Your Cart is Empty
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 emailand include the order number so that we can put it aside ready for you collect.
We use Australia Post or a reputable courier service - TNT or Courier Please
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.
Unfortunately once items are made we can not make any changes. However If you have only just placed your order please contact us ASAP on hello@theneonlady.com.au and we will try our best to address this.
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.
Talk to us. We are normal, happy, reasonable people, reach out and speak to us.
If there is a problem, you have 3 working days to raise an issue, after that time all sales are final. You can raise an issue by writing to us at hello@theneonlady.com.au
This returns and refund policy applies to the site www.theneonlady.com.au and all products and services offered by The Neon Lady.
This policy does not replace your rights under Queensland, Australia consumer law.
Please consider that images shown on your device / computer may appear slightly different to the true item colour. We try our best to show the items true colour in light but are unable to offer returns due to colour discrepancies.
The first thing you need to do is take photos of the damaged and unopened parcel.
We take great care with our packaging. We want you to have a beautiful new product in perfect condition. While all care is taken to provide suitable protection of your order during shipping, The Neon Lady cannot be responsible for the condition in which it arrives.
If customer receives package in an unsatisfactory condition, please contact us immediately. If the packaging has been ripped, torn, squashed or broken, photos need to be provided showing the damaged/ruined packaging.
Photos of the opened product are not satisfactory, we need to see the damage before you open it.
The customer has 5 working days to raise an issue, after that time all sales are final. You can raise an issue by writing to us at hello@theneonlady.com.au
The Neon Lady gladly accept returns on items that have not been customised.
Contact The Neon Lady within: 3 days of delivery
Purchase to be returned to The Neon Lady at 3/3 Dual Ave, Warana QLD 4575 within 30 days at cost to the customer.
Because of the nature of these items, The Neon Lady cannot offer returns, unless they arrive damaged or defective. Photos to be provide by customer for evidence, if the purchase is requested to be returned, you will be provided with return instructions.
Refunds are only considered in cases where the product does not match the written description. Keeping in mind all custom made items may have variations in paint colour, wood/grain can occur and are expected in a normal product. Wood grain direction may vary. Grain within our timber and bamboo products may have some splintering this is perfectly normal due to the natural aspect of the material. Due to manufacturing techniques, some product will have charred edges and smoke marks this is normal and within the scope of the product, and colours may vary slightly with each batch.
When a refund is requested, The Neon Lady requires a detailed description of how the product failed to meet customers expectations so that we can make improvements to the product or the description we use to advertise it.
