Shipping/Returns

Shipping

All orders are made to order by hand in our production facility with the upmost of care and attention to detail.

We treat all orders first come first served, so right now hand made custom production time averages 3-7 days after payment. We never rush production as each piece is kept to the highest standard. You will always be kept updated on your piece throughout this time frame.

Please also be aware that many shipping carriers are experiencing delays due to COVID-19, and regardless of shipping service we use, they may be subject to some delays out of our hands. We will always do our best to ensure fastest possible production and delivery.

Shipping times refer to time in transit after the piece completes production and leaves our factory - once your piece is shipped out, you will receive a tracking number which you can use to monitor shipping progress.

We offer a range of shipping options to all countries globally, with different prices to reflect different shipping speeds...

Shipping time guidelines are as follow:

UK Shipping:

Standard Shipping (FEDEX Fully Tracked, 3-5 days) - 3-5 days delivery after hand made production is complete. Fully tracked and signed service.

Express Shipping (FEDEX Fully Tracked, next working day) - next day delivery after hand made production is complete. Fully tracked and signed service.

EU Shipping:

Standard Shipping (FEDEX Fully Tracked, 3-5 days) - 3-5 days delivery after hand made production is complete. Fully tracked and signed service.

Express Shipping (FEDEX Fully Tracked, next working day) - next day delivery after hand made production is complete. Fully tracked and signed service.

US Shipping:

Standard Shipping (FEDEX Fully Tracked, 3-5 days) - 3-5 days delivery after hand made production is complete. Fully tracked and signed service.

Express Shipping (FEDEX Fully Tracked, next working day) - next day delivery after hand made production is complete. Fully tracked and signed service.

Australia/New Zealand/Canada/Asia Shipping:

Standard Shipping (FEDEX Fully Tracked, 3-5 days) - 3-5 days delivery after hand made production is complete. Fully tracked and signed service.

Express Shipping (FEDEX Fully Tracked, next working day) - next day delivery after hand made production is complete. Fully tracked and signed service.

Rest of World Shipping:

Standard Shipping (FEDEX Fully Tracked, 3-5 days) - 3-5 days delivery after hand made production is complete. Fully tracked and signed service.

Express Shipping (FEDEX Fully Tracked, next working day) - next day delivery after hand made production is complete. Fully tracked and signed service.

Returns

All our pieces are made by hand to order, meaning each one is as unique as you!

We can only accept returns/exchanges on faulty items, and can not accept returns due to change of mind unfortunately, as all pieces are one off made to order. All sales are final once placed on site.

In the very unlikely case of your piece arriving broken or faulty, you have 7 days from the day of tracked delivery to let us know via email at neonrooms@gmail.com and we will deliver a replacement free of charge.

We offer a 12 month guarantee on all pieces, so if your piece breaks or stops working in any way during this period just let us know and we will replace it free of charge! :) 

Import Fees/Duties

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 also how big/heavy the piece is.

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 Neon Rooms. 

If you need any more help whatsoever, please don't hesitate to contact our team via email at neonrooms@gmail.com

Thanks!