FAQs
After you place an order with Hushwing, we will first begin the processing stage. Order processing typically takes 3-5 business days. If the processing time exceeds this timeframe, we will notify you via email. Shipping duration depends on your country or region; please refer to our Shipping Policy for specific delivery timelines.
If you need to make any changes to your order (such as updating the item, color, or shipping address), please contact us via Online Chat or email within 24 hours of placing your order.
Since we prioritize fast processing, once an order has entered the shipping stage, we are unable to make any further modifications. If your order has already been dispatched, please refer to our Return & Exchange Policy after receiving the package.
You may cancel your order for a full refund within 24 hours of purchase. Please contact our support team immediately via Live Chat or email. Once the order has entered the processing or shipping stage, we are unable to cancel it.
Order processing typically takes 3-5 business days. You will receive an automated email with a tracking number as soon as your package is dispatched. If it has been more than 5 days, please check your Spam/Junk folder or contact us to verify your order status.
Since billing addresses are used for payment verification, they cannot be modified once the transaction is complete. However, if your shipping address is correct, your delivery will not be affected. For future orders, you can update your billing info in your Account Settings.
First, please ensure the email address provided at checkout was correct and check your Spam/Junk folder. If you still cannot find it, please contact us with your full name and the date of purchase, and we will manually resend your order details.
At the Checkout page, you will find a field labeled "Discount Code" or "Promo Code." Enter your code and click "Apply" before completing your payment. Please note that only one coupon can be used per order and some exclusions may apply.
Order delivery time consists of order processing time and international shipping time:
Order Processing Time: 3-5 business days.
International Shipping Time: 2-6 weeks.
Therefore, you can expect to receive your purchase approximately 3-6 weeks after placing your order. For more detailed timelines, please refer to our Shipping Policy.
To provide high-quality products with the best value, most of our items are shipped directly from our manufacturing hub in China.
As more global users choose Hushwing, we are continuously optimizing our logistics network. This includes, but is not limited to, partnering with local warehousing companies and establishing Hushwing-operated distribution centers near you.
You can track your package using the tracking number sent to your email. If your order is within the estimated delivery window, it is likely in transit or clearing customs. For specific updates, please contact our support team.
This could be due to several reasons:
Incorrect or incomplete address
Invalid phone number
Unable to deliver
Please go to "Track Order Details" under "My Orders" to find your tracking number and contact the shipping company for more information. You may also contact our Customer Care Team via Live Chat or by submitting a ticket for further assistance.
To ensure the safety of fragile items (like our glass lamps) or due to stock availability, larger orders may be shipped in separate boxes. You will receive a unique tracking number for each package.
Delivery usually fails if there was no one home to sign for the package, or if the courier could not access the building. We recommend contacting your local post office or courier immediately to schedule a redelivery.
Tracking may not update daily while the package is in international transit or undergoing customs inspection. Please allow 3-5 days for the status to refresh once it reaches your country’s logistics network.
Sometimes couriers mark packages as delivered 1-2 days before actual arrival. Please check with neighbors, your building manager, or around your porch. If it still hasn't appeared after 48 hours, contact the carrier directly.
At Hushwing, we aim to provide a seamless experience by prepaying import duties for most regions. If you are asked to pay additional fees, please contact us first before refusing the package.
Depending on the courier, they may leave the package in a secure location or leave a notice for you to pick it up at a local service point. You can often manage delivery preferences via the carrier’s website.
It can take 24-48 hours for the shipping carrier to scan and upload tracking data into their system. Please try searching again in 1-2 business days.
Return Window & How to Start a Return
Our standard return window is 15 days for each individual item, calculated from the actual delivery date of that specific item as shown on the carrier’s official tracking page, rather than the delivery date of the entire order. If a return request is submitted more than 30 days after the tracking information shows the item has been delivered, we will unfortunately be unable to accept the return.
To avoid any delays or extra costs, please always contact our customer service team at official@hushwing-store.com before sending any items back. For any return request that receives authorization, our Customer Service team will provide a detailed checklist of the required images or videos you need to submit. This checklist will include examples of the specific files needed (e.g., a clear image or video of the product tag) to make the process as simple as possible for you.
We will review your case, explain all available options, and provide you with a Return Authorization and the correct return address. Please do not ship any items before receiving our authorization. Do not send returns to the address shown on our website or on the original shipping label, as these locations are not valid return centers. Unauthorized returns will not be accepted and may affect your refund eligibility.
If you are ever unsure whether your order or product is eligible for a return or replacement, please contact us first. Our team is happy to review your case and suggest the most suitable solution.
For a detailed policy, please refer to our Returns & Warranty page.
Once you're eligible for a refund, we will process it within 2-4 business days via your original payment method and will notify you by email as soon as possible. We would be grateful if you could wait for the refund patiently. If you have any questions or concerns, please feel free to contact us.
