Frequently Asked Questions

ORDERS, SHIPMENTS, DELIVERIES AND INSTALLATIONS.

Can I Order By Phone?
Yes. You can place an order by telephone by calling 1300 405 218 between 9am and 5pm Monday through Friday.

Do You Ship, Deliver And Install At My Location?
Yes. In order to provide superior customer experience it is a constant and ongoing endeavour on our part to deliver to most locations around the world. However installation is only available within Australia, in The Sydney Metro Area. Installation cost is on a quotation basis. Please check the shipment and installation availability for your location while placing your order.

Can I Assemble The Products Myself?
Most of our products are packed and shipped already assembled and ready to use out of the box, some assembly may be required for such items as Custom Neon Signs. Instruction manuals that comes with all our products. The only thing you have to worry about is hanging your sign in place when it arrives.

What Is The Estimated Delivery Time?
Your order is processed immediately upon completion of the online transaction and shipped within 3 – 7 working days. The actual delivery depending on your location, the quantity of your order and the type of item being shipped may take another 5 to 7 days. Generally the deliveries are much faster for smaller items which can be shipped through our network of courier services. For larger and heavier items it may take a little longer. On an average you can expect your deliveries within 14 Days.

Can I Place An Order And Request A Delayed Delivery On A Future Point In Time?
Yes you can request for a future delivery date that is convenient to you and we will ship the item to you so that it reaches you around the date indicated by you.

What Is The Delivery Lead Time For Customised Orders?
A lead time of 10 to 14 days is required for such orders.

CANCELLATIONS

Can I Cancel An Order?
Unless cancelled on the same day prior to production commencing, cancellations are not allowed once an order is placed.

What If I Receive A Damaged Product Or If The Product Is Different From The One Ordered?
If you have received a product that is damaged or is different from the one you ordered please notify us immediately by calling us on 1300 405 218. Upon the investigation, if the issue is found to be a manufacturing fault or damage in transit, we will initiate a repair or replacement. We require that the following terms and conditions are complied with when returning a product that needs to be replaced.
A repair or replacement will be provided in case of the product having any manufacturing defect or damage.
In the event of non availability of replacement or equivalent, we will process a full refund within seven days of receipt of the returned item.
The product should be unused, and in its original packing. Returns against the damaged/defective product will be accepted only if notified within 24 hours of delivery.
Refunds will be processed within a maximum of 7 business days of receipt of the product provided goods are received in acceptable condition. The mode of refund will be based on the mode of payment chosen at the time of placing the order.
The returned products are subject to verification and checks by Neon Stars in order to determine the legitimacy of the complaint. If the complaint is not legitimate the product cannot be returned.

RETURNS

What is your Returns Policy?
As all our products are custom made to order, change of mind returns are not possible. As our products are hand-made, they can be subject to minor variations. Some colour variations can also occur as a result of the computer screen and printer settings. The buyer acknowledges that these variations are not a manufacturing faults and accepts the potential of such occurrences.

PAYMENT OPTIONS

What Different Payment Options Are There?
There are multiple payment options, which you can use including online and offline

Online:
You can make your purchase payment with credit card, debit card or online fund transfer.

Credit Cards:
All Visa, MasterCard credit cards are accepted.
Debit Cards: All Visa, MasterCard and PayPal accepted.

Offline:
Offline payments can be made with cash deposit or money transfer through eWAY. Customers making offline payment should contact Neon Stars on 1300 405 218 and confirm his/her payment modalities.

PRIVACY AND SECURITY

Is My Account Information and Cards Details Stored Or Shared With Others?
Neon Stars does not store your credit card information or share it with others.

WARRANTY

Are your products covered by a warranty?
We offer a 12-month manufacturer’s warranty on products. Warranty does not cover general wear and tear or damage as a result of incorrect use or incorrect installation. Any liability, including all costs associated with repair or replacement of the goods as a result of incorrect use.