Frequently Asked Questions

What are the signs made of?

Our signs are made of acrylic boards and LED strip lights, making them more durable and sustainable than traditional glass neon signs. The acrylic base is lightweight, UV and weather-resistant. We use flexible ILumoS LED strip lights with visible individual chips covered by high-quality silicone that creates uniform light.

What comes with the sign?

The standard sign comes with a 12V AC adapter or a battery pack based on your choice. When creating the order, you can add extras (with additional cost) such as dimmer, wi-fi controller, wall-mount kit or waterproofing.

What is the length of the cable?

The cable length is generally within one meter long. However, you can request a specific length when needed.

Are the signs safe for outdoor use?

No, as a standard. However, we advise adding our waterproofing option for complete safety when placed outdoors. This will protect against direct rain, strong jets of water, and humidity (IP44), but is not suitable for submersion.

What happens after I place my order?

When placing an order for a ready-made sign after receiving the payment, it goes straight to production. After purchasing a custom sign, your design will be turned into a mock-up that you will receive via e-mail. The production starts after we get your confirmation of the mock-up. The sign is dispatched as soon as it has been done. 

Can you transform anything into a sign?

We can transfer almost everything into a sign. However, sometimes adjustments are needed to provide a high-quality product. For example, if your logo uses a serif font, we will modify the design into a non-serif font. In addition, if your design has bold letters or filled areas, they will be outlined with strip lights. These changes are inevitable due to the thickness of the strips.

How do I place an order for a custom sign?

You can either upload your design directly on our website or create your own writing using our online website editor with fonts provided to create a custom sign. 

Can I return my custom sign?

Due to the nature of the custom products being a bespoke item, which are made to order, we are unable to accept any custom made product for a return or refund. However, if there is a problem with your sign we are more than happy to fix it for you.

Where are your signs produced?

We are based in London, England. 

How much will I be charged for the shipping?

Shipping costs in the UK using standard delivery are free of charge. Faster UK delivery comes with 3 options: speedy delivery £29.99 and express delivery £39.99 and rush delivery £49.99.

International shipping costs depend on the country we deliver to starting from standard international delivery at 29.99. You will see the exact shipping cost on your checkout page.

How long does it take to dispatch my order?

For Single Colour option, UK standard Shipping takes 5 -8 working days. Faster UK Shipping comes with 3 options: speedy 4 - 6 working days, express 3 - 5 working days and rush 2 -4 working days. 

For Colour Changing and Digital RGB options, your shipping time is; UK standard Shipping takes 7 -10 working days. Faster UK Shipping comes with 3 options: speedy 6 - 7 working days, express 5 - 6 working days and rush 4 -5 working days. 

However, please contact our customer care team if you need your neon sign for a specific date. (sales@planetneon.co.uk)

Do you deliver worldwide?

Yes, we provide worldwide delivery.

Is there a limit on the size of the sign for international orders?

There is no limit on the size of your sign when shipped internationally, but we advise a consultation with our customer service team first.

How long does it take to dispatch my international order?

You can choose dispatch options between Worldwide Standard shipping 10 -13 working days or Express 7 - 10 working days.

Delivery with FedEx may take 5- 10 working days depending on the region.

How can I track my order?

As soon as your order is dispatched, you will receive an e-mail from a courier, including the tracking number. 

Can I return my sign?

You can return any unused ready-made products in their original condition within 30 days of delivery if the item is no longer required or needed. However, you need to notify us within 5 days of receiving your order. Custom signs are not considered a ready-made product. All products must be returned to us within 30 days to qualify for the return period.

Can I return my custom sign?

We do not accept returns of custom signs due to their personalised nature. For more information, please visit our Refund Policy page.
 

How and when will I receive my refund?

Refunds will be paid to the payment card/PayPal account used at the time of the order and will be made within 3 - 5 working days after our receipt of the returned products. We are permitted to reduce the total refund amount if the returned product has been handled less than acceptable, such as damage to the product or missing parts. 

Does the sign come with a warranty?

All products come with a 12 months warranty.

Can you fix my sign if it stops working properly?

If an item is suspected of being faulty within 2 Year from the date of purchase, please contact our technical team at contact@planetneon.co.uk, so that they may assist you with the next steps to take regarding the fault and if necessary the replacement of your product.