FAQs
How can I contact LightWell?
You can email us at support@lightwell.store, where our customer service team will be happy to assist you with any questions or concerns!
Do you ship worldwide?
Yes! We proudly ship our products to customers across the globe.
Where do you ship from?
We ship directly from our international fulfilment centre in Hong Kong to ensure smooth and efficient global delivery.
Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. Requests made after this period will not be accepted. You can return your order for a full refund once it’s received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard), Net-Banking, and more.
When will my order be processed?
All orders are handled and shipped from our Hong Kong warehouse. Please allow extra time for processing during holidays or sales. Orders are processed between Monday and Friday, typically within 1–3 business days of your order date, and shipped the next business day after processing.
How long will it take to receive my order?
Due to high demand and international logistics, delivery may take between 2–4 weeks depending on your location.
What if I don't receive my order?
If your order doesn’t arrive within 30 days after shipping, you are eligible for a full refund — no questions asked.
Will I be charged with customs and taxes?
The prices displayed on our website are tax-free in USD. You may be responsible for duties, taxes, or import fees once your order arrives in your country. These charges are determined by your local customs office. For more information, please contact your local customs authority.
How do I return an item?
Please reach out to our team at support@lightwell.store with your order details, and we’ll guide you through the return process.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us immediately if you’ve received an item that’s defective, incorrect, or damaged. Include your order number and clear photos of the issue, and we’ll resolve it as quickly as possible.
When will I receive my refund?
Refunds are processed back to your original payment method. For credit/debit cards, the amount is typically reflected within 7–10 business days after we receive the returned item or approve the cancellation. If you haven’t seen the refund yet, please contact your bank or card provider for updates.