Shipping & Return

We aim to provide a reliable and efficient shopping experience for all customers. Please read this Shipping & Return Policy carefully before placing an order.

Where We Ship From

Orders are processed and dispatched from our available fulfilment and shipping facilities. Depending on product availability and the delivery destination, orders may be shipped from different locations.

Countries We Ship To

We offer shipping to a range of international destinations. Availability may vary depending on the customer’s location and applicable delivery restrictions.

If shipping is available for your address, the available options will generally be shown during checkout.

Order Processing

Orders are generally processed within 1–3 business days after payment confirmation.

Orders placed on weekends or public holidays will be processed on the next available business day.

During busy periods, sales, holidays, or other high-volume periods, processing times may be longer.

Shipping & Delivery Times

Delivery times vary depending on the destination and selected shipping method.

Estimated delivery times are:

• United Kingdom: 2–5 business days

• United States: 3–6 business days

• Europe: 5–12 business days

• Canada: 7–15 business days

• Australia & New Zealand: 8–18 business days

• Other international destinations: 12–26 business days

These delivery times are estimates provided for guidance only and are not guaranteed. Actual delivery times may vary due to courier delays, customs clearance, weather, public holidays, and other circumstances beyond our control.

Customers are responsible for providing accurate and complete shipping information. Incorrect or incomplete addresses may result in delivery delays, failed deliveries, or additional charges.

Shipping Fees

Shipping fees may vary depending on the delivery destination, order value, package size, weight, and selected shipping method.

Any applicable shipping charges will be displayed during checkout before the order is completed.

Tracking

Once an order has been dispatched, customers may receive a shipping confirmation with tracking information where tracking is available.

Tracking updates are provided by the relevant shipping carrier and may take some time to appear after dispatch.

Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, VAT, or other charges imposed by the destination country.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

Customs duties, taxes, and similar charges are generally non-refundable.

Customs procedures may also result in additional delivery delays.

Delivery & Responsibility

Orders are delivered to the shipping address provided during checkout. Customers are responsible for ensuring that the delivery information is accurate.

If you experience a delivery issue, please contact us with your order details and any available tracking information so we can review the matter.

Returns

Customers may request a return for eligible items within 30 days of receiving their order, subject to the conditions of this policy and applicable law.

To qualify for a return, the item should generally:

• Be unused and in its original condition

• Be free from damage caused after delivery

• Include original packaging where applicable

• Include any original accessories or included items where applicable

Items that do not meet the applicable return conditions may not qualify for a refund.

Non-Returnable Items

The following items may generally not be eligible for return unless defective, incorrect, or otherwise required by applicable law:

• Gift cards

• Personalised or custom-made products

• Items marked as final sale

• Products that have been used, damaged, or altered after delivery

Damaged, Defective or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us promptly with your order number and relevant details.

Supporting photographs or other information may be requested to help us investigate the issue and provide an appropriate resolution.

Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds are generally issued to the original payment method.

Refund processing may take approximately 5–10 business days after an approved return has been received and inspected. The time required for funds to appear in your account may vary depending on your bank or payment provider.

Original shipping charges are generally non-refundable unless the return is due to our error, a defective product, or otherwise required by applicable law.

Return Shipping

Unless the return is the result of our error, an incorrect item, or a defective product, customers may be responsible for return shipping costs.

Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, cancellation may no longer be possible. In such cases, customers may request a return in accordance with this policy and applicable return requirements.

Contact Us

For questions about shipping, delivery, returns, or refunds, please contact us:

Email: info@tranquilight.shop