FAQs

Ordering

1. Can I change or cancel my order after it has been placed?
We can attempt to modify or cancel an order within 12 hours of purchase, as long as it has not yet been shipped. After dispatch, changes (including address edits) are no longer possible. Please email us with your order number as soon as possible.

2. When will I be charged?
Your payment is processed at the time you place your order. Your order is confirmed once payment has been received.

3. Do you offer pre-orders?
Yes. Estimated ship dates for pre-order items are shown on the product page and may change due to production or logistics factors. We will notify you of any material updates.

4. Do you accept custom orders?
We accept custom requests on a case-by-case basis, depending on the design. Please email us a description of your idea and any reference images, and we will let you know whether it is possible, along with the price and estimated production time. Please note that custom and personalized pieces are not eligible for returns.

Shipping

1. How long will it take for my order to ship?
Orders are processed within 1–3 business days after payment clears. Because every piece is handmade, please allow an additional 5–9 business days for crafting before dispatch.

2. How long does delivery take?
Standard shipping usually takes 8–14 business days from dispatch. Delivery may take longer during peak seasons, holidays, or due to customs inspections and carrier delays.

3. Where do you ship to?
We ship worldwide from our studio in Vietnam. Shipping rates are calculated at checkout based on your destination and order size, and additional fees may apply for remote areas. We are unable to ship to PO Boxes, military addresses (APO/FPO), or restricted areas.

4. How can I track my order?
Once your order ships, you will receive an email with your tracking number and tracking link. You can also check your order status on our Tracking Order page using your order number and email.

5. My order hasn't arrived yet. What should I do?
Delivery times are estimates and can be affected by weather, holidays, and customs. If your tracking has not updated for 15 business days after dispatch, please contact us with your order number so we can open an investigation with the carrier.

For full details, please see our Shipping Policy.

Returns

1. What is your return policy?
Because every item is handmade, we do not accept returns or exchanges, including for change of mind, size or color preference, or minor variations natural to handmade production.

2. What if my item arrives damaged, defective, or incorrect?
Please contact us within 7 days of delivery with your order number, a brief description of the issue, and clear photos of the outer box, shipping label, internal packaging, and the item. After verification, we will offer a repair, replacement, or refund at our discretion.

3. How long does a refund take?
Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional days to post the credit.

For full details, please see our Refund and Return Policy.

Pricing & Payment

1. Do I need to pay customs or import duties?
International orders may be subject to import duties, taxes, and fees set by your country. These charges are the recipient's responsibility and are not included in the product price or shipping cost. Parcels refused or abandoned due to unpaid import charges are not eligible for a refund.

2. What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, and PayPal.

Product Information

1. Why does my piece look slightly different from the photos?
Every lamp is handmade from resin and natural wood, so each piece is one of a kind. Minor variations in color, pattern, bubbles, or finish are a natural part of the process and are not considered defects. Colors may also appear differently depending on your screen settings.

2. Which size should I choose?
Our lamps are available in three sizes: S, M, and L. Exact dimensions vary by size and by lamp design, so please check the size details on each product page when placing your order.

3. How is the lamp powered?
Each lamp features a bottom-up LED light and comes with a USB power cable. Simply plug it into a USB wall adapter or any standard USB port to power it.

4. How should I care for my resin lamp?
Keep your lamp away from direct sunlight and high heat, as resin may yellow over time with prolonged UV exposure. Clean it gently with a soft, dry cloth, avoid chemical cleaners, and keep the wooden base away from water and moisture.

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