FAQs

Yes, you can cancel your order within 48 hours of placing it. To cancel your order, reach out to us via email at support@thelightlounge.co.uk or through our chat feature on our website, and we'll do our best to help you in any way we can.

Please include your order number and clearly state the issue in your email to ensure a prompt response. We receive a high volume of emails, so including these details will help us assist you faster.

Orders are generally processed within 24-48 hours and shipped after being specially manufactured for each customer. However, this process may take up to 14 business days, excluding national holidays. Additionally, some products may have a longer production time due to their bespoke nature.

Our standard shipping option comes with tracking, and your order will typically be delivered within 20-60 business days from shipment. We strive to deliver orders well before the 60-business-day mark, as evidenced by our satisfied customer reviews.

If you've made a mistake while entering your shipping address, please reply to your order confirmation email and let us know. You can also notify us by emailing support@thelightlounge.co.uk. We can update the address within 48 hours of receiving the notification. However, please note that we will not be able to refund the order if we are notified after 48 hours of placing the order.

Custom-made items are not eligible for refunds. For mass-produced products, the customer is responsible for the cost of returning the item and ensuring it reaches our warehouse in its original packaging. Once we have inspected the returned item, we will issue a refund or store credit. It's important to note that we cannot offer a refund if the damaged item arrives. We recommend obtaining proof of postage receipt and insurance for the returned item. Customers must return their purchases within ten days of delivery; returns made outside of this timeframe may not be accepted. Please be aware of the specific return period.

If any of the items you received are damaged or not working properly upon arrival, we will provide replacement parts at no additional cost. We will not take responsibility for any damages during shipping and cannot be held responsible for any damages caused by incorrect assembly of self-assembly products.

Our VIP membership program is an exciting loyalty program that rewards you for your purchases and engagement with our brand. By joining, you'll earn points for things like making purchases, referring friends, and engaging with us on social media. These points can be redeemed for discounts, exclusive promotions, and other rewards. It's a great way to save money, get special perks and be a part of our community. Join now and start earning rewards today!

To join our VIP rewards program, follow these steps:

1. Locate the VIP members reward button at the bottom left of the screen
2. Click on the "Join Now" button to create an account.
3. Please remember to include your date of birth in your VIP dashboard (YYYY-MM-DD) to be eligible for birthday rewards.

Place an order:

• Spend a minimum of £1000 or currency equivalent, and receive 1000 points (equivalent to a 10% discount on your next order)
• Spend a minimum of £2000 or currency equivalent, and receive 2000 points (equivalent to a 15% discount on your next order)
• Receive 50 points (equivalent to £20 or currency equivalent) on your birthday

• Give your friends a reward link and claim your own when they make a purchase.
• They will receive £60 or your currency equivalent off their next purchase, and you will receive the same reward!