Luna's Simplicity Alabaster Chandelier

Last updated on Dec 6, 2023 at 12:00 AM

Thanks for shopping with alsolight.com. International shipping might experience delay due to covid-19. to keep track of your order, contact support@alsolight.com so we can provide you the order’s tracking number.

Order Processing Time

• It is the time elapsed between when the customer places the order and when the seller hands the order over to the delivery service.
• Generally, orders are shipped within 1-5 working days of order confirmation/payment. Orders made on the weekends might experience delay.
• Our warehouse only operates on Monday – Friday during standard business hours, except on holidays. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Shipping Cost & Transit Time

If the order amount exceeds 2000, please contact us directly for a shipping quote

Total Delivery Time = Processing Time + Shipping Time(depending on your location)

Shipping Methods

We use USPS, UPS, and FedEx to deliver all items.

Shipping Location:

1. We ship within the United States and Canada, excluding Colorado, Alaska, Hawaii, Puerto Rico, and Guam.

2. P.O. Box or APO/FPO/DPO are not available now.

3. We offer international shipping, please feel free to contact us if you need it.

Tracking

You will receive an email when your order has been shipped. A tracking number will be provided (the tracking number will be active within 24 hours). Please note: This may take longer during events or holidays.

Tracking information may take 48 to 72 hours to update.

You can track your order by clicking on our Tracking Order page

If you cannot track your package normally, please contact us and we will resolve this issue within 48 hours.

Delivery Time Exceeded

International shipping might experience delay due to covid-19. If your order is delayed, please contact us via email support@alsolight.com, we will check the situation with the transportation company in time.

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:

a) let you know;

b) cancel your order;

c) give you a refund.

Thanks for your understanding and support.

Incorrect Address or Address Change

Please ensure the shipping address is correct when placing an order. We are not responsible for lost or misdelivered packages or costs associated with an incorrectly provided address. We cannot guarantee the successful modification of the address.If it is necessary to change an address, in every case Logistics service provider will charge us a change address fee and, if the new address is not near the incorrect address, Logistics service provider will charge us also for the additional redelivery cost.

If you request we contact Logistics service provider on your behalf to request the change, then we will send an invoice to you to pay the additional costs at the time of the change. If you make the change on your own and Logistics service provider bills us separately, we will send you an invoice for that amount so that we break even. While the invoice will be charged by us, ultimately, we send the full amount to Logistics service provider on your behalf. We very much appreciate your understanding that while we do our best to assume costs for any of our own mistakes, we are not able to assume the cost for mistakes outside our control.

Lost, Stolen, and Misdelivered Packages

If there is no signature requirement, Logistics service provider will determine at their own discretion if an area is secure to leave a package. If there is a signature requirement, they will attempt to obtain a signature from someone at the address or nearby. If they aren't able to obtain the signature, they may leave a door tag with further instructions. Check your tracking info for details on the latest delivery attempts.

If the package is returned to the place of shipment due to Lost, Stolen, and Misdelivered Packages, we will provide re-shipment service.

Re-delivery is a paid service (we will charge your cost of shipping depending on the package size and weight of different lamps).

If the lamp is damaged or lost due to shipping, we will send you a new lamp for free.

If a package is marked as "delivered" but cannot be located, it is likely the package is nearby or may still be on a delivery truck and is not yet lost. Typically the package will be delivered the next day. If the package still cannot be found, it is your responsibility to contact Logistics service provider and request a "trace" to locate the package(s). In order to be considered for a replacement or refund, you must request a trace to confirm the package is lost, and all traces must be made within 7 days of delivery. Outside this window, we are no longer able to file a loss claim with Logistics service provider to recover the cost of the lost or stolen item.

Order Cancellations

• We can cancel the order for you if you contact us in time after your purchase. If your payment has been completed but the package has not been shipped, you can cancel the order before the item is shipped. And we will refund full of your money.
• Orders can't be canceled once the parcel is shipped out.

About Tax

In seldom cases, orders may be charged the customs fees by your government, not our site, you will be responsible for the charges. We apologize for any inconvenience, but we have no control over the customs authorities in your country or any other. Contact your local customs office for more information about customs fees, duties, and taxes.

Phone: +86 180 1121 8638

Email: support@alsolight.com

Address: Gangnan Industrial Zone, Guzhen Town, Zhongshan City, Guangdong, CN.

Last updated on Dec 6, 2023 at 12:00 AM

We want you to feel like every item is the perfect match for your home. If it's not the right fit, we'll help you get it sorted and have you on your way.

If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email (support@alsolight.com) at first.

Return & Exchange Conditions

• Items returned without authorization will not be accepted.
• Items must be returned within 30 days after you receive them.
• All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• When returning or exchanging items, customers must use a shipping method providing tracking information.

Non-returnable items:

• On sale items or gift cards are non-refundable.
• Damage/Lost caused by customers is non-refundable.

General Return Process

• Initiate a return: Please email us at support@alsolight.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
• Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
• Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Return Charge

If the return is due to our problems, we will provide a full refund for you include the return freight, such as:

• Incorrect products.
• Quality problems of products.
• Products not delivered within 90 days.

If the return is due to the buyer’s problem, the buyer should pay the return freight, such as:

• Don’t like/want the products.
• Ordered a wrong product/size.
• Products beyond the 30-day return window.
• Purchases over $5,000.
• Customized products.
  

If the product is damaged due to shipping or the product is missing parts, please contact us within 48 hours and take photos and videos to show us the defect for us to verify. We will ship new parts to the buyer free of charge.

No restocking fee to be charged to the consumers for the return of a product.

For items not eligible for return refunds, consumers are responsible for return shipping costs. We will deduct up to 70% of the cost + service fee from your refund amount.

Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
• If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@alsolight.com.

Please Note: We do not refund our original/expedited shipping cost.

Order Cancellations

• We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
• Orders can't be canceled once the parcel is shipped out.

Email: support@alsolight.com

Tel: +86 180 1121 8638

Address: Gangnan Industrial Zone, Guzhen Town, Zhongshan City, Guangdong, CN;(Note: This address is not the return address)