Please read below for all details related to shipping, returns, refunds, exchanges, and other useful information. Please contact us at info@vakkerlighting.com if you have any questions.
Shipping
International Shipping - North America / Europe / Oceania / Asia
We offer carrier calculated shipping in CN via China Post Air Parcel or EMS. Generally, if you choose China Post Air Parcel, we will ship to your country for free. Shipping time: about 30 days
If you choose EMS (pay extra shipping fee), the shipping time of EMS express is about 7 days. If your country is not available during checkout, please contact us to determine if we are able to ship to your country and to obtain a quote. Incoterms are "Carriage Paid To", and customs fees, import duties, and taxes are not included and are billed to the recipient.
Signature Requirement
We do not require that a signature be obtained for most shipments. We do offer the option to add an "indirect signature" requirement at the bottom of the cart page if you prefer someone sign for the package or if you are shipping to an unsecure location. Once a signature requirement is added to the shipment, it is not possible to remove the requirement. If you are not able to be present for the delivery, you can still have the package held at a Courier or EMS location for pickup, or in some circumstances, may be able to sign a door tag. If you need a delivery shipped on a specific date, please contact us and we are happy to ship on the date you prefer.
Large Orders and Freight Shipments
For larger orders, multiple items may be placed in the same package to reduce the number of packages and reduce your shipping price. Please contact us if you prefer that items are individually packaged or if you'd like a sidemark added to help identify the contents. We ship most of our packages individually and not on a pallet. If you prefer your packages be palletized, please contact us for a freight quote and tell us if you have a delivery dock at your destination (as couriers charge an additional lift gate fee if there is not a dock). If you have a courier, we are happy to ship via your own courier. For any questions, please contact us at info@vakkerlighting.com.
Incorrect Address or Address Change
Please ensure the shipping address is correct when placing an order. We are not responsible for lost or misdelivered packages or costs associated with an incorrectly provided address. We cannot guarantee the successful modification of the address.If it is necessary to change an address, in every case Postal parcel or EMS will charge us a change address fee and, if the new address is not near the incorrect address, Postal parcel or EMS will charge us also for the additional redelivery cost.
If you request we contact Postal parcel or EMS on your behalf to request the change, then we will send an invoice to you to pay the additional costs at the time of the change. If you make the change on your own and Postal parcel or EMS bills us separately, we will send you an invoice for that amount so that we break even. While the invoice will be charged by us, ultimately, we send the full amount to Postal parcel or EMS on your behalf. We very much appreciate your understanding that while we do our best to assume costs for any of our own mistakes, we are not able to assume the cost for mistakes outside our control.
Lost, Stolen, and Misdelivered Packages
If there is no signature requirement, Postal parcel or EMS will determine at their own discretion if an area is secure to leave a package. If there is a signature requirement, they will attempt to obtain a signature from someone at the address or nearby. If they aren't able to obtain the signature, they may leave a door tag with further instructions. Check your tracking info for details on the latest delivery attempts.
If the package is returned to the place of shipment due to Lost, Stolen, and Misdelivered Packages, we will provide re-shipment service.
Re-delivery is a paid service (we will charge your cost of shipping depending on the package size and weight of different lamps).
If the lamp is damaged or lost due to shipping, we will send you a new lamp for free.
If a package is marked as "delivered" but cannot be located, it is likely the package is nearby or may still be on a delivery truck and is not yet lost. Typically the package will be delivered the next day. If the package still cannot be found, it is your responsibility to contact Postal parcel or EMS and request a "trace" to locate the package(s). In order to be considered for a replacement or refund, you must request a trace to confirm the package is lost, and all traces must be made within 7 days of delivery. Outside this window, we are no longer able to file a loss claim with Postal parcel or EMS to recover the cost of the lost or stolen item.
Failure to Receive Delivery
If you are not able to receive a package,You can contact your country express post, how to contact? click me
Postal parcel or EMS will attempt to deliver a package 1 time, but if the package is undeliverable (e.g. no signature can be obtained, wrong address, etc.) then FedEx will hold the package at a local facility for a short time before they return the package to us. When this happens, FedEx charges us a 2nd time to return the package. We are not responsible for costs related to items returned due to failure to receive delivery.
If this happens, we will contact you to arrange delivery again. If you would like to have the package reshipped, we will email an invoice for the cost FedEx charged to return to sender in addition to the cost to ship it again. Alternatively, if you no longer want the package, then a refund will be issued minus 30% restocking fee to cover all lost shipping and packaging costs. We must receive a response from you within 30 days of an item being sent back to us in order to have the item shipped again or to receive a refund.