Orders, Delivery & Returns



You don't need an account in order to purchase from neongray.co.uk.  You can simply check out as a guest if you like.  I offer the option to create an account at checkout to make it a wee bit easier to keep track of your orders and so you can check out faster next time. If you choose to set up an account, I will NOT share your details or spam you. My own personal email inbox is permanently bursting so believe me, I get it! All the details are in my Privacy Policy on how I use your data to process orders.

Once you place an order (wahey!), you'll receive an email to confirm that I’ve received it. You'll also put a pretty big smile on my face too.

Once your order is ready, I’ll safely pack it and send you a confirmation to let you know that it’s on it’s way.

Prints will be posted flat if at all possible, but for larger sizes, I'll roll them and place them in a hard tube for safer transit.

I generally pick and pack orders on Mondays, Wednesdays and Fridays, but my aim is to dispatch your order within 3 business days after your payment's gone through. Sometimes (if I'm lucky) things get a bit busy, but rest assured, I'll be in touch if I'm experiencing large order volumes.

Online business days are Monday – Friday.

Sending your gifts direct to your friends and family?

I'm always happy to send your order directly to a loved one. Don't worry, there's no packing slip or prices included in your orders when I send them out. I wrap all orders in my signature patterned tissue paper and I'll even hand write a gift tag for you. There's a section on the checkout page to include a gift note, just fill this in and that's what I'll write on the tag. This is a service I offer complimentary when you're sending direct to a loved one. A gift tag is not supplied when you're sending items to yourself.
Neon Gray - sending a gift direct



I use Shopify as my merchant for payments. Shopify accepts the following cards:

American Express
Debit cards (also known as bank cards) are accepted if they have a Visa or MasterCard logo.

Shopify automatically encrypts your confidential information in transit from your computer to theirs using the Secure Sockets Layer protocol (SSL). Here at Neon Gray, I don’t see or handle your payment details.

Once your payment's successful, you'll receive an email confirming your order. You will not be sent a paper receipt.



I use Royal Mail for postage and delivery on all orders. I keep my postage and packaging charges to an absolute minimum.

Please, please, please make sure your address is correct when you're placing your order. Addresses come through and are printed on your parcel exactly as you've typed them. Royal Mail are generally brilliant at resolving problems, but they can't help if your address is wrong, which means I can't either and I'd hate for you to miss out on an order.


UK Delivery

Standard delivery is via Royal Mail 1st Class. Your order should arrive within 1 to 3 working days after dispatch. I offer free Standard delivery on all orders over £50.

Express delivery is via Royal Mail Tracked 24. Your order should arrive the day after dispatch.

Please understand that I can't guarantee these delivery times. These times are aimed for by Royal Mail


International Delivery

For all international orders, I use Royal Mail International Standard or International Tracked and Signed. Within Europe your order should arrive within 3 - 5 working days after dispatch. For the rest of the world the delivery aim is 5 - 7 days after dispatch.

Please understand that I cannot guarantee these delivery times. These times are aimed for by Royal Mail. There are currently delays with shipping to Europe due to Brexit. Please allow extra time for your order to arrive. I know it's more expensive, but I strongly advise opting for tracked and signed on all international orders.

The UK has now left the EU and the Brexit process has become challenging to say the least. Please understand that I am doing my best to make sure all the necessary information is on parcels to ensure a smooth customs process. All orders that are being posted outside of the UK will require a customs declaration form. Unfortunately additional customs charges may be applied once the parcel has entered your country.
  • If your order is under €150, you will be required to pay import tax at your country's rate.
  • If your order is over €150, you will be required to pay import duties set by your customs authority.
  • I cannot guarantee what the exact charges will be after the parcel has left the UK.
  • If you do not pay the required customs charges by the deadline set, your order will be returned to me.



Our posties are generally great, but if your order does not arrive or is damaged upon arrival please get in touch and send me some pictures of the damage so that I can liaise with Royal Mail to resolve this for you. 



If you are not completely satisfied with your product when it arrives, please get in touch with me within 14 days (after receipt) to let me know that you are unhappy with your order and why. If I can't resolve this for you, the product must be returned to me within a further 14 days. It must be in saleable condition with the necessary postal insurance to cover loss or damage for a full refund including delivery. You are responsible for the cost of return. Your refund will be paid to you as soon as possible after I receive the returned item. If a discount code or offer was applied to the product you're returning at the time of purchase, your refund will be for the discounted price. If you ordered multiple items and are only returning one, then the cost of delivery will not be refunded. 



It is important to note that colour, brightness and contrast vary greatly from monitor to monitor and phone. Please understand that your item may not look exactly as you see it on your own monitor or phone at home. My photographs have been digitally processed with a precise calibration for optimum colour and saturation and as such may not match what you see on your devices. Rest assured that the product you will receive has the precise colouring that I have intended.


Paper and Card Stock

I predominantly use recycled paper and card stocks. These papers come with natural variations in colour, texture and with little flecks peppered throughout them. This is a natural part of how recycled papers are made and therefore no two prints or cards will appear exactly the same.