Orders & Delivery
COVID 19 Update
The website is open for orders. Please bear with me while I process and post orders under strict guidelines. Royal Mail are working hard to deliver post but deliveries may take longer than normal with some customers reporting delays of up to 10 days so please allow extra time for your orders to arrive. You can read more from Royal Mail here.
Thank you for your continued support!
Once an order is placed, you will receive an email to confirm that we’ve received it. As soon as we receive confirmation that your payment has been made, we’ll start to process your order.
Once your order is ready, we’ll safely pack it and send you a confirmation to let you know that it’s on it’s way.
We aim to dispatch your order within 3 business days (please see below for business days) of receipt of payment however, we will advise you of any considerable delay if we are experiencing large order volumes.
Our online business days are Monday – Friday. Please note that these days differ to our studio opening hours.
We use Shopify as our merchant for payments. Shopify accepts the following cards:
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, we don’t see or handle your payment details.
Once your payment is successful, you will receive an email confirming your order. You will not be sent a paper receipt.
We use the UK Post Office for postage and delivery on all orders.
For orders placed within the UK, we use Royal Mail 1st Class. Your order should arrive within 1 to 3 working days after dispatch. Please see the Covid 19 Update above for any current delays.
For all worldwide orders, we 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 we cannot guarantee these delivery times. These times are aimed for by the UK Post Office. There are currently delays with shipping to the USA and Canada due to Covid 19. Please allow extra time for your order to arrive. We strongly advise opting for tracked and signed on all international orders.
The UK has now left the EU. All orders that are being posted outside of the UK will require a customs declaration form. Please note that additional customs charges may be applied once the parcel has entered your country. These charges must be met by you.
We keep our postage and packaging charges to an absolute minimum. If you buy a single greetings card, we’ll even post it free within the UK!
Example UK postage and packaging charges:
Single greeting card - Free
Single coaster - £1.40
4 coasters - £1.95
The cost of shipping small parcels over the weight of 1kg to the United States has greatly increased during the Covid 19 pandemic. USPS have increased their prices which has had a knock on effect to the British postal service.
4. DAMAGED OR MISSING ORDERS
If your order does not arrive or is damaged upon arrival please contact us so that we can liaise with The Post Office to resolve this for you. Please note that prints may be posted separately from the rest of your order to protect them.
5. RETURNS POLICY
If you are not completely satisfied with your product(s) when it arrives, you may return it to us within 14 working days (after receipt) for a full refund including delivery. Please contact us before hand to let us know that you are unhappy with your order and why. If we cannot resolve this for you, the product(s) must be returned to us in saleable condition with the necessary postal insurance to cover loss or damage. You will be responsible for the cost of return. Your refund will be paid to you as soon as possible after we receive the returned item(s).
It is important to note that colour, brightness and contrast vary greatly from monitor to monitor. Please understand that your item(s) may not look exactly as you see it on your own monitor at home. Our photographs have been digitally processed with a precise calibration for optimum colour and saturation and as such may not match what you see on yours. Rest assured that the product you will receive has the precise colouring that we have intended.