We offer the following shipping methods: UPS, DHL, DSV, GLS, TNT and FedEx. To view the available delivery options and rates for your order, add the item(s) of your choice to your shopping cart and proceed to the checkout.

You will get a notification before delivery and a confirmation once the delivery has been made.

For International orders

For all international orders, we ship using a Delivered Duty Unpaid (DDU) service. This means that the shipping fee you see at checkout covers the delivery cost only.

Please note that any additional import duties, VAT, customs clearance fees, or forwarder handling charges are not included in the shipping fee. These are set by your country's local authorities and will be paid by the buyer or importer.

We always recommend checking with your local customs office if you're unsure about potential charges before placing your order.

Once your order has been shipped, our dispatch team will promptly send the tracking details to the email address provided during checkout, allowing you to easily monitor the progress of your delivery.

Please note that insurance coverage is not automatically included with all courier services. If you require insurance for your shipment, kindly contact our Customer Service team prior to checkout so the appropriate coverage can be arranged for your order.

Our Customer Service team is always here to answer your questions and provide assistance. We're committed to finding solutions that minimise any inconvenience.

While delays can be frustrating, please rest assured that we are doing everything within our capabilities to expedite your order's journey. Your satisfaction and trust in Light Makers are invaluable to us, and we thank you for your patience and understanding as we navigate these challenges together.

If the product you received is defective or damaged during transportation, take photos and videos of both the packaging and the product. Send the photos, videos, and a detailed description to us within 5 days of receiving the order. Our Customer Service will get in touch with you.

Please note, Light Makers cannot be held responsible for warranty claims, defects, or disputes resulting from negligent mishandling, improper installation, or any loss and damage that occurs post-acceptance by the buyer.

At Light Makers, we strive to ensure that your chosen lighting solutions reach you in a timely manner. However, there are occasions when factors beyond our control can affect shipping times.

We appreciate your understanding and patience in these situations, which may include:

• Weather Conditions: Severe weather can impact our delivery partners' ability to operate, leading to unavoidable delays. Whether it's a storm, flood, or extreme weather condition, the safety of the delivery personnel and the integrity of your order are our top priorities.
• Logistical Challenges: Our commitment to delivering quality and custom-made designs means that sometimes, logistical hurdles arise. This could be due to the unique nature of your order, customs hold-ups for international deliveries, or disruptions in the supply chain.

Should any delays occur, we will promptly notify you, providing updates and revised timelines as we receive them.

Packaging instructions 

• The item you wish to return must be unused and in the condition you received it in. Please ensure that all the parts and the original product packaging and manual are included in the return shipment. 
• Please pack the item in its original box and do not write or attach anything on the product packaging.
• If you use the original packaging material, please remove old shipping labels, stickers and other notes. Also, use clear tape or a clear plastic sleeve. 

Please note the following when packing the item for shipping:

Fragile items

• Use extra cushion material for fragile items.
• If possible, label the shipping box as “fragile”. 

Packaging

• In addition to the product package, pack the item in a shipping box.
• Use a high-quality cardboard box.
• The item should not touch the box’s walls: leave enough room around it.
• Place the extra packaging material between the product packaging and the shipping box to create a cushion layer.
• The corners and sides of the box may need additional reinforcement. 

Sealing 

• Use good clear tape. Brown or other coloured tape may damage the packaging.
• Close the box and seal all seams.

To be eligible for a return or exchange, products must remain unused and be kept in their original packaging, and returned to our lighting store in Singapore at your own cost.

Light Makers offer customers an exchange grace period of 30 days with conditions to adhere to, and refunds are reviewed on a case-by-case basis. You are responsible for the return shipping cost of any product you return. Any expedited shipping charges you paid on the original order are non-refundable.

If you have any questions about the return process, please contact our Customer Service. 

Once we have received and inspected the item we are usually able to apply the refund onto the original payment card within one week. Keep in mind that due to shipping, inspection and bank processing times it sometimes takes up to 30 days from the date that you return the item for the refund to appear on your card. 

The price of returned products is always reimbursed according to the payment method used for the order. If the returned product has been used, damaged or is otherwise unsuitable for resale, Light Makers has the right to charge a fee for loss of value up to the full price of the product or reject the refund.

We make a refund decision after receiving the product. We do not accept returned products if:

• After receiving the product, we detect defects in it or its packaging.
• Animal fur, hair or stains on the returned product will automatically result in a decision not to accept the product return.
  
  If faults are detected in the condition of the product, our Customer Service will contact you.