Delivery and returns.
Nothing is made until you order it, so the first few days are printing rather than posting. Here is exactly what that means.
- Made
- To order, in Malaysia. Nothing is warehoused.
- Despatch
- 3–5 working days. Order today and it ships by Thu 1 Oct.
- Delivery
- Worldwide. Free over RM300.00; below that it is calculated at checkout on where it is going.
- Duties
- Prepaid. Import duty and tax are settled before it leaves, so nothing is owed at your door.
- Returns
- 30 days from delivery, unused and in its packaging.
- Damage
- Replaced, not refunded, unless you would rather have the money.
Why the wait is the product.
A shade takes between one and three hours on the machine, and it is started after you buy it rather than pulled off a shelf. Those few days are the reason the range can be short, the reason a design nobody has bought yet still gets made, and the reason nothing is sitting in a box unsold.
The details
If something arrives damaged
Photograph it in the packaging before you unpack any further, and send the pictures with your order number. A replacement is printed and sent; you do not need to return the broken one unless we ask. Couriers are hard on a hollow object and this is not treated as your fault.
Returning something you simply did not like
Thirty days from the day it arrives, unused and in its packaging. Tell us before sending it back so we know it is coming. Return postage is yours unless the piece was faulty or wrongly described.
What "printed to order" means for a return
It means yours was made for you, so a return costs real machine time and material. That is why the range is short and photographed lit and unlit, and why every colour says what it does to the light: so the piece that arrives is the piece you expected. Buy carefully and the policy rarely matters.
Slight differences between pieces
Colour and texture vary very slightly from one shade to the next, because each is printed rather than moulded. That is not a fault and is not grounds for return — it is the difference between a piece and a copy of a piece.
Bulbs and safety
LED only, 6 W or less. PLA softens near 60 °C, so an incandescent or halogen bulb will distort the shade. Damage caused by the wrong bulb is not covered, which is why a complete lamp ships with the right one.
Anything not answered here — ask. Get in touch →