At Luminous UK, we offer FREE standard worldwide shipping. 

 

HOW LONG WILL IT TAKE FOR MY SIGN TO ARRIVE?

We aim to design, produce & deliver your sign in under 2 weeks - but it very often quicker than that. 

Important: The speed of manufacturing is determined by how large & complex your sign is. 

If you have a specific date that your sign needs to arrive by, please make sure you notify Luminous UK before ordering your sign so that we may assess the order and determine the time necessary to construct and complete your sign. While we always strive to meet our customer's deadlines, once the sign leaves our factory, we cannot control any shipping delays that might occur, and therefore our shipping times are estimates only. 

 

WHAT IS YOUR RETURNS POLICY?

We always want our customers to be 100% happy with their purchase, however, we cannot accept returns due to change of mind as all of our LED neon signs are made-to-order and sent directly into production after payment is confirmed.

We will make every effort to resolve the issue and will either fix, replace, refund or partially refund the item. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case-by-case basis and is at the sole discretion of Luminous UK.

We kindly ask that our customers review their design thoroughly to ensure that the specifications of the item, font, colour and content are all correct. Please flag any issues with your order immediately by contacting us.

 

WHAT IF MY SIGN ARRIVES DAMAGED?

On delivery, the customer must carry out a thorough inspection of the product and package and should not begin any installation or incur any further costs until a proper assessment is carried out. 

If your sign has arrived damaged or broken by the carrier's fault, Luminous will send you a replacement sign or partial refund depending on the nature and severity of the damage. To set up a claim with the shipping company, you must send us pictures and video of the four (4) sides of the package, as well as photos of the broken parts, within 72 hours of receiving your sign. 

Signs sent after this period may not be eligible for a replacement. 

 

WHAT IS YOUR RETURNS PROCEDURE?

  • Please contact us directly to let us know which product(s) you wish to resolve and why.  
  • Please provide us with photos and video of the item at the time you have received it for diagnostic and quality purposes.
  • If you are not able to provide both a video and photo(s) of the problem then our ability to rectify your issue will be limited.
  • Once we have received all of the required information we will be in touch to try to resolve the issue.
  • If a return has been agreed to, please note that the faulty product must be in its original condition that it was received, along with it’s original packaging, and sent to the return address provided by Luminous UK.
  • The faulty item must be returned for inspection by Luminous UK within 14 days of the date you received the product. Items sent after the 14 day window may no longer be eligible for a refund.
  • If a replacement has been agreed to, we will produce and ship the replacement product to you as soon as possible, free of charge.
  • If a full or partial refund has been agreed, we will process the refund immediately.