Shipping & Returns

• What shipping carriers do you use?

• How Long will my order take?

• Where is Luminous Lane based and do you ship internationally?

• Do I need to pay extra for international shipping?

• Do you cover any customs or import duties?

• Can I track my order? 

• What is your returns policy?  

• You received a faulty or incorrect item?

 

Cancellations

 

Warranty

Shipping & Returns

Shipping Carriers

At Luminous Lane, we make use of a range of courier services to get your delivery to you as soon as possible depending on your location. These include, but are not limited to:

• DHL
• UPS 
• FEDEX

The specific courier assigned to your order will be determined based on your location and the specific requirements of your order. Shipping times are dependent on several factors, such as order specifications, delivery locations, and timeframes. If you have an urgent request, please do not hesitate to contact our support team at neon@luminouslane.com.au, and we will do our best to provide you with an estimated delivery timeframe.

 

How long will my order take?

Luminous Lane provides two delivery options at checkout: 

Standard 2-4 weeks (Australia, USA, Canada, UK, Europe)

Express* Under 3 weeks (Australia, USA, Canada, UK, Europe)

 *For Express Delivery, please do not hesitate to contact us directly at neon@luminouslane.com.au if you would like your order to be shipped sooner, and we'll do our best to make it happen for you!

 

Where is Luminous Lane based and do you ship internationally?

Luminous Lane is based in Sydney, Australia, and we ship our signs all across Australia and the world, with free delivery!

 

Do I need to pay extra for international shipping?

No, we provide free shipping for all online orders, including international ones. Regardless of where you're located, we'll take care of the shipping expenses so you can enjoy our products without worrying about additional fees.

 

Do you cover any customs or import duties?

Please note that any customs or import duties that may be applied in your country are the responsibility of the customer. We do not cover these fees and suggest checking with your local customs office for more information regarding any potential charges.

 

Can I track my order?

Absolutely! We'll provide you with the tracking details for your order once its ready for delivery.

 

What is your returns policy?

As all our signs are custom made, our return policy only covers faulty or damaged signs that may have occurred during transit. In the event that you receive a damaged sign, please contact us at neon@luminouslane.com.au within 24 hours of receiving it and we will arrange for either a replacement or a refund.

In the unlikely event you received a wrong order, please contact us at neon@luminouslane.com.au within 24hrs of receipt.

For all returns, we will require the following details:

• A copy of the consignment label on the box 
• Images of the box and Neon Sign to assess signs of damage
• Images and a description of the fault

For signs damaged during transit, we may also require you to report the damage to the designated carrier and receive a complaint number so we can make the claim with them before producing a replacement sign for you.

 

Cancellations

How do I cancel my order?

Unless requesting a custom order via our Custom Order Form, all orders are put directly into production as soon as your purchased has been made. Unfortunately, this means that your order cannot be cancelled after it has been placed.

 

Warranty

What is your warranty policy?

All of our indoor signs come with a 24-month warranty. In case your sign develops a fault within this period, kindly reach out to us, and we will make arrangements for either a repair or replacement. All our Outdoor signs come with a 12-Month Warranty.

 

What does the warranty cover?

Our warranty covers any defects in the materials or workmanship of your sign that may occur during normal usage, including issues with the LED lights and power supply. However, please note that the warranty does not cover damage resulting from misuse, neglect, or unforeseeable circumstances.

 

How do I make a warranty claim?

In case you need to initiate a warranty claim, kindly get in touch with us and share the specifics of the problem you are facing. We might require images or videos to assist us in identifying the issue. Once we ascertain that the sign has a defect covered by the warranty, we will arrange for a replacement or repair.

 

How long does it take to process a warranty claim?

Our goal is to handle all warranty claims promptly, usually within 5-10 business days. Nevertheless, please note that in certain circumstances, such as the complexity of the problem and the accessibility of replacement parts, repairs or replacements may take longer. We will keep you updated during the entire process.

 

Terms & Conditions

Please read our terms and conditions here