Shipping and Returns

Every lamp is made to order. Production takes 5 to 7 business days from your order, then shipping takes 5 to 7 business days to most destinations: 10 to 14 business days in total. These are estimates. They can be longer during the end-of-year holidays, for remote destinations, or when a carrier or customs is delayed. If you need your lamp for a date, order early.

We ship to the countries offered at checkout. The delivery cost, if any, is shown at checkout before you pay. Every parcel is tracked: you receive the tracking number by email when it leaves production, and you can follow your order on the order tracking page.

Once handed to the carrier, delivery times depend on the carrier, and we are not responsible for carrier or customs delays. Check your delivery address carefully: a parcel delivered to the address you gave, or returned because it was incomplete or not collected, is not our responsibility, and sending it again is at your cost. Unless the checkout says they are included, import duties and taxes are paid by the recipient.

A parcel shown as delivered by the carrier is considered delivered. If you cannot find it, check with neighbours and your local post office, then write to us within 7 days: we open an investigation with the carrier. Who bears the risk of a parcel lost in transit depends on where you live, as set out in our Terms of Sale and Use.

Because each lamp is made for you from your own photos and texts, we do not accept returns or exchanges for a change of mind, and the 14-day right of withdrawal does not apply to personalised goods. Please check the design, every name, text and date, and your address before you pay.

You can cancel within 24 hours of your order, as long as production has not started, by writing to contact@joylamp.com. After that, the order cannot be changed or cancelled.

If your lamp arrives broken, does not light, or is clearly different from the design you ordered, we replace the faulty part or the lamp free of charge, or refund it. Write to contact@joylamp.com with your order number and photos (and a short video for a lighting fault): within 7 days of delivery for damage in transit, within 90 days for any other defect. Do not send anything back before we reply. Your statutory rights, including the legal guarantee of conformity, are not affected.