Verzendbeleid
Where are the items located?
Our inventory is strategically distributed across numerous warehouses and suppliers worldwide, encompassing Mainland China, Taiwan, Hong Kong, Germany, and the United States. This extensive network allows us to efficiently manage our stock and fulfill orders based on distinct inventory plans tailored to each customer. By leveraging these global resources, we ensure that packages are transported to customers with precision, optimizing delivery times and enhancing overall service quality.
When will the package be shipped?
Rest assured, your packages are dispatched promptly within 2-3 business days from the time of your order. Once your shipment is on its way, you will receive an email containing comprehensive tracking information to keep you informed about its journey.
In the event that you don't find the email in your primary inbox, we recommend checking your junk or spam folder, as occasionally it may be redirected there. Should you still encounter difficulty locating the email, it's possible that it might have been rejected by your email system. In such cases, please reach out to us directly, and our customer support team will be more than happy to assist you. Your satisfaction is our priority, and we are committed to ensuring a seamless and transparent shipping experience for you.
How to ship the item
How you ship your package is up to you, we offer standard shipping and express shipping options:
What is standard shipping
Standard shipping is free home delivery, for standard shipping we use ocean shipping + local UPS delivery. Orders using standard shipping typically arrive within 4-6 weeks. You do not need to pay any additional fees for standard shipping, all orders can be shipped using standard shipping to our supported shipping destinations, (excluding second delivery failed shipping and return fees).
We do not ship to PO Boxes/APO/FPO addresses. Due to the nature of our business, items may arrive in multiple packages.
Some products are made-to-order, please reference individual product pages for production/shipping lead times on made to order items.
What is fast shipping
Fast Shipping Usually we use China Post Airline, EMS, UPS, FedEx or DHL to ship the items, the express usually arrives within 2-4 weeks, and the fastest can receive your items within 7-10 working days.
Note that you pay for express shipping excluding customs duties. Payment of duties and customs charges is your responsibility and we are not responsible for these charges.
Expedited shipping rates vary based on the shipping option you choose, as well as the weight, dimensions, destination and other factors of your order. You can check the exact shipping cost at checkout.
If the package does not arrive on time, please contact us.
Who pays import duties and VAT?
In most cases our parcels pass through customs without paying VAT. But in some cases, especially for large orders, we may need to provide more information to the customs, and need to cooperate with buyers to provide documents. Note that each destination country has a different import tax threshold on the value of goods that can be imported into that country before import taxes are imposed. Import duties, taxes and charges are not included in item prices or shipping charges. These charges are the buyer's responsibility.
Due to current U.S. tariff policies, shipping fees will apply for products exported to the United States. The exact cost will be displayed at checkout. For Australian customers, according to Australian customs regulations, orders below 1,000 Australian dollars are exempt from taxation. If your order exceeds 1,000 Australian dollars, we recommend placing multiple smaller orders to avoid additional charges. For customers in other countries or regions, please contact our support team to verify whether taxes are applicable. While we do not charge any consumption tax directly, all applicable consumption taxes will be the responsibility of the buyer.
Cancel order,
If you regret your purchase and want to cancel your order, please apply within 48 hours. If it exceeds 48 hours, we may not be able to cancel your order. If you do not receive the shipped email/notification, please contact us, we do not guarantee that we will be able to cancel the order.
Incorrect address.
Please make sure the shipping address is correct when placing your order. We are not responsible for lost or misdelivered packages and related costs due to you providing an incorrect address.
Change of address.
After the package is shipped, we cannot guarantee that the address modification will be successful. If a change of address is required, in any case the carrier will charge us a change of address fee, and if the new address is not in the vicinity of the wrong address, the carrier will charge us an additional re-delivery fee.
If you ask us to make a change, we will send you an invoice to cover the additional cost of the change of address so we can break even.
We appreciate your understanding that while we do our best to cover the cost of any mistakes made by ourselves, we cannot cover the cost of mistakes that are beyond our control.
How can I track my order?
You can contact us by email or contact us page, and we will reply the detailed track of your package by email.
International Transport
At present, we deliver to the following countries: United States, United Kingdom, France, Spain, Germany, Luxembourg, Canada, Italy, Poland, Belgium, Austria, Portugal, Netherlands, Denmark, Finland, Norway, Switzerland, Sweden, Australia, Greece, Cyprus, Croatia, Turkey, Czech Republic, Hungary , Romania, Croatia, Slovenia, Ireland, Estonia, Cambodia, Hong Kong, Israel, Indonesia, Kazakhstan,
We do not ship to PO Boxes/APO/FPO addresses. Due to the nature of our business, items may arrive in multiple packages.
