Shipping policy

Last updated: [2026/11/12]
ORDER PROCESSING
All in-stock orders are processed within 1 to 2 business days, Monday to Friday, excluding public holidays. Orders placed after 2:00 pm GMT+8 are processed the next business day.
Custom gobo lenses are made to order. Production takes 3 to 5 business days after you approve the design proof we send you. Production does not start until the proof is approved.
DESTINATIONS AND DELIVERY ESTIMATES
We ship worldwide from [COUNTRY]. The estimates below are counted from the date of dispatch, not the date of order.
United Kingdom: 5 to 9 business days, tracked
European Union: 6 to 12 business days, tracked
United States and Canada: 7 to 12 business days, tracked
Japan: 4 to 7 business days, tracked
Rest of world: 10 to 20 business days, tracked
Delivery estimates are not guaranteed. Customs clearance, carrier delays, severe weather and public holidays can add time.
SHIPPING RATES
Shipping is calculated at checkout based on destination and order weight. Free standard shipping applies to orders over [AMOUNT] to [REGION].
TRACKING
Once your order is dispatched you will receive a tracking number by email. Tracking usually becomes active within 24 hours. If you have not received tracking details within 3 business days of dispatch, contact us at [EMAIL].
CUSTOMS, DUTIES AND TAXES
Orders shipped outside [COUNTRY] may be subject to import duties, taxes and customs fees charged by the destination country. These are the buyer's responsibility and are not included in our prices or shipping fees. We cannot predict these amounts and cannot reimburse them. If a parcel is returned to us because duties were refused, we will refund the product value minus the original shipping cost.
INCORRECT ADDRESSES
Please check your shipping address carefully at checkout. If you notice an error, contact us within 12 hours at [EMAIL]. Once an order is dispatched we cannot change the address. If a parcel is returned to us as undeliverable due to an incorrect or incomplete address, we can reship it at your cost or refund the product value minus shipping.
LOST OR DAMAGED PARCELS
If your parcel is marked as delivered but you cannot find it, check with neighbours and your local depot first, then contact us within 14 days. If your parcel arrives damaged, photograph the outer packaging and the product before opening it fully, and contact us within 48 hours of delivery so we can raise a claim with the carrier and arrange a replacement.
CONTACT
[Haisulume]
[info@haisulume.com]
[www.haisulume.com]