Shipping Policy

Neu Neon ("we", "us", or "our") is the operator of https://www.neu-neon.com ("Website"). By placing an order through this Website, you agree to the terms below. These terms are intended to ensure that both parties understand our production, shipping, and delivery procedures.

1. General

All products are made to order, and the production location may vary between the UK, Turkey, and the USA based on order volume and operational efficiency.

The current production time is stated at checkout in the delivery section. Seasonality, order complexity, and other factors may slightly affect these times, in which case we will notify you via email.

2. Shipping Costs

Shipping costs are calculated during checkout based on the weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase.

3. Delivery Terms

3.1 Delivery Times Based on Geographic Location

The following are estimated shipping times after dispatch:

• United Kingdom: Next day delivery

• Europe: 3–5 working days

• United States & Canada: 4–6 working days

• Australia: 5–10 working days

• Rest of the world: 6–15 working days

3.2 Dispatch Time

All products are made to order, and the current production times are listed on the checkout page.

We operate Monday to Friday during standard business hours, except on national holidays. In these instances, we take steps to ensure shipment delays are kept to a minimum.

3.3 Production Speed

Production speeds such as Standard, Rush, and Super Rush services refer to expedited production and do not guarantee a specific delivery date.

Please ensure orders are placed with sufficient time to account for potential external delays outside our control.

3.4 Change of Delivery Address

We can accommodate delivery address changes before an order has been dispatched, provided the new delivery address is located in the same country as the original address.

3.5 Delivery Time Exceeded

If delivery exceeds the estimated timeframe, please contact us so that we can investigate.

3.6 Large Neon Signs & Split Deliveries

Due to manufacturing requirements, product dimensions, and shipping safety considerations, larger neon signs may be manufactured and delivered in two or more separate sections rather than as one single piece.

This is a standard manufacturing practice designed to ensure safe transportation, reduce the risk of damage during shipping, and maintain the quality and durability of the finished product.

The sections are designed to be aligned and installed together to create the complete intended design.

The number of sections may vary depending on the overall dimensions, lettering, shape, and complexity of the design.

Unless a single-piece construction has been specifically agreed upon and confirmed in writing before production, larger signs may be supplied in multiple sections where necessary.

If a single-piece construction is essential for your installation, please contact us before placing your order so that we can confirm whether this is technically and logistically possible.

3.7 Power Adapters & International Plug Compatibility

All Neu Neon LED signs are supplied with a 12V power adapter, typically featuring an EU-style plug as standard.

As we manufacture and ship internationally, the appropriate plug converter is supplied according to the destination country's electrical socket requirements.

For UK orders, a UK-compatible plug converter is included where the supplied adapter features an EU plug, allowing the sign to be connected to a standard UK electrical socket.

The supplied adapter and converter may be separate components and do not necessarily constitute a single integrated UK three-pin plug.

The use of an EU-style adapter with a suitable UK plug converter is part of our standard international product configuration.

Customers should use only the supplied or manufacturer-approved power accessories and ensure that the electrical supply is compatible with the adapter specifications.

If you have specific plug or power supply requirements, please contact us before placing your order.

4. Tracking Notifications

Upon dispatch, customers will receive a tracking email containing a tracking number, allowing them to follow their shipment through the latest updates provided by the shipping carrier.

5. Parcels Damaged in Transit

If you find that a parcel has been damaged in transit, please reject the parcel from the courier where possible and contact our customer service team.

If the parcel has already been delivered, please contact us for further assistance.

6. Duties & Taxes

6.1 International Order Import Duties

International shipments may be subject to import duties, local taxes, customs charges, and carrier handling fees upon arrival in the destination country.

Orders shipped outside the United Kingdom may be subject to these additional charges.

These charges are not included in the product or shipping price unless expressly stated otherwise at checkout and are generally the responsibility of the customer or recipient.

The amount of any applicable charges is determined by the destination country's customs authorities and/or shipping carrier. We are unable to confirm the exact amount in advance.

If customs charges are not paid and the shipment cannot be delivered, additional costs may arise from return, storage, disposal, or other carrier or customs procedures. Responsibility for such costs will be determined in accordance with applicable law and the circumstances of the shipment.

By placing an international order, you acknowledge that applicable import duties, taxes, and customs-related charges may be payable.

7. Insurance

Parcels are insured for loss and damage up to the value stated by the courier, subject to the applicable carrier terms and conditions.

8. Process for Parcels Damaged in Transit

If your item arrives damaged, please report the damage to us within 24 hours of delivery wherever possible.

This helps us submit a claim to the courier promptly and investigate the damage.

Please provide photographs of the damaged product and its packaging.

Reporting damage after this period may affect our ability to recover compensation from the courier but does not affect your statutory consumer rights.

9. Process for Parcels Lost in Transit

If a parcel is lost in transit, we will investigate the matter with the shipping carrier.

Where the parcel is confirmed lost, we will arrange an appropriate refund or replacement in accordance with applicable consumer law.

10. Customer Service

For all customer service enquiries, please contact:

Email: info@neuneon.com

Website: https://www.neu-neon.com

We are happy to assist with shipping questions, product specifications, installation guidance, and delivery concerns.

Nothing in this Shipping Policy excludes or limits any statutory consumer rights that apply to your purchase.