FAQs

Shipping Information

Where do you ship?

Clecky currently ships to the following supported destinations:

• North America: United States, Canada
• Europe: United Kingdom, European Union Member States
• Oceania: Australia
• Middle East: United Arab Emirates, Saudi Arabia, Kuwait, Qatar

Important: If your country is not listed above, we currently do not provide delivery services to your location. We do not ship to Russia, Ukraine, Afghanistan, India, Iraq, Africa, or South America. Any orders placed from unsupported regions will be automatically canceled and refunded.

Do you ship to remote areas or overseas territories?

Yes. Clecky offers free Standard Shipping to mainland regions, remote areas, and most overseas territories within our supported shipping countries.

Unlike many retailers, we do not charge additional delivery fees for remote areas or offshore territories. Orders to these locations are shipped using Standard Shipping at no additional cost.

Examples of locations that may be considered remote or offshore by carriers include, but are not limited to:

• United States: Alaska, Hawaii, Puerto Rico, Guam, and other U.S. territories
• Canada: Yukon, Northwest Territories, Nunavut, and remote postal zones
• United Kingdom: Northern Ireland, Isle of Man, Jersey, Guernsey, Scottish Highlands, and offshore islands
• Europe: Canary Islands, Balearic Islands, Azores, Madeira, Malta, Cyprus, and Iceland
• Australia: Tasmania, Northern Territory, and remote regional areas

All of the above regions remain eligible for Standard Shipping without additional delivery charges.

In rare cases where a location cannot be served due to logistics or safety restrictions, the order will be canceled and fully refunded.

What are your shipping fees and delivery methods?

Standard Shipping: Free of charge.

Expedited Shipping: We offer premium expedited shipping (DHL/UPS Express) for a flat fee of $35.00 (or equivalent in your local currency).

• Estimated delivery: 5–10 business days after dispatch
• Expedited shipping fees are non-refundable once the order has been dispatched

What is your order processing time?

Business Days: Monday through Friday, excluding public holidays.

Order Cut-off Time: 6:00 PM (GMT+8 / 2:00 AM PST), Monday to Friday.

• Standard products: 1–2 business days. Orders placed before the cut-off time on a business day are typically processed the same day. Orders placed after the cut-off time, on weekends, or on public holidays will be processed on the next business day.
• Customized / made-to-order / oversized products: May require an additional 3–5 business days for processing.

How long does delivery take after dispatch?

• United States: 7–12 business days
• Canada: 7–12 business days
• United Kingdom: 7–12 business days
• European Union: 7–12 business days
• Australia: 9–13 business days
• UAE, Saudi Arabia, Kuwait, Qatar: 9–13 business days

Total estimated delivery time = processing time + transit time.

Please note that delivery times are estimates and may vary due to customs clearance, weather conditions, public holidays, or local carrier delays.

Quick delivery summary

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email with your tracking number.

Please allow 1–3 business days for tracking information to become active after dispatch.

You may track your shipment directly on the carrier’s website or via a third-party tracking service such as 17TRACK.

Note: Depending on stock availability and destination, orders may be shipped from different fulfillment locations. If your order contains multiple items, products may arrive in separate packages to improve delivery efficiency. Separate tracking numbers will be provided if applicable.

For assistance, please contact [email protected].

Address Changes & Delivery Issues

Can I change my shipping address?

If you need to change your shipping address, please contact us as soon as possible after placing your order.

• Before shipment: Address changes can be made free of charge if the order has not yet been handed to the carrier.
• After shipment: Address changes are not guaranteed. If a rerouting request is accepted by the carrier, any related fees will be the responsibility of the customer.

If a package is returned due to an incomplete or incorrect address provided by the customer, any re-shipping or return costs will be deducted from the refund.

What should I do if there is a delivery problem?

• Damaged in transit: Please contact us within 48 hours of delivery with photos of the product and packaging.
• Lost packages: If a shipment is confirmed lost by the carrier, we will arrange a replacement or refund.
• Delivered but not received: Please contact us within 7 days so we can assist with a carrier investigation.
• Undeliverable shipments: If a parcel is returned due to failed delivery attempts or address issues, additional shipping fees may apply for reshipment.

Customs Duties, Taxes & Import Fees

For US Customers:
For Standard Shipping, all applicable sales taxes are included in the final product price. No additional taxes or duties will be charged upon delivery for Standard Shipping.

If Expedited Shipping is selected, U.S. Customs may impose additional duties or import fees. Any such charges will be the responsibility of the buyer.

For International Customers:
For Standard Shipping to Canada, the United Kingdom, and European Union countries, import duties and VAT are covered by Clecky.

When expedited shipping methods are used, additional duties, taxes, or clearance fees imposed by customs authorities may apply and will be the buyer’s responsibility.

Returns & Refund Policy

1. Can I cancel my order?

Orders can be canceled within 24 hours of confirmation.

Once an order has been processed or shipped, cancellation cannot be guaranteed. If your order has not yet shipped, please contact us as soon as possible and we will do our best to assist.

2. What is your return window?

We offer a 30-day return period, meaning you may request a return or exchange within 30 days of receiving your item.

