At Teddyssmith, we combine contemporary lighting design with exceptional customer service. Our shipping and returns policies are designed to be as clear and elegant as our lighting products, ensuring a seamless experience from purchase to delivery and beyond.

Shipping Information

We ship globally (excluding some Asian regions and remote areas) with the following options:

Standard Shipping

  • Carrier: DHL or FedEx
  • Cost: $12.95
  • Delivery Time: 10-15 business days after dispatch

Free Shipping

  • Carrier: EMS
  • Minimum Order: $50+
  • Delivery Time: 15-25 business days after dispatch

Order Processing: All orders are processed within 1-2 business days before shipping.

Returns & Exchanges

We want you to be completely satisfied with your Teddyssmith lighting. If you’re not happy with your purchase, our straightforward returns process makes it easy to return or exchange items.

Return Policy Details

  • Return Window: 15 days from delivery date
  • Condition: Items must be unused, undamaged, and in original packaging
  • Non-Returnable Items:
    • Custom or made-to-order lighting fixtures
    • Final sale items (clearly marked at purchase)
    • Wall lights that have been installed
    • Portable lamps showing signs of use (fingerprints or marks)

How to Return an Item

  1. Contact Us: Email [email protected] within 15 days of receiving your order with your return request
  2. Wait for Authorization: We’ll respond within 2 business days with return instructions and an RMA number
  3. Package Carefully: Repack the item(s) in original packaging with all accessories and documentation
  4. Ship Back: Send to our warehouse using a trackable method (return shipping costs are customer’s responsibility unless due to our error)

Recommended Return Shipping Options

  • DHL/FedEx: Faster option (typically 3-7 business days)
  • EMS: More economical option (typically 7-14 business days)

Our warehouse address will be provided in your return authorization email.

Refund Process

  • Inspection: Begins when we receive your return
  • Processing Time: 3-5 business days after receipt
  • Refund Timing: Your original payment method will be credited within 7-10 business days (depending on your bank)
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Original Shipping: Non-refundable

Exchange Process

To exchange an item:

  1. Follow the standard return process above
  2. Clearly indicate in your email which item you’d like to exchange for
  3. We’ll process the exchange once we receive your return
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If your lighting product arrives damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damage and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Return Request Email Template

Subject: Return Request – Order #[Your Order Number]

Dear Teddyssmith Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item Name:
  • Reason for Return:
  • Preferred Resolution: (Refund/Exchange for [Item Name])
  • Order Date:
  • Delivery Date:

Please let me know the next steps and provide the return authorization details.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Questions?

Our customer service team is happy to assist with any questions about shipping, returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.

Thank you for choosing Teddyssmith to illuminate your space with our thoughtfully designed lighting solutions.

Teddyssmith Shop
229 Fannie Street, Wilmington, US 01887
www.teddyssmith.com