FAQ
Q: How long does it take to process and deliver my order?
A: Orders are processed within 2–4 business days (Monday–Friday). Transit Time takes an 5–7 business days, depending on your location in Australia. Total delivery time based on customer locations, all destinations: 7-11 business days
Q: What is your order cut-off time?
A: Orders placed before 12 PM (GMT+10:00) AEST will begin processing the same business day.
Q: Do you ship internationally?
A: Currently, we only ship within Australia.
Q: How much does shipping cost?
A: We offer free shipping Australia-wide.
Q: Which carriers do you use?
A: We partner with FedEx and DHL to ensure safe and timely delivery.
Q: Will I get a tracking number?
A: Yes, once your order ships, you’ll receive a tracking link via email.
Q: What if my order is delayed or lost?
A: While we aim to meet delivery estimates, delays may occur due to courier disruptions. If your order is lost, we’ll work with the courier and either reship your order or issue a refund.
Q: What payment methods do you accept?
A: We accept Shop Pay, Google Pay, Apple Pay, Visa, and MasterCard.
Q: What currency are orders processed in?
A: All transactions are processed in Australian Dollars (AUD $).
Q: Are taxes included in the price?
A: Taxes, if any, are calculated at checkout.
Q: Is my payment secure?
A: Yes, all transactions are encrypted and securely processed to protect your information.
Q: When is my payment charged?
A: Payments are typically charged immediately upon order placement. In some cases, it may take up to 1–2 business days.
Q: Can I cancel my order?
A: Yes, within 12 hours of purchase. After this window, cancellations are not possible if your order has already shipped.
Q: What is your return policy?
A: Returns are accepted within 14 days of delivery only for items that are faulty, damaged, or not as described. Since all signs are made to order, we cannot accept returns for change of mind or incorrect selections.
Q: Do I need to pay for return shipping?
A: No, return shipping is free for approved cases.
Q: How do I start a return?
A: Please email support@groovyneonsigns.com.au with your order number, reason for return, and photos (if applicable). Our team will provide a Return Authorization with instructions.
Q: How long do refunds take?
A: Once we receive and inspect the item, refunds are processed within 5 business days to your original payment method.
Q: Do you offer exchanges?
A: Yes, we provide exchanges for faulty or defective items within 14 days of delivery.
Q: What if my order arrives damaged or incorrect?
A: Contact us within 48 hours for damaged items or wrong products. We will arrange a return at no cost and send a replacement or issue a full refund.
Contact Us
Store Name: Groovy Neon Signs
Trade Name: Urban Leather Jackets Pty Ltd t/a Groovy Neon Signs
ABN: 97673814545
Business Address: Level 8, Unit 805/220 Collins St, Melbourne VIC 3000, Australia
Email: support@groovyneonsigns.com.au
Phone: +61 480 029 098
Business Hours: Monday to Friday. 9 AM to 5 PM (GMT+10:00) AEST
Order Cut-off Time: 12 PM (GMT+10:00) AEST