Shipping Policy

Shipping

Free shipping on all orders. No minimum purchase.

This approach is suitable for orders placed in the United Kingdom. This strategy is designed to ensure that you are well aware of our transportation strategies and systems. By making a purchase from this store, you agree to the following strategies.

1. Deliverable area:

We ship to the following countries/regions: the United Kingdom.

2. Order Delivery Time

Daily order cut-off time:
12:00 am London time (GMT). After this cut-off time, we will not process any orders received on the same day.

Order delivery time is divided into two parts

(1) Order processing time:

Approximately 3-5 working days. This is the time from when the customer places the order to when we process the order and deliver it to the delivery service. Normally, the order will be shipped within 3-5 working days after confirmation/payment. Orders placed on weekends or holidays may be delayed. Our warehouse only operates during standard business hours from Monday to Friday, excluding holidays. In these cases, we will take measures to ensure that shipping delays are minimized.

(2) Delivery time:

Approximately 7-14 working days.

Total delivery time:

Usually, the total delivery time is 10-19 working days. Delivery time may be delayed due to unexpected circumstances such as customs inspections, bad weather, strikes, etc.

3. Tracking

Once your order has been shipped, we will send you an e-mail notification.

If your order has just been sent out, please wait 3-5 business days for the updated tracking information.
If your order is already in transit, but has had no update for several days, usually it will be updated until the parcel reaches the next shipping station (may need 3-7 business days). Please kindly wait for updates.
If you still have concerns about the status of your parcel, please contact our customer support team by emailing us at contact@neutralighting.co.uk.

4. Address Change:

Once the package is on its way, we are unable to change the delivery address. If you need to change the delivery location of your order, please contact us at contact@neutralighting.co.uk or online chatbot within 24 hours of placing your order.

5. Delivery Time Exceeded

Delivery time may experience delays due to unexpected situations, like customs inspection, severe weather, strikes, etc. If your order is delayed, please contact us via email at contact@neutralighting.co.uk within 24 hours of placing your order. We will check the situation with the transportation company on time. Thanks for your understanding and support.

6. Order Cancellations

All orders placed on our website may be canceled before they are shipped. If you contact us on time, we will refund the full payment to your payment procedure.

7. About Tax

There will be no more charges once you have placed your order successfully. In some cases, there may be VAT or other taxes, customs duties, or fees levied by your destination country. However, based on our experience, such a situation is very rare.

If you receive a tax notice from customs, please pay the tax first and then contact our customer service at contact@neutralighting.co.uk with the payment receipt and we will refund the tax to you.

If you still have some concerns about the tax, you can learn some information about your local customs policy. We are more than willing to help if there is anything we can do.

However, for orders already in transit or have been processed, we regret that we can not cancel these orders.

8. Missing Items

We apologize if an order gets stuck at customs, sent back, or even lost during the delivery process! Please contact our support team at contact@neutralighting.co.uk to enquire if you would like either a refund or a replacement for your order.