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. If you have not received anything, 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?
Free Shipping:
- Process Time: 3-8 working days
- Shipping Time: 2-5 weeks
Where are the products shipped from?
All of our products are shipped from China via air freight.
Are there import taxes or custom fees upon delivery?
No. Our product prices include customs fees and import taxes, so there are no additional charges upon delivery.
In rare cases, customs may require extra documentation for clearance. If this occurs, we may need your cooperation to provide the necessary paperwork.
Do you ship to my country?
We ship to most countries in Europe and Australia. If you are not sure whether we ship to your country, contact us at support@shinelifelighting.com
About Return & Refund & Replacement
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 and any applicable customs fees.
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 arrives damaged?
If you receive a damaged item, please contact us at support@shinelifelighting.com within 15 days of delivery. Be sure to include clear photos of the damage so we can assist you promptly. Once your request is reviewed and approved, we will send a free replacement for the damaged part.
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 buyer is responsible for the return shipping cost and any applicable customs fees.
Where should I return a product?
We have offices in both China and the United States. Products can be returned to either location; Our support team will provide the appropriate return address based on your situation.
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.
