
Payment & Shipping
What are your payment and billing T&C's?
Shop Signs and Products - Payment for all signs and products ordered through the Custom Neon online shop is taken at the point of sale. You can choose to pay by PayPal or by using a major credit card.
Create Your Own Neon Signs - Payment for all custom made signs that you design online using our Create Your Own Neon tool is taken at the point of sale. You can choose to pay by PayPal or by using a major credit card.
Bespoke Signs Designed by Us - If you are working with one of our LED Neon Designers to design your sign, payment is required in full before production can begin. Once you have approved the design you will receive an invoice via email which can be paid via Paypal or by using a major credit card. Once payment has been made your sign will go into production.
What are the shipping costs?
Custom Neon offers FREE Standard Shipping on all orders regardless of the value.
- The United Kingdom - Free standard shipping.
- The United States - Free standard shipping, please use our US website to order.
- Australia - Free standard shipping, please use our Australian website to order.
- Rest of the world - Free standard shipping worldwide.
FREE Standard Shipping: Made-to-order & delivered within 3-4 weeks, including production and shipping.
When available, we also offer a Fast Track option. Fast Track orders are made & delivered within 2-3 weeks. Fast Track costs are based on the delivery address and will be calculated at checkout.
If you’re in a hurr,y please consider choosing the Fast Track option. If you are working with a Custom Neon designer, please let them know you would like Fast Track, and they will add the cost to your invoice.
All of our LED neon light signs are made to order. The above lead-times include both the production and delivery of your sign. Please note that Customs clearance may increase the delivery time for some countries.
What is the turnaround time for a standard order?
Custom Neon signs are custom made, so there is production time on each order. FREE Standard Shipping: Made-to-order & delivered within 3-4 weeks, including production and shipping. If you need it faster, please select 'Fast Track' at checkout. Fast Track orders are made & delivered within 2-3 weeks. Please note that Customs clearance may increase the delivery time for some countries.
If you choose Fast Track and we are unable to deliver your order within 3 weeks we are happy to refund the difference between the Standard and Fast Track shipping cost.
Delivery times are estimated and may vary based on delivery location, peak times, bank holidays and external factors that impact distribution.
If you choose Fast Track and we are unable to deliver your order within 3 weeks we are happy to refund the difference between the Standard and Fast Track shipping cost.
Where do you ship signs to?
Our signs can be delivered to physical addresses throughout the UK and most of Europe. We also ship to many other countries around the world.
PO Boxes: Due to the high value and size of our signs we do not ship to PO Boxes or Mailbox services.
What if my sign is damaged in transit?
In the unlikely event that your sign has been damaged in transit Custom Neon will ensure that a resolution is provided.
We recommend opening your Custom Neon parcel upon delivery. Damage must be reported within 7 days of delivery of your Custom Neon sign to be eligible for a replacement. Damage or faults reported after this time period will follow our general returns and refunds policy and will not be covered under warranty. Note: the delivery date is the courier delivery date which can be found by following the prompts in your tracking email.
If you believe your item has been damaged in transit and you are within the 7 day claim period, please send an email to your LED Neon Designer or choose Delivery/Faults/Returns on the contact form and ensure that you supply all of the following:
- a clear photo of the damage to the sign,
- a clear photo of the box & any damage to the outer box,
- and a clear photo of the shipping label on the box.
What if my sign is lost or stolen?
Custom 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 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, Custom Neon will take no responsibility for lost, missing or stolen parcels that have been marked as ‘delivered’ by the shipping service.
What if part of my order is missing?
We recommend opening your Custom Neon parcel upon delivery. In the unlikely event that you're missing something you ordered, Custom Neon will ensure that a resolution is provided.
Missing items must be reported within 7 days of delivery of your Custom Neon sign to be eligible for a replacement.