Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at sales@neonpop.co.uk

Product information

What are the signs made of?

Our signs are made of acrylic boards and LED strip lights, which makes 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 length of the cable is generally within one meter long, however you can request a specific length when needed.

Are the signs safe for outdoor use?

Yes, as a standard our signs are water-resistant with IP65 LED rating. For complete safety when placed outdoors, we advise adding our waterproofing option.

What happens after I place my order?

When placing an order for a ready-made sign after we receive 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.

Custom Signs

Can you transform anything into a sign?

We can transfer almost everything into a sign, however sometimes adjustments are needed in order to provide a high-quality product. If your logo uses serif font, we will modify the design into a non-serif font. If your design has bold letters or filled in 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 of a custom sign?

To create 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.

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.

Shipping & Delivery

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 2 options: speedy delivery £25 and express delivery £50.

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 for my order to arrive?

- UK standard delivery takes 10-17 working days

- Faster UK delivery comes with 2 options: speedy delivery 8-10 working days and express delivery 6-8 working day.

However, if you need your neon sign for a specific date, please contact our customer care team. (sales@neonpo.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 of the size of your sign when shipped internationally, but we advise a consultation with our customer service team.

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.

Returns & Refunds

Can I return my sign?

You can return any unused ready made products in its original condition within 30 Days of delivery if the item is no longer required or needed. Custom signs are not considered a ready made product. All products must be returned to us within 30 Days in order 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 amount of the total refund if the returned product has been handled in a manner that is less than acceptable such as damage to the product or missing parts.

Does the sign come with a warranty?

All products come with a 2 Year 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@neonpop.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.

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