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FAQ
Find quick answers to the most common questions here.
Common purchase queries answered
Orders and Shipping
Orders are usually processed within 1–3 business days. Shipping time depends on your location, typically between 7–15 business days. Once shipped, you will receive a tracking link via email.
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If your order has not been shipped yet, you can request an address change by contacting our support team with your order number.
If the order has already been shipped, please still reach out to us via support ticket or our contact form — we will contact the shipping carrier on your behalf and do our best to update the address or redirect the package whenever possible.
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Because this is a personalized product, you will receive email updates at every stage of the process — including design preparation, preview approval, production, and shipping.
After your order is shipped, you will also receive a tracking link via email. If you placed your order with a customer account, you can access your tracking information anytime from the order details page under My Account → Orders.
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Once your return is received and inspected, refunds are processed within 3–7 business days. Your bank or payment provider may require additional time to complete the transaction.
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After your refund is processed, you will receive an email confirmation. You can also check your refund status through your payment provider or by contacting support with your order number.
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If you need to request a return
Returns and Exchanges
For our Shadow Frame – Custom product, returns and refunds are not accepted once the item has been shipped or a tracking number has been generated.
Before the order reaches the shipping stage, a partial refund will be issued based on the amount of work already completed. We will clearly inform you of the production stage your order is in and the exact deduction that will be applied.
For non-custom products such as replacement light heads, our standard return policy applies.
If any item arrives damaged, defective, or incorrect, we offer free replacements. Please contact our support team within 48 hours of delivery with your order number and photos of the issue.
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