Shipping policy

SHIPPING POLICY

ORDER PROCESSING

Each LightLore piece is prepared with care. Processing and production times vary by product.

The estimated processing time for a standard product will be displayed on its product page. For a custom commission, the production schedule will be confirmed in writing before payment.

Processing time is separate from shipping time. Business days are Monday through Friday, excluding public holidays.

SHIPPING TIME

After dispatch, delivery typically takes approximately 7 business days.

Delivery estimates begin when the order has been dispatched, rather than when the order is placed. Actual delivery time may vary because of the destination, carrier operations, customs inspections, severe weather, public holidays or other circumstances outside our reasonable control.

SHIPPING CONFIRMATION AND TRACKING

When tracking is available, we will send a shipping confirmation email containing the tracking number after your order has been dispatched.

Tracking information may take several business days to update after the carrier receives the package.

Please make sure your email address and shipping information are accurate when placing your order.

SHIPPING DESTINATIONS AND COSTS

Available shipping destinations and shipping charges will be shown at checkout before payment.

Some destinations may be unavailable because of carrier restrictions, customs requirements or limitations affecting fragile glass products.

CUSTOMS, DUTIES AND IMPORT TAXES

International orders may be subject to customs duties, import taxes, handling charges or other fees imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are determined and collected by local authorities or carriers and are the customer’s responsibility. LightLore does not control these charges or receive payment from them.

DELIVERY DELAYS

If we cannot dispatch your order within the timeframe stated on the product page or confirmed for your custom order, we will contact you with a revised dispatch date.

You may accept the revised date or cancel the unshipped order for a full refund.

Carrier or customs delays may occasionally occur after dispatch. If tracking has not updated for an unusual length of time, please contact us so that we can investigate with the carrier.

DAMAGED, DEFECTIVE OR INCORRECT ORDERS

If your order arrives damaged, defective or incorrect, contact us as soon as possible and include:

• Your order number
• Clear photographs of the product
• Photographs of the internal packaging
• Photographs of the external shipping box and shipping label

After confirming the issue, we will arrange either a free replacement or a full refund.

Because international return shipping for damaged glass may be impractical, we will generally not require the damaged product to be returned. Please do not discard the product or packaging until we have reviewed your claim and provided instructions.

LOST PACKAGES

If the carrier confirms that a package was lost in transit, please contact us. After reviewing the shipment with the carrier, we will arrange an appropriate replacement or refund.

If tracking shows that a package was delivered but you cannot locate it, please first:

• Check the delivery location and surrounding area
• Ask members of your household, neighbors or building management
• Confirm that the shipping address on your order is correct
• Contact the local carrier using your tracking number

You may then contact us, and we will assist with a carrier investigation. The available resolution will depend on the investigation and applicable consumer protection laws.

INCORRECT OR INCOMPLETE ADDRESS

Customers are responsible for providing a complete and accurate shipping address.

If you notice an error, contact us immediately. We will try to update the address before dispatch, but we cannot guarantee that changes will be possible after processing has begun.

If a package is returned, delayed or lost because the customer supplied an incorrect or incomplete address, additional shipping charges may apply before the order can be sent again.

UNCLAIMED OR REFUSED PACKAGES

If a package is refused, left unclaimed or returned because the recipient did not complete required delivery or customs procedures, please contact us.

Any refund or reshipment will be assessed after the package is returned to us or otherwise resolved with the carrier. Original shipping charges, customs fees and return shipping costs may be deducted where permitted by applicable law, unless the return resulted from an error by LightLore.

For questions about shipping or an existing order, contact us at:

Email: paijiang39@gmail.com

Phone / WhatsApp: +86 134 7612 3779

Please include your order number when contacting us about an existing order.