Lily Pendant Light

Shipping Policy and International Orders

We are committed to providing you with the best shopping experience, including detailed shipping policies and transparent international order processing. Learn more about shipping and delivery times below.

How is the shipping cost calculated for international orders?

We offer free shipping for international orders.

Shipping coverage for international orders:

We offer free shipping to the following countries and regions:
United States, Canada, Mexico, Austria, Belarus, Belgium, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Russia, Spain, Sweden, Turkey, United Kingdom (UK), Australia, Hong Kong, Israel, New Zealand, Japan, Kuwait, Philippines, Saudi Arabia, Singapore, South Korea, Taiwan, United Arab Emirates (UAE).

If your region is not included in our free shipping coverage, we sincerely apologize. If you still wish to purchase the product, please contact us, and we will calculate the shipping cost for you separately.

When will the item be shipped?

The item will be shipped within 2-4 business days after your order is confirmed.

Where are the items shipped from?

Items are shipped directly from our factory in China.
Factory address: No. 7, Youwan Industrial Zone, Jianghai District, Jiangmen City, Guangdong, China.

Shipping Times for International Orders

We offer free shipping on international orders, but transit times may vary due to several factors. Typically, international orders take about 3-6 weeks to arrive (door-to-door), but this may vary depending on customs procedures in the destination country, local shipping conditions, and weather.

How do we ship your package?

Typically, we use standard shipping for your package, but we also offer expedited shipping services if you need faster delivery.

What is Standard Shipping?

Standard shipping is free, door-to-door. We use ocean shipping combined with local UPS delivery. Orders using standard shipping typically arrive within 3-6 weeks. You do not need to pay any additional fees for standard shipping, and all orders can be shipped using this method to our supported destinations (excluding second delivery failures or return fees).

We do not ship to PO Boxes/APO/FPO addresses. Due to the nature of our business, items may arrive in multiple packages.
Some products are custom-made; please refer to individual product pages for production and shipping lead times for custom-made products.

What is Expedited Shipping?

Expedited Shipping usually involves China Post Airline, EMS, UPS, FedEx, or DHL. Express shipping typically arrives within 2-3 weeks, and the fastest option can deliver your items within 7-10 business days.

Please note that you are paying for express delivery without customs duties. Payment of any duties and customs charges is your responsibility, and we are not liable for these charges.

Expedited shipping rates vary depending on the shipping option you choose, as well as the weight, dimensions, destination, and other factors of your order. You can check the exact shipping cost at checkout.

If the package does not arrive on time, please contact us.

How do I track my order?

You can track your package via the following website: 17track.net

We offer tracking for all orders to ensure you are always aware of the status and location of your order. If you are unable to track your package through this website, please contact us, and our customer service team will provide you with detailed tracking information.

Changes to Estimated Delivery Date

We, or our delivery partner(s), will notify you of any reasonable changes to the estimated delivery date if events outside our or our delivery partner's control delay or prevent delivery from taking place on the original date or time. Delivery will occur when we deliver the products to the address you provided. If we are unable to deliver your products within 90 days, we will:

1. Inform you
2. Cancel your order
3. Provide you with a refund

Incorrect Address or Address Change

Please ensure the shipping address is correct when placing your order. We are not responsible for lost or undelivered packages or any costs associated with an incorrectly provided address. We cannot guarantee that we can successfully modify the address once it has been submitted.
If you need to change the address, postal services or EMS will charge us a fee for the address change. If the new address is far from the original, there may be an additional redelivery cost.

If you ask us to contact the postal service or EMS on your behalf to request the change, we will send you an invoice to cover the additional costs at the time of the change. If you make the change on your own and postal services or EMS bill us separately, we will send you an invoice for that amount to cover the cost.

We appreciate your understanding that while we strive to absorb costs for our own mistakes, we cannot take responsibility for errors outside of our control.

Lost, Stolen, or Misdelivered Packages

If there is no signature requirement, postal services or EMS will determine at their discretion if the area is secure enough to leave the package. If there is a signature requirement, they will attempt to obtain a signature from someone at the address or nearby. If they are unable to obtain a signature, they may leave a door tag with further instructions. Check your tracking information for the latest delivery attempts.

If the package is returned to us due to being lost, stolen, or misdelivered, we will provide re-shipment service. Re-delivery is a paid service, and we will charge shipping costs based on the package size and weight.

