Support & Warranty
Have a question? Hopefully it’s answered below. Still need help? Just use the contact button at the bottom of this page and we’ll get back to you shortly! 🙂
The expected delivery time is 5-9 business days, but please allow up to three business days for our warehouse to process your order and get it ready for shipment.
Please note that during periods of high-demand, the processing time may be extended to 3-5 business days before your order is ready to be shipped.
No worries. Please use the contact form to request what you’d like changed. We’ll make sure things are right!
Send us an email at firstname.lastname@example.org and we’ll sort things out!
In order for our team to assist you, please follow the contact form below providing the following details:
- The platform being used (desktop/mobile)
- Country you are visiting us from
- Browser used (Safari/Edge/Chrome/Firefox/etc)
- The exact point of checkout (Do you get to the payment screen? / Does this happen after?)
- Screenshot of the issue including the web browser tab
- Have you tried using a different browser or platform?
Make sure you include all the details above so we can assist you as they are very important to identify the source of the problem. Sometimes just trying a different browser can solve this issue.
Haven’t received your order confirmation yet? Fear not – there are a few reasons why this could happen:
- Your e-mail address was misspelled
- The order confirmation went to your spam-folder
- The order is not yet processed in our system
If you have not received anything within 24 hours, please click on the “Contact us” button below, and we’ll help you out!
One of our biggest priorities is making sure our family gets their hands on their products as soon as possible, therefore we work closely with our warehouse to ensure minimal time between ordering and shipping.
Because of we are unable to cancel/change any orders made on our system once they have gone through the checkout process.
Once you receive your order, you can simply process it as a return and get a full refund. Note that you must have received the order prior to initiating a return.
Returns & Warranty
If your lamp is broken or damaged we’ll need you to submit a warranty claim request in order to evaluate whether the damage is covered by our warranty or not.
Please make sure you read the following as it’s super important before submitting your form:
- Make sure you have a valid proof of purchase (without this it’s extremely difficult to process the claim systematically). An order confirmation email or number is ideal.
- Please make sure to describe your issue briefly in your request.
- If your warranty claim gets approved you will receive instructions about how to proceed with getting a replacement or refund.
Please contact us using the support form along with your order number to get your warranty processed as efficiently as possible.
Having second thoughts? No hard feelings!
Before we get the ball rolling, please make sure of the following, otherwise, the product(s) will be sent back to you:
- The return is initiated within 60 days of order date
- The product is unused and undamaged
If you’re still ready to start a return, just send us a message using the contact form. We’ll get back to you shortly.
If you find yourself waiting for your refund please remember the following:
- Returns typically arrive at our warehouse facilities 8-12 business days after shipping. Our warehouses will at this point require 1-3 business days to process your return and to make sure all the return criteria is met.
- At this point, please allow 4-10 business days for the reimbursement to be transferred back to your account.
- The amount will automatically be refunded to the same card you used when placing the order.
If you haven’t heard from us (or received the credit memo”) within 14 business days after you initiated your return, please send us a message using the contact form below.