Frequently asked questions
1. What are the standard shipping times?
Shipping typically takes 5–15 business days from the date of dispatch, depending on the destination region. We strive to send orders out as quickly as possible!
2. How do I track my order, and what should I do in case of a delay?
You will receive a tracking number within 1–3 days after dispatch. Tracking is available on our "Track Order" page. If the order has not arrived within 15 business days, please contact us to initiate a search or a full refund.
3. What is the shipping cost, and are there any customs fees?
Shipping costs are **variable** and calculated at checkout based on the services provided by our fulfillment partner (Printful).
- Calculation Method: The shipping fee is determined by the destination, the type of product, and the number of items in the order.
- Multiple Items: Our fulfillment partner charges a full price for the first item and a lower, discounted rate for each additional item in the same order.
- Final Cost: The final shipping cost will be clearly displayed during the checkout process before you confirm your payment.
4. Can I change or cancel my order/address after payment?
You can change or cancel your order only within 12 hours of placing it, before it has been transferred to the supplier. If you entered the wrong address, contact us immediately so we can attempt to make corrections before dispatch.
5. What is your return policy, and how long do I have to return an item?
We offer a 14-day period for returning an item from the date of receipt. The item must be unused and in its original packaging. To start the process, please email us at info@lightassociate.store.
6. When will I receive a Refund?
After receiving and inspecting the returned item, the refund will be processed within 5–10 business days and automatically credited back to your original payment method.
7. What should I do if the item arrived damaged or faulty?
If your item arrived damaged (due to manufacturing defect or shipping), please contact us immediately at [info@lightassociate.store] within 30 days of delivery.
To process your claim efficiently, please include the following in your email:
- Your Order Number.
- A clear photo of the defect or damage.
We will review your claim and arrange for a free replacement or a full refund, as detailed in our [Refund Policy]. Please note that we do not accept returns for sizing issues or buyer’s remorse, as all items are Made-to-Order.
8. What payment methods do you accept?
We accept payments through the Stripe payment system, including Visa and MasterCard, as well as Apple Pay, Google Pay, and PayPal.
9. How do you guarantee quality, and is there a warranty?
Quality Control and Warranty
We operate on a Made-to-Order model: every item is created specifically for you after your order is placed. We partner only with verified suppliers who guarantee the quality of print and materials.
Control: Every item undergoes quality inspection at the production facility before being shipped.
Warranty: We provide a warranty exclusively for manufacturing defects and damage sustained during shipping. The terms for warranty service, exchange, and return (timelines and rules) are detailed in our [Refund Policy].
10. How can I contact you, and how quickly do you respond?
The best way to contact us is via email at info@lightassociate.store. We strive to respond to all inquiries within 12–24 hours on business days.
