At Neon Terra, we are dedicated to delivering your neon art and wooden maps safely and efficiently. We ship worldwide from our base in the United Kingdom.

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1. Order Processing Time (Production)

 

Since many of our products are hand-crafted or made to order, we require time to prepare your items before shipment.

• In-Stock Items: Dispatched within 1–3 business days.

• Custom Neon Signs & Personalized Maps: Please allow 5–10 business days [Süreyi üretim kapasitenize göre değiştirin] for production and testing before dispatch.

Note: Processing time does not include shipping time.

 

2. Shipping Rates & Delivery Estimates

 

Shipping charges for your order will be calculated and displayed at checkout based on the weight of the package and your location.

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Estimated Delivery Times:

DestinationShipping ServiceEstimated Time

United KingdomDomestic Express1–3 Business Days

Europe (EU)International Express3–7 Business Days

USA & CanadaInternational Express4–8 Business Days

Rest of the WorldInternational Standard7–14 Business Days

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• We use trusted carriers such as DHL, FedEx, UPS, and Royal Mail to ensure the safety of your fragile items.

• Delays may occur due to customs processing or high-volume periods (e.g., Black Friday, Christmas).

 

3. Customs, Duties, and Import Taxes (Important)

 

For International Customers (Outside the UK):

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.

• Who pays? Neon Terra is not responsible for these charges if they are applied. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

• EU Customers: Since Brexit, orders shipped from the UK to the EU may be subject to local VAT and customs duties upon arrival.

• Refused Shipments: If you refuse a shipment due to unexpected import fees, the cost of the original shipping plus the return shipping cost will be deducted from your refund.

 

4. Shipment Confirmation & Order Tracking

 

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

 

5. Packaging

 

We know that Neon Lights are fragile. We use specialized packaging with reinforced corners and bubble wrap to ensure your order arrives in perfect condition.

 

6. Damages

 

Neon Terra is not liable for any products damaged or lost during shipping. However, we insure our packages. If you received your order damaged:

1. Please contact us immediately (within 48 hours) at support@neonterra.com.

2. Save all packaging materials and damaged goods.

3. Take clear photos of the damaged box and the broken item.

4. We will file a claim with the carrier and arrange a replacement for you.

 

7. Missing Packages

 

If your tracking information states that your package was delivered, but you have not received it, please check with your neighbors or your building manager first. If the package is still missing, please contact the shipping carrier directly to open a claim.