Frequently Asked Questions
What payment methods do you accept?
We support the following payment methods:
- Visa
- Mastercard
- Maestro
- Amex
If you encounter any issues or have questions about your payment, please don't hesitate to contact our support team.
How quickly will I receive a response to my inquiry?
We process messages and emails in the order they are received and aim to respond as quickly as possible, typically within 1 to 2 business days.
Can I change my delivery address after placing an order?
Once your order has been placed, it is usually packed and shipped within 1-2 business days. If you need to change your delivery address, please contact us immediately with your name and order number. While we cannot guarantee changes after shipment, we will do our best to assist you.
What is the processing time for my order?
Orders are processed within 1-2 business days, depending on the level of demand.
What are the shipping details?
Our warehouse ships orders Monday through Friday, excluding official holidays. After placing an order, it takes 1-2 business days to prepare it, with an estimated delivery time of 5-7 business days.
Out of stock or backordered items?
If items are out of stock, we will notify you by email with the expected shipping date. If the delay exceeds two weeks, we will automatically process a refund for the affected items.
What if my delivery address is incorrect?
If you notice that your delivery address is incorrect, please contact us immediately via email with your name and order number. We will try to make the correction before the package is shipped, but changes cannot be guaranteed once the package has left our warehouse.
Did you receive a damaged item?
We apologize if your order arrives damaged. Please contact us with your name and order number so we can assist you.
Where can I track my order?
To track your order, you can visit the 'Track your order' page in our main menu or footer menu and enter your tracking number. For further assistance, you can email us at info@lightshaven.com
Is your tracking number not working?
Tracking numbers may only be valid for domestic shipments. If your tracking number isn't working, please contact us at info@lightshaven.com so we can check on your shipment.
Missing or damaged items in your order?
If items are missing or damaged in your order, please contact us immediately so we can resolve the issue. We offer a 30-day return period from the date of delivery, so please reach out within this timeframe via the 'Contact us' page or by emailing us at info@lightshaven.com
Return conditions?
Items must be returned in their original condition and packaging, unused.
Return shipping costs?
For defective products, we cover the return shipping costs. For other returns, including complaints, the return shipping costs are your responsibility.
Any more questions? Feel free to contact us
E-mail: info@lightshaven.com
Phone: +44 7878 797168
Address: Kleine Hoorn 18, Marum, Groningen, 9363 EW, Netherlands
Customer Service: Our customer service is available from 9:00 AM to 5:00 PM (Monday to Friday).
Response Time: Customer service responds within 24/48 hours during business days.