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FAQ

Q: If lights come assembled?

A:
Usually most lights come assembled. Some light fixture products that are configured for certain options may need assembled. If have any problem of install, please feel free to contact us.

Q: Why do you need my email address?

A:
When you placed an order on Lightsilo.com, our customer service will send you an email to confirm order information like the item ID, shipping address and etc. So if there is any problem or mistake you can contact us and we will correct for you. Also, when we shipped your light, we will also end you the email with tracking number, so you can check online. Lightsilo.com will keep your information privacy and will not sell or reveal your information to others.

Q: What’s the payment method?

A:
We accept Visa, Master Card, Paypal, Western Union and Bank Transfer.

Q: What is your quality assurance guarantee?

A:
Lightsilo Quality Assurance Program is a vital part of our corporate policy and store operations and is fully supported by senior management. Our organization is committed to an effective product safety program that ensures that our stores and products meet established standards for safety, quality and value.
Lightsilo offers quality products that meet or exceed product requirements established by applicable government agencies and our Quality Assurance department. Suppliers and products are evaluated for compliance with company standards and regulatory requirements through vendor audits and product inspections on an ongoing basis. The Quality Assurance department investigates customer concerns and initiates the appropriate follow-up and response action. If you have any questions, or to send us a comment, email us.

Q: Can we shorten the height of this pendant?

A:
It is ok to custom made the line ,please note it when checkout or contact us with it .

Q: How about the tax ?

A:
Usually there is no tax ,since we will wrote lowest price with package ,But if it is so serious customs in your country .and there is tax ,Pls pay and sign the parcel, in fact ,everyone has responsibility with tax ,Hope you can understand . if you refuse to sign the parcel since tax ,we will not pay anything.

Where are items located?
Items ship from Zhongshan, China and Hong Kong.

What is your lead time?
Most orders are received in 2-3 weeks from order to delivery.
Add a few days for custom orders.

I need an item by a certain date!
Though we try our best to accommodate deadlines, we cannot guarantee arrivals by a certain date. As soon as the parcel leaves our doors, it is in full discretion with the courier company to deliver your order timely. We ask that you purchase well ahead of your deadline to avoid any unexpected delays.

We can offer to expedite the shipment with DHL or Fedex. Please obtain a quote from us before you order. At many times, if an order is expedited, it can be received in as little to 1-1.5 weeks.

If the order did not arrive by a certain date, we cannot refund an order while it is in transit. The order will need to be returned to us in order to process a refund.


ADDRESS / DELIVERY ISSUES
In cases where there are issues with the address or delivery, the recipient will be required to help coordinate with the courier on resolving shipment issues. This may also involve the recipient picking up the parcel at the courier’s office. We do our best to liase with the courier, but due to varying timezones and different languages, the problem is resolved much more quickly with the recipient’s involvement.


NON DELIVERIES / RETURNED DELIVERY
If a delivery is returned due to issues with the address, or if the recipient is not present for delivery and the parcel is returned to us, there will be a shipment fee to redeliver the parcel - this will be calculated and communicated before resending.

If the customer decides that they would like a full refund instead, a refund can be issued only when the returned parcel is received and the original postage costs to send the parcel will be deducted from the purchase price.


How much does shipping cost?

We offer free shipping to the U.S.A, Canada, U.K, and Australia and a few other countries for all orders above $150. Any other countries and order sizes please refer to the shipping costs below. All prices on our website are quoted in US dollars.


UNITED STATES AND CANADA

FREE shipping to any order above $100.

Shipping time with USPS. Orders are typically received in 2-3 weeks from date of order.

For any order below $100, please refer to the following shipping rates:

0.0 kg - 1.0 kg $12.99
1.01 kg - 2.0 kg $17.99
2.01 kg - 3.0 kg $21.99
3.01 kg - 4.0 kg $27.99
4.01 kg - 5.0 kg $32.99
5.01 kg - 9.0 kg $37.00
9.01 kg - 12.0 kg $54.99

AUSTRALIA FreeShippingToAustraliaAND NEW ZEALAND FreeShippingToNewZealand


FREE shipping to any order above $150.

Shipping time with AAE or EMS 8-12 working days + handling time.

UNITED KINGDOM FreeShippingToTheUK

FREE shipping to any order above $150.

Shipping time with Royal Mail.

Orders are typically received in 2-3 weeks from date of order.

For any order below $150, please refer to the following shipping rates:

0.0 kg - 2 kg Free
2.01 kg - 3 kg $6.99
3.01 kg - 4 kg $8.99
4.01 kg - 5 kg $11.99
5.01 kg - 9 kg $14.99

GERMANY FreeShippingToGermany, BELGIUM FreeShippingToBelgium, AND THE NETHERLANDS FreeShippingToNetherlands

FREE shipping to any order above $150.

Shipping time with Royal Mail.

Orders are typically received in 2-3 weeks from date of order.

For any order below $150, please refer to the following shipping rates:

0.0 kg - 2 kg $15
2.01 kg - 3 kg $20
3.01 kg - 10 kg $25

REST OF EUROPE

Please refer to shipment costs below:

Zone A:
France, Denmark, Austria

0.0 kg - 2 kg $15
2.01 kg - 3 kg $20
3.01 kg - 10 kg $25

Zone B: Italy, Greece, Sweden, Cyprus, Croatia, Spain, Czech Republic, Hungary, Romania, Poland, Norway, Finland, Croatia, Slovenia, Switzerland, Ireland, Portugal, Estonia
0-2kg: $26
2-4kg: $46
4-10kg: $56

UAE United Arab Emirates / Bahrain (EMS 8-12 days)
0-2 kg: $25
2-3 kg: $35
3-4 kg: $41
4-5 kg: $51
5-8 kg: $75
8-10 kg: $100

RUSSIA (EMS 8-12 days)

0-1 kg: $28
1-2 kg: $38
2-3 kg: $42
3-4 kg: $50
4-5 kg: $57
5-6 kg: $62
6-10 kg: $65

If your country is not listed please email us sale@lightsilo.com and ask for shipping rate to your specific country.

Who pays the import Tax and VAT?

In most cases our parcels pass through customs without VAT payable, However in certain circumstances especially on larger orders, we may need to provide more information to customs and need to cooperate with buyer to provide paperwork. Please be aware that each destination country has different import tax threshold on the value of goods that can be imported into the country before import tax is chargeable. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.

Are express options available?
Yes! Express options incur additional fees, please email us with your order and destination, we will then calculate a customised postage cost.


Average handling time?
Estimated handling time: 5 days.
Special items requiring customising may incur an extra 3-4 working days.

Shipping exclusions :

We do not ship to the following countries / regions:

  • Afghanistan, Armenia, Azerbaijan, Bangladesh, Bhutan, Cambodia, Georgia, India, Indonesia, Hong Kong, Iraq, Israel, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, Laos, Lebanon, Mongolia, Nepal, Oman, Pakistan, Philippines, Sri Lanka, Tajikistan, Turkey, Turkmenistan, Uzbekistan, Vietnam, Yemen, American Samoa, Cook Island, French Polynesia, Guam, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Palau, Papua New Guinea, Solomon Island, Tonga, Tuvalu, Vanuatu, Wallus and Futuna, Western Samoa, Albania, Bosnia and Herzegovina, Montenegro, Serbia, San Marino.
  • All African Countries
  • All South American Countries.
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