Shipping policy

Shipping Policy

Order Processing and Production Time

All Where Light Stays products are custom-made to order.

After you place your order, please send your photo and any personalization details to us by WhatsApp +852 4421 3260 or email at wherelightstays@outlook.com. Please include your order number.

We will create an artwork proof for your approval before production begins. Production will start only after the artwork proof is approved.

Typical timeline:
- Artwork proof: 1–3 business days after we receive your photo and details
- Production time: 3–5 business days after artwork approval
- Estimated shipping time: 5–12 business days, depending on the destination

Please note that delays in sending your photo, personalization details, or approving the artwork proof may delay production and shipping.

Shipping Destinations

We currently ship to selected countries and regions available at checkout. If your country or region is not available, please contact us before placing an order.

Shipping Rates

Shipping rates, if applicable, are calculated and displayed at checkout before payment.

Order Tracking

Once your order has shipped, you will receive a shipping confirmation email with tracking information when available.

Please allow 24–72 hours for tracking updates to appear after the package has been shipped.

Incorrect Shipping Address

Please make sure your shipping address is complete and accurate before placing your order.

We are not responsible for delays, failed delivery, or lost packages caused by an incorrect or incomplete address provided by the customer.

If you notice an address mistake, contact us as soon as possible at wherelightstays@outlook.com or WhatsApp +852 4421 3260. We can only update the address before the order has shipped.

Shipping Delays

Estimated delivery times are not guaranteed. Shipping delays may occur due to customs, weather, carrier delays, holidays, peak seasons, or other circumstances beyond our control.

Customs, Duties, and Taxes

International orders may be subject to customs duties, import taxes, VAT, or other fees charged by the destination country or region.

These charges are the responsibility of the customer and are not included in the product price or shipping cost unless clearly stated at checkout.

Lost, Damaged, or Missing Packages

If your package arrives damaged, please contact us within 7 days of delivery at wherelightstays@outlook.com or WhatsApp +852 4421 3260.

Please include:
- Your order number
- Clear photos of the damaged item
- Photos of the packaging
- A brief description of the issue

If your package appears lost or tracking has not updated for an unusually long time, please contact us and we will help investigate with the carrier.

Contact

For shipping questions, please contact us at:

Email: wherelightstays@outlook.com
WhatsApp: +852 4421 3260