Shipping and Returns

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

HOW LONG WILL IT TAKE LONDON NEON TO SHIP MY NEON SIGN?

After you've received your shipping confirmation via email, your sign will typically ship the following working day. We do not ship on weekends or bank holidays.  

Standard orders take between 3-4 weeks, inclusive of shipping times. We've partnered with multiple, reliable carriers for the shipment of your neon sign, including DHL, TNT, FedEx or UPS. We select the most optimized shipping company for your product to arrive fast and safely. Orders will only be shipped to the shipping address provided on your invoice. So please make sure your address is correct. 

Why is the turnaround 3-4 weeks for a standard order?

Our signs are handmade; therefore, production does take some time to ensure you are receiving the highest quality product. Four weeks is the maximum turnaround time, and most customers receive their orders within three weeks. 

Can I rush my order?

Yes. For an additional £80, we can fast-track your London Neon order, which reduces the turnaround time to approximately 2-2.5 weeks, using an express delivery service. This option is available at both the online checkout and on custom orders. 

Does London Neon provide tracking? Can I reschedule and/or change a delivery?

At London Neon, we fully track your order. Once your neon sign is shipped and you receive your tracking number, you can contact the delivery company at will to get updates and/or change or reschedule a delivery. 

 *Please note that London Neon shall not be liable for any shipping delays that are out of our control, such as force majeure or operational issues. Please get in touch with the carrier directly for up to date information regarding your shipment. * 

Does London Neon guarantee that my sign will arrive by a specific date?

If you have a specific date that your sign needs to arrive by, please make sure you notify London Neon before ordering your sign so that we may adequately assess the order and determine the time necessary to construct and complete your sign. While we always strive to meet our customer's deadlines, once the sign leaves our factory, we cannot control any shipping delays that might occur, and therefore our shipping times are estimates only.

 

WILL I HAVE TO PAY IMPORT DUTY OR CUSTOM CHARGES ON MY NEON SIGN?

Orders 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 - 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 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.

London Neon does not currently charge taxes/VAT on sign purchases. The import duties/taxes collected at your country's port of entry will be determined by the minimal but recommended USD value amount placed on the waybill when the sign is shipped, rather than on the retail price of your sign. 

WHAT IS LONDON NEON’S 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 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 review their invoices thoroughly 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 your returns procedure?

  • Please contact London Neon directly to let us know which product(s) you wish to return and why.
  • 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.
  • 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 it’s original packaging, and sent to the return address provided by London Neon.
  • 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.
  • If a replacement has been agreed to, we will produce and ship the replacement product to you as soon as possible, free of charge.
  • If a full or partial refund has been agreed, we will process the refund immediately.

What if my sign arrives damaged?

On delivery, the customer must carry out a thorough inspection of the product and package and should not begin any installation or incur any further costs until a proper assessment is carried out. 

If your neon sign has arrived damaged or broken by the carrier's fault, London Neon will issue a partial or full refund or send you a replacement sign depending on the nature and severity of the damage. To set up a claim with the shipping company, you must send us pictures and video of the four (4) sides of the package, as well as photos 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 I accidentally break my sign while handling it?

London Neon is not liable to replace a sign that has been damaged due to mishandling or negligence. A sign that breaks after the initial inspection has been carried out will be reviewed by London Neon to determine if it is eligible for a refund.

Please read our FAQ section entitled "How do I hang, mount, transport and care for my new sign?" as well as our neon guide on how to transport and look after your new LED neon sign correctly. 

    What about Gift Cards?

    All London Neon Gift Cards are final sale.