SHIPPING POLICY

All of our signs are handmade to order. Production can take up to 5 - 7 working days, and shipping can take between 7 - 10 working days. We also offer an express production option at checkout, which will fast track the production of your neon sign, so that it is guaranteed to be dispatched within 3 working days. If you're based in the UK and your order doesn't arrive within 21 working days from confirmation of dispatch, or if you're based outside of the UK and your order doesn't arrive within 25 working days, please contact us by emailing info@neonheaven.co.uk. Our support team will investigate this for you, and if your order has in fact been lost, we will resend your order to you as soon as possible. However, if non-arrival of items purchased from Neon Heaven is due to a mistake by you (the customer) during the ordering process (i.e wrong address) and you don't let us know prior to dispatch, Neon Heaven will not be liable and will not resend or refund your order.  

Our shipping partners use a fully tracked and insured courier service. Once your order is shipped, you will receive a shipping tracking number via email so that you can track your order delivery progress. We use premium protective packaging when shipping our neon signs to ensure you receive your order in perfect condition. In the incredibly unlikely event that your order doesn't arrive, or arrives damaged, please contact us via email at info@neonheaven.co.uk, and we will arrange for a new sign to be delivered to you as soon as possible.

As we ship our signs all over the world, some orders may be subject to import fees/duties and taxes when delivery takes place. We do as much as we can to prevent this on our end, although very occasionally shipments may still be flagged for import fees. As the customer (and receiver of the item), you may receive a letter or text message saying you owe for a customs charge. Many orders won't be subject to import fees, but for those that are, please be aware that these fees are the responsibility of the customer and are not covered by Neon Heaven.

RETURNS POLICY

We can only accept returns/exchanges on faulty items, and can not accept returns due to change of mind. This is due to the fact that all of our pieces are made by hand to order, and so your sign is unique to you. All sales are final once placed on site. In the incredibly unlikely event that your order doesn't arrive, or arrives damaged, please contact us via email at info@neonheaven.co.uk, and we will arrange for a new sign to be delivered to you as soon as possible.

PRODUCT RELATED QUESTIONS:

WHAT ARE YOUR SIGNS MADE OF?

Our signs consist of LED neon mounted onto a clear acrylic backboard.

WHAT DOES MY SIGN COME WITH?

As standard your sign will come with a 12V plug, a wall mounting kit, and a remote control. The remote will allow you to adjust the brightness of your sign and turn it on/off remotely.

HOW SAFE ARE LED NEON SIGNS?

Our LED neon signs are completely safe around children and pets; our signs consist of LEDs encased in plastic, rather than gas encased in glass. They are shatter proof, and because of the low output voltage (12V), little to no heat will be generated on the outer surface even after long hours of operating.

CAN MY SIGN BE USED OUTDOORS?

All signs will be made as standard for indoor use only. If you want a sign that can be used outdoors, please contact us before placing an order for a custom quote. Weatherproofing costs more, so this will warrant an extra cost.

DOES MY SIGN COME WITH A WARRANTY?

We offer a 12 month guarantee on all of our neon signs. However, this does not extend to any damage that may occur as a result of incorrect installation or physical damage during usage. If there is an issue with your sign within 12 months of purchasing, please do get in touch at info@neonheaven.co.uk and and let us know.

HOW DO I INSTALL MY NEON SIGN?

Our neon signs come mounted on an acrylic backboard, with one wire cable attached to the sign, a cable for the remote control, and a separate 12V transformer which plugs into the mains power supply. To install the neon sign, connect the mains power supply cable into the remote control cable, and then connect this to the cable attached to the sign. The remote control uses AAA batteries. It can then be used to turn your sign on and off, and to dim the sign and change effects. 

We recommend using these wall hanging strips (click here to view) to hang your sign as they are easy to use and are non-invasive for your walls. Follow the instructions of the method and product you use to hang the neon sign. Neon signs for permanent external use, and some large internal neon signs, will require specialist installation.

SHIPPING RELATED QUESTIONS:

DO YOU SHIP INTERNATIONALLY?

Yes we do, we ship our neon signs all over the world!

HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY SIGN?

All of our signs are handmade to order. Production can take up to 5 - 7 working days, and shipping can take between 7 - 10 working days. We also offer an express production option at checkout, which will fast track the production of your neon sign, so that it is guaranteed to be dispatched within 3 working days.

WHAT IS YOUR SHIPPING POLICY?

If you're based in the UK and your order doesn't arrive within 21 working days from confirmation of dispatch, or if you're based outside of the UK and your order doesn't arrive within 25 working days, please contact us by emailing info@neonheaven.co.uk. Our support team will investigate this for you, and if your order has in fact been lost, we will resend your order to you as soon as possible. However, if non-arrival of items purchased from Neon Heaven is due to a mistake by you (the customer) during the ordering process (i.e wrong address) and you don't let us know prior to dispatch, Neon Heaven will not be liable and will not resend or refund your order.  

WHAT HAPPENS IF MY NEON SIGN DOESN'T ARRIVE, OR ARRIVES DAMAGED?

Our shipping partners use a fully tracked and insured courier service. Once your order is shipped, you will receive a shipping tracking number via email so that you can track your order delivery progress. We use premium protective packaging when shipping our neon signs to ensure you receive your order in perfect condition. In the incredibly unlikely event that your order doesn't arrive, or arrives damaged, please contact us via email at info@neonheaven.co.uk, and we will arrange for a new sign to be delivered to you as soon as possible.

WHAT ABOUT IMPORT FEES?

As we ship our signs all over the world, some orders may be subject to import fees/duties and taxes when delivery takes place. We do as much as we can to prevent this on our end, although very occasionally shipments may still be flagged for import fees. As the customer (and receiver of the item), you may receive a letter or text message saying you owe for a customs charge. Many orders won't be subject to import fees, but for those that are, please be aware that these fees are the responsibility of the customer and are not covered by Neon Heaven.

RETURNS RELATED QUESTIONS:

WHAT IS YOUR RETURNS POLICY?

We can only accept returns/exchanges on faulty items, and can not accept returns due to change of mind. This is due to the fact that all of our pieces are made by hand to order, and so your sign is unique to you. All sales are final once placed on site. In the incredibly unlikely event that your order doesn't arrive, or arrives damaged, please contact us via email at info@neonheaven.co.uk, and we will arrange for a new sign to be delivered to you as soon as possible.

CUSTOMISATION RELATED QUESTIONS:

HOW DO I ORDER A CUSTOM NEON SIGN?

Head over to our custom page, where you can give us more details by filling out the custom sign form. This form allows you to fill in all of the necessary information that we need in order to produce your custom sign. We will then get in touch with you via email to make sure that we understand your needs, and we will help you through the design process before providing a direct price quote.

WHAT COLOURS ARE AVAILABLE?

We have a wide range of different neon colours available - red, orange, yellow, pink, green, ice blue, dark blue, purple, and white. We may be able to do additional colours on special request so let us know if you have another colour in mind.

WHAT ARE YOU ABLE TO CREATE?

Generally speaking, we're able to produce detailed custom orders which include logos, images, text (in pretty much any font), letters, and more. We're always looking to test ourselves to see what's possible, so please send any ideas in!

PRODUCT GUIDE

 SIZE GUIDE