Ordering, Shipping and Returns

Updated 1 month ago by Sketch & Etch

ORDERING

How long will my order take?

Sketch & Etch lovingly handcraft every neon sign to order.

There are two delivery options at Checkout, Standard & Express.

Standard orders are normally delivered in:

-        2-4 weeks from proof approval date (USA, Canada, UK, Europe)

-        3-5 weeks from proof approval date (Australia + New Zealand + Other)

Express orders are normally delivered in:

-        10-15 days from proof approval date (USA, Canada, UK, Europe)

-        10-20 days from proof approval date (Australia + New Zealand + Other)

We understand a lot of our signs are used at important events. If you do have an event date and have selected the relevant shipping option, email us your event date after purchase on hello@sketchandetch.co so we can be sure to make the production team aware of this date. Refer below for eligibility on our “100% Money Back Guarantee on Delivery”.

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!) case that your Neon sign does not arrive in time for your event. Plus, you’ll get to keep your Neon. How good is that?!

To be eligible for the 100% Money Back Guarantee on Delivery, you must:

-        Inform us of your event date after ordering & paying for your Neon and before approving your proof (if you don’t tell us, we don’t know!) If we can accommodate, we will confirm at this point. If not, you will be able to cancel your order for a full refund or proceed with the chance that the Neon might not arrive by your event and we will not be able to refund it if it doesn’t.

-        The date you require the sign must be more than 5 days after the average delivery time frame. E.g. If you choose 10-15 days, the date you require the sign must be at least 5 days after 15 days. In this example, 20 days. Remember, these days are from the date you approve your proof, not your order date.

I need my Neon sign sooner!

Every Sketch and Etch Neon is lovingly handcrafted by our specialist Neon team. 

To ensure each product is hand-crafted to the highest quality, our team need a minimum of 10-15 days to produce, check and send a Neon sign to you. 

Need it sooner than this? Contact us at hello@sketchandetch.co with your event date to see if we can help! Please note, rush fees will apply and will vary per item.

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. 

How can I add an item to my order?

We understand that sometimes you may want to add more Sketch and Etch Neon 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.

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 misspelled word, please get in touch with our team within 24 hours and they may be able to help. Email them at hello@sketchandetch.co including your order number and amendment/s. 

What payment methods do you accept?

We currently accept Credit Card, Paypal, Afterpay (USA and AUS only) and Gift Vouchers.

I'm having troubles placing an order online, can you help?

From time to time, you may experience difficulties out of our control, and we understand this can be a little frustrating when you need to get your Sketch and Etch Neon fix! 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 hello@sketchandetch.co and we will find an alternative solution to help you place your order online.

 

SHIPPING & DELIVERY

Do you ship internationally?

Yes, we ship worldwide! Check-out our Shipping Rates below for your region.

Shipping Rates

We provide FREE worldwide shipping on all our Neon orders.

Destination

Rate

USA

FREE standard shipping

Australia

FREE standard shipping

Rest of the world

FREE standard shipping

How can I track my order?

Please contact hello@sketchandetch.co with your query.

I haven't received my order yet, what do I do?

Your Sketch and Etch Neon order should arrive between 2-4 weeks (standard orders) or 10-15 days (express/rush orders). If you are still waiting for your order or believe some of your order may be missing, please contact hello@sketchandetch.co 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 hello@sketchandetch.co if you believe some of your order may be missing. 

How much will I be charged for customs tax?

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

What is your returns policy?

Every Sketch and 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. 

Something's wrong with my Neon!

Sorry to hear that! Sketch and Etch Neon strives 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 us:

- Image/s and brief description of the fault

- Image/s of the outside of the box that the Neon was delivered in

- The consignment note on the box

This information will need to be sent to hello@sketchandetch.co 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 hello@sketchandetch.co 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.


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