FAQ's

We can help you change your shipping address or product size BEFORE your order is shipped. Once your package has shipped, we are unable to make changes.

Please contact our Customer Service Team at support@deniselamp.com.

We will do our best to assist you.

Yes. Order cancellations are subject to the following conditions:

1. You may cancel your order within 24 hours of receiving your order confirmation, provided that your order has not yet entered production. If production has not started, you will receive a full refund.
2. If production has already started, your cancellation may be subject to deductions for costs that have already been incurred. The specific amount will depend on the current production status.
3. Once the product has left our warehouse, the order can no longer be canceled. After receiving the package, you may request a return in accordance with our 30-Day Return Policy.

To request a cancellation, please contact our Customer Service Team at support@deniselamp.com.

Your order may be shipped in multiple packages for the following reasons:

1. Items are stored in different warehouses.
2. Different items require additional preparation time.
3. Customs or courier weight restrictions.

You will receive an email notification when each package is shipped.

• Processing Time: Your order will be prepared, inspected through our quality-control process, and carefully packaged before shipment. Processing times vary according to our current Shipping Policy.
• Shipping Time: Shipping times vary depending on the shipping method selected. Please refer to our Shipping Policy for the latest estimated delivery times.

Please note that processing time and shipping time are separate.

Your package may have been delivered to your mailbox, another safe location, or accepted by a neighbor.

We recommend checking your mailbox and nearby delivery areas and asking your neighbors first. You can also contact the shipping company using your tracking number to confirm the delivery details.

If you still cannot locate your package, please contact our Customer Service Team at support@deniselamp.com.

If you have received a tracking number, your package has been shipped from our warehouse. However, tracking information may not appear immediately.

After leaving our warehouse, the package may need to reach the shipping company's processing center before it is scanned into their system. Once the package has been scanned, the tracking information will begin to update.

It may take 3–5 days for tracking information to appear or show activity after your order has shipped from our warehouse.

Please allow some time for the courier to update the latest tracking information after the package reaches the next shipping station.

If you would like to return an eligible item for a refund, please contact our Customer Service Team at support@deniselamp.com before sending anything back.

Our team will review your request and provide the return address and instructions if your return is approved.

Please do not send a return before receiving return authorization and instructions from our team.

For complete eligibility requirements and return procedures, please refer to our Refund & Return Policy.

Eligible returns may receive a full refund in accordance with our Refund & Return Policy.

If the return is due to our error, such as receiving the wrong item or a product quality issue, we will provide a full refund, including the applicable return shipping cost.

If the return is for a customer-related reason, such as not liking the product, ordering the wrong item or size, or providing an incorrect or incomplete address, the customer is responsible for the return shipping cost and the original outbound shipping cost incurred.

Coupon codes and points will not be refunded as monetary value.

Please inspect your order as soon as you receive it.

If any part is damaged during shipping or you discover a defect during installation, please contact our Customer Service Team with:

1. Your order number
2. Photos or videos clearly showing the issue
3. A description of the problem

For parts damaged during shipping or defects discovered during installation, we will provide a replacement for the affected part free of charge.

If the damage was caused by a third party, such as during shipping, or by the customer's own actions, please contact our Customer Service Team so we can review the specific situation and determine the appropriate solution.

Yes, eligible items may be returned if all of the following conditions are met:

1. The product is not custom-made according to your specific requirements.
2. The return request is submitted within 30 days of receiving the package.
3. The product is returned in its original packaging.
4. The product is new, unused, and has not been installed.
5. If the package contains crystals, the crystals must be properly wrapped and protected.

Please contact our Customer Service Team before sending the product back.

Products that have been damaged or lost by the customer cannot be returned.

All returned products are subject to inspection to confirm that they meet the applicable return requirements.

The fastest way to exchange an item is to return the original item in accordance with our return policy.

Once your return has been accepted, you can place a separate order for the new item.

We're sorry if there is an issue with your refund.

Please contact our Customer Service Team at support@deniselamp.com, and we will review the issue and assist you as soon as possible.

Once your returned item has been received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be issued to your original payment method within 5–7 business days.

If you do not receive the refund within this timeframe:

1. Check with your bank.
2. Contact your credit card company or payment provider.
3. If you still have not received the refund, please contact us at support@deniselamp.com.

You can unsubscribe by clicking the Unsubscribe button at the bottom of any email we send and following the instructions.

You can also contact our Customer Service Team at support@deniselamp.com, and we will assist you with your request.

Yes. We respect your privacy and keep your personal information confidential.

When you use our website, we may collect information such as your name, phone number, postal code, and address when you provide it to us.

We may also use cookies and similar technologies to help recognize your device or IP address, improve your browsing experience, and provide faster access to our website.

You can restrict or manage the use of cookies through your browser settings. Please note that restricting cookies may affect certain features or your access to parts of our website.

We do not use your personal information carelessly or for purposes unrelated to providing and improving our services.