Shipping policy

Shipping Policy

This policy explains where we ship, what it costs, and how long it takes. It forms part of our Terms of Service.

1. Where we ship and what it costs

  • We ship worldwide, to every country we are able to serve.
  • Shipping is free on every order, with no minimum spend. There is one standard shipping method and it is the one shown at checkout.

2. Dispatch time

  • The Santos VI LED Resin Lamp is currently sold on a pre-order basis. Your payment reserves your unit from the production run.
  • Orders are dispatched approximately 2 to 3 weeks from the date you order.
  • Transit time is added on top of that dispatch window. See section 3.
  • If a production run is delayed we email you with a revised date, and you may cancel for a full refund if it no longer suits you.

3. Transit time

  • Once dispatched, standard delivery takes 2 to 9 business days.
  • Transit times are carrier estimates, not guarantees. Peak periods, customs inspections and remote delivery areas can add time.
  • Skip The Line, where selected, moves your order to the front of our dispatch queue. It shortens handling time only and does not change carrier transit time.

4. Tracking

  • A tracking number is emailed to you when your order is dispatched.
  • Tracking can take 24 to 72 hours to show its first scan after the number is issued. That is normal and does not mean the parcel is lost.
  • If tracking has not updated for 10 business days, email santosvi6@outlook.com and we will open an enquiry with the carrier.

5. Address changes

  • Before dispatch: we can change the delivery address. Email santosvi6@outlook.com with your order number and the correct address as early as you can.
  • After dispatch: we cannot change it. We will send you the tracking number and the carrier's redirect options, which most carriers offer directly to the recipient.
  • We are not responsible for a parcel delivered to an address that was entered incorrectly at checkout. Please check your address before you pay.

6. Lost, stolen or damaged parcels

  • Email santosvi6@outlook.com with your order number and we will investigate with the carrier.
  • If you selected Shipping Protection, a parcel confirmed lost or stolen, or delivered damaged, is replaced once at no cost to you or refunded in full, at your choice. Claims are made within 30 days of the delivery date or the last carrier scan.
  • Without Shipping Protection we will still pursue a carrier claim on your behalf, but a resolution depends on the carrier's own findings.

7. Customs, duties and taxes

  • Prices at checkout include any tax we are required to charge.
  • Import duties, customs charges or local taxes levied by your own country are set by that country and are your responsibility. We cannot calculate or pre-pay them.
  • Refusing a parcel at customs is treated as a change of mind return under our Refund Policy.

8. Split deliveries

Orders containing more than one item may arrive in more than one parcel, with separate tracking numbers. If part of your order has arrived and the rest has not, allow a few additional days before contacting us.

9. Contact

All shipping questions go to santosvi6@outlook.com. We reply within 24 hours, seven days a week.