Delivery & Returns

Delivery

  • Standard delivery: We send orders with Australia Post or a trusted courier, with tracking on every order. Shipping is free on orders of $299 or more, and $30 for orders under $299.
  • Express delivery: Need it fast? Get in touch and we'll give you a price.
  • Pickup: Pick up from our Warana showroom, Monday to Thursday, 8 am to 3 pm. Please call first on 0492 510 747.
  • More detail is in our Shipping Policy.

Returns and refunds

This policy covers theneonlady.com.au and everything we sell. If something we sell is faulty, damaged or not as described, we'll repair or replace it. This policy doesn't take away any of your rights under the Australian Consumer Law, including a refund where the law entitles you to one.

Broken or faulty on arrival

We pack every sign carefully. If your order arrives broken, damaged or faulty, please let us know within 48 hours of delivery and send photos of the sign and the packaging. We need this to claim on our freight insurance, and we'll repair or replace it.

Custom-made signs

Because every custom sign is made just for you, we can't offer change-of-mind returns. If your sign arrives damaged, is faulty, or isn't what we agreed in your approved design, we'll repair or replace it.

Ready-made items

Changed your mind about something that wasn't customised? Let us know and send it back to Unit 6, 3 Dual Ave, Warana QLD 4575 within 30 days of delivery. It must arrive back in new condition, with no scratches or damage, so please pack it carefully. Once we've checked it, we'll give you store credit. If it comes back scratched or damaged, we can't give store credit. Change-of-mind returns are for store credit only, not refunds. Return postage is at your cost.

Warranty

Neon signs come with a 3-year manufacturing warranty, and night lights with a 1-year manufacturing warranty. If something goes wrong, get in touch and we'll repair or replace it.

What's normal (not a fault)

  • Neon colours can vary slightly from batch to batch.
  • Colours on your screen may look a little different to the real thing.
  • Timber bases have natural grain, and the grain direction varies.
  • Laser-cut edges can show small marks from the cutting process.

Spelling

We make your sign exactly as it appears in the design you approve, so please check names and spelling carefully before approving. If you spot a mistake after ordering, email us straight away and we'll do our best to fix it before we start.

Delivery address

Please check your address at checkout, because we print the shipping label straight from it. If a parcel goes astray because the address was wrong, we can't cover the cost of replacing it. If you've entered the wrong address, email us straight away.

Getting in touch

Email hello@theneonlady.com.au or call 0492 510 747. A short description and a few photos help us fix any problem quickly.