Shipping & Returns
HOW LONG WILL MY ORDER TAKE?
Sketch & Etch handcraft every item to order.
Standard orders take 2-4 weeks to ship from the date you approve your proof or from your order (If you did not select the proof requirement option at checkout).
We’re so committed to getting your sign to you in time for your big event, that we also offer a 100% money back guarantee in the (super rare!) event that your neon sign does not arrive on time! Plus, you’ll get to keep your neon. How good is that?
Just remember to enter your event date (minimum 4 weeks away from your order date) at check-out, email us at email@example.com or let us know when you get sent your proof to apply this guarantee to your order.
I NEED MY NEON SIGN SOONER!
Need it sooner than 2-4 weeks? Please see available options at checkout or email us on firstname.lastname@example.org for a more pressing rush requests and our team will do our best to accommodate this where possible.
HOW CAN I CANCEL AN ORDER THAT I’VE PLACED?
To get your order to you as soon as possible, your order is sent straight to our production team. Unfortunately, this means that once an order has been placed it cannot be cancelled.
CAN I MAKE ANY CHANGES TO MY ORDER?
We aim to process and create your order as fast as possible which means we're typically unable to make any changes once you've placed an order. If you have designed your own custom neon sign on our site and need to update a mis-spelt word, please get in touch with our team within 24 hours and they may be able to help. Email them at email@example.com including your order number and amendment/s.
We understand that sometimes you may want to add more Sketch & Etch goodies to your order, however once an order is submitted, we’re unable to add more items to that order – even if it’s still processing. If you’d like to purchase more items, we recommend placing a separate order.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accept Credit Card, Paypal, Afterpay (USA and AUS only) ClearPay (UK) and Gift Vouchers.
I’M HAVING TROUBLES PLACING AN ORDER ONLINE, CAN YOU HELP?
On the rare occasion you may experience difficulties out of our control, we recommend the following tips:
- Clear your cache and any cookies from your browser.
- Try a different web browser - using Google Chrome or Mozilla Firefox are the easiest to browse and shop on most websites, including ours.
- If you have an account, log in/log out of your account again.
- Try using a different device (sometimes using a desktop may help).
If you continue to experience any issues, please don’t hesitate to contact us at firstname.lastname@example.org and we will find an alternative solution to help you place your order online.
SHIPPING & DELIVERY
DO YOU SHIP INTERNATIONALLY?
Yes, we ship world-wide! Check-out our Shipping Rates below for your region. Please check out our international websites at www.sketchandetch.co or www.sketchandetch.co.uk for more details and to place an international order. New Zealand orders can be placed through our www.sketchandetch.com.au site.
We work with our courier partners to offer you the best shipping rates world-wide! Check out our shipping rates below.
FREE standard shipping
FREE standard shipping
Rest of the world
FREE standard shipping
HOW CAN I TRACK MY ORDER?
Once your order has been dispatched, you will receive a tracking number to follow from our door to yours. Please contact email@example.com if you have any trouble with this tracking.
I HAVEN’T RECEIVED MY ORDER, WHAT DO I DO?
Your Sketch & Etch order should arrive between 2-4 weeks (standard orders). If you are still waiting for your order or believe some of your order may be missing, please contact firstname.lastname@example.org with your query.
WHY HAVE I ONLY RECEIVED PART OF MY ORDER?
If you purchased multiple items in your order, it may be delivered in separate deliveries over a couple of days depending on your courier. Please contact email@example.com if you believe some of your order may be missing.
HOW MUCH WILL I BE CHARGED FOR CUSTOMS TAX?
No Duties or taxes will be required in Australia.
Other locations: Depending on the destination country, you may need to pay overseas customs duties, foreign taxes or other fees that may be imposed. Unless otherwise stated, it is the customer’s responsibility to pay any overseas customs duties, foreign taxes or other fees that may be imposed. For more information on taxes, duties and customs regulations please contact your local customs office directly. Orders returned to our warehouse due to unpaid customs duties/foreign taxes will be re-sent to the customer at their expense. Refunds and cancellations will not be made due to a customer’s non-payment of any relevant customs duties, foreign taxes, or other fees.
If you decide not to pay for the customs fee, the parcel will eventually be returned to our factory. Please note, this will void your ‘100% money back’ on-time guarantee.
RETURNS & REFUNDS
WHAT IS YOUR RETURNS POLICY?
Every Sketch & Etch Neon sign is made from scratch, especially for you. Due to the highly custom nature of our product, we do not offer change of mind returns or exchanges.
I PURCHASED A NEON FROM YOU A WEEK AGO AND NOW YOU HAVE A SALE, CAN I GET A DISCOUNT?
We get it, it's frustrating when this happens. If you happen to make a purchase with us 48 hours before a Sale begins and the Sale price is cheaper, we will offer you the difference as a Gift Card with a 12 months expiry. Beyond this, all promotional discounts or sales are for future orders and cannot be used retroactively.
SOMETHING’S WRONG WITH MY NEON!
At Sketch & Etch, we strive to produce pieces of the highest quality. Our items are quality checked before they are carefully packaged and sent to you. In the unlikely event that your item arrives damaged, or is not working as intended, please refrain from using the product. We kindly ask you to send images, a video and brief description of the fault to firstname.lastname@example.org within 24 hours of receiving the product. Please include your order number in the subject line.
If you believe you have received the incorrect order, please contact our team at email@example.com with an image of the received item, and a brief description of the discrepancy within 24 hours of receiving the item. Please include your order number in the subject line.
DOES MY NEON COME WITH A WARRANTY?
Sketch & Etch’s items are of the highest quality. We offer an amazing 24-month manufacturer’s warranty – DOUBLE the industry standard! Please note, our manufacturer’s warranty covers all electrical components, when used appropriately indoors.
Depending on the fault, Sketch & Etch will either fix, replace or refund the product. Sketch & Etch reserve the right to select the most appropriate actions to fulfil the warranty.
Please contact firstname.lastname@example.org for all warranty queries.