PayPal Payments PayPal usually shows the refund in your account shortly after we complete the processing.
Credit Cards (including Apple Pay, Google Pay, Airwallex) Your bank or card issuer may require additional time to post the refund to your statement. The exact time depends on the processing speed of your card issuer. It may take one billing cycle for the refund to appear on your credit card statement. During the return process, please avoid filing a chargeback with your card company, as this may delay the handling of your refund. If you experience any unusual delays, please contact us for assistance.
Bank Transfer (Wire Transfer) If your original payment was made by bank transfer, you can choose to receive your refund either to a PayPal account or back to your bank account. For a bank account refund, we will need you to provide the necessary bank details before we can begin processing. Once we receive your bank information, the refund will be processed immediately. Please pay attention to messages from our customer service team and provide your bank details in a timely manner to avoid delays.
Quality & Shipping Protection
We will take care of quality and shipping problems for you. If your item arrives damaged or with a quality issue, we will work with you to put it right.
Submission Time Limit: Please contact us within 7 days from the delivery date (as per the carrier’s tracking information). This helps us file claims with the carrier and provide you with the best possible solution.
What you need to do:
Provide your order number and a brief description of the issue.
Upload clear photos or videos showing the problem and the condition of the outer packaging.
Keep all original packaging so we can verify the issue and arrange safe return shipping if needed.
If multiple items are damaged, please provide one group photo showing all affected products, or one video clearly displaying all issues.
What we can offer (depending on your case):
Free replacement of damaged parts.
Free reshipment of a new product.
Free replacement with another product of similar value (based on your preference).
A full or partial refund.
Our customer service team will review your case with you and recommend the most suitable option so that you can choose what works best for you.
Your cost: $0
Important: Please do not arrange repairs without our authorization. If you hire a repair service on your own before obtaining our written approval, we will not be able to reimburse any related repair costs.
Submission time limit: please contact us within 7 days from the delivery date (according to the carrier’s tracking information).
What you need to do:
Provide your order number and a brief description of the issue.
Upload clear photos or videos showing the incorrect item and the condition of the outer packaging.
Upload clear photos of all labels on the outer cartons.
Keep all original packaging so we can verify the issue.
What we can offer:
Free reshipment of the correct parts, and/or
Free reshipment of the correct product, and/or
Free replacement with another product of similar value (based on your preference), and/or
Arranging a free pick‑up of the incorrect item by the carrier, and/or
A refund.
We will discuss these options with you so you can choose the most convenient solution.
Handling the incorrect item:
After our customer service team has reviewed and confirmed the case, we will inform you whether you may dispose of the incorrect item, keep it, or need to keep it temporarily and wait for the carrier to pick it up. Please do not dispose of the incorrect item before the verification is completed, as this may affect the final refund amount.
Your cost: 0
Submission time limit: please contact us within 7 days from the delivery date (according to the carrier’s tracking information).
What you need to do:
Provide your order number and a brief description of the missing item(s).
Upload clear photos or videos showing the contents of the package and the condition of the outer packaging.
Keep all original packaging so we can verify the issue.
If any parts or accessories are missing, please take out all parts and lay them flat in one photo (as per our example diagram), and also provide photos of the outer carton and shipping label. This helps us accurately identify which parts are missing.
What we can offer:
Free reshipment of the missing parts, and/or
Free reshipment of the correct product, and/or
Free replacement with another product of similar value (based on your preference), and/or
A refund.
Your cost: 0
Submission time limit: no specific time limit.
When delivery fails due to information provided by the customer (for example, an incorrect or incomplete address, appointment missed or the carrier being unable to reach you), the parcel may be returned to our warehouse.
What you need to do:
Once the package has been returned, please contact our customer service team to arrange one of the following:
Reship the parcel to a corrected address, or
Process a refund after the returned goods are received and inspected.
What we offer:
Assistance in arranging reshipment or processing a refund for the returned item(s).
Please note:
To ensure the smooth and efficient operation of our warehouse, returned parcels can only be stored at our warehouse free of charge for a limited period (up to 14 days). After this free storage period, additional storage fees may apply. Daily storage fees depends on the volume of the package. If delivery fails due to address or contact issues related to the information provided, any additional long‑term storage fees may be billed to the customer.
If your returned goods are not re-shipped to you or collected from the warehouse within 30 days of notification, the items may be disposed of by the warehouse without prior notice.
In this scenario, the goods are automatically considered abandoned, and no refund will be issued.
For larger items shipped via LTL freight, the carrier will contact you to schedule a delivery appointment before arrival. We kindly ask that you remain in close contact with the carrier on the day of your scheduled delivery. This helps ensure a smooth, timely delivery