My daughter is called Jazz but you only supply one 'z' with the lightbox, can you send me another?
Unfortunately the contents of the letter packs are outlined both on the back of the light box and on our images provided online, if you need more letters you can find additional letter packs available to purchase in our 'Lightboxes and Letter Packs' drop down menu. We cannot send out singular letters.
My product has a fault, can you help?
If you buy from our website or store we are happy to look into any issues for you. Please provide all details about the fault, images, and the batch code from the back of the product when emailing. If you made your purchase from one of our customers, we would advise you return your product(s) to the shop they were bought from.
I have turned on my new neon light for the first time and it's not very bright / appears to be flickering. Is this normal?
Our neon lights are gas filled, they can sometimes appear to be dull and/or flickering upon first use. If this is the case, keep the light plugged in and allow it to warm through and the colours to burn into it. This can take up to 2-3 hours. If this does not solve the issue then please contact us with details and photos for a replacement or refund.
Payment & shipping information
What payment methods are accepted?
We can accept Visa, MasterCard, and American Express debit and credit cards as well as Paypal.
Why is the cost of sending a letter pack so expensive, surely it’s just a stamp?
All of our orders are sent via Royal Mail using the Signed For first class option. This allows us to track your parcel, should any issues occur. Royal Mail offer standardised shipping costs, we don’t have any control over these and we price our shipping based on the RM costs.
Where do you ship?
It's more a question of, where don't we ship? Please get in contact with us and we can advise.
How long will it take for my order to arrive?
We aim to dispatch orders as quickly as possible, however it can take up to 48 hours for your order to be dispatched. All of our orders are sent with Royal Mail using their First Class Signed For option. This option aims to deliver next day, however it is recommended that you allow up to 5 working days for delivery.
Outside of the UK we use Royal Mail International Tracked and Signed shipping option. This aims to arrive within 7 working days but please allow up to 14, depending on where you are in the world.
If you have not received your order after the recommended waiting time please email us at firstname.lastname@example.org so we can trace your order.
How much does shipping cost?
All Shipping, domestic or International is sent Tracked. You will be sent your tracking number within 24hrs of fulfillment.
Orders & returns
Can I place a wholesale order online?
Our website is only set up to take orders from retail customers. To place a trade order please email email@example.com. Please also use this email if you need any information on wholesale prices and pack sizes.
Can I return something now I’ve decided I don’t want it?
We can accept returns up to 2 weeks after an order has been made either via our website or in our shop. We require proof of purchase and communication via email to process your return. Upon receipt your return will be checked thoroughly for any faults/non re-sellable packaging and if we deem the item damaged or not sellable in any way we will not be able to issue a refund. Our products are fragile and we take pride in sending them out with care, if you would like to return them it is your responsibility to do the same.
How can I cancel or change my order?If you wish to change or cancel your order you can email us at firstname.lastname@example.org within 12 hours of the order being placed. Please include your name and order reference. Unfortunately after 24 hours we will be unable to make any amendments as orders get sent to our warehouse daily for dispatch.