If the lamp is damaged or lost during shipping, we will send you a new one free of charge.

If a package is marked as “delivered” but cannot be located, it is likely still nearby or on the delivery truck. Typically, it will be delivered the next day. If the package cannot be found, it is your responsibility to contact the postal service or EMS and request a "trace" to locate the package. For replacement or refund consideration, you must request a trace within 7 days of delivery. Outside this window, we can no longer file a claim for lost or stolen items.

Failure to Receive Delivery

If you are unable to receive a package, you can contact your country’s express post. How to contact? Click here

Supplementary Statement:

In cases of address or delivery issues, the recipient will need to assist in coordinating with the courier to resolve the shipment problem. This may involve the recipient picking up the parcel at the courier's office. We do our best to liaise with the courier, but due to varying time zones and languages, the issue is often resolved much more quickly with the recipient’s involvement.

Contact Us

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@Loonglight.com. 

If your return is accepted, you will need to send the package back to our factory. The factory address is: No. 7, Youwan Industrial Zone, Jianghai District, Jiangmen City, Guangdong Province, China. Items returned to us without prior return approval will not be accepted.

You can always contact us for any return question at support@Loonglight.com. 

Generally, there are two reasons for return:

1. If it is a product quality problem or transportation damage, we will provide free return and exchange services.
2. If it’s just that the customer doesn’t like our lights, the customer needs to pay the shipping cost for the return and exchange.

We are certain that you will adore your Loonglight.com order when it arrives, but if you don't for any reason, please just drop us a quick line via our contact us page or just reply the shipping update emails and we will make it right.

Damages and issues
We understand and share your frustration when this happens.  If you have received a damaged, defective or the wrong product, please contact us and let us know the details of your order and we will sort it out for you as soon as possible.  We will provide free returns and exchange services. It is your responsibility to check goods once they have been received, to ensure everything has arrived safely from transit.  As lighting products contain a range of materials. In some cases where an item is found damaged or faulty, the item will need to be returned to us so we can send out a new product. Please note that you must inform us within 48 hours of receiving your delivery if items have arrived damaged. Outside of this 48 hour window, the returns policy does not cover you for goods damaged in transit.

Eligible partial/full refund & replacement

– Any item not in its original condition, which means damaged or missing parts for reasons not due to our error.

– Any item is different from the item’s description.

– Any item returned to the sender without being delivered.

– Any item hasn’t been delivered within 90days.

All the cases above will be eligible for the partial/full refund and replacement.

Not Refundable

- Products that do not meet the 30-day return and exchange policy.

- Purchases over $5,000 (including $5,000),

- Customized products made according to customer's wishes.

- Misunderstanding of product listing despite clear indication of non-discounted items.

For items not eligible for return refunds, you will be responsible for your own return shipping costs. Shipping charges are non-refundable. And we will deduct up to 70% of the cost + service fee of your refund amount.

We do not accept any unregistered packages, any unregistered packages will be rejected.

Despite our efforts to provide accurate product descriptions, there may still be variations from the actual product. We encourage customers to inquire as much as possible to ensure the shopping experience meets expectations. Our customer service representatives will be more than happy to address any questions you may have.

Order Cancellation

Cancelling orders is only possible within 24 hours after order confirmation. After this time, we cannot provide a refund. (Sometimes, if the order hasn’t been shipped, we may available to cancel your order, so please contact us if you haven’t received the shipment confirmation.)

Our Returns Process

Step 1: Read our return policy above to determine whether your order qualifies to be refunded/returned.

Step 2: Submit an inquiry including your reason for return at support@Loonglight.com.

Step 3: We confirm the refund amount you qualify for depending on your reason for return and items in your order.

Step 4: Return the goods to our factory. The factory address is: No. 7, Youwan Industrial Zone, Jianghai District, Jiangmen City, Guangdong Province, China.

Step 5: You ship the item at your own cost. We do not cover the cost of return shipping or provide pre-paid labels. Please print out your order confirmation email and include it in the returning package.

Step 6: Notify us via email that you have sent your return and provide us with your tracking number if applicable.

Step 7: We will process your return within 3-5 business days of receiving your returned items.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification.  As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.  You’ll also need the receipt or proof of purchase.

Refunds (if applicable)

If your refund request is approved, we will process the refund, and the amount will be automatically returned to your credit card or original method of payment within a certain period (usually within 7 days).

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.