Shipping policy

Dear Customer,

Thank you for choosing LightStart – a creative technology lighting brand. We understand that when you order your favorite creative lamp, your biggest expectation is for it to arrive safely and quickly. Therefore, we have designed a clear and reliable shipping solution specifically for Europe, ensuring a worry-free shopping experience from order placement to turning on the light.

I. Delivery Area and Carriers

We currently provide standard shipping services to the following European countries and regions:

All EU member states (including Germany, France, Italy, Spain, Netherlands, Belgium, Austria, Poland, Sweden, Ireland, etc.)

United Kingdom

Switzerland

Norway

Main partner carriers: DHL Express, UPS, DPD (intelligent allocation based on package size and destination). All packages come with a tracking number.

II. Processing Time
After order confirmation, we will complete picking, quality inspection, and dispatch within 1-2 business days.

During large promotional events or new product launches, processing time may extend to 3 business days. We will announce this on the website in advance.

III. Shipping Time (Europe)
Standard Shipping: 10-15 business days from the date of shipment

(Note: These are business days, excluding weekends and local public holidays)

💡 Example: If you place your order on Monday (German time) and it is shipped on Wednesday, it is expected to arrive 10-12 business days after shipment (approximately Tuesday to Thursday two weeks later).

Due to uncontrollable factors such as customs inspections, weather, or local delivery issues, occasional delays of 1-3 days may occur. Your understanding is appreciated. If you have not received your package after 20 business days, please contact our support team immediately: onlinesupport@lisahartke.com. We will prioritize your case and resend or refund.

IV. Shipping and Duties
Regardless of order amount, all orders are eligible for free shipping and duty-free (DDP, delivery after tax).

You only need to pay the price shown on the website; LightStart will handle the rest.

V. Package Tracking and Notifications
Within 24 hours of shipment, you will receive a shipping confirmation email containing a unique tracking number and a link to track your shipment with the carrier.

You can also track your shipment status in real time through the "My Orders" page on the LightStart website.

When your package arrives in your country and begins local delivery, you may receive a text message or email notification from the carrier (depending on the contact information you provided at checkout).

VI. Signing for Delivery and Handling Package Issues

6.1 Normal Signing for Delivery
Please inspect the outer packaging in person with the courier. If the outer packaging is visibly damaged, crushed, deformed, or resealed, you have the right to:

Take photos as evidence (including the package as a whole, the damaged area, and the waybill).

Refuse the package and request the courier to mark it "Damaged outer packaging".

6.2 Loss or Delay

If the tracking information shows "delivered" but you have not received it, please inquire with your neighbors or property management. If it still cannot be found, please notify us within 24 hours, and we will initiate an investigation with the carrier.

If the package is confirmed lost, we will provide a full refund or a free replacement within 7 business days.

6.3 Customs Return

If the package is returned due to the recipient's failure to pay customs duties (applicable to Switzerland/Norway) or provide customs clearance documents on time, we will refund the remaining amount after deducting a €15 handling fee, or you will be responsible for the cost of resending it.

VII. Special Notes Regarding Delayed Delivery

Delivery time may be extended by 10-15 business days in the following circumstances:

Force majeure events such as local strikes, blizzards, and floods

Remote destination areas (e.g., islands, mountainous areas)

Peak shipping periods such as Black Friday and Christmas

We will proactively inform you of any known delays via email. You can also contact our support team at any time for updates.

VIII. Returns and Shipping Damage

If you receive a product with manufacturing defects or physical damage caused during shipping (e.g., broken lampshade, LED not working), please refer to our Returns and Warranty Policy (see the Warranty & Returns page on our website). Generally:

Please contact us within 7 days of receiving the package, providing photos of the damage and your order number.

We will send a replacement free of charge and cover the return shipping costs for the damaged product (prepaid labels will be provided).

IX. Contact the Shipping Support Team

For any shipping-related issues—tracking, address changes, missing customs duties, or delay complaints—please email: onlinesupport@lisahartke.com and indicate “Shipping Issue + Order Number” in the subject line. We promise a response within 24 hours (business days).

European time zone support hours: Monday to Friday, 9:00 AM – 6:00 PM (CET).

X. In Short
LightStart promises European customers: transparent shipping costs, no hidden customs duties (EU), delivery within 10-15 business days, full tracking, and compensation for damage.

We understand that a creative lamp embodies your expectations for ambiance, inspiration, and a sense of technology. From the moment we test it in our warehouse to the moment it crosses borders and enters your living room, LightStart is there for you. Thank you for your trust.

Start illuminating your space—with LightStart.