Delivery Area

We ship worldwide. Free Shipping with no minimum for normal destinations. Exceptions: Norway, Iceland, Cyprus, Lebanon, Puerto Rico, US Alaska and US Hawaii: €100 per product with Fast Shipping (UPS/DHL Express/Fedex) in 5–7 days.

Free Shipping Policy

• We offer free shipping on any order to most countries. （Free Shipping with no minimum for normal destinations; exceptions: Norway, Iceland, Cyprus, Lebanon, Puerto Rico, US Alaska and US Hawaii）

The Shipping Process (in Working Days) Is as Follows:

Delivery times = Process time (order preparation) + Shipping time

• Order preparation

Once your order information received, we will process the order:

(1) Check the stock.

(2) Confirm whether the item in your order needs to be customized.

(3) Check your shipping address.

(4) Reconfirm whether the item in your order is eligible for our Shipping Policy.

(5) If everything is ready, your order will be shipped from our warehouse.

Please make sure you provide a detailed shipping address (Street Number is necessary). Otherwise, our customer service team will inform you of it. This will may delay shipment.

Once your order shipped, we will send you an e-mail containing a tracking number and query website.

Shipping Methods:

(1) Free Shipping (no minimum order value):

• Cost: Free (Free Shipping with no minimum for normal destinations; exceptions: Norway, Iceland, Cyprus, Lebanon, Puerto Rico, US Alaska and US Hawaii)

• Process Time: 1-2 weeks

(2) Fast Shipping: available only to Norway, Iceland, Cyprus, Lebanon, Puerto Rico, US Alaska and US Hawaii:

• Carrier: UPS/DHL Express/Fedex
• Cost: €100 per product
• Process Time: 1-2 weeks
• Shipping Time: 5-7 days

Please note: Fluctuating delivery times depending on flight information for the order time. Other remote countries would require more time. We are constantly improving our service, and we will try our best to find more and better carriers to work with.

For a faster shipping, please contact us at [email protected] 

The delivery time we mentioned is only an estimate and mainly depends on the shipping time.

And the stock levels are indicated on our website based on stock levels that we receive either from our own or the manufacturers warehouse. Stock levels can change quickly. Even though we indicated In stock on our site, it doesn't mean that the product is actually in stock. By the time of order placement, the item may be sold.

Please do not schedule an electrician based on stock levels and delivery time indicated on our site. Only when the item arrives, the electrician should be scheduled.

Tariff

There will be tariffs when the max side length of a parcel is more than 60cm. Generally, this possibility is around 5%. If there is a tariff, we will be responsible for 20% of this amount. In most cases, the amount for customs duties is 0-€20 per piece.

If you are not sure about it, please contact us at [email protected]

Compensation for Late Delivery

If the goods are not delivered on time, we very much regret your delayed receipt of the goods and we will provide you with 10% of the order price of the delayed compensation of the goods. We will do our best to ensure that the goods arrive on time.

Q&A

How soon can I get my order?

• You can check the date you placed your order and refer to the relevant shipping time information.

• You can also track your order. For details, please see “How to track my order?”.

• Generally, your order will be delivered within two months (depending on your shipping address and the product you take). If not, contact our customer service team at [email protected] for updates.

How to track my order?

• You will receive an e-mail containing a tracking number once your order shipped.

• Click this link https://www.17track.net/en and then enter the tracking number.

• You can also contact our customer service team [email protected] for the latest logistics information.

Do you ship to my country?

We ship worldwide. Free Shipping with no minimum for normal destinations. Exceptions: Norway, Iceland, Cyprus, Lebanon, Puerto Rico, US Alaska and US Hawaii: €100 per product with Fast Shipping (UPS/DHL Express/Fedex) in 5–7 days.

Will I be responsible for customs duties? If so, how much do they cost?

• The possibility of tariffs may will exist only when the max side length of a parcel is more than 60 cm. Generally, this possibility is around 5%.

