Payment & shipping information
What payment methods are accepted?
We can accept Visa, MasterCard, and American Express debit and credit cards as well as Paypal.
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 if you are having any trouble ordering.
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 or DPD using their tracking service. This option aims to deliver within 48 hours, however it is recommended that you allow up to 5 working days for delivery.
Outside of the UK we use EXPD International. This service 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 email@example.com 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 fulfilment.
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 firstname.lastname@example.org. 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. We do not cover the cost of the return shipping.
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 email@example.com 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.
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 email - firstname.lastname@example.org and provide all details about the fault, images, and the batch code from the back of the product when emailing. We will respond ASAP to any queries.
My sign arrived broken, what now?
If your neon sign has been delivered and has been broken during shipping then please get in contact via email within 48 hours of the delivery. Please provide images of the product broken in the box and the broken parts as well as any damaged packaging. We will get back to you ASAP and offer either a replacement to be sent straight away or a full refund.
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.
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.