work on getting you a replacement.
You must email us within 20 days of receiving the parcel.
I wrote in the wrong address? What should I do?
Please contact us as soon as possible at neptunuu@gmail.com with your order number in the subject line.
Please note that if you have already received your shipping confirmation, and your order has been shipped, it may not be possible for us to intercept the package. If you require a change of address once an order has shipped, you may be responsible for any carrier fees for change of address.