• If you do, we will be responsible for 20% of this amount.

• In the most cases, the amount for customs duties: 0-€20 per piece.

Circumstances Available For Returns And Refunds

The return policy is simple. Within 14 natural days of receiving the item, you may request a return for a refund (excluding our outbound shipping charges), for any unused, in original box and in resalable condition, or related products (excluded in certain cases). Additionally, return refunds may be subject to a restocking fee. Please refer to the Restocking Fee section below for details.

Orders Paid Within 1 Days Support Unconditional Cancellation

• You need to send us the order number and invoice by email, we will reply and refund the order amount within 24 hours.
• Please do not initiate any PayPal cases and credit card chargebacks, we will do our best to help you resolve the issue.

If your order has already been shipped. Orders cannot be canceled. For the forcible cancellation of the order, you need to pay a shipping fee.

Please note:

• The returned products cannot have been installed or modified in any way.
• The returned products must be enclosed in the original box with sufficient packaging material.
• The returned products should be arranged for shipment within 7 natural days of the approval of returns from us.
• Any shipping fee for returns is borne by you, the customer. (except returns of damaged goods). We will not offer any shipping fee for non-damaged products. There will be a color difference and measurement discrepancy due to the hand-made process, resolution ratio of the screen, shooting light and angles. These can not be avoidable. If you mind, please do not make an order. 

The Following Types Of Items And Orders Do Not Qualify For Returns And Refunds 

• light bulbs
• products that are customized for you (i.e. track lighting unless there is a defect).
• We cannot accept returns, exchanges or cancellations of large orders of the same product. (We define large orders as 3 or more of the same product) If you are ordering a large quantity of items, we encourage you to order a sample first to make sure it is what you need.

When returning any item, please be sure to pack the product properly. We recommend that you purchase shipping insurance. We cannot provide a refund for any product received in our warehouse in damaged condition. In such a case, you must file a claim with the shipping company and advise us as to what to do with the damaged product. We will hold your product for 30 natural days since the product is damaged.

Once an order has been shipped that has paid for expedited shipping, shipping costs are non-refundable and the customer is responsible for return shipping costs.

All orders and packages that have been shipped will not be accepted for cancellation. All shipping costs incurred for returns and exchanges are to be borne by the customer. Please confirm that you have received the product in good condition and correct within one week of signing for the parcel.

How To Initiate The Return & Refund

1. To initiate the return process, please send an email to [email protected], clearly stating your situation and specifying the product(s) you would like to return.

2. We will check your email. Once your return application approved, you will receive an email of return approval including the address where the packages should be returned.

3. You need to arrange the return by yourself within 7 natural days since receiving the email of return approval. The shipping cost for returns is borne by you. Please tell us the tracking number and the tracking URL by email after sending off the item you wish to return.

4. Once the returned item received, we will tell you by email whether the returned item is eligible for our Return & Refund Policy. If so, we will issue a refund to you. If not, we reserve the right to refuse to refund you.

Our customer service will respond to your email within 24 hours during business days. During weekends and holiday breaks, our response time will be delayed to 24-48 hours.  Please check your inbox in time to find our reply email. If you can't find it, please check your spam. Thank you in advance.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your returned item is damaged during transportation or does not meet the circumstances of return, we reject a refund to you.

After confirming with you and getting your approval, we will process your refund within 3 working days, and the refund will automatically be returned to your credit card or original payment account.

For credit card payment, it takes 3-5 working days to receive a refund.

For PayPal payment, it takes 2-3 working days to receive a refund.

