Frequently asked questions

1. Choose the design and its options (colour, size, backboard material, mounting) and add it to the cart.
2. At checkout, fill in your details, the delivery address and whether you want a receipt or an invoice.
3. Before you submit, you see the total with VAT and shipping.
4. Submit the order and you immediately receive a confirmation e-mail with all its details and the payment instructions.

For anything you don’t find ready-made, ask for a quote or design your text in Custom Neon.

At checkout you see the payment methods available for your order. You pay by card, Apple Pay, Google Pay, Klarna or IRIS on Viva’s secure payment page, or by bank transfer. With a card in Greece there are up to 3 interest-free instalments on credit cards issued by Greek banks, and Klarna splits the amount into 3 interest-free payments, on its own terms. You can also use a Neonfox gift card for all or part of the amount. We do not accept cash on delivery.

You give your card details only to Viva and they never reach us. With a bank transfer, the IBAN, the beneficiary and the payment reference are shown after you submit the order and in the confirmation e-mail. Write your order number as the reference. Details on the Payments page.

Production starts as soon as your payment is confirmed. Until then your order is «Awaiting payment». With a card, Apple Pay, Google Pay, Klarna or IRIS the confirmation usually comes straight away. A transfer from another bank can take 1–2 working days; if you e-mail us the payment receipt, we can confirm it sooner.

If a card payment is not completed, we send you an e-mail with a link to continue, and if it is not completed within 24 hours the order is cancelled automatically. If a bank transfer is late, we send you a reminder; if it does not arrive within 7 days of the order, the order is cancelled automatically, at no cost to you. Until you pay, you can also ask us to cancel it.

Enter the code in the «Coupon or gift card» field, in the cart or at checkout; we recognise the kind of code ourselves.

• Coupon: if the product is already on sale, the two do not add up; you get whichever gives you more.
• Gift card: it is a way to pay, not a discount, so it can be combined with a coupon. If the order costs less than its balance, you keep what is left for later purchases, until it expires.

12V LED neonflex in a 100% silicone casing, not glass. We make every sign by hand in Greece:

1. We CNC-route the design into the backboard (Plexiglass or PVC).
2. We fit the neonflex into the routed channels.
3. We solder the joints on the back with transparent copper wire, so they are not visible, and insulate every joint.
4. We leave it lit for 24 hours as a test, clean it and pack it.

No, it does not get hot: it runs on 12V, with very low power consumption and no noise. LED neonflex lasts more than 50,000 hours.

• Clear Plexiglass 8mm: the backboard is almost invisible, you see only the neon.
• Black Plexiglass: a glossy black backboard, for a more premium look.
• PVC 10mm, black or white: a solid, light backboard without reflections. Black PVC almost disappears on a black or dark wall, so we recommend it for dark backgrounds.

The materials offered for each design are shown on its page. Every sign has a backboard made from our own materials: neonflex is not mounted on customers’ own objects. You can see examples per material in our portfolio.

The sign arrives ready to use: with a 12V power supply, a dimmer with a wireless remote for brightness and ON/OFF (on indoor signs), and the parts for the mounting you chose (e.g. standoffs for the wall). Plug it in and it lights up.

Yes. We have 14 neonflex colours and can combine several in the same sign. For ready-made designs you choose the colour on the product page; for colour combinations, ask for a quote. You can see how the colours look in real life in our portfolio, with a filter per colour.

Yes, as a waterproof neonflex sign with a waterproof power supply. Outdoor signs have no dimmer and no remote. Ask for one through the quote form and, if you can, send us a high-resolution photo of the wall, so we can advise you on where to place it.

• Neonflex is cut in 2.5 cm steps, so very small elements (dots, fine details) cannot be made at any proportion.
• Very small letters cannot be made in neonflex; we make them in white cut vinyl on the backboard.
• Signs larger than 2 metres may be made in sections that join together, for safe transport and easier installation.

If you are not sure about your design, send it to us and we will tell you what can be done.

• Greece: free shipping with ACS Courier for every product.
• Cyprus (ACS) and other EU countries (DHL Express): charged per kilogram of volumetric weight, based on the final dimensions of the sign.

The cost is shown in the cart and at checkout, before you submit your order. We ship only to countries of the European Union, so there are no customs duties. More on the Delivery page.

Production takes 1 to 3 weeks from payment confirmation. After dispatch:

• Greece: usually 1 to 3 business days (a little longer for remote or hard-to-reach areas).
• Cyprus and other EU countries: usually 5 to 12 business days.

As soon as your order leaves, we e-mail you the courier and the tracking number. Signs travel between hard MDF wooden boards, in a registered and insured shipment.

