FAQS
About the Product
1. Can the lamp be dimmable?
- If the lamp uses a bulb such as E27, E14, G9, etc., you can choose a dimmable bulb, so that the lamp will be dimmable with your dimming system. However, if you do not have a dimming system at home, please inquire and we will customize the lamp for you.
- For lamps with an integrated LED chip, you are not able to change the light source inside. Generally, we offer warm light, cold light, and dimmable versions. If there is no dimmable version on the product page, please contact us.
We can make all lamps dimmable. If you have this requirement, please do not hesitate to ask us.
2. Can I have a longer cable?
We provide a 150 cm cable for most lamps. If you would like a longer cable (under 800 cm), please include a note when you place the order, and we will extend the cable free of charge.
About the Order
1. Do you ship to my country?
Currently, we only ship within the Netherlands. We are working on expanding our services to other countries in the future. If you have any questions, please feel free to contact us at support@thclight.com.
2. What payment methods does Thclight accept?
- PayPal
- Visa
- Mastercard
- Discover
- American-Express
- Diners Club
- JCB
- Cartes Bancaires
- Maestro
- Visa Electron
3. Can I modify or cancel my order?
Of course you can! We support cancellation without reason within two days of placing an order. If you wish to modify or cancel your order, please notify us by email as soon as possible.
About Logistics
1. When will the item be shipped?
Generally, all orders are processed and shipped within 5-10 business days (Monday to Friday), excluding holidays. For customized items, the processing time may be longer. You will receive a tracking number via email once your order has been dispatched.
2. When will I receive the item?
For the Netherlands, the total estimated delivery time includes a handling time of 5-10 business days and a transit time of 10-20 business days. Therefore, you can typically expect to receive your order within 15-30 business days after placing it.
3. What shipping methods do you offer?
We work with reliable carriers to ensure the best shipping options for our customers in the Netherlands. Currently, we offer Free Shipping on all orders. Once your order is shipped, we will provide you with a tracking number so you can monitor its status directly.
4. Can I track my order?
Yes. Once your order is shipped, you will receive a tracking code.
Enter the tracking code on this website: https://www.17track.net/en/.
You can also contact us at support@thclight.com for the latest logistics information.
About Customs
1. Are customs duties included in the order total?
We are sorry, but our lamps are sold tax-free.
Based on feedback from our customers in recent years, the possibility of tariffs may exist only when the maximum side length of a package is greater than 60 cm. Generally, this possibility is about 5%.
If there are additional customs fees, we are prepared to cover 20% of that amount.
In most cases, the customs duty amount is: 0-20€ per piece.
2. Do you help me with import procedures?
Of course, you can contact us by email if you need information or help during this process.
However, we sincerely advise you to contact your local post office or customs office, as they will have more information regarding customs clearance.
About Returns and Exchanges
1. If I don't like the item, can I return it and get a refund?
Yes, you can request a return within 14 days of receiving the item, for any item that has not been used, is in its original box, and is in resalable condition (excluding customized products, light bulbs, or orders of three or more of the same item).
2. What happens if I receive a damaged item?
If you received a damaged item, please email us at support@thclight.com within 48 hours of delivery and attach clear photos of the damage.
Broken glass or dented shades/frames are not considered defective items and cannot be returned. In such a case, we will replace the glass or shades at no additional cost.
If you do not accept the exchange and wish to return the item, the order will be treated as a return. Please arrange for return shipping; these shipping costs are at your expense. Once confirmed by us, you will receive a refund (excluding express shipping fees).
3. What happens if I receive the wrong item?
If you received the wrong item, please email us at support@thclight.com within 7 days of delivery and attach clear photos of the item and its packaging. We will process your claim, and you will be contacted regarding the exchange or return as soon as possible.
4. When will I receive the refund? Where is the refund returned to?
After receiving your return, we will send you an email within 2 days to confirm the refund. Refunds will be returned to your original payment account. PayPal processing time is 2-3 days.