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Before Shipping
Customers are allowed to make the following changes to their orders before the order is shipped out:
1. Change the shipping address.
2. Change the size/color of the product.
3. Exchange product with those of the same item(s) amount.
4. Partial/Full cancellation of order (In most cases custom, special order and non-returnable items cannot be cancelled. )
After Shipping
1. Customers are not allowed to make any changes to their orders after we have shipped out the order.
2. In case of a failed delivery due to reasons caused by the customer(such as wrong address, consignee unvaiblable, customers refuse to accept package, didn't collect package by deadline, ect), we will refund partially or fees will be charged for re-delivery.
3. If the logistics shows that the package has been delivered, but you have not received it. Please contact the logistics company or our customer service for help.
After Delivery
1. Customers can apply for return or exchange within 14 days from the date of receipt. Kindly note that we do not support returns or exchange applied out of 14 days.
2. We do not support return or exchange of products purchased on Flash Sale, Free Gift and Clearance items.
3. Returned products must be in resalable condition.
4. Before sending back the products, please contact our customer service first for return address.
Damages
Unfortunately, fragile items are sometimes damaged in shipping. We also understand the need to pre-order and plan for your design needs. As part of that process, we ask that you inspect all items individually once they arrive so that any damage claims can be made immediately. If your item arrives damaged or with parts missing, you must notify us in 14 business days of receipt of the item(s). We will arrange a prompt replacement of the item. We will also request that you provide photos of any damaged product, along with the product packaging. Please contact our Customer Service Team and we will be happy to replace the item or send replacement parts as soon as possible. If the product is damaged, we are willing to accept replacement parts, partial refund or full refund. Our service tenet is to satisfy customers!
Refunds
Refunds of all kinds are always processed back to the original form of payment and at this time, we do not have the ability to change the method of payment.
1. After we initiate a refund, the bank will take 7 business days to process. Once the refund is complete, we will send you a confirmation via email.
2. All PayPal payment can only be refunded via PayPal, all Credit Card payment will only be refunded to the original Credit Card.
If you have any questions, please contact us by providing the following information.
Email: service@handwovenlamp.com
Phone: +86 18330691648
Address: 725 N Logan Ave, Colorado Springs, CO 80909, United States
Work Time: EST 8:00 PM-7:00 AM ( Monday - Friday )