Restocking Fee

We will charge you a restocking fee if the return period has expired or if the reason for requesting a return within the return period is one of the following reasons. Common scenarios include:

• (1) Change of mind or buyer’s remorse
• (2) The same product is available somewhere else at a better price
• (3) Items bought by mistake or no longer needed

We will charge up to 100% of the item’s price as the restocking fee, depending on the return period and the condition of the returned item. The following are the restocking fees for different return scenarios:

• (1) If the buyer changes mind about the purchase and returns the product in its original condition within the return period, we will charge 20% of the product amount as restocking fee.
• (2) The buyer changes their mind and returns the product within the return window received by us is damaged or different, we will charge up to 50% of the product amount as restocking fee.
• (3) For items that are in their original condition after the return period has expired, we will charge up to 80% of the product amount as a restocking fee.
• (4) For items that are found to be damaged or non-conforming after the return period has expired, we will charge up to 100% of the product amount as a restocking fee.

Late Or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Exchanges (if applicable)

We only replace items if they are defective or damaged during transportation. If you need to exchange it for the same item, send us an email at [email protected]. And we will give you the solution. If we need you to return the item, we will tell you the address that the item should be returned to. 

Damaged Goods or Miss Parts

Any product that is received damaged or arrived with a missing part must be reported before installation and within 48 hours of receipt. The recipient is responsible to check the merchandise for its correctness and report any discrepancies ASAP. We cannot accept responsibility for any damages not reported within this time limitation. We also do not accept responsibility for any broken parts that are being reported after the light fixture has been installed. All damages must be reported before installation.

Please hold on to all packaging materials and wait until an inspection has been done by the shipper. If you have disposed of the packing of the damaged item, we will not be able to provide any replacement. Please inspect all boxes for damages and tell the courier to make remarks on the delivery note if such damage is visible.

Products received with broken glass, or dented shades or frames are not considered defective item and cannot be returned. In such a case, we will provide a replacement for glass or shades at no additional charge. If you do not wish to receive a replacement and want to return the item, we will consider it as a normal return shipment and charge restocking fees of up to 35%. We also preserve the right to deduct all outbound shipping from the refund.

Returned Item Having Missing Pieces

After we check your returned package and find that there is any missing part, we will charge restocking fees of up to 35% and an outbound shipping fee.

Manufacturer Defects

If there is a manufacturer defect – we preserve the right to repair/fix any damaged part/glass or defect of any fixture – we sell. If the defect cannot be repaired, we will provide a replacement at no additional charge.

Refuse Shipments

If an order has already been shipped and you refuse to receive it, you are responsible for the cost of returning the product, any restocking fees and outbound shipping fee.

If the product cannot be returned to the sender ( for example: if the return shipping cost exceeds the value of the merchandise), no refunds can be given in such a case.

Receive Incorrect Item 

All shipments with items that were received incorrectly or in error have to be reported to us within one week since receipt of the item. We have to get notified by email if the item is no match your order. We are unable to accept any claims after one week since receipt of the item. In the event of the delivery of an incorrect item, www.woolerlife.com shall reserve the right to provide the correct product within a period of up to 8 weeks after receiving your email. We will pay for all shipping costs for returning the incorrect item and providing the correct product. If you do not want an exchange, the order will be treated as a return, and restocking fees will be charged up to 35%.

Warranty

Our products have a 2-year warranty.

• Excludes damage caused by accident, abuse, or neglect.
• Excludes natural aging or wear of materials.
• Excludes purchases made using online auction sites.

Special Note: (The date of receipt is the time when the logistics information shows the receipt)

Lighting Category:

• The warranty period of the LED rechargeable table lamp is 3 months from the date of receipt. The whole lamp is replaced for free, and the transportation cost is at your own expense.
• The warranty period for LED lights, LED light sources and LED drivers is 6 months from the date of receipt. Accessories are replaced for free, and shipping costs are at your own expense.
• Other parts of LED lamps will be replaced for free within 2 years from the date of receipt, and shipping costs are at your own expense.
• For other non-LED light source products, the warranty period is within 2 years from the date of receipt. Accessories are replaced for free, and shipping costs are at your own expense.

If you have any questions about returns and refunds, please contact us at [email protected]