Shipping Policy
Please read below for all details related to shipping, returns, refunds, exchanges, and other useful information. Please contact us at alostoura001@gmail.com if you have any questions.
Where are items located?
All packages are shipped from China
What is your lead time?
Orders from the US typically arrive within 2 weeks, while orders from other countries typically take 2-4 weeks to arrive.
We, or our delivery partner(s), will notify you of reasonable changes to the estimated delivery date where events outside of our or our delivery partner’s control delay or prevent delivery from taking place at the original estimated date and/or time. Delivery of the Products will take place when we deliver them to the address that you gave to us. If we cannot deliver your Products within 90 days, we will:
a) let you know.
b) cancel your order.
c) give you a refund.
I need an item by a certain date!
Though we try our best to accommodate deadlines, we cannot guarantee arrivals by a certain date. As soon as the parcel leaves our doors, it is in full discretion with the courier company to deliver your order timely. We ask that you purchase well ahead of your deadline to avoid any unexpected delays.
We can offer to expedite the shipment with DHL or Fedex. Please obtain a quote from us before you order. many cases, if the order is expedited, it can be received within 7-12 days at the earliest.
If the order did not arrive by a certain date, we cannot refund an order while it is in transit. The order will need to be returned to us in order to process a refund.
How much does shipping cost?
All our packages are free shipping, if you need faster shipping service, please contact our customer service team in advance.
Incorrect Address or Address Change
Please ensure the shipping address is correct when placing an order. We are not responsible for lost or misdelivered packages or costs associated with an incorrectly provided address. We cannot guarantee the successful modification of the address.If it is necessary to change an address, in every case Postal parcel or EMS will charge us a change address fee and, if the new address is not near the incorrect address, Postal parcel or EMS will charge us also for the additional redelivery cost.
If you request we contact Postal parcel or EMS on your behalf to request the change, then we will send an invoice to you to pay the additional costs at the time of the change. If you make the change on your own and Postal parcel or EMS bills us separately, we will send you an invoice for that amount so that we break even. While the invoice will be charged by us, ultimately, we send the full amount to Postal parcel or EMS on your behalf. We very much appreciate your understanding that while we do our best to assume costs for any of our own mistakes, we are not able to assume the cost for mistakes outside our control.
Lost, Stolen, and Misdelivered Packages
If there is no signature requirement, Postal parcel or EMS will determine at their own discretion if an area is secure to leave a package. If there is a signature requirement, they will attempt to obtain a signature from someone at the address or nearby. If they aren’t able to obtain the signature, they may leave a door tag with further instructions. Check your tracking info for details on the latest delivery attempts.
If the package is returned to the place of shipment due to Lost, Stolen, and Misdelivered Packages, we will provide re-shipment service.
Re-delivery is a paid service (we will charge your cost of shipping depending on the package size and weight of different lamps).
If the lamp is damaged or lost due to shipping, we will send you a new lamp for free.
If a package is marked as “delivered” but cannot be located, it is likely the package is nearby or may still be on a delivery truck and is not yet lost. Typically the package will be delivered the next day. If the package still cannot be found, it is your responsibility to contact Postal parcel or EMS and request a “trace” to locate the package(s). In order to be considered for a replacement or refund, you must request a trace to confirm the package is lost, and all traces must be made within 7 days of delivery. Outside this window, we are no longer able to file a loss claim with Postal parcel or EMS to recover the cost of the lost or stolen item.
Failure to Receive Delivery
If you are not able to receive a package, You can contact your country express post.
Postal parcel or EMS will attempt to deliver a package 1 time, but if the package is undeliverable (e.g. no signature can be obtained, wrong address, etc.) then FedEx will hold the package at a local facility for a short time before they return the package to us. When this happens, FedEx charges us a 2nd time to return the package. We are not responsible for costs related to items returned due to failure to receive delivery.
If this happens, we will contact you to arrange delivery again. If you would like to have the package reshipped, we will email an invoice for the cost FedEx charged to return to sender in addition to the cost to ship it again. Alternatively, if you no longer want the package, then a refund will be issued minus 30% restocking fee to cover all lost shipping and packaging costs. We must receive a response from you within 30 days of an item being sent back to us in order to have the item shipped again or to receive a refund.
United States and Canada
Free shipping for any order.
in 7-15 days American customers from date of order. (Shipping time with UPS. Door to door You do not need to pay import duties)
in 10-21 days Canadian customers from date of order.
Asia: Japan, Singapore, Vietnam, Thailand, Malaysia, United Arab Emirates, Saudi Arabia, India, Bangladesh
Free shipping for any order.
Shipping time with China Post Air Parcel 15-35 days or EMS 10-30 days.
United Arab Emirates (China-Middle East air or sea express line express 10-20 days).
Australia and New zealand
Free shipping for any order.
Shipping time with China Post Air Parcel 25-50 days or EMS 15-25 days.
Europe: Netherlands, Germany, UK, Italy, France, Belgium, Sweden, Denmark, Switzerland, Finland
Free shipping for any order.
Shipping time with Royal Mail Or UPS. Orders are typically received in 20-45 days from date of order.
Shipping time with China Post Air Parcel 25-50 days or EMS 20-35 days.
Other countries: Mexico, Brazil, South Africa
Free shipping for any order.
Shipping time with China Post Air Parcel 25-60 days or EMS 20-45 days.
If your country is not listed please email us alostoura001@gmail.com and ask for shipping rate to your specific country.
Who pays the import Tax and VAT?
In most cases, our parcels pass through customs without VAT payable. However, in certain circumstances especially on larger orders, we may need to provide more information to customs and need to cooperate with buyer to provide paper work. Please be aware that each destination country has different import tax threshold on the value of goods that can be imported into the country before import tax is chargeable. Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer’s responsibility.
Contact us
Address: SAMA ALOSTOURA BUILDING CONTRACTING L.L.C
ALOSTOURA TRADING -FZCO
Email: alostoura001@gmail.com
Phone: +971-555580263
Hours: Monday to Saturday, 9 am to 9 pm
Email: alostoura001@gmail.com