FAQ - Frequently Asked Questions
SHOPPING ONLINE
How do I place an order?
Discover our designer variety in our online store or use our free online configurator to create a personalized neon lamp. You want your own design or logo as a neon lamp? No problem! Just send us a request via our request form. In addition, our customer service is always available by phone, email or chat.
Can I cancel or change my order?
If you want to cancel or change your order, write an email to our customer service as soon as possible.
What can I do if a product is not available online?
For inquiries about products that are not available online, please contact our Customer Service.
GENERAL
What makes NEONMONKI different from competitors?
All our neon lights and neon signs go through intensive quality and safety control. In addition, all orders are shipped directly from Neuss (Germany), so there are no additional/hidden costs such as customs fees. NEONMONKI's top priority, besides the highest quality, is customer satisfaction and for this reason our 24/7 customer service is always available to you by phone, email, social media and chat.
What products does NEONMONKI offer?
Besides a wide range of neon lights for indoor and outdoor use, NEONMONKI offers customized solutions for neon signs, illuminated signs, illuminated boxes, illuminated letters, etc. For more information, please contact our customer service.
What customer support options does NEONMONKI offer?
Our customer service is available 24/7 via phone, email, social media and chat. Exclusively, we also offer free online consultation appointments via video telephony or Zoom, where we present you all neon lights and neon sign options in our showroom in Neuss.
SHIPPING
When can I expect the delivery of my order?
All NEONMONKI products are hand-made to order under the highest quality standards. Unless another deadline is specified in the respective offer, delivery takes place within 3 - 7 weeks in Germany (Germany) and within 5 - 8 weeks after the conclusion of the contract in the case of deliveries abroad (in case of arranged advance payment after the date of your payment instruction).
What shipping options are there and what are the shipping fees?
You can find more about shipping here.
Is express delivery possible?
On request, we offer express delivery. For more information, please contact our Customer Service.
Where does NEONMONKI deliver?
Information about shipping can be found here: Payment & Shipping
Can I have an order delivered to multiple addresses?
Information about shipping can be found here: Payment & Shipping
Will a signature be required when my order is delivered?
Information about shipping can be found here: Payment & Shipping
How can I track my order?
NEONMONKI will send you several emails during the ordering process to keep you up to date on the status of your purchase. Please note that for security reasons, we do not issue tracking numbers, only tracking links that are in the shipping confirmation email. You will receive a shipping confirmation email with a tracking link so that you can track your shipment. We will then send you a delivery confirmation by email as soon as we have been informed by our logistics partners that your purchase has been delivered.
How will my NEONMONKI article be packed?
We process each of our orders with great care in order to achieve the best possible packaging and the greatest possible protection against damage. Your NEONMONKI product will, if necessary, be packed in waterproof film and a protective box.
Where will my order be shipped from?
All orders are shipped from Neuss in Germany. For more information please contact our customer service.
Will I incur customs charges or other additional costs?
There are no customs charges or other additional costs within Europe. For more information, please contact our customer service.
What if my order arrives defective?
In case your order arrives defective, we will immediately arrange for a replacement. For more information, please contact our customer service.
What if my order does not arrive in full?
In case your order does not arrive in full, we will find a solution as soon as possible. For more information, please contact our customer service.
Which shipping company do you work with?
Depending on the size, weight and destination country we usually ship with DPD, UPS, GLS and national shipping companies. For more information please contact our customer service.
PAYMENT
My order was not accepted. Why?
Make sure that the address entered in the "Invoicing" field is the address on file with your bank or the address to which your bank statements will be sent. If the system still does not accept your order, please contact your bank and then our Customer Service. We are happy to help you.
Is a purchase on account possible?
For business customers we offer a purchase on account. For more information, please contact our customer service.
What payment methods do you offer?
You can find information about payment methods here: Payment & Shipping
INSTALLATION
How can I connect the neon LED sign?
All NEONMONKI neon LED signs (12V) are supplied with a suitable power supply unit that is connected to a socket using a standard shockproof plug. In case of larger power supply units, an approved electrical company must be commissioned to carry out the installation in order to ensure proper installation. If you have any further questions, please contact our Customer Service.
How can I mount the neon LED sign?
All NEONMONKI Neon LED Signs are supplied with pre-drilled holes (which we position to ensure stability). In addition, you get enough spacers for wall mounting for easy assembly / installation. If you would like to hang the neon LED sign from the ceiling, please indicate this with your order so that we can take this into account during production. If you have any further questions, please contact our Customer Service.
