Shipping & returns

The Crafting Journey (Processing Time)

Because every NeonNature piece is bespoke and individually crafted to capture your personal memories, our artisans require a dedicated creation window. All orders enter our crafting queue and undergo a 3 to 5 business day production process, which includes premium material selection, high-precision laser etching, hand-sanding, and finishing with organic protective oils.

Shipping & Delivery Timelines

We are proud to offer secure, insured global shipping. Once your piece leaves our Guangzhou lab, estimated transit times are as follows:

• United States & Canada: 10–15 business days
• United Kingdom & Europe: 10–14 business days
• Australia & New Zealand: 8–12 business days
• Rest of the World: 12–18 business days

*Note: You will receive an automated shipping confirmation email containing your tracking number (e.g., USPS, DHL, or Royal Mail) the moment your package is dispatched.*

Return & Refund Policy

Custom & Personalized Items:
Due to the highly personalized nature of our custom wooden lockets and acrylic music plaques, we cannot accept returns or offer refunds for change of mind or customer errors (such as uploading the wrong photo or misspelling names).

Damaged or Defective Items:
Your satisfaction is our absolute priority. If your order arrives damaged in transit or features a crafting defect, please contact us at support@neonnature.store within 7 days of delivery with photos of the damaged item and packaging. We will rush a brand-new replacement to you immediately at no additional cost.