Very large signs (over 2 metres or 1.5 m²) may be made in sections that join together, for safe transport and easier installation. If you would like it made in one piece, it ships with a freight company, at an extra shipping charge.

We are responsible for the parcel until you receive it. If you can, check it in front of the courier. If the package or the sign is damaged, take a photo and let us know as soon as possible: we repair or replace it at no cost. See also the Returns page.

Depending on the design, you choose one of the mounting options on the product page:

• Wall-mounted, with metal standoffs: the sign stands slightly in front of the wall.
• Wall-mounted, with 2 small holes for nails.
• Suspended, with a cable kit and height adjusters.
• Freestanding, with detachable clear bases.

The parts for the option you chose come with the sign.

No, we do not install signs. Installation is easy, though, and you can do it yourself: the parts for the mounting option you chose come with the sign, and a few basic tools are enough, such as a drill for the standoffs or a couple of nails.

The sign runs on 12V, never directly on 220V. Your electrician brings a 12V cable to the sign, ending somewhere accessible (the electrical panel, a false ceiling or a cupboard), where the power supply and the dimmer go. This way only a thin cable shows, and if the power supply or the dimmer ever needs replacing, you don’t have to take the sign down. A 220V power supply cannot be hidden behind the sign, especially on clear Plexiglass.

Only very small signs (about 20–30 cm, usually tabletop, drawing up to 1.5A). For these we supply a USB 5V → 12V converter, so you can use your own power bank. We do not supply power banks or batteries.

Our online designer for text signs, at Custom Neon. Write your phrase, choose the font, colour, size, backboard material (clear Plexiglass or black PVC), cut shape (contour or rectangular) and mounting, and you see the sign and its price right away. Then add it to the cart, like any product.

The «Share» button gives you a link to your design, to send to anyone or to open again later.

The price comes from the design itself: the dimensions of the sign, the metres of neonflex the text needs, the backboard material and your options. That is why it changes as soon as you change the text, the font or the size. The price you see includes VAT.

The dimensions include the backboard and are approximate: the final product may differ slightly. Signs larger than 2 metres may be made in sections that join together.

Some fonts have no Greek characters, so they are disabled while you type Greek. If a character does not exist in the font you chose, the designer tells you: choose another font or ask for a quote.

Send us your idea through the quote form. You can upload a logo, a sketch or photos of the space (JPG, PNG, PDF). We reply with a design and a quote, free and without any obligation.

A 2-year warranty of good operation from the day you received the sign. It covers manufacturing faults and defects of the sign and its parts, at no cost to you: we pay for the repair or replacement and the shipping both ways.

It does not cover damage from natural disasters, misuse, drops, breakage or scratches, or repairs by people we have not authorised. All the details are on the Warranty page.

Most likely the power supply or the dimmer (the remote’s receiver) is the cause, not the sign itself. Try this:

1. If you have a plug-in power supply (a black adapter), remove the dimmer completely and connect the sign straight to the power supply.
2. If it stays off or dim, the power supply is the cause. If it lights up at full brightness, the dimmer is.
3. Tell us the result and which power supply you have (a plug-in adapter or a metal/slim unit), so we send you the right spare part. Within the 2-year warranty the spare part is free.

You can reach us at +30 25510 80464 or through the contact form.

With a soft cloth and glass cleaner, all over the sign. Avoid pressing hard on the neonflex: wipe it gently.

Our signs are made only after you order them, with the size, colour, material and mounting you choose. For such personalised products the law gives no right of withdrawal, so they cannot be returned just because you changed your mind. The warranty and your rights for a defective product apply as usual. For products not made to your choices, the 14 days apply. Everything is on the Returns page.

Yes. At checkout, choose an invoice instead of a receipt. For a business in Greece, as soon as you enter the VAT number (ΑΦΜ) we fill in its details from the AADE registry. All prices in the shop are in euros and include 24% VAT.

• 17%: for businesses seated on an island with a reduced VAT rate. What counts is the seat registered with AADE, not the delivery address. The rate is applied automatically.
• 0% (reverse charge): for businesses in another EU country, if the VAT number is valid in the VIES system. If it cannot be confirmed, the invoice is issued with 24% VAT.

You see the exact total at checkout, before you submit your order. More on the Payments page.

Yes, we make any design to order: logos for shop windows, bars, offices and events, waterproof signs for outdoors, even double-sided street signs (two backboards back to back on a special metal base, for vertical mounting). Send us your logo through the quote form and we reply with a photorealistic design and a quote.

Yes. We offer a wholesale service for sign makers and resellers, with a wholesale discount and free design. Call us on +30 25510 80464 or use the quote form.