Free Local Shipping
Min. spend at SGD S$300*

Shipping Policy

Destinations & Cost

  • Where do you ship to? 
    • As part of our plans to get in touch with global markets and connect with you, we now ship worldwide to over 200 countries! To find your location, kindly proceed to the checkout page with your items and find where you wish to ship to!
  • Where do you despatch from? 
    • For our instock items, we ship directly from our physical lighting store in Singapore for selected items. For preorder or custom made products, our items will be shipped from our China production facility to your doorstep.  
  • What are the Shipping Costs?
    • For Singapore orders
      • For orders delivered within Singapore, shipping is free for orders over $300!
      • Deliveries to customers in Singapore are delivered customs-cleared and the prices include GST and duties. If the total value of the order is less than $300, the delivery cost will be a flat rate of $30 or you may arrange for self pickup at the Jalan Besar lighting store.
    • For International orders
      • Shipping will be charged accordingly based on the destination, weight and volume of the parcel. For bulk orders requiring international shipping, please contact our Customer Service team to receive discounted shipping rates. To view the rates for your order, add the item(s) of your choice to your shopping cart and proceed to the checkout. Additional VAT and duties may apply.

Delivery Lead Time

  • What is your delivery lead time?
    • At Light Makers, our commitment to offering excellence in delivering fresh and unique designs is a priority. This process ensures that we provide a continuous stream of new and thoughtfully curated designs directly to you.
    • This means most of our products are “made-to-order” and not always in stock, especially with customisation requests.
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      • For Singapore orders
        • All products in our Light Makers store will require 4-6 weeks for delivery. Custom made products or bulk orders above 20 units will require 6-8 weeks for delivery, depending on the complexity of the light.
        • For customers in need of quicker options, our lighting showroom features a selection of limited in-stock items available for immediate purchase. Selected in-stock items can be delivered to your specified address within 3-6 business days, with deliveries conducted on business days, Monday through Friday.
        • Visit us at our Jalan Besar lighting store to explore these ready-to-go designs or connect with our Customer Service team for urgent requests. Find our address at Contact Us page.
      • For International orders
        • For international deliveries, please anticipate potential delays. Shipping times can extend up to 12 weeks or even 16 weeks during seasonal peaks, depending on demand and logistics. For any concerns or specific inquiries, our Customer Service team is here to assist you.
  • How early should I place my order?
    • Preorder items are crafted uniquely for each customer, necessitating a 4-6 week delivery period to meet our quality standards. Custom orders or bulk orders above 20 units, tailored to your specific requirements, typically take 6-8 weeks for completion from the order confirmation date. 
    • Please note that processing times posted on our website of 3 - 5 business days are in addition to shipping times.

Order Processing Time

  • What is your order processing time?
    • After you complete the checkout process, we kindly ask for 3 - 5 business days to meticulously review your order details. You will receive an email confirmation from us once your order is processed, which will include the estimated delivery date and, if needed, an offer for installation services.
  • Can I choose specific delivery timeslots?
    • In order to maintain efficiency and ensure timely deliveries for all our customers, we are unable to accommodate requests for specific delivery dates and times. We will inform you of the actual delivery date as soon as your order is ready for dispatch or you can access the status of your delivery via your order tracking number.
    • For orders containing in-stock items, we aim for delivery within 5 business days. Orders combining in-stock and pre-order items will be dispatched in full only once all items are available.
    • Our dedicated professional service team may also reach out to conduct site assessments if necessary.

Shipping Method

  • Which shipping methods do you offer?
    • 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 orders shipped outside Singapore, the customer may be responsible for paying possible import duties and any applicable taxes, including clearance and local taxes as the goods are Delivered at Place (DAP).
        • Only selected orders reflected in the checkout page are shipped customs cleared and the prices are including VAT and duties.
  • Can I arrange freight by myself?
    • Absolutely, just contact our Customer Service and let us know how you wish to proceed.
  • Can I do a self pick-up in the store?
    • Yes, you can! This option is available in our Singapore lighting store.