To be eligible for a return, the item must be:

• Unused and uninstalled
• In original condition and packaging
• Accompanied by valid proof of purchase

3. Who pays for return shipping?

Returns generally fall into the following categories:

Product Issues or Shipping Damage

• Manufacturing defects
• Damage caused during transit
• Incorrect item received

In these situations, Clecky will cover all return shipping costs and offer either a free replacement or a full refund.

Personal Preference / Change of Mind

Returns requested for personal reasons may include:

• The item does not meet personal expectations
• Color or size preference
• Ordered the wrong item or quantity ordered
• No longer needing the product

In such cases, the customer is responsible for return shipping costs.

4. What if my item arrives damaged, defective, or incorrect?

Please inspect your order as soon as it arrives. If you notice any damage, defects, or errors, contact us promptly so we can assist you as quickly as possible.

You may qualify for a return, refund, or replacement if:

• The product arrives damaged or defective
• The item is unused and meets the 30-day return conditions
• The shipment is returned to us as undeliverable

In these cases, we will cover all associated costs and provide a replacement or full refund.

5. What if my order is delayed?

We understand that timely delivery is important and we will always do our best to ensure your order arrives within the estimated timeframe.

Non-Custom Products: If a non-custom product has not been delivered within 15 days after the maximum estimated delivery date shown on our website, and the delay is confirmed to be caused by carrier loss or logistics failure, please contact us at [email protected]. After verification, we will offer an appropriate resolution, which may include a replacement or a full refund.

Custom-Made / Made-to-Order Products: If a custom-made or made-to-order product is confirmed lost in transit, or cannot be delivered due to logistics failure after shipment, please contact us. After verification, we will review the case and provide an appropriate resolution, which may include a replacement or refund where applicable.

6. Which items are not eligible for return?

Except where required by law, the following items are not eligible for return:

• Custom-made, bespoke, or made-to-order products: Due to the personalized nature of these items, they are not eligible for return or exchange for personal reasons (change of mind). If your customized product arrives damaged, defective, or significantly different from your order specifications, it is fully covered under our Product Issues policy. In such cases, we will provide a free replacement or a full refund.
• Returns for light bulbs: Only accepted if the item is in its original, sealed packaging. Once the seal is broken or the bulb has been used, it is non-returnable unless it is found to be defective.
• Items showing signs of use: Products that have been installed, used, or are missing original packaging (unless defective) are not eligible for return.

For non-returnable items, any return shipping costs will be the responsibility of the customer. Shipping fees are non-refundable.

7. How do I request a return?

1. Email us at [email protected] with your order number and reason for return
2. Our team will review and confirm whether your request is eligible
3. If approved, you will receive return instructions and the return address
4. Send the item back within the approved timeframe

8. Where do returns go?

Please be advised that our primary fulfillment and return center is located in China.

• For Personal Preference Returns: If you are returning an item for personal reasons (for example, change of mind, wrong size, or wrong color ordered), you will be responsible for the international shipping costs to our warehouse in China.
• For Quality Issues: If the return is due to a defect or our error, Clecky will cover all associated shipping costs.
• Note: Please do not send items back to the address on your shipping label without prior authorization. To receive the correct return instructions and the authorized warehouse address, please contact us at [email protected] before shipping any items. This step is necessary to ensure your refund is tracked and completed without delay.

9. Do you offer exchanges?

For faster processing, we recommend returning the original item and placing a new order once your return has been approved.

10. Do EU & UK customers have a cooling-off right?

If your order is delivered to the European Union or the United Kingdom, you are legally entitled to cancel or return your order within 14 days of delivery, without providing a reason.

Items must be unused, uninstalled, and in original packaging. Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.

11. How are refunds processed?

Refunds are processed after we receive and inspect the returned item. We do not charge any restocking fees.

• Refund Amount: Once your return is approved, we will refund the full purchase price of the returned items.
• Shipping Fee Reimbursement: As standard shipping on clecky.com is free, there is normally no original standard shipping fee to refund. However, if you explicitly chose a premium or expedited shipping method (such as DHL/UPS Express), the additional cost for this expedited service is non-refundable, unless the return is due to a product defect or our error.
• Processing Time: Once approved, refunds will be issued to your original payment method within 5 business days. Processing times may vary depending on your bank or payment provider.

If more than 10 business days have passed since your refund was approved, please contact us at [email protected].

Product Details

1. Dimmable Function

Dimmability varies by product. Please check the product specifications on the product page for accurate details. For confirmation or customization requests, contact us before placing your order.

2. Cable Length

Standard cable length is approximately 100–150 cm. Extended cable lengths (up to 800 cm) are available upon request at no additional charge. Please leave a note at checkout or contact us in advance.

3. Voltage Standards

All lamps are supplied according to the voltage standards of the destination country:

• 110V–120V: United States, Canada, Mexico, and related regions
• 220V–240V: United Kingdom, Australia, Germany, France, and most other regions

In certain cases, an EU-standard plug may be included due to manufacturing or logistical considerations. When this occurs, a suitable plug adapter will be provided at no additional cost where applicable.

Need More Help?

For any questions regarding shipping, returns, refunds, or product details, please contact our support team:

• Email: [email protected]
• Phone: +86 13660355393
• Address: D019, 9th Floor, No. 123, Jiefang South Road, Yuexiu District, Guangzhou, Guangdong 510120, China
• Business Hours: Mon – Fri, 9:00 AM – 6:00 PM (GMT+8)

We aim to respond to all inquiries within 24 hours on business days.