Frequently Asked Questions
Have a question about shopping with Caspier? Below you'll find answers to some of our most frequently asked questions about shipping, delivery, returns, refunds and payments.
If you need further assistance, please contact our customer service team at info@caspier.com or through our UK WhatsApp support.
Shipping & Delivery
1. What is your shipping policy?
We offer Free Standard Shipping on eligible orders to supported destinations in the United Kingdom, United States, Canada, Australia and selected European countries.
Our products are fulfilled and dispatched through our warehouse and fulfilment operations in China.
Shipping availability and any applicable delivery charges are confirmed at checkout.
For complete information, please visit our Shipping Policy.
2. Where are your products shipped from?
Caspier is an international online lighting retailer. Our products are fulfilled through our warehouse and fulfilment partners in China and shipped directly to customers in supported countries.
We work with international shipping providers and local delivery partners to complete deliveries.
Our UK correspondence address is not a warehouse or physical retail location.
3. What are your estimated delivery times?
Our standard processing and delivery estimates are:
| Destination | Processing | Transit | Total Estimated Delivery |
|---|---|---|---|
| United Kingdom | 1–2 business days | 5–7 business days | 6–9 business days |
| United States | 1–2 business days | 7–9 business days | 8–11 business days |
| Canada | 1–2 business days | 7–9 business days | 8–11 business days |
| Australia & Europe | 1–2 business days | 7–9 business days | 8–11 business days |
Business days are Monday to Friday, excluding applicable public holidays.
Delivery estimates may vary depending on the destination, customs clearance, public holidays and carrier operations.
For customised or made-to-order lighting, additional production time may apply and will be communicated before purchase.
4. What is your order cut-off time?
For United Kingdom orders, our standard order cut-off time is 18:00 GMT, Monday to Friday.
Order cut-off times for other regions are listed in our Shipping Policy.
Orders placed after the applicable cut-off time, during weekends or on non-working holidays generally begin processing on the next business day.
5. How can I track my order?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
You can track your shipment through our online tracking page: Track Your Order
Please allow some time for tracking information to become available after dispatch.
International shipments may pass between logistics providers, which can occasionally cause delays in tracking updates.
6. Which shipping partners do you use?
We work with international logistics providers and local courier services.
Depending on your location and the shipping arrangement, final delivery may be handled by Royal Mail, Evri, DHL or other authorised delivery partners.
The carrier used for your order may vary.
7. Do you deliver to PO Boxes or parcel collection points?
Currently, we do not support delivery to PO Boxes, BFPO addresses or automated parcel lockers.
Please provide a complete residential or business delivery address at checkout.
Delivery availability for your location will be confirmed during checkout.
8. What happens if my order is delayed or lost?
If your order has not arrived within the estimated delivery period, please check the tracking information first.
If there are no recent updates or the delivery appears significantly delayed, contact us at info@caspier.com with your order number.
Our customer service team will review the available tracking information and, where appropriate, follow up with the shipping carrier.
If a parcel is confirmed as lost in transit, we will arrange an appropriate remedy, which may include a replacement or refund, in accordance with applicable consumer protection laws.
9. Will I have to pay customs duties or import taxes?
Our orders are shipped internationally from China and may be subject to customs procedures, import VAT, duties or other government-imposed charges, depending on the destination country and order value.
Taxes or duties collected by Caspier at checkout will be included in the order total.
Where import charges are not collected at checkout, the relevant carrier or customs authority may request payment, depending on the applicable import arrangements.
For questions about potential charges on your order, please contact info@caspier.com before purchasing.
Returns & Refunds
10. What is your return policy?
We offer a 30-day return window for eligible purchases, starting from the date of delivery.
For standard change-of-mind returns under our voluntary policy, products should be unused, complete and in their original condition, with supplied accessories and packaging where reasonably possible.
This does not limit your statutory cancellation rights or rights relating to faulty or incorrectly described goods.
For complete details, please visit our Returns & Refund Policy.
11. How do I return an item?
To request a return, contact info@caspier.com with your order number and details of the item you wish to return.