Delivery Tracking

  • Can I track my order?
    • Once your order has been dispatched, you will receive an email containing a tracking number. You can use it to track your order on the courier’s website.
    • You can track your order after 72 hours once it has been shipped from our warehouse.
  • How do I get a tracking code for my shipment?
    • Once your order has been shipped, we will email you a tracking code.
  • Why doesn't the tracking code I received give any information?
    • With some orders, dimensions or weight might require the logistics company to change the shipping method and update the tracking code. Please let Customer Service know if this happens.
  • I placed an order but didn't get an order confirmation. Have you received my order?
    • You will always get an order confirmation by email. If you cannot find it (not even in your spam folder), please contact our Customer Service.
  • What if I am not home when the delivery arrives?
    • A notice of missed delivery will be left, and you are asked to contact the carrier to reschedule the delivery.

Duties & Tax

  • Are there any extra costs (taxes, duties, customs etc.) I have to pay in addition to the prices shown on your website?
    • For Singapore orders
      • Singapore orders are shipped customs cleared and the prices are including GST and duties. 
    • For International orders
      • Deliveries to customers outside Singapore may be subject to further taxes and duties. All non-EU (European Union) countries are shipped to on a DDU (Delivered Duty Unpaid) basis, which means that all product prices displayed are exclusive of all taxes and duties. Light Makers does not determine or collect these fees. As the recipient, you may be liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.
      • Light Makers is not responsible for potential import duties and local taxes and we cannot refund any orders that are returned to us due to non-payment of duty. All orders are shipped from Singapore or China. Each product’s country of origin is indicated in the documents.
  • Do I get charged for shipping as each item ships?
    • Yes, once an item ships we will charge for the product and any shipping or handling fees that may apply.
  • Do you provide information on import procedures?
    • When it comes to import procedures, we advise you to always contact the local customs for further information. Also, our logistics partner will be in touch if more information is needed for freight forwarding.

Packaging

  • Will my products be easily damaged during transit?
    • At Light Makers, we understand the importance of your light arriving in perfect condition. That’s why we take great care in packaging our products, especially given their fragile nature. To ensure maximum protection during transit, all items are securely packed with materials designed to minimise any risk of damage.
  • What packaging options do you have?
    • For those seeking an extra layer of security, we offer the option of enhanced packaging solutions, including wood; crate or pallet reinforcement. This additional service is available for a nominal fee, providing a peace of mind for the safe delivery of your lighting solutions.
    • If you are interested in reinforced packaging options or have any more questions about how we safeguard your items, do not hesitate to reach Customer Service. We are here to make sure your lighting arrives safely and beautifully.
  • What should I do once I receive my package?
    • Please check the packaging of your item(s) upon delivery for external damages before signing the proof of delivery. In case you detect any damage, ask the driver to log an initial complaint about the issue. If the item has been damaged during transport, please reach out to Customer Service within 5 business days of receiving the order.
    • We recommend that you receive your parcel personally. If you have authorised the courier to leave it in a safe place and it goes missing after delivery, we are not responsible for the loss.

Assembly & Installation

  • Do you perform assembly or installation upon delivery?
    • When ordering with delivery from Light Makers, please note that assembly, installation and carrying of the goods indoors or upstairs is not included in the service. The pallet or boxes will be left to the receiver for a potential return shipment if unreceived. 
  • How will the products be delivered?
    • To ensure the utmost safety during transit and minimise the risk of breakage, our lights are delivered unassembled and individually packed. While installation services are not included in the initial purchase, we're happy to offer this service for an additional fee (only for Singapore and China).
    • As part of our commitment to exceptional customer service, we typically provide basic assembly instructions manual free of charge, making it easier for you to install your new lighting.
    • For any questions, feel free to reach out to Customer Service.