Some products are made-to-order, please reference individual product pages for production/shipping lead times on made to order items.
Changes to estimated delivery date.
We, or our delivery partner(s), will notify you of reasonable changes to the estimated delivery date where events outside of our or our delivery partner’s control delay or prevent delivery from taking place at the original estimated date and/or time. Delivery of the Products will take place when we deliver them to the address that you gave to us. If we cannot deliver your Products within 90 days, we will:
let you know; cancel your order; and give you a refund.
if you need faster shipping service, please contact our customer service team in advance.
If you belong to the European Union, Canada and the United States, we will ship by UPS, Door to door, and you do not need to pay any import duties. (Our shipping partner will pay your import duties)
This service is limited to selection: standard shipping channels
Special attention: Please choose standard shipping channels for Britain, Belgium, Poland, Spain, Germany, Luxembourg, Austria, Sweden, Hungary, otherwise the customs may impose expensive import duties.
Rejected, lost, stolen and misdirected packages.
If there is no signature requirement, our shipping partners (Postal parcels or EMS) will make their own determination as to whether an area is safe to drop off a package.
If there is a signature request, they try to get a signature from the address or someone nearby. If they are unable to obtain a signature, they may leave a follow-up message with further instructions. Check your package tracking information for details on the most recent delivery attempt.
If your package is returned to the place of origin due to loss, theft, mis delivery, etc., we will provide re-shipment service. Reshipping is a paid service and you will be charged a shipping fee based on the package size and weight of your order.
If a package/item is damaged or lost in transit, we will send you a new order for free.
If a package is marked as "delivered" but can't be found, it's likely that the package is nearby or may still be on the delivery truck and not lost. Possibly the package will arrive the next day. If you still haven't found your package, please contact us and we will assist you to find your package.
In order to be considered for an exchange or refund, you must request tracking to confirm that the package was lost, and all tracking must be completed within 7 days of delivery. Because outside of this window, we cannot file a damage claim with our carrier to recover the cost of lost or stolen items.
Shipping failed.
Once the package arrives locally, it will be delivered once free of charge by the local carrier partner, but if the package cannot be delivered (such as unable to obtain a receipt, wrong address, etc.), the shipping partner will stop the delivery and stop the package at the local facility before returning the package to us 2-5 days. When this happens, the courier will charge us again for returning the package. We are not responsible for any costs associated with returned or not received items.
If this happens, we will contact you again to arrange delivery. If you would like to resend the package, we will email an invoice stating the return fee and reshipment fee charged to the sender by the shipping partner. Or, if you no longer need the package, we will refund you less a 30% restocking fee to cover any lost shipping and packaging costs.
We must hear from you within 30 days of the item being returned to us in order to reship it or receive a refund.
We do not ship to the following countries / regions:
Afghanistan, Armenia, Azerbaijan, Bangladesh, Bhutan, Cambodia, Georgia, India, Indonesia, Hong Kong, Iraq, Israel, Jordan, Kazakhstan, Kuwait, Kyrgyzstan, Laos, Lebanon, Mongolia, Nepal, Oman, Pakistan, Philippines, Sri Lanka, Tajikistan, Turkey, Turkmenistan, Uzbekistan, Vietnam, Yemen, American Samoa, Cook Island, French Polynesia, Guam, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Palau, Papua New Guinea, Solomon Island, Tonga, Tuvalu, Vanuatu, Wallis and Futuna, Western Samoa, Albania, Bosnia and Herzegovina, Montenegro, Serbia, San Marino.
If your country is not listed please email us support@mooiehome.com and ask for shipping rate to your specific country.
All African Countries
All South American Countries.
If you are in the above countries, you still want to buy lamps.
Please contact our customer service: support@mooiehome.com, we will calculate the transportation cost for you separately.
Phone: +86 177 2410 2714
Tel:+1 805 666 1686
Email: support@mooiehome.com
Factory address: No. 6, Eighth Road, West Bank South Road, Guzhen Zhongshan, 528421 Guangdong, China.
Office address: 1520 Caton center Dr. Suite L-M, Baltimore MD 21227 USA
