FAQS

Looking for more info about one of our products, services, or a pending order? Check out our list of frequently asked questions below for some quick answers. If your question isn’t answered here, get in touch today.

SHIPPING RELATED QUERIES:

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

All of our products are handmade with the utmost of care and attention to detail. From your date of order, please allow 1 - 3 weeks to receive your order. Please also note that due to COVID-19, there may be slight shipping delays that are out of our control. We will always do our best to ensure the fastest possible production and delivery.

DO YOU SHIP INTERNATIONALLY?

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

WHAT IS YOUR SHIPPING POLICY?

If you are based in the UK and the order does not arrive within 21 working days from confirmation of dispatch, or if you are based outside of the UK and the order does not arrive within 25 working days, please contact us by emailing support@neonheaven.net. Our support team will investigate this for you, and if the order has in fact been lost, we will resend your order for 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 & 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 support@neonheaven.net, 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. If this does happen to you, please get in touch with our excellent customer support team at support@neonheaven.net, and we will be more than happy to cover the import fee for you.


PRODUCT RELATED QUERIES:

HOW LONG DO NEON SIGNS LAST?

The lifetime of our LED neon signs is 50,000 hours. This lifespan is about 5 times longer than traditional gas neon signs.

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.

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 support@neonheaven.net and and let us know.

HOW DO I INSTALL MY NEON SIGN?

Our neon signs come mounted on an acrylic panel, with one 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 just needs AAA batteries, and then you can use it 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.


RETURNS RELATED QUERIES:

WHAT IS YOUR RETURN 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.

CUSTOMIZATION RELATED QUERIES:

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 - vibrant red, electric orange, vivid yellow, electric pink, glowing green, ice blue, electric blue, vibrant violet, and cool 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 are able to produce detailed custom orders which include logos, images, text (in pretty much any font), letters, and more. We are always looking to test ourselves to see what is possible, so please send any ideas in!