Shipping policy
Shipping Policy
Shipping & production
At Neon Atelier, every neon sign is made individually to customer specification. For this reason, production only begins after successful payment confirmation and approval of the final design draft.
The stated production and delivery times are estimates and do not constitute guaranteed delivery dates.
We ship within Germany. Shipping costs and the estimated delivery time are shown at checkout.
Estimated production and delivery time
Most orders are produced and delivered within:
2 to 3 weeks
The actual processing time depends on various factors, including product size, design complexity and production workload.
When does the processing time begin?
Production time begins on the next business day after:
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successful payment confirmation,
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approval of the final design draft,
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receipt of all information required for production.
Delays in providing information or in approving design drafts may extend the delivery time accordingly.
Factors that may affect delivery time
Product type
Smaller or simpler designs can be produced more quickly.
Large, complex or highly customised projects may require additional production time.
Design approval
Production only begins after your express approval of the design.
Receipt of payment
Orders are only processed once payment has been made in full.
Production workload
During seasonal peak periods, public holidays or promotional campaigns, production time may be extended.
Shipping carriers
Once shipped, delivery is the responsibility of the respective shipping carrier.
Incorrect or incomplete delivery address
The customer is responsible for providing a complete and correct delivery address.
Neon Atelier is not liable for delays, additional shipping costs or lost shipments resulting from incorrect or incomplete address details.
If a package is returned to us due to an incorrect address, additional shipping costs may apply for re-dispatch.
Shipping confirmation & tracking
As soon as your order has been shipped, you will receive a shipping confirmation and – where available – a tracking number by email.
Damaged shipments
Please check your order immediately upon receipt.
If your delivery arrives damaged, please contact us within 48 hours of delivery at:
Please include clear photos of the packaging, the shipping label and the damaged product.
Lost shipments
If your shipment is lost or has not been delivered for an unusually long period, please contact us.
We will initiate an investigation together with the shipping carrier and keep you informed of the next steps.
Important notice
All delivery times are estimates.
Neon Atelier accepts no liability for delays caused by shipping carriers, weather conditions, force majeure, strikes or other circumstances beyond our reasonable control.
Contact
If you have any questions about shipping or delivery times, please feel free to contact us:
Neon Atelier – a brand operated by HANESA Global LLC
18117 Biscayne Blvd, Suite #4788, Miami, FL 33160, USA
Operations: Bardenberger Str. 5, 52146 Würselen, Germany
Email: info@neonatelier.com
Website: https://neonatelier.com