Below you will find a list of our most frequently asked questions

Welcome to London Neon! We're the new kids on the block- an approachable and family-owned online neon sign shop specializing in made-to-order signs and the coolest pop culture designs. Our business operations are based in London, surrounded by art, culture and tons of neon inspiration. As two young creatives with backgrounds in product and fashion design, we're all about lighting up your world in style.

When it comes to price and value, we hold our weight against the bigger neon suppliers. Working out of our home office with minimal overhead costs means we can be one of the least expensive in the business without compromising quality. Instead of grossly marking up our product, our prices reflect the labour, raw materials and time needed to construct each sign. We've sought out the industry's leading LED neon manufacturers who hand-make and assemble every neon with care and attention.

As a small business, we take a personal, hands-on approach to serve our customers better.  We, Steph and Dan individually handle all our emails and enquiries, designs and mock-ups, sales and marketing, order confirmations, tracking and quality control.

What type of LED neon signs do you sell?

We design and make a wide variety of illuminated signage, including:

• Business Logos
• Retail & Shopfront Signage
• Open Signs
• Waterproof Outdoor Signs
• UV Printed Signage
• RGB Colour Changing Signs
• Wall Art & Interior Decor
• Wedding Signs
• Party Signs
• NEW Illuminated Letters
• NEW Lightboxes
• NEW Backlit LED Neon Signs
• NEW Projecting LED Neon Signs

Why choose LED Neon over traditional glass neon signs?

Affordability: LED neon flex is much easier to manipulate into the shape you want, which means less time producing the sign in the first place. While traditional Neon signage requires a full glass-making process, LED Neon Flex provides a lower cost and easier to install option.

Durability: LED neon flex is made of high quality, flame retardant PVCs and is flexible. Traditional neon signs are made of fragile, breakable glass that shatters easily.

Energy Efficiency: LED neon signs have a low power usage with an input voltage of 24V/120V, whereas the traditional glass version uses an input voltage of 3KV-18KV.

Safety: LED neon flex doesn’t heat up as a result of chemical processes so they’re also safe to touch, making them both kid and pet proof. Combined with their impact resistance, LED neon is suitable for almost any environment unlike traditional neon, which contains breakable glass and could leak toxic gases at the end of their life cycle. 

Ease of Installation: LED neon signs generally do not require a specialist installation team. Unless they're very large or you need them to be installed in a specific manner, our signs can be hung or wall mounted as you would any other piece of wall art. The weight, fragility and power requirements of traditional glass tube neon signs usually require specialist installation.

Easy to Maintain: Neon look LED signs are practically maintenance free. Depending on the placement and climate, traditional glass neon light signs will require maintenance which must be carried out by a trained professional.

Lightweight & Portable: LED flex is considerably lighter than glass neon tubes making LED signs lightweight enough to use just about anywhere, including bedroom décor, portable party lights, events, and much more.

Noise: LED neon signs are very quiet and produce virtually no buzzing sound. Glass neon signs, on the other hand, are famous for "the buzz".

Interference: LED flex signs will not cause interference with your TV, Wifi, etc... Glass neon signs can cause interference with infrared remote controls.

Brightness: 210 Lm/m makes LED flex neon brighter than traditional glass neon producing a warmer light at 197 Lm/m.

Lifespan: LED neon flex signs will keep shining for approximately 100,000 hours. Glass neon signs offer approximately 10,000 hours of use.

What are LED Neon signs made of?

Our neon lights and signs are made of high-quality PVC & acrylic, powered by LED lights and cased in flex rubber tubing. Our outdoor signage range is made using high-quality LED lights in fully enclosed acrylic, and they have an IP67 Waterproof rating. With both our indoor and outdoor signs, no fragile glass can break, no neon gas, and no mercury.

What are the minor, clear marks on my LED neon sign?

Our signs are 100% hand-made, so sometimes, during the production process, some of the unique adhesives we use to complete the design may leave a slight transparent stain. This is perfectly safe and is usually unnoticeable to the naked eye.

DESIGN:

What colours can I choose?

We have a total of 20 colours to choose from! 11 of these are white when the sign is turned off and coloured when the sign is switched on. The remaining 9 colours come with a coloured tube, so the sign shows its colour even when it's turned off.

What are the backboard options?

·        Cut to Shape/Text: The acrylic board is cut following the shape of the neon providing excellent stability. This is our most popular and versatile backboard for mounting on a wall or window or hanging from a ceiling.

·        Full acrylic board: The sign is mounted to a very solid square acrylic board. We recommend using a full board if you will be hanging your sign from a ceiling or if you plan to use it for events.

·        Line Backing: Invisible and minimalist but can be a bit more fragile as there is very little backing that holds the letters together, however, it is ideal for signs that will be permanently mounted on a wall.

