VOX LIGHTING / HELP
Frequently asked questions.
Practical information for choosing, receiving and caring for your order. Read the full shipping and return policies for all conditions.
How do I choose a size?
Compare the dimensions of your room or surface with the exact variant on the product page. Include the product link and your measurements when asking support for help.
Are bulbs included?
Check the individual product listing. Bulb inclusion, base type, voltage and maximum wattage vary by model; do not assume the same specification across the collection.
How long does delivery take?
Delivery includes preparation plus transit. The shipping policy lists preparation of 1–2 weeks, with shipping estimates varying by carrier and destination. Read the full policy for exceptions and options.
Do you ship to my country?
The shipping policy covers most countries and lists destination exceptions. Contact [email protected] if your destination is uncertain.
How can I track an order?
Tracking information is emailed once an order ships. The shipping policy also links to 17TRACK. You can contact support with your order number for help.
Can I change or cancel an order?
The return policy allows changes to order information and free cancellation within 24 hours. Orders that have shipped cannot be modified or cancelled; further conditions and possible charges are stated in the policy.
What are the return conditions?
Eligible returns may be requested within 14 days of receipt. Items must be unused, in their original packaging and with complete accessories. Return shipping and restocking fees may apply.
Are any items excluded from returns?
The policy excludes customised products, accessories such as bulbs, and orders of three or more of the same product from the stated return, cancellation or exchange options. Review the full policy before ordering.
What if an item arrives damaged or incorrect?
Contact support with your order details and photographs. The return policy explains replacement procedures, reporting periods and possible charges. Obtain instructions before returning anything.
Where do I send a return?
Contact support first. The policy states that a return address and instructions are provided after the return request is confirmed; do not return an item without prior contact.
When is customer support available?
Monday–Friday, 9:00 AM–6:00 PM (GMT+8), at [email protected]. You can also use the contact form.
Still need help?
Email [email protected] or use the contact form.