Our goal is to offer you the best shipping options, no matter where you live. We deliver to hundreds of customers across the world every day, and we strive to provide you with services of the highest level.
When will the package be shipped?
Rest assured, we will expedite the processing within 2 days from the time of your order. Our Cooperate Couriers: China Post Airline, EMS, UPS, FedEx, DHL. Delivery typically 2-4 weeks;the fastest within 7-10 working days.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
Fast Shipping Usually we use China Post Airline, EMS, UPS, FedEx or DHL to ship the items, the express usually arrives within 2-4 weeks, and the fastest can receive your items within 7-10 working days. All Products are free home delivery, You do not need to pay any additional fees for shipping. (excluding second delivery failed shipping and return fees).
If the package does not arrive on time, please contact us.
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.
If you are a US customer, by choosing free shipping, you will not be required to pay import duties. For Australian customers, according to Australian customs regulations, orders below 1,000 Australian dollars are exempt from taxation. If your order exceeds 1,000 Australian dollars, we recommend placing multiple smaller orders to avoid additional charges. For customers in other countries or regions, please contact our support team to verify whether taxes are applicable. While we do not charge any consumption tax directly, all applicable consumption taxes will be the responsibility of the buyer.
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 or contact us page, and we will reply the detailed track of your package by email.
International Transport
At present, we deliver to the following countries: United States, Australia, Canada, United Kingdom, Germany, Austria, Belgium, Netherlands, Poland, Italy, Spain, Portugal, Sweden, Denmark, Switzerland, Russia and other North American European countries.
Please Note:
- Adjust shipping costs based on actual logistics expenses; for instance, set lower prices for efficient intra-European logistics and appropriately increase them for remote areas.
- Not support express delivery by Countries: Ukraine and Russia, Russia can only take postal or land transport special lines, any questions please contact us. (Phone: +852 63461909/Email: Support@lightsstory.com）
|
Delivery area |
Shipping Cost Configuration | Statement | Statement | Applicable Countries |
| North America |
Free |
/ | Not include duties or other taxes. | United States, Canada, Mexico |
| European region | $12.99 |
EU countries and some European nations. |
Not include duties or other taxes. |
United Kingdom, France, Italy, Spain or others. |
| Asia-Pacific region | $14.99 | Major Countries in Asia and Oceania. | Not include duties or other taxes. | China, Japan, Australia, Singapore or others. |
| Other regions | $18.99 | Remote regions such as South America, Africa, and the Middle East. | Not include duties or other taxes. | Brazil, South Africa, United Arab Emirates, India |
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.
if you need faster shipping service, please contact our customer service team in advance.
Rejected, lost, stolen and misdirected packages.
If your package is returned to the place of origin due to loss, theft, misdelivery, 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.
If there are any questions, please contact us:
Phone: +86 159 7604 5008/+852 63461909
Email: support@lightsstory.com Factory address: No. 6, Hefeng Street, Second Industrial Zone, Guzhen Zhongshan,528421Guangdong, China.
Office address: Ming Sheng Industrial Building,19-21 Hing Yip Street, Kwun Tong, Hong Kong, Room 511,5th floor
