FAQ - Orders
How long does it take for my order to ship?
When you place an order with Depuley, we will have to process the order first. For in-stock items, processing usually takes 2-3 working days for your order. For custom-made orders or out-of-stock items, processing varies accordingly, usually 3-5 working days. We will send you an email if the processing of your order takes longer than expected. Shipping time will depend on which country you reside in.
Can I order and send items to an national address but different from mine?
Yes, absolutely. All the places in our coverage area and the countries we support to ship can benefit from this opportunity.
Can I order and send items to an international address on different continent?
Yes, absolutly. Up to now, Depuley has multiple warehouses on different continents, including California United States, England United Kingdom, Ontario Canada, Moormerland Germany, France, Italy, China, Sydney Australia, and Japan.
What emails will receive regarding my order?
Typically, we’ll send you two emails when you order: the order confirmation and the shipment confirmation. These tell you when you’ve successfully placed your order and when the order has been shipped (with a tracking number). Under the following situations, we’ll send an additional email: When we cancel the order as you requested; When we modify the order as you requested; When we arrange a refund or exchange after receiving your return.
Can I change/modify my shipping address/sizes?
Yes, you can. It includes changing sizes or the color of an item, removing an item, and changing your shipping address. Please contact our Customer SupportTeam with Live Chat or Emails.Please note that we can help you modify your order BEFORE shipment. Once your package shipped, we will not be able to change anything.
Why I didn’t get an email about my order delivery?
After placing your order, we may need, we need minimum 2-3 working days to prepare your order. This processing time does not include shipping time.We will inform you of an email after shipment or if there is any delay. Please make sure you log into the right email account and please check your mailbox spam folder as well.If you can't find an email fifteen days after you’ve placed the order, please contact our Customer Support Team with Live Chat or Emails.
FAQ - Delivery
Do all of your items ship from the US?
Lighting fixtures on sale in different countries require to meet different standards and certifications. Up to now, our products are certified by UL standard, CE standard, UKCA standard, and PSE standard.
Depuley has multiple warehouses all over the world. We have warehouses in California U.S.A., England U.K., Moormerland Germany, France, Italy, China, Sydney Australia, and Japan.
Besides, we have been successfully into Amazon Market for several years, therefore we also are support and covered by Amazon Logistics, which provides shipping & delivery service for us among US, Canada, United Kindom, Germany, France, and Italy.
Therefore, your items will be shipped from the nearest facility that stocks the item you ordered.
How long does delivery normally take?
As mentioned above, your items will be shipped from the nearest facility that stocks the item you ordered. Therefore, usually the estimated delivery time is about 3 - 8 working day.
You can check the Shipping & Delivery Policy page for estimated delivery days.
Why was my order divided into two or more packages?
We will do partial shipping for your order in the following conditions:
1. Items are in different warehouses.
2. Weight or size limit of customs or courier.
3. Ceiling Fans collection: one unit one package.
4. Big Ceiling Lights collection: one unit one package.
5. Big Mirror Lights collection: one unit one package.
6. Floor Lamp collection: one unit one package.
Why hasn't my shipping information been updated?
Sometimes it takes some time to update the information. If your shipment is from our international warehouses, it is in transit or clearing customs, the information will not be updated until it reaches the next shipping station. Sometimes the shipping company may not update the package information in time. We will try to update that info for you or please feel free to contact us to ask for help.
What if i am not at my shipping address?
In case of absence at the delivery time, as mentioned above, we will keep you informed of the latest status by sending email notifications to you until the orders are finally delivered to your hand. Therefore, please pay attention to your email, cuz it will be your responsibility to collect the package from the place and in the time scale indicated. If the deadline is passed, your orders will be kept by the local carriers, or maybe just returned to our warehouses, which therefore becomes your responsibility to make contact with our customer services to re-organize another delivery at your cost.
About Shipping Addresses
United States: 730 Epperson Dr, City of Industry, CA 91748.United Kindom: Far Green Industrial Estate Chell Street, Unit 10, Stoke-on-Trent, ST1 6AZCanada: Dingli Sunbridge Global Logistics Inc. 3500 Pharmacy Avenue Unit 4 Scarborough, Toronto, M1W 2T6Germany: Nordic-sale Westerwieke 159 26802 MoormerlandAustralia: D1B/ 350 Parramatta Road Campus Business Park, Homebush West, NSW 2140Except for there, we're also supported and covered by Amazon Logistics(AMZL), which provides shipping & delivery services for us in the US, Canada, United Kingdom, Germany, France, and Italy.
FAQ - Return & Refund
How long does it take to get my refund?
Once we receive the returned items, it will take up to 7 days for us to process the refund. The refund should reflect your account depending on the method of payment. If you would like us to refund the amount to your credit/debit card, that depends on your financial institution which ranges from 1-3 business days.
What if I received a wrong/defective/stained item?
We want to sort out any issues with wrong/defective/stained items straightaway.
As soon as you discover a wrong/defective/stained item, please contact our Customer Care Team with:
1) The order number
2) The item's name or SKU number or pictures
3) A description of the problems and some clear pictures
We'll get back to you as soon as we can.
How do I return or exchange an item?
We accept items to be returned within 30 days from the parcel signing date. Request return from guest support, indicate the reasons, print the return label and securely tape it on the outside of your return package, and call the post office to arrange a collection or drop off at your nearest post office.
1. We reserve the right not to process the refund if your request not be approved or items returned in unacceptable condition.
2. Be sure the parcel undamaged and in the original package.
FAQ - Payments
What payment methods do you accept?
There are different ways you can choose to pay on our website. We support ShopPay, PayPal, GooglePay, MetaPay, and Credit/Debit Cards. More payment methods are being opened soon.
Can I use one more than one discount?
One coupon code can only be applied to an order at a time. If you have more than one coupon code you may use those on your next purchase. Your points can be used with one coupon code in one order.
Is there any additional tariffs on my purchase?
Normally, since most of the items are shipped from the nearest facilities, meaning domestic shipping, therefore our customers won't be charged any tariffs.