·        Acrylic Stand: The sign is mounted onto an acrylic stand. We only recommend this option for smaller signs that you plan to place on a tabletop or on the floor. Additional costs apply.

·        Acrylic Box: Your neon sign in enclosed inside an acrylic box. We only recommend this option for smaller signs that you plan to place on a tabletop or on the floor. Additional costs apply.

We will be happy to advise you on the best backing for your design!

How big can I make my LED Neon sign?

Our LED flex is available in 6/8/10mm thickness. The minimum letter height is approximately 7-10cm for simple/non-cursive fonts and 10-13cm for cursive or script fonts.

If your custom order is for a sign larger than 200cm by 120cm it will be made on two or more backboards that can be easily arranged together. Doing this keeps the signs safer during shipping and allows us to deliver the best possible price for you.

What is UV printing and how can I use it?

UV printing is a form of digital printing that uses ultraviolet lights to dry or cure ink as it is printed onto an acrylic backboard. UV printing can be used to create different types of signage, branding logos, and intricate or complex designs due to the excellent resolution it produces. London Neon offers UV printing on select standard signs and custom orders. For custom orders, we require our customers to submit hi res images.

Will my LED neon sign look exactly like my design proof?

Due to the hand rendered nature of our neon signs, they can be subject to variations and slight discolorations. Some variations in colour can also occur as a result of the computer screen, the camera and/or the light, and therefore the colour of the LED may appear different in pictures than in a real setting and do not reflect the quality of the product.

Are your LED neon signs battery operated?

All of our LED neon signs plug into a power socket, *unless otherwise stated. For use without a power socket, we recommend purchasing an external battery power pack to plug your sign into. Most of our products come with a 4.9ft transparent cord, which plugs into a certified AC adapter. The adapter has an additional 3-6ft of black cable that plugs into the socket.

It is the customers responsibility to review the product description for detailed information regarding their neon sign purchase.

How do I clean my LED neon sign?

Cleaning and maintaining your London Neon LED neon sign is easy! Simply use a dry microfiber cloth to buff the acrylic and remove dust and fingerprints. Do not use cleaning products or water on your London Neon LED neon sign as they could damage the acrylic and the neon. London Neon is not responsible for damage caused by improper care.

How do I hang, mount and install my new sign?

Hanging your new neon light sign is super easy! All of our standard signs weigh 6-11lb on average and include pre-drilled holes on the acrylic backboard. London Neon signs are safe to transport and easy to install.

For wall mounting your new neon light you may need the following:

·        Fishing wire (we recommend using heavy-duty wire and using a fisherman knot)

·        Steel wire rope (we recommend securely knotting)

·        Heavy-duty removable hooks (We recommend using several removable hooks to hold up to 6-11 lbs)

·        Heavy duty tape (we recommend cleaning the wall with isopropyl rubbing alcohol by wiping gently before applying)

Please note that the above is a recommendation only. London Neon is not responsible for the wall mounting and/or installation of any of our products. Please visit our neon guide for more information

Do you offer a design service?

London Neon offers a design service for custom logos which are subject to a non-refundable £10 design fee per revision.  Payment is required upfront and in full. If a customer approves the design(s) and proceeds with the sign purchase, London Neon will deduct (each) £10 design fee from the order total. 

PRODUCTION AND MANUFACTURING:

How long will it take to receive my LED neon sign?

Standard orders take between 3-5 weeks, inclusive of shipping times. We've partnered with multiple, reliable carriers for the shipment of your neon sign including DHL, FedEx or UPS. We select the most optimized shipping company for your product to arrive fast and safe. Orders will only be shipped to the shipping address provided on your invoice. Please make sure your address is correct.

Where are your LED neon signs made?

London Neon signs are manufactured in China and the UK in CE and UKCA certified factories. Where your sign will be made depends on the specifications and requirements of your sign. Please get in touch with us for more information. 

What payment methods are accepted?

• MasterCard (credit and debit cards)
• Visa (credit and debit cards)
• American Express
• Discover (US merchants only)
• Apple Pay
• Google Pay
• Klarna
• Shop Pay
• Maestro

What are your payment and invoicing T&C's?

Pre-made signs bought on our online shop: Payment for all signs and products ordered through the London Neon online shop is taken at the point of sale. You can choose to pay by PayPal or by using a major credit card. In the UK you can also choose to pay in instalments using Klarna.

Design your own neon: Payment for all custom made signs that you design online using our online customizer tool is taken at the point of sale. You can choose to pay by PayPal or by using a major credit card. In the UK you can also choose to pay in instalments using Klarna.

Custom neon signs: Payment is required in full before production can begin. Once you have approved a design you will receive an invoice via email which can be paid via Paypal or by using a major credit card. When payment has been made your sign will go into production.

What does London Neon charge for standard shipping?

At London Neon, we offer FREE worldwide standard shipping. It’s as simple as that.

Do you offer rush orders?

