FAQ

Payment

  • What payment methods do you accept?
  • Where is my refund?

What payment methods do you accept?

We accept the following credit cards: MasterCard, Apple Pay, Visa, American Express and Discover.. We also accept payment by PayPal or Amazon Pay. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

Ordering and delivery

  • Can I place an order without creating an account?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • How do I cancel my order?
  • Can I alter my order?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is shipping?
  • Can I track my order?

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit NeonDecorLights.com/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@neondecorlights.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@neondecorlights.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

Orders that require shipping within the U.S. will be delivered within three to ten days, depending on your preferred shipping method. Shipping to countries outside of the U.S. may take up to 14 days. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

We ship to all countries.

How much is shipping?

Shipping is free!!

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails.

Returns

  • Can I return or exchange an item?
  • How do I return an item?
  • What do I do if I lose my return note?
  • My order has arrived but it’s not as I expected/damaged/faulty. What can I do?
  • How long does it take to return an item?

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. (we do not accept returns on custom items).

How do I return an item?

Please contact our customer service team via info@neondecorlights.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

What do I do if I lose my return note?

We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch info@neondecorlights.com and ask for it to be resent to you.

My order has arrived but it’s not as I expected/damaged/faulty. What can I do?

All our signs here at NDL are shipped in premium protective packaging consisting of plastic wrapping bubble wrap and solid cardboard edged protectors this ensures safe delivery to your house.

In the extremely unlikely event that this does happen the do not hesitate to contact us with a photo and describe the issue:info@neondecorlights.com

We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

How long does it take to return an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Neon sign Queries

  • Sizing details
  • How long will the Neon signs last?
  • what are the neon signs made of?
  • Are the neon signs safe to use?

Sizing details

All in the item listing description:)

How long will the Neon signs last?

The LEDS in our signs have a lifetime of a huge 100,000 hours which is the same as around 10 years. if you were to leave the signs on constantly.

what are the neon signs made of?

All of our signs are handmade to order using premium flexible neon led piping with proprietary PVC molding technology. this led piping is affixed to sturdy clear acrylic backing which is cut to shape with delicacy at affordable rates.

 

Are the neon signs safe to use?

Our LEDs are designed to replace traditional glass neon signs. as they use LEDs encased in plastic rather than gas encased in glass they also produce relatively no heat and are actually shatter proof so they are perfectly safe around children and pets.