Our customer service team will provide the applicable return instructions.
Important: Our designated product returns facility is located in China.
Returns must be sent to the designated returns facility, not to our UK correspondence address or Hong Kong registered office.
Please consult our Returns & Refund Policy for return destination information and procedures.
12. Who pays for return shipping?
Return shipping costs depend on the reason for the return.
- Change of Mind: Customers are responsible for international return shipping costs when returning an item because of personal preference, unsuitable size, colour or style.
- Faulty, Damaged or Incorrect Items: Caspier covers reasonable and necessary return shipping costs where required by applicable consumer protection laws.
Standard change-of-mind returns are sent to our designated returns facility in China.
Return postage charges vary according to the shipping carrier, parcel weight, dimensions and destination.
Caspier does not charge restocking fees.
13. What should I do if my item arrives damaged, faulty or incorrect?
If you receive a damaged, faulty or incorrect product, please contact us at info@caspier.com as soon as you reasonably can.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the product and packaging, where available.
Our customer service team will review the issue and assist with an appropriate remedy, such as a repair, replacement or refund, in accordance with applicable consumer law.
Your statutory rights are not limited to a 30-day reporting period.
14. Can I cancel or change my order?
If you wish to cancel or modify an order, please contact us as soon as possible.
We recommend submitting requests within 12 hours of placing your order, as processing may begin shortly after checkout.
If your order has already been dispatched, you may need to follow our return procedure.
The recommended 12-hour period does not restrict applicable statutory cancellation rights.
15. How long does it take to receive a refund?
Once your returned product reaches our returns facility, we aim to inspect it within 3 business days.
For eligible voluntary returns, approved refunds are normally processed within 7 business days after inspection.
Refunds are issued to the original payment method.
Your bank or payment provider may require additional time to reflect the refund in your account.
Where statutory cancellation or refund rights apply, refunds will be processed within the legally required timeframe.
Payments & Security
16. Which payment methods do you accept?
Caspier supports several secure payment methods through our online checkout.
Available payment methods include:
- Visa
- Mastercard
- American Express
- UnionPay
- Shop Pay
- Apple Pay
- Google Pay
Available payment methods may vary depending on your country, device and checkout eligibility.
The payment options displayed at checkout are the methods available for your order.
17. Which currencies can I use to pay?
Caspier supports international customers through market-specific pricing.
Depending on your location and the market selected, prices may be displayed in:
- GBP (£) — United Kingdom
- USD ($) — United States
- CAD (C$) — Canada
- AUD (A$) — Australia
- EUR (€) — Supported European markets
The final payment currency and order total will be displayed at checkout before you complete your purchase.
If your payment provider performs a currency conversion, its exchange rates or conversion fees may apply.
18. Are my payments secure?
We use Shopify's ecommerce and checkout infrastructure to support secure online transactions.
Payment information is processed through supported payment service providers using applicable security measures.
We do not require customers to provide complete payment card information through email or WhatsApp.
For your security, please complete purchases only through our official website:
Products & Orders
19. How can I choose the correct lighting size?
We recommend checking the dimensions and specifications listed on each product page before placing an order.
Depending on the product, specifications may include its dimensions, available finishes, light source, colour temperature and other relevant features.
If you need assistance selecting a suitable size or lighting option, please contact our customer service team before purchasing.
20. Do you offer customised lighting options?
Customisation may be available for selected lighting products, depending on their design and production requirements.
If you require a specific size, finish, colour temperature or another variation, please contact info@caspier.com before placing your order.
Our team can advise whether the requested customisation is available and explain any applicable additional costs or production lead times.
Contact Information
Any questions or just like to talk to us? Please don't hesitate to contact us via:
- Store Name: Caspier
- UK Correspondence Address: 12 Bagnall Walk, Brierley Hill DY5 2SS, United Kingdom
-
Email: info@caspier.com
-
Number: +44 7578 198722
Customer Service Hours: - Monday – Friday: 09:00–18:00 (GMT)
- Saturday – Sunday: 10:00–16:00 (GMT)