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Return & Refunds
What should I do if my package arrives damaged?
Oh no, we're really sorry to hear that! Please contact us immediately and send us photos of the damaged item. We will use these photos to file a claim with the shipping company. Once we confirm that the damage was caused during shipping, you'll have the option to either replace the item or receive a refund. Rest assured, we carefully check each package before it ships to ensure everything is perfect. We're here to resolve any issues quickly and to your satisfaction.
What should I do if I received the wrong item?
We apologize for the mix-up! Please contact us right away and send us photos of the item you received. We'll handle it promptly, offering to either refund you or resend the correct item, depending on your preference. Thank you for your understanding and patience as we make this right for you!
How do I return or exchange an item?
We aim for you to have a delightful shopping experience and we're committed to ensuring that every customer feels good about their purchase and their contribution to eco-friendly practices. If you're not completely satisfied or happy with your purchase, please contact us immediately. Our dedicated team will assist you promptly with the return or exchange process to make sure your experience is as smooth as possible.
Can I return personalized items?
Unfortunately, personalized items cannot be returned due to their custom nature. However, we want you to be completely satisfied with your purchase, so please let us know what didn't meet your expectations. Our team will do everything possible to address your concerns and find a satisfactory solution for you.
How long will it take for my refund to be processed?
Refunds typically take 1-3 business days to process and will be credited back to your original method of payment. The exact timing can depend on your bank or payment provider, but rest assured, we strive to handle your refund as quickly as possible.
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Where is my order?
I have placed an order, how long will it take for it to be tracked?
For standard products, it typically takes 1-3 business days for processing. If you ordered customized products, the processing time might vary. For specific details, please check our 'Personalized Items FAQs' page. Rest assured, our team is diligently working to ship your order as quickly as possible. Once it's shipped, you'll receive a tracking number via email to monitor its progress to your doorstep.
My order's tracking status has been 'in transit' for a while now. What's going on?
For international shipments, to keep costs low while still providing trackable service, we use a method where the package is transferred to your destination country and then delivered by a local courier from there. If the status remains 'in transit,' it typically means your package is still en route to the destination country. It needs to go through steps like customs clearance before the final leg of the journey updates. This process usually takes 7-10 business days. Rest assured, we continuously monitor the tracking of each package and will address any issues promptly should they arise. If you have further concerns, please don't hesitate to contact us.
My order shows as delivered, but I haven't received it. What should I do?
Sometimes, carriers may mark an order as delivered a bit prematurely. If you still haven't received your package 24 hours after it's been marked as delivered, please contact us immediately, and we'll get to the bottom of it right away! In the meantime, it's also a good idea to double-check that the delivery address you provided is correct. We're here to help ensure you receive your order without any hassle.
Can I change my order information after placing it?
If your order has not yet been shipped, we can certainly help you make changes to it. However, if it has already been dispatched, any modifications would require an additional fee to arrange for redelivery. We strongly encourage you to double-check your address and order details to ensure accuracy and timely delivery. If you need to make changes, please contact us as soon as possible.
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Products
I want to buy a gift for my child and I'm very concerned about product quality and environmental safety. Could your products be harmful to health?
Absolutely not! Our products are made from natural materials sourced directly from nature. They are hand-collected and crafted without any chemical dyes, making them 100% environmentally friendly and recyclable. You can rest assured knowing our products are completely safe for your child and the planet.
Are there any safety concerns with using your lamps?
Our lamps are designed with safety in mind. They use low voltage electricity, which doesn't produce much heat, allowing them to be used safely for extended periods without any risk.
What types of plugs can be used with your lamps?
Our lamps are compatible with standard plugs that have an output current of less than 2A, commonly available on the market. We also offer adapters for American, British, and European standards. Moreover, if your power bank's output is under 2A, our lamps can easily be used outdoors as well.
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Shippings
Do you ship internationally?
Absolutely, we can ship your favorites all around the globe! Please note that while we handle the shipping, you may be responsible for any local taxes or customs duties that may apply in your country. We recommend checking with your local customs office for specific details so there are no surprises. Happy shopping!
How long will it take to receive my package?
We're as excited as you are for you to receive your items! Once your order has been processed, shipping times generally range from 7 to 15 working days, depending on your destination. Please note that during holidays, high volume periods, or customs delays, delivery times might be extended. You can always track your shipment, and rest assured, we keep a close eye on all shipments. Should there be any delays or issues, we'll let you know right away so you're always in the loop!
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Promotions & Payments
Do you offer any promotions, coupons, or discounts?
Absolutely! We love treating our community to special deals. Be sure to join us as a member, and you'll receive special coupons and promotions periodically. Don’t miss out on these fantastic opportunities to save while supporting eco-friendly products!
Why isn't my promo code working?
Our apologies for the inconvenience! Please note that our promo codes cannot be stacked or combined with other offers. Make sure to check your email regularly for the latest coupons we've sent out, and use them individually to get the best deals on our eco-friendly products. If you continue to experience issues, don't hesitate to contact us for assistance.
What payment methods do you accept?
To make your checkout as convenient as possible, we accept a variety of payment methods including PayPal, credit cards, and Shop Pay. Rest assured, we do not store any personal information from our customers. Feel free to choose the payment method that works best for you!
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Personalized items
I've placed an order but entered the wrong customization details. Can I change them?
Absolutely, we understand that mistakes happen! For personalized gifts, we start crafting them almost immediately after your order is placed to ensure quick delivery. So, if you spot an error with your customization details or recipient address, please let us know within three hours of your order. Just give us a shout, and we'll do everything we can to make it right. If it's been longer than that, the item may already be made, and changes might not be possible, but we'll still try to find a solution for you!
How long does it take for personalized products to ship?
The timeline for personalized products to ship really depends on what you're customizing and the specific details of your request. Let’s break it down:
Lamps: If you're adding a simple engraving or design to an existing lamp, it usually takes about 3 days, depending on the complexity of the design. For completely custom designs, like custom colors or patterns that start from scratch with paper, timing can depend on local weather conditions and the availability of seasonal flowers. Feel free to reach out to us for a more accurate estimate based on current conditions.
3D Lamps: Since our artists hand-paint the 3D effects, it typically takes about a week to complete the artwork. Adding in the time to actually make the lamp, you're looking at around two weeks in total.
Shell and Crystal Frames: For personalized frames like those made with shells or crystals, it generally takes about 5 days.
No matter what you choose, we promise to keep you updated every step of the way and get your personalized items to you as quickly as possible!
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Gifts & Gift cards
Can I include a personal note with a digital gift card I'm buying to a friend?
Absolutely! Sometimes letting your friend choose their gift is the best gift of all. You can add your personal message in the 'Personalize' box on the gift card purchase page. We'll make sure to include your warm wishes along with the digital gift card when we send it to your friend. Just make sure you provide the correct email address for your friend to ensure they receive your thoughtful gift right away!
I've placed an order for a gift card but forgot to add a note. What can I do?
No worries at all! Please contact us within three hours of placing your order. Just send the note you wanted to include to our team, and we’ll make sure to add it to your gift card before sending it out. We're here to ensure your gift carries your personal touch!
This is a gift. Will there be a price tag included?
Rest assured, there will be no price tags included with your gift. We want your surprise to be filled with delight and your love, not numbers. We ensure that every gift is sent with just the joy and thoughtfulness you intended.