FAQs
How can I contact Fallen Lights?
You can reach us anytime at support@fallenlights.com. Our friendly customer care team is here to help with anything you need!
Do you ship worldwide?
Yes, we ship internationally 🌍
Where do you ship from?
All orders are shipped from our warehouse in Hong Kong.
Can I change or cancel my order?
We process orders quickly to get them to you as soon as possible. If you need to make changes or cancel your order, please email us within 12 hours of placing it. After that, we can’t guarantee changes—but you’re always welcome to return the item once it arrives.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, AMEX) and PayPal for a smooth and secure checkout experience.
When will my order be processed?
Orders are processed Monday–Friday (excluding holidays). Processing time is 1–3 business days, and shipping begins the following day. During busy seasons or sales, please allow a bit of extra time.
How long will it take to receive my order?
Shipping times vary depending on your location. Due to high demand, most orders arrive within 1 week - 3 weeks.
What if I don’t receive my order?
If your order hasn’t arrived within 30 days of shipping, you’re eligible for a full refund. Just reach out to us at support@fallenlights.com.
Will I be charged customs or taxes?
Prices on our site are shown tax-free in USD. You may be charged import duties or taxes depending on your country’s laws. These fees are your responsibility and not covered by Fallen Lights. We’re also not responsible for any delays caused by customs.
How do I return an item?
Simply email us at support@fallenlights.com and we’ll guide you through the return process.
What if my item is defective, incorrect, or damaged?
We’re so sorry! Please contact us with your order number and photos of the item(s) you received. We’ll make it right as quickly as possible.
When will I receive my refund?
Refunds will be issued to your original payment method. Credit/debit card refunds may take 7–10 business days depending on your bank. If it hasn’t shown up, contact your card issuer to check on the status.