PRODUCT INFORMATION
Can I personalize NEONMONKI products?
If you want to order a personalized NEONMONKI Neon LED Sign, you can easily use our free configurator. Would you like your own logo or design as a Neon LED Sign? Would you like a different font or size? No problem. Please fill out this Inquiry Form for us. We will get back to you with a free simulation and an offer as soon as possible.
Where is the power cable attached to the neon LED sign?
By default, the power cable starts at the bottom right of the neon LED sign. We offer to fix the power cable of your neon LED sign in a different position free of charge. Please contact our Customer Service.
How long is the power cable of the neon LED sign?
Starting from the neon LED sign, a ~ 3 meter long, transparent cable leads to the white battery. From there, a ~ 1.5 meter long white cable goes to the socket (the length of the cable can vary with the desired RGB or full-color variant). We offer to shorten the power cable of your neon LED sign free of charge, if necessary. Please contact our Customer Service.
Do you also offer multicolored neon LED signs?
Yes, we also offer multicolored neon LED signs. Please contact our Customer Service or directly send us an Inquiry via the Inquiry Form.
Do you also offer neon LED signs with the RGB or full color variant?
Yes, our neon LED signs can also be ordered as RGB or full-color versions. Please contact our Customer Service or directly send us an Inquiry via the Inquiry Form.
How many colors and effects does the RGB version have?
With the RGB variant, a neon LED sign can light up in 7 colors and 4 effects. If you have any further questions, please contact our Customer Service.
How many colors and effects does the full-color version have?
With the full-color version, a neon LED sign can light up in 7 basic colors and 132 effects. If you have any further questions, please contact our Customer Service
How wide is the neon LED tube of the single-color version?
The neon LED tube of the monochrome version has a width of 7mm. If you have any further questions, please contact our Customer Service.
How wide is the neon LED tube of the RGB variant?
The neon LED tube of the RGB version has a width of 8mm. If you have any further questions, please contact our Customer Service.
How many copies of a product can I buy on neonmonki.com?
There are no limits to how much you can buy from NEONMONKI. Still, NEONMONKI offers unique products for which there is a natural limit.
How wide is the neon LED tube of the full-color version?
The neon LED tube of the full-color-version has a width of 13mm. If you have any further questions, please contact our Customer Service.
Can a neon LED sign also be used outdoors?
Yes, we also offer neon LED signs for temporary outdoor use. If you are looking for outdoor lighting that is 100% exposed to the weather (sun, rain, snow, etc.), please contact our Customer Service or send us an Inquiry via the Inquiry Form.
Can I choose the shape of the back of the neon LED sign?
Yes, in our neon LED sign configurator, you can choose whether the back of the neon LED sign should be "adapted" or "rectangular". You can find more information on this here. If you have any further questions, please contact our Customer Service.
Can I choose the color of the back of the neon LED lamp? If you wish, you can choose whether the back of the neon LED lamp should be transparent, white, black, silver mirrored or gold mirrored. You can find more information here. If you have any further questions, please contact our customer service
In which sizes are the neon LED signs available?
All NEONMONKI neon LED signs in our online shop are available in the sizes 50cm, 75cm, 100cm, 150cm, 200cm and 250cm. It can happen that certain sizes cannot be realized for production reasons. Furthermore, for production reasons, it can happen that certain sizes have to be divided into several signs. If you have any further questions, please contact our Customer Service.
In which colors are the neon LED signs available?
All NEONMONKI neon LED signs are available in the colors cold white, warm white, yellow, orange, red, rose, pink, purple, turquoise, green, light blue and blue. We also offer the RGB variant and full-color variant. If you have any further questions, please contact our Customer Service.
Are the electronic components certified?
All components used by NEONMONKI are CE, RoHS and FCC certified and undergo intensive quality and safety checks before delivery. If you have any further questions, please contact our customer service.
RETURN
What are the return policies? How many days do I have to return a product?
Information about this can be found here: Right of withdrawal
How can I return an item?
Information about this can be found here: Right of withdrawal
How long does it take to get a refund?
Information about this can be found here: Right of withdrawal
Are postage and return shipping charges refundable?
Information about this can be found here: Right of withdrawal
MAINTENANCE & REPAIRS
How can I have a neon LED sign repaired?
Please contact our Customer Service.
How can I clean my neon LED sign?
To clean your neon LED sign, we recommend that you only clean the surfaces with a dry microfiber cloth. If the surface is heavily soiled, please contact our Customer Service.
