Shipping policy
When will the package be shipped?
Your packages will be dispatched promptly within 3-5 business days from the time of your order. Once your shipment is on its way, you will receive an email containing comprehensive tracking information to keep you informed about its journey.
In the event that you don't find the email in your primary inbox, we recommend checking your junk or spam folder, as occasionally it may be redirected there. Should you still encounter difficulty locating the email, it's possible that it might have been rejected by your email system. In such cases, please reach out to us directly, and our customer support team will be more than happy to assist you. Your satisfaction is our priority, and we are committed to ensuring a seamless and transparent shipping experience for you.
How to ship the item
For all of our items, we ship through UPS, FedEx or DHL, which usually takes around 15-20 days to deliver.
Who pays import duties and VAT?
In most cases our parcels pass through customs without paying VAT. But in some cases, especially for large orders, we may need to provide more information to the customs, and need to cooperate with buyers to provide documents. Note that each destination country has a different import tax threshold on the value of goods that can be imported into that country before import taxes are imposed. Import duties, taxes and charges are not included in item prices or shipping charges. These charges are the buyer's responsibility.
Cancel order
If you regret your purchase and want to cancel your order, please apply within 48 hours. If it exceeds 48 hours, we may not be able to cancel your order. If you do not receive the shipped email/notification, please contact us, we do not guarantee that we will be able to cancel the order.
Incorrect address
Please make sure the shipping address is correct when placing your order. We are not responsible for lost or misdelivered packages and related costs due to you providing an incorrect address.
Change of address
After the package is shipped, we cannot guarantee that the address modification will be successful. If a change of address is required, in any case the carrier will charge us a change of address fee, and if the new address is not in the vicinity of the wrong address, the carrier will charge us an additional re-delivery fee.
If you ask us to make a change, we will send you an invoice to cover the additional cost of the change of address so we can break even.
We appreciate your understanding that while we do our best to cover the cost of any mistakes made by ourselves, we cannot cover the cost of mistakes that are beyond our control.
How can I track my order?
You can contact us by email and we will reply the detailed track of your package.
Changes to estimated delivery date
We, or our delivery partner(s), will notify you of reasonable changes to the estimated delivery date where events outside of our or our delivery partner’s control delay or prevent delivery from taking place at the original estimated date and/or time. Delivery of the Products will take place when we deliver them to the address that you gave to us. If we cannot deliver your Products within 90 days, we will:
let you know; cancel your order; and give you a refund.
Rejected, lost, stolen and misdirected packages
If there is no signature requirement, our shipping partners (Postal parcels or EMS) will make their own determination as to whether an area is safe to drop off a package.
If there is a signature request, they try to get a signature from the address or someone nearby. If they are unable to obtain a signature, they may leave a follow-up message with further instructions. Check your package tracking information for details on the most recent delivery attempt.
If your package is returned to the place of origin due to loss, theft, mis delivery, etc., we will provide re-shipment service. Reshipping is a paid service and you will be charged a shipping fee based on the package size and weight of your order.
If a package/item is damaged or lost in transit, we will send you a new order for free.
If a package is marked as "delivered" but can't be found, it's likely that the package is nearby or may still be on the delivery truck and not lost. Possibly the package will arrive the next day. If you still haven't found your package, please contact us and we will assist you to find your package.
In order to be considered for an exchange or refund, you must request tracking to confirm that the package was lost, and all tracking must be completed within 7 days of delivery. Because outside of this window, we cannot file a damage claim with our carrier to recover the cost of lost or stolen items.
Shipping failed
Once the package arrives locally, it will be delivered once free of charge by the local carrier partner, but if the package cannot be delivered (such as unable to obtain a receipt, wrong address, etc.), the shipping partner will stop the delivery and stop the package at the local facility before returning the package to us 2-5 days. When this happens, the courier will charge us again for returning the package. We are not responsible for any costs associated with returned or not received items.
If this happens, we will contact you again to arrange delivery. If you would like to resend the package, we will email an invoice stating the return fee and reshipment fee charged to the sender by the shipping partner. Or, if you no longer need the package, we will refund you less a 30% restocking fee to cover any lost shipping and packaging costs.
We must hear from you within 30 days of the item being returned to us in order to reship it or receive a refund.
Contact us
Zhongshan Figaro Lighting Co., Ltd.
Company Address: 5th Floor, Block 2, No.288, Dong An Bei Road, Haizhou, Guzhen, Zhongshan, Guangdong Province, China.