We're so glad that you've bought a Friendship Lamp and our aim is to get it to you as soon as we can.
Christmas time is always very busy, and it is expected that deliveries will be impacted by the current global situation, so we appreciate your understanding and patience at this time.
It's best to order early for Christmas gifts! :)
Here's some help for your questions:
When will my package arrive? Will it arrive before Christmas?
We have estimated time frames for deliveries, but currently, with the huge amount of parcels being delivered across the world, it is not possible to give a complete guarantee about the delivery time. It's best to keep your eye on the tracking link as this will update with the expected arrival date.
I can't find my tracking number
Once the order has been processed and is on the way, you will receive the order confirmation email.
This includes important details like your order number, the payment details, your GroupID and also tracking information. You can use the tracking number to find the location of your package.
You can track the number with the carrier or alternatively use the Universal Parcel Tracking website.
Why is the tracking not updating?
We understand that it is disappointing if your tracking does not update. There can be a few reasons for this.
- We have found that with some tracking links, the tracking does not always update as it should and then suddenly you find an update all in one go. I hope that's the case with your tracking and that it will soon give us more of an idea where the lamp is located.
- It is possible that your package is delayed. As you know, there is a huge backlog of parcels waiting to be delivered across the world and if the tracking doesn't update, it may be that it is delayed due to transportation issues / waiting on a flight / truck. We would love to be able to deliver every parcel exactly on time and do understand how much you'd like to receive the lamps, but unfortunately, this is is not in our control and we request that you are patient with the carriers who are doing their very best under these trying circumstances.
- We will only be able to follow up and investigate this as a lost package if the tracking does not update for 20 days for a US order or 30 days for an international order.
My package says "Delivered" but it has not been received.
If your package says 'Delivered' but it has not been received, we ask you to wait 3 days and then get in touch with us. For some unknown reason, we've found that a package may be marked as 'Delivered' but still take a few days to actually arrive at your door. After 3 days, please get in contact with us and we can look into this for you.
What happens if my package is lost?
According to the carrier, a lost package claim can only be requested after a certain amount of days.
If your tracking does not update for 20 consecutive days, (or 30 consecutive days for international packages) please get back in touch with us so that we can lodge a lost in transit item. We will need to ensure that the shipping details are correct and if the package is confirmed to be lost, we will be able to reship the lamps as according to our policy.