FAQ

• Payment by credit card: We accept payments using credit and debit cards Visa, MasterCard and other common cards.
• Cash: You can also pay for your order in cash upon receipt of the goods.

• In this case, the bank will be contacted and the payment will be returned to your card within 10 working days.

• If the payment fails, make sure your payment information is entered correctly. If the problem persists, contact your bank or payment provider. 
• Alternatively, you can try using a different payment method.

• Our 162 hotlines are active to check product availability.

• Yes, it is possible, you can contact hotline 162 for detailed information and application.

• You can change the product within 14 days by approaching the store with the purchase receipt, or you can get the amount you paid back.

• By clicking on the desired product on our website, you can get more detailed information about nutritional values and allergen warnings on the page that opens.

• Our branches are at your service from 08:00 to 23:00.

• You can follow the link for more information about our addresses.
• https://new.neptun.az/az/p/2/magazalar/

• We encourage you to subscribe to our newsletter or follow us on social media platforms for the latest updates on upcoming market openings.

Currently, there are 2 types of active bonus cards.

• Neptune Standard Bonus Card.
• Neptune Classic Bonus Card.

• While you earn 1% cashback on your purchases with the Neptun Standard Bonus Card, the Neptun Classic Bonus Card allows you to earn 2% cashback on the same purchases.
• In addition, with the Neptun Classic Bonus Card, you can use the online delivery service free of charge, and you can also take advantage of special campaigns.
• In addition to all this, with the Neptun Bonus Card, you can get a chance to win 50 bonuses for 50 AZN purchases every Friday.

• You can become a bonus card owner in a short time by approaching any Neptun supermarket branch and filling out the bonus card form presented to you in the customer service section.
• Name, surname, contact number, address, and date of birth are required for the Standard Bonus Card.
• You can also visit fayda.neptun.az and instantly obtain a digital card by filling out the form.

• You can become the owner of the Neptun Classic Bonus Card if you make purchases over 300 azn with the Neptun Standard Bonus Card during the last 40 days.
• For the Classic Bonus Card, ID card FIN code, name, surname, contact number, address, and date of birth are required.
• To obtain a Classic Bonus Card, visit fayda.neptun.az and enter your physical card number in the search section. If you meet the criteria for the Classic Bonus Card, you will receive a notification on the website and can proceed to instantly receive your digital Classic Bonus Card.

• You can spend the collected cashbacks in cash at the checkout, or you can buy bonus products with the bonuses you have collected.

• If you lose your card, you can restore the old card or get a new card by approaching our stores or contacting the 162 hotline.

• You can find out the amount inside the bonus card by approaching our markets or by contacting the 162 hotline.

• To keep your bonus card active, it is recommended to use it at least once within 6 months.
• If the card is not used during this period, it will be deactivated by the system.
• This rule applies to both Standard and Classic cards.
• In such a case, reactivation of the existing card is not possible. Instead:To get a new Standard Bonus card, you can visit the nearest Neptun market and fill out the bonus card application form;
  Or you can visit www.fayda.neptun.az to receive a digital Standard bonus card online.

• To use your bonuses at the checkout, your customer information linked to the bonus card must be complete. 
• If the information is incomplete, the system will not allow bonus redemption. 
• To resolve this issue:Visit a nearby Neptun market and fill out the bonus card form in the customer information section to update your data. 
• Once your information is complete, your bonuses will be activated and available for use.

• Classic bonus cards can only be obtained online through the website www.fayda.neptun.az.
• To do this, go to the website and enter your physical card number in the “card search” section.
• If you meet the criteria for a Classic card, the system will notify you, and you can complete the online process to receive your Classic digital bonus card.

• After your order is completed, you can track your order from the My Account section.

• When ordering online, you can provide your special instructions in the "Order Notes" or "Special Instructions" section at checkout on our website.

• If the order has not been delivered within the estimated delivery time, you can contact our hotline 162.

• Yes, you can change your address after placing your order by contacting 162 customer support and providing updated address details.