Return & Exchange

  • Can I return or exchange a product? 
    • We only accept returns or exchanges in the case of manufacturing defects. Should you encounter any issues with your lamps not functioning correctly within the warranty period or dissatisfied with any product for any reason, please contact our Customer Service immediately. Once an order is confirmed, it is considered final. Be sure to include your name, order number and contact number to help us locate your order. We aim to respond within 3 - 5 business days. 
  • How do I return or exchange a product?
    • 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
  • Can I return or exchange all products?
    • The customer has the right to return an item if:
      • The order has been cancelled according to the terms and conditions and accepted by Light Makers within 30 days of delivery.
      • The item has not been used.
      • The item is in the condition that the customer received it in, and all the parts of the product as well as the original product package and manual are included in the return shipment. Items needing assembly should be returned unassembled.
    • Please note that the right to return products does not apply to:
      • Custom-made products which are ordered according to the customer's wishes.
      • Products used, fabricated or cut to order.
      • Large orders (single fixtures over $5,000, orders totaling over $5,000 on multiple quantities of the same fixture)
      • Any product that has been modified, installed, or used in any way (including cut, clipped or stripped wires)
      • Items not in resalable condition or items missing the original packaging
      • Items not purchased from Light Makers
      • Items not purchased by the original customer (we require the original purchase receipt)
      • Products that have been clearly identified as non-returnable
      • Products that have been installed or assembled
      • Products that are not in the original condition and packaging
      • Products with unwrapped crystals
      • Light bulbs
      • Clearance merchandise
  • How do I package the product for return or exchange?
    • 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.

Refund

  • How would I receive my refund?
    • 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.
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    • 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.
  • If I return an item how is my refund calculated?
    • If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge or process your refund in full. 
  • When do I get my refund once I have returned an item?
    • 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. 
  • How about Campaign codes and gift cards that were used during checkout? 
    • In case of a return, the discount will be reduced or canceled if the total value of the order falls under the minimum value of the campaign. Also, complimentary items have to be returned if the order or its total value no longer meet the promotion terms.

Cancellation

  • Can I cancel my order?
    • You can cancel an order within a 72 hour window of order placement, unless it is a custom item or special order. If your order has already shipped (even if under 72 hr window), it cannot be cancelled, and will be treated as a return.
    • Cancellation fees may apply for orders being consolidated at our warehouse. To request an order cancellation, please contact our Customer Service immediately. Please be sure to include your name, address, Light Makers order number, items to be cancelled, and the reason for your cancellation. You will receive an email detailing your cancellation request, followed by another email detailing if the cancellation request was successful.
    • Please allow up to 72 hours to receive your cancellation confirmation. Changes to lead time and backorder dates shall not constitute grounds to cancel an order.
  • What if my order is already shipped?
    • Please be aware that if your order is already en route from its original location, it cannot be rerouted, redirected, or cancelled. Should you wish to return the item, reach out to Customer Service.

Damage, Delays & Liabilities

  • My product arrived damaged. What should I do?
    • If the product you received is defective or damaged during transportation, take photos of videos of both the packaging and the product. Send the photos and a more 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.
  • Why is my delivery taking longer than expected?
    • 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.
  • What should I do if I urgently require my product?
    • 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 power 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.
  • Is my shipment insured?
    • We understand that items can be damaged during the shipping process. We also understand that from time to time, items may arrive with a missing part or components. Our damaged goods/missing parts policy and process is designed to deliver to you a resolution in the timeliest manner possible. Therefore, it's crucial to carefully inspect your order upon delivery and report any defective or damaged items to us right away, within a maximum of 72 hours from the product's delivery.
    • If you find the package damaged before opening, notify the delivery company immediately upon delivery. If you notice damage after opening your Light Makers package, please report it to us immediately by reaching out to our Customer Service.
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    • The defect of the product or the damage must be described and documented (photos/videos) in a required way. A defective or damaged product must be sent to us for inspection. Light Makers will not deliver a new product or refund the price of the product until the fault or damage has been verified.