FAQ
1.) Do you have a showroom or office?
Yes we have office showcasing some of the samples. We would like to invite you to visit our office to experience the lightings. Appointment booking is needed.
We are located at:
Flat G, 10/F, Imperial Building, Canton Road 54-66, Tsim Sha Tsui
尖沙咀廣東道54-66號帝國大廈10樓G室 (海港城對面對)
Business Hours: Monday to Friday 11am – 7pm
Appointment booking is needed.
Tel: 25553213
Email: info@lightwithshade.com
Online shop is open 24/7, you will find all our products and latest updated information, you can easily place your order there whenever you want.
2.) What happens after I place my order online?
After your order is placed online, you will receive an email confirmation with your order details. If any of your items are out of stock or we are unable to process payment and production, we will contact you within 5 business days of receiving your order.
For local orders, we will inform you by email or whatsapp with SF tracking number once your order is dispatched. Please note that our pick-up and delivery schedule is from Monday to Friday. No pick-up and delivery is scheduled on Saturday, Sunday and Public Holidays.
For international orders, you will receive email with Hong Kong Post tracking number after the orders are dispatched.
3.) When will my order be shipped?
Your order will be shipped in 5 working days. Due to COVID 19, productions might be delayed to 7 working days on bulk orders.
4.) Do you have Assembly and Installation Service?
Assembly Service
Light with Shade product does not come pre-assembled. Some of our products may be delivered in several components to protect the item or to allow transportation during delivery. Most items only require very simple assembly. We can offer the Assembly service with driver delivery service and extra $200 will be charged. Assembly service includes unwrapping and assembly of goods purchased.
Installation Service
Light with Shade product does not come with installation service. For local orders, we are welcome to help you to book a handyman for installation and price quotation will be provided before installation.
Product Details
Each light is handcrafted and no two are exactly alike. Every effort is made to match the dimensions, color tone, and finished texture as closely as possible.
All electrical work must be completed by a licensed electrician and all items delivered need to be checked and deemed compliant prior to installation by your electrical contractor.
All of our light bulbs and lamp holders are CE and UL listed approved respectively and will work anywhere in the world.
4.) What is the payment methods?
At this moment, we accept online ordering with Credit Cards/ Bank Transaction / Payme
Please contact us 25553213 if you choose to pay by Bank Transaction or Payme
Bank Of China - NAP 01288710669998
Feel free to email us, info@lightwithshade.com if you prefer other channels for purchase and let's see if I can help on that. Please kindly leave your contact number on the billing address for shipping security matter.
5.) What is Local Delivery and Pick Up Arrangement
We ship every order in 7 working days via SF Express Courier. Delivery takes 1 to 2 working days. We also have pick up option for customers in Hong Kong. Appointment Booking will be needed for pick up arrangement.
Free Delivery for any order above HKD500
Delivery Fee will be HKD$300 for any order below HKD500
Urgent Driver Delivery Service will charge HKD200 with extra charge for stairs.
Sundays and public holidays the deliveries are not performed.
6.) What is the International Delivery arrangement?
We ship every order in 7 working days via Hong Kong Post standard registered mail. Your item will be arriving within 1-2 weeks and I will provide tracking number(s) once the item is delivered. You may trace the tracking on Hong Kong Post tracking system (http://app3.hongkongpost.hk/CGI/mt/enquiry.jsp). Please kindly double check the delivery address before payment and it's better to leave your contact number for shipping security matter. We are not responsible if you provide false contact data, e.g. false or invalid email address, postal address, etc
Sundays and public holidays the deliveries are not performed. You will be notified, in case we are on planned holidays. Feel free to contact me for speed shipping or specific delivery courier like UPS, Fedex service with additional charges.
7.) What is Return and Refund Policy?
All items are non-refundable except default or damaged item. We will not refund on any items that have been purchased over 30 days and without any email notice. For default or damaged items, please photograph the box, packing and damages and email us immediately. We will either refund or send a replacement in 3 working days. Do not throw the package away or any items until notified by us.
8.) Package
I will reuse a good box when possible. If you prefer a new box, just let me know. We use lots of bubble papers or newspapers to pack fragile bulbs, lamps and accessories. For bulk orders, we will pack in multi-boxes. The single order of non-fragile items (i.e. cord wires) will be packed in envelope.
9.) Can't trace the tracking number?
We shipped your items via Hong Kong Post and it will transmitted to your local courier once it arrived to your country. Hong Kong Post tracking system (http://app3.hongkongpost.hk/CGI/mt/enquiry.jsp) will show the updated delivery status as long as your local courier has updated the latest delivery status. If they have not updated any news, we cannot trace where it is. If you have not received your items after 2 weeks, and fail to trace the tracking, please let us know and i will call Hong Kong Post to fill in a tracking form. It will be very helpful if you also call your local office as well. If unfortunately your item is being lost, we will send a replacement of refund to you.
10.) Custom Fee and Inspection
Light with Shade is not liable if your item get delayed or kept in Customs inspection, we are not liable for any Import Tax, Duty, VAT or any other fees once your item(s) has shipped. For customer inspection, I can send an invoice to shorten the inspection period. Just contact me if you need an invoice or any further info from us.
11.) Custom Service
Light and Shade works hard to ensure that all our customers are satisfied with our products and services. We are here to help. We love hearing feedback, improvements, ideas or anything from you, so don't hesitate to contact us if you have any problem. Enjoy the fun on making lights!
Please email us info@lightwithshade.com if you have any questions, comment or product inquires.