• Frozen products are delivered in special containers. 
• However, if there is any problem, you can return the product on the spot.

• A certain number of products may have purchase limits to ensure availability for all customers. 
• The purchase limit, if any, will be noted on the product page or in the checkout process.

• Yes, you can pre-order for in-store pickup by selecting the "In-Store Pickup" option during the checkout process.

• You can exchange any ordered product within 14 working days.
• However, attention should be paid to the terms of use of the product.

• Yes, you can change it after placing an order by contacting 162 customer support.

• Yes, you can add a new product by contacting 162 customer support after ordering.

• Online orders are made in the form of delivery to the address and pickup from the store by setting a time in advance. 
• Both express and same-day delivery options are available for delivery to the address.

• If there is any problem with the product delivered by the courier, please notify us immediately. That product will be returned and resupplied to you.

• You can exchange the mentioned product or get a refund by bringing it to our stores within 14 days with a purchase receipt.

• Online order starts from a minimum of 20 Azn. For orders from 20 AZN to 50 AZN, the delivery fee is 5 AZN, and for orders over 50 AZN, the delivery fee will be free.

• Our delivery service is available only in the central regions of Baku.

• Your order will be completed within 2-3 hours with standard delivery, 
• And within 30-45 minutes with express delivery.

• Customers are contacted in advance during online delivery.

• Yes, you can select your specific delivery time and date during the checkout process, where you will be presented with available delivery options for you to choose from.

• These items are usually wrapped in protective materials and placed in sturdy packaging to minimize the risk of damage during shipping.

• To apply, you can send your CV to the e-mail address cv@neptun.az or post it on the website by following the link below.
• https://new.neptun.az/az/p/4/karyera/
• You can contact +994 55 206 24 76 for more information about the job.

• We regularly offer discounts and promotions on various products. 
• You can visit the link below to view the current offers.https://new.neptun.az/az/p/6/endirimler/

• In order to be regularly informed about new discounts and campaigns, we recommend you to subscribe to the newsletter by registering on our website or follow our social media channels.

• Neptun Fayda Digital Card is a digital bonus card that offers cashback and other benefits when shopping at Neptun Supermarkets.

• The main purpose of the card is to provide customers with convenience, efficiency, and additional benefits during shopping.

• The digital card can only be used at Neptun Supermarket chain stores.
   

• There is no functional difference between the digital and physical cards. However, the digital card is more flexible and easier to use. 
• Also, it has a notification feature, and cashback amounts are added to the card immediately.

• No. The card is provided completely free of charge.
   

• You can obtain the digital card by visiting https://fayda.neptun.az and filling out the registration form.

• Simple information such as name, surname, date of birth, address, city, mobile number, FIN code, and email address is required during registration.

• Yes, the card is activated immediately after completing the registration and is ready to use.
   

• Yes. You can convert it to a digital card by entering your physical card number on the website.
   

• After registration, add your card to the Apple Wallet or Google Wallet app. 
• Then present it at the checkout to benefit from cashback and bonuses.

• Open the Wallet app on your phone and show the card to the cashier.
• After scanning the barcode, cashback and bonuses will be applied automatically.

• Yes, the card is valid for all your purchases at Neptun Supermarkets.
   

• Yes, the digital card can be used on multiple devices at the same time.
• This is possible through the 'share' function, allowing users to securely share card details with other devices.

• The card can only be used on smartphones that support Apple Wallet and Google Wallet functions.
   

• The barcode on the card is scanned and recognized by the system, activating cashback and bonus opportunities.

• When the card is presented during shopping, cashback is automatically calculated and added to your balance.

• The cashback amount is added to your balance immediately after the purchase.
   

• You can use the cashback amount during the payment for your next purchase.
   

• If you enter your mobile number during registration, information about campaigns will be sent to you via SMS. 
• For this, you need to enable notifications in the Wallet app.
   

• You can log into the same account on the new device and add the card to the Wallet app again.
• Since your card data is linked to your account, no information is lost.