Help & FAQs
General
Can I have a longer cable?
We offer 150cm cable for most lamps. If you want a longer cable, please make a note when you place the order, we will extend the cable for free.
Can I change or cancel my order?
You can cancel your order or change your order information (such as colors, dimensions, shipping address, telephone number) within 24 hours.
If your order has been shipped, it cannot be modified or cancel.
If I need to receive an invoice, what can I do?
Please email customer service with your order number at support@shinelifelighting.com to request for an invoice.
I have placed an order, but I have not received a confirmation. What can I do?
Please check your spam folder since the confirmation email might be mistaken as junk mail. The order confirmation should be sent right away, but there can be a delay. If you have not received anything after 24 hours, please contact us so we can check that everything is fine with your order.
About Shipping
When will the order be shipped?
Mostly, we will prepare your order and arrange shipment within 3 to 8 working days after receiving your order. If there are special circumstances, we will notify you by email.
How soon can I get my order?
We offer two kinds of shipping methods. They vary in processing times and shipping times.
Free Shipping:
- Process Time: 3-8 working days
- Shipping Time: 2-5 weeks
Expedited Shipping：
- Process Time: 5-10 working days
- Shipping Time: 1-2 weeks
Are there additional taxes or fees upon delivery?
In most cases, our parcels pass through customs without VAT payable. However, in certain circumstances especially on larger orders, we may need to provide more information to customs and need to cooperate with buyer to provide paper work. Please be aware that each destination country has different import tax threshold on the value of goods that can be imported into the country before import tax is chargeable. In most the cases, import duties, taxes, and charges are included in the item price or shipping cost.
Do you ship to my country?
We ship to most countries in Europe and North America. If you are not sure whether we ship to your country, contact us at support@shinelifelighting.com
About Return & Refund
If I don't like the item, can I return it and get a refund?
You can request a return for a refund within 30 days after receiving the items. Customer is responsible for return shipping costs.
In order to be eligible for a return, your item must be in the same condition as you received it, unworn or unused, with tags, and in its original packaging with complete accessories. You will need a receipt or proof of purchase.
What if my order is damaged when I receive it?
In case you have received a damaged item, please email us at support@shinelifelighting.com within 48 hours of delivery and attach clear pictures of the damage.
Broken glass, or dented shades or frames are not considered as defective item and cannot be returned. In such a case, we will provide a new replacement for glass or shades at no additional charge.
If you do not accept the exchange and want to return the item, we will consider it as a normal return. For normal return, customer is responsible for return 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 not get the refund of your order.
When will I receive the refund?
The refund will be applied to your credit card or original payment method within 7-14 business days. For more accurate information, please contact your bank or credit card issuer.
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.
What if the item received is not the same product as my order?
In case you have received a wrong item, please email us at support@shinelifelighting.com within 7 days of delivery with your order number and attach clear pictures of the item and its package. We will process your claim, and you will be contacted about the exchange or return as soon as possible.
