We hope you’re delighted with your order, however, if you’re not perfectly satisfied, you may return items within 14-day, which means you have 14 days after receiving your item to request a return. If a shipping charge has been paid on the order, we kindly remind you that this is non-refundable.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Returns that do not meet our policy will be sent back to the customer.
To start a return, please follow the below process:
Once you have your order, you have 14 calendar days from the delivery date to return it.
- Access “My Desire Light”
- Enter your Email or Phone Number and your order Number and click start
- Select the items or items you want to return and specify the quantity.
- Click on “Next”
- Fill out the return or incident request form, selecting the most appropriate option. State your preferred collection time (if appropriate) and add comments.
We’ll send an email replying to your request within a maximum of 3 working days. If you checked out as a guest and, as a result, your order isn’t linked to any account, please use the email address used or phone number when you place your order and follow the steps explained above.
IMPORTANT: Your order needs to be disassembled and in its original packaging with filler padding if we are to collect it.
Are returns free?
For all returns, a cost of £15 are charged to rearrange for collection.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Late or Missing Refunds
If you haven’t received a refund as of yet, but you can see it has been processed by us, please contact your credit card company. It may take some time before your refund is officially posted. Once your refund processed, it may takes up to 10 working days to fully process. You will be notified once this is complete.
You can always contact us for any question at firstname.lastname@example.org
Exceptions / non-returnable items
Certain types of items cannot be returned, like curtains (such as special orders or personalized items), and personal care goods. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
How do I cancel an order?
We can only cancel your order before it’s been shipped. If that’s the case, contact us at email@example.com. If you want to cancel an order that’s already been shipped, you’ll need to wait to receive it and submit a return request.