Shipping Policy

1. Production & Dispatch

• Standard production is 10–14 working days once artwork is approved. Rush fabrication is available for select builds (fees apply).
• All signs undergo a 24-hour illumination test, IP rating checks (where requested), and QC photography before packing.
• Orders are dispatched Monday–Friday from our London workshop; weekend dispatch can be arranged on request.

2. UK Delivery

• Mainland UK deliveries ship via insured next-day courier with timed slots available for venues.
• Free standard shipping applies to orders over £250. Orders under £250 are charged a £15 flat rate.
• Scottish Highlands, Northern Ireland, Isle of Man, and Channel Islands may require 2–3 additional transit days.

3. EU & International Delivery

We ship DAP (Delivered at Place) across the EU, meaning you are responsible for local VAT and customs charges on arrival. The courier will contact you with any amounts due before releasing your parcel. Commercial invoices detail HS codes and material composition to avoid delays.

4. Packaging & Insurance

• Each sign is secured to custom-cut foam, housed in reinforced cartons, and finished with corner protection and moisture barriers.
• Shipments are fully insured against transit damage. Please inspect the package upon delivery and report any issues to support@craftyneonsign.co.uk within 48 hours with photos of the box and product.
• Replacement production slots are prioritised for damaged goods once evidence is received.

5. Tracking & Updates

A tracking link is emailed via Resend as soon as your order leaves the workshop. SMS updates are available for UK numbers. Trade clients can opt-in for stage notifications (fabrication, QC, dispatch, delivery).

6. Installation & Storage

• Indoor signs should be installed in dry environments away from direct heat sources. Outdoor signage requires the specified IP upgrade.
• If your event date changes, we can store completed signs for up to three months free of charge.
• Mounting hardware, transformer, and dimmer (when ordered) are supplied in the box. Follow the included fixing guide to maintain warranty coverage.

7. Missed Deliveries & Returns

Couriers will attempt delivery twice before the parcel returns to us. Re-delivery charges may apply. Because each sign is custom-built, returns are only accepted for manufacturing faults covered by our warranty.

8. Need Help?

Contact our logistics team at shipping@craftyneonsign.co.uk or call +44 20 1234 5678. Office hours: Monday–Friday, 9am–6pm GMT.