There are two things to consider when placing a rush order 1. The time it takes to manufacture your sign 2. The shipping carrier's speed. These can differ depending on the current workload, but typically we get signs ready for the shipping carrier within 14 working days from the date order. To jump the queue and speed up the manufacturing process, there are a few options to choose from when ordering your new LED neon sign:

Standard 14+ working days (free)

Quick 7-10 working days (+£80)

Urgent 4-6 working days (+£120) *upon request for signs under 100cm

These are surcharges for the manufacturing speed only and do not include order processing and shipping times. Delivery is typically 2-4 working days after the order has been dispatched from the factory. Before placing your final order, please communicate any deadlines with London Neon so that we may better serve you. 

Does London Neon provide tracking? Can I re-schedule and/or change a delivery?

London Neon has partnered with reliable shipping carriers to ensure your neon sign arrives safely and in a timely manner and we provide tracking on all orders. Once your neon sign is shipped, you can contact the delivery company at will to get updates and/or change or reschedule a delivery. 

London Neon is not responsible for contacting the shipping carriers to reschedule missed deliveries. 

Will I be able to collect my LED neon sign in person?

Currently, London Neon does not offer collections as we ship directly from factory. Please take this into conisderation before placing any rush orders.

Will I have to pay import duties on my shipment?

Orders to some countries may be subject to import fees/duties and taxes when delivery takes place. This depends on which country you are ordering from and how heavy the LED neon sign is. Please note that this is standard procedure for any item bought online and is entirely out of our hands. Some 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 London Neon.

Once an order has been confirmed, the customer takes full liability for all postal charges, return shipment costs and resend shipment costs if they refuse to accept a parcel due to import duties or taxes. Shipping costs are non-refundable. Delivery Standard excludes day of posting and time spent on customs clearance.

What is your return policy?

London Neon will happily accept returns and refunds of faulty products only. We always want our customers to be 100% happy with their purchase, however, we cannot accept returns due to change of mind as all of our standard and custom LED neon signs are made-to-order and sent directly into production after payment is confirmed.

We will make every effort to resolve the issue and will either fix, replace, refund, or partially refund the item. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case-by-case basis and is at the sole discretion of London Neon.

We kindly ask that our customers thoroughly review the Terms and Conditions prior to purchase, as well as their invoices after their purchase to ensure that the specifications of the item, font (if applicable), color and content are all correct. Please flag any issues with your order immediately by contacting us at info@londonneon.co.uk.

What is the return procedure?

1.      Please contact London Neon directly to let us know which product(s) you wish to return and why.

2.      Please provide us with photos and video of the item at the time you have received it for diagnostic and quality purposes. If you are not able to provide both a video and photo(s) of the problem, then our ability to rectify your issue will be limited.

3.      Once we have received all of the required information, we will be in touch to try to resolve the issue. If a return has been agreed to, please note that the faulty product must be in its original condition that it was received, along with its original packaging, and sent to the return address provided by London Neon.

4.      The faulty item must be returned for inspection by London Neon within 14 days of the date you received the product. Items sent after the 14-day window may no longer be eligible for a refund.

5.      If a replacement has been agreed to, we will produce and ship the replacement product to you as soon as possible, free of charge.

6.      If a full or partial refund has been agreed, we will process the refund immediately.

What if my neon sign arrives damaged?

If your neon sign has arrived damaged or broken, London Neon will happily send you a replacement sign. In order set up a claim with the shipping company, you must send us pictures and video of the 4 sides of the package as well as pictures of the broken parts within 72 hours of receiving your sign. Signs sent after this period may not be eligible for a replacement.

What if my sign is lost or stolen?

London Neon takes all necessary care to ensure our signs are delivered safely to our customers. We use a premium express shipping service that requires a non-direct signature on delivery. The customer may request to opt-out of the signature on delivery directly through the shipping service once the shipment process has begun. Please be aware that if you choose to opt-out of the signature on delivery requirement, London Neon will take no responsibility for lost, missing or stolen parcels that have been marked as ‘delivered’ by the shipping service.

What about gift cards?

All London Neon Gift Cards are final sale, but do not expire.

Does my LED neon sign come with a warranty?

Our indoor signs include a one-year warranty from the date of purchase, which covers electrical components when used appropriately, *unless otherwise stated. London Neon outdoor signs include a 6-month warranty, from the date of purchase, which covers electrical components when used appropriately, *unless otherwise stated.

*It is the customers responsibility to review the product description for detailed information regarding their neon sign purchase.

Can I hardwire my sign?

Hardwiring your LED neon sign is possible and must be done by a qualified electrician. However, hardwiring your London Neon sign will void your respective warranty. If the sign faults it would be difficult for us to establish the cause. 

If you have any additional questions about your London Neon sign, we're happy to help. Just send us a message at info@londonneon.co.uk and tell us what you need. We look forward to assisting you in any way we can.