- You can cancel your order free of charge within 48 hours without any reason. Please email us your order number and invoice, we will confirm and get back to you within 24 hours. Please do not initiate any Paypal cases or credit card declines, it may cause extra workload for our customer service. We promise: orders can be canceled without reason within 2 days.
- If your order has been shipped, it cannot be canceled. If you insist on canceling it, you will be charged 30%-50% of the order amount for our storage costs, order preparation costs and shipping costs. This fee will be deducted from the refund of your(s) item(s).
- You can change your order information (such as colors, dimensions, shipping address, telephone number) within 48 hours.
- If your order has been shipped, it cannot be modified.
- If you wish to return an article purchased on our website, you have 30 days, from the date the order was received, to proceed with the return process. Return shipping costs shall be borne by you. This amount will be deducted from the refund of your(s) item(s).
- Please note that the article should be in its original condition to be returned: unused, in their original packaging and with complete accessories.
- You have 7 days, from the date of receiving return approval, to send off the item you wish to return.
- Warning – items that are damaged, soiled or which have been used cannot be returned. In case of non-compliant returns, we will not accept the returned items.
Please note that the right to return products does not apply to:
- Customized products which are ordered from the manufacturer according to the customer’s wishes. (except manufacturer defects)
- All accessories, such as light bulbs.
- We will not accept returns, cancellations or exchanges of large orders of the same product (“large orders”: three or more of the same product). If you are ordering a large quantity of an item, we recommend that you first buy one to make sure whether it is what you need. For any questions, please contact us at [email protected] and we will get back to you as soon as possible.
The colors may appear slightly different via the website due to computer’s image resolution and monitor settings. The dimensions will be slightly different as a result of manual measurement. Colors and dimensions are for reference, please refer to the actual product.
How To Initiate A Return?
- Send an email where a description of the return reason and of the item you wish to return should be included, to [email protected]
- We will check your email.
- Once your return application approved, you will receive an email of return approval.
- If everything is ready, you have 7 days, from the date of receiving return approval, to send off the item you wish to return. The shipping fee will be paid by you.
- Please tell us by email the tracking number and the tracking URL after sending off the item you wish to return.
- Once the returned item received, we will tell you by email whether the returned item is eligible for our Return & Refund Policy. If so, we will issue a refund to you. If not, we reserve the right to refuse to refund you.
- We will refund for you after receiving the returned item which is eligible for our Return & Refund Policy.
- The refund will be in your original payment account after the refund operation. (PayPal: 1-2 days; Credit card: 3-5 days)
- The actual amount received by you may differ from your original payment due to exchange rate fluctuations.
- Any shipping fees paid are non-refundable.
If you encounter any problems during shopping on our website, please contact us at [email protected] for a solution. Open a dispute (such as PayPal Dispute) will not be helpful to speed up problem solving.
If you have any questions about our Return & Refund Policy, please contact us at [email protected]
After the customer pays the fast shipping fee (including Hong Kong EMS, EU warehouse, fedex and other fast shipping methods), if it has been shipped. Shipping costs are non-refundable.
The Item Is Damaged When I Receive It?
Products received with broken glass, or dented shades or frames are not considered as defective item and cannot be returned. In such a case, we will provide replacement for glass or shades at no additional charge. If you do not wish to receive a replacement and want to return the item, we will consider it as a normal return and charge restocking fees of up to 35%. We also reserve the right to deduct all outbound shipping fees from the refund.
The Item Received Is Not The Same Product As My Order?
- In this case, we recommend that you first check your order information (correct or not).
- All shipments with items that were received incorrectly or in error need to be reported to us within one week since receipt of the item.
- In the event of the delivery of an incorrect item, we shall provide the correct product within a period of up to 8 weeks after receiving your email. We will pay for all shipping fees for returning the incorrect item and for providing the correct product.
- If you do not want an exchange and insist on returning the item, the order will be treated as a normal return and you will be charged up to 35% for our storage costs, order preparation costs and shipping costs.
Can I Refuse To Take Delivery Of The Item Which Has Been Shipped?
- Once your order has been shipped, we cannot stop it. If you refuse to take delivery, you will be charged 30%-50% of the order amount for our storage costs, order preparation costs and shipping costs. This fee will be deducted from the refund of your(s) item(s).
- In the event of force majeure (such as damage or defects), please contact our customer service team at [email protected] immediately and we will give you an appropriate solution.
Returned Items Are Damaged?
- When you return the item, please be sure to wrap the product correctly. If the returned item is damaged, we cannot refund for you. In this case, you’d better file a claim with the shipping company (carrier) and advise us on how to deal with damaged products. We will keep your product for only 30 days since it is damaged.
When Will I Receive The Refund?
- For successfully returned items, it can take up to 5 working days for the funds to credit back to your original payment (PayPal: 1-2 days; Credit card: 3-5 days). For any questions, please contact us by email: [email protected] and we will get back to you as soon as possible.
- Please note that any cancellation or return should follow our Return & Refund Policy.
- If there is a manufacturer defect – we reserve the right to repair / fix any damaged part / glass or defect of any fixture – we sell. If the defect cannot be repaired, we will provide a replacement at no additional charge.
- Some items are covered by one-year warranty from the date of purchase. For details, please contact us at [email protected]
Will I Pay For The Shipping Fee When Returning The Item?
- Yes. In case of any return caused by non-quality problems (including but not limited to colors, dimensions, unsuitable style, personal reasons…), the shipping fee for return shall be borne by you. The actual amount may vary with different carriers.
- If you want to return the item for damage or defects, don’t worry and please refer to “The item is damaged when I receive it?” and “Manufacturer defects?” in the Q&A.