FAQs
Can I make a purchase online, but come and collect the goods from the actual store?
Absolutely! In the notes of your order, just let us know that you are going to pop in. Shoot us an email and include the order number so that we can put it aside ready for you collect.
Who do you send your parcels with?
We use Australia Post or a reputable courier service - TNT or Courier Please
Express Delivery, I am a duffer and I have left it to the last minute, can I have express post?
Yes! We get it, life if busy and the days just fly by. We have got you, we are happy to send orders via Express Post. You just need to choose this option when you add to cart.
I made a mistake when I typed in my text, can I change it?
Once you've approved your mockup artwork we start making your sign, so we can't change it after that. If you've only just ordered and haven't approved your mockup yet, email us ASAP at hello@theneonlady.com.au and we'll fix it.
What happens to Incorrect Address / Lost Parcels & Return to Sender Parcels?
Please take care to enter the correct address details when you order. If a parcel comes back to us marked 'return to sender' there is a re-posting fee to send it to you again.
We cannot be liable for any lost parcels if the address you have provided us is incorrect. If you have entered the incorrect address please notify us ASAP on hello@theneonlady.com.au
Houston, we have a problem. What do I do if I have a problem?
Talk to us. We are normal, happy, reasonable people, reach out and speak to us.
If there's a problem, email us at hello@theneonlady.com.au as soon as you can and we'll sort it out.
RETURNS AND REFUNDS
Here's the short version. Our full Refund Policy has all the details.
Faulty, damaged or not as described
If something we sell is faulty, damaged or not as described, we'll repair or replace it. This doesn't take away any of your rights under the Australian Consumer Law, including a refund where the law entitles you to one.
My sign arrived broken or faulty, what do I do?
Please let us know within 48 hours of delivery at hello@theneonlady.com.au 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 signs
Every custom sign is made to the design you approve, so please check your mockup carefully (spelling, colours and size) before approving. We can't offer change-of-mind returns on custom signs. If the sign we make doesn't match 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.
Colours
Colours can look slightly different on every screen, so check the colours on your mockup carefully before you approve it.