Shipping/Returns

All orders are made to order by hand in our international production facility with the upmost of care and attention to detail.

Average ETA of your order is 7-14 days.

More detailed: production time is 2-7 days (rush orders are possible) + shipping 5-7 days.

Shipping times refer to time in transit after the piece completes production and leaves our factory - Once your piece ships, you will receive a tracking number.

Returns

We can only accept returns/refunds on faulty items, and can not accept returns due to change of mind unfortunately, as all pieces are one off made to order. All sales are final once placed on site.

In the very unlikely case of your piece arriving broken or faulty, you have 7 days from the day of tracked delivery to let us know via email at custom@neonpilgrim.com and we will deliver a replacement free of charge.

We offer a 12 month guarantee on all pieces, so if your piece breaks or stops working in any way during this period just let us know and we will replace it free of charge! :) 

Import Fees/Duties

Orders to some countries may be subject to import fees/duties and taxes when delivery takes place. This depends on which country you are ordering from and also how big/heavy the piece is.

This is standard procedure for any item bought online and is entirely out of our hands - many orders won't be subject to import fees, but for those that are, please be aware that these fees are the responsibility of the customer and are not covered by NeonPilgrim. 

If you need any more help whatsoever, please don't hesitate to contact our team via email at custom@neonpilgrim.com

Thanks!