Shipping & Returns

Shipping:

All orders will be shipped from our UK warehouse, and we aim to ship the same day Monday to Friday if the order is placed before 12:00GMT (13:00 CET). But please allow 2 working days for your order to be processed.

We use Royal Mail as our selected courier.  UK orders usually arrive within 2 working days but can take up to 10 days from order confirmation around busy periods such as Christmas.

UK orders are sent on a Tracked48, allowing full tracking for your order.

International orders usually arrive within 10 working days but can take up to 20 working days from order confirmation and this is a tracked service.

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

The cost of shipping is shown at checkout and is based on your location and order weight.  


European customers:

VAT (IOSS)

Candelion Records is registered for IOSS. This means that EU customers will be charged their local VAT rate at our checkout and will not need to pay again when it arrives in your country. The limit for IOSS orders is 150 EUROS.

orders placed above 150 EUROS will not have local VAT charged at checkout and will be required to pay this, plus an admin fee when it arrives in your country. We do not have any control over this process. 

You may wish to order multiple times below the 150 Euro threshold to take advantage of the IOSS process. 

EU Shipping and Flat rate customs duty

We are shipping the EU using a tracked shipping service

Starting July 1, 2026, a new EU customs duty will apply to parcels valued under €150 entering the EU from outside the region. The EU charges a flat €3 fee per type of item in a parcel. This applies to physical goods only.
As there is no tool which can calculate this at checkout (yet) we are having to increase our shipping costs to cover this fee. We hope this is temporary.

So the cost of shipping at checkout is for tracked shipping and the EU customs duty. We are sorry about the increase. 


USA Shipping and tariffs:

We are shipping to the USA using a tracked service.

Please be aware that as a result of the tariffs introduced by the US government in August 2025, the cost of goods to the USA has increased on most products. 

These extra costs include a tariff put in place by the US government, and a handling fee from the shipping company to process the new tariff requirements.

We have included these costs into the product price if you are shopping in Dollars. 

If you are browsing and shopping outside of the USA and then want it shipped to the USA the prices will change to Dollars and the USA price at the checkout. So please be aware the price will change in this instance.

We ship all orders DDP (duty paid). So once it lands in the USA it can be processed quickly and then sent to you. 

Please be aware that if you want to return your order we are not able to refund the costs of the tariffs as this is kept by the US government regardless. We strongly advise to check the size guides and get in touch if you are not sure. 

 

Returns Policy (UK / Worldwide):

Whilst we do our absolute best to make sure things are right, we know there are times that products may need to be returned.

If you are at all unhappy with your order you can return it to us for a refund within 14 calendar days of delivery.  All items that are to be returned with their original tags intact and in a resellable condition. 

We ask you e-mail us in advance with you name, order number and reason for return so we can expect it. Please e-mail info@neonstreet.co.uk

Return your item to:
Candelion Returns C/O Neon Street Ltd,
Unit 2, Plot 8
Lion Barn Industrial Estate
Maitland Road
Needham Market
Suffolk
IP6 8NZ
UK

You will be responsible for the cost of returning the items to us unless you have received the item in error or if the item has been damaged.

Your refund will be initiated on the receipt of your returned items and the return being accepted. If a product does not meet our return guidelines we cannot issue a refund.
We are not able to refund the original postage costs of your order unless we deem there to be a manufacturing fault with the product once returned.

Items that are damaged or have been received in error please email
info@neonstreet.co.uk  with the issue.

If you have any other queries regarding the returns policy please email
info@neonstreet.co.uk 

EU Statutory Rights, returns and right of Withdrawal:

If you are a consumer in the European Union (EU), you have a legal right to a 14 day “cooling off” period within which you can cancel the contract for any reason.  This period begins once your Order is complete and We have sent you your Dispatch Confirmation, i.e. when the Contract between you and us is formed.

If you want to cancel your purchase within the 14 day cooling off period please email info@neonstreet.co.uk 

You can also exercise your right of withdrawal electronically through our online withdrawal form  If you use this online function, we will send you a receipt confirmation by email without undue delay

You will be responsible for the cost of returning the items if they have already been dispatched by the time we recieve your withdrawal request.  

Exchanges
Unfortunately we are not able to offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items.

Show sales

We are happy to arrange exchanges and refunds for orders bought at shows if you have a receipt. We do ask that you email us in advance so we can make sure we have the necessary replacement set aside. Please email info@neonstreet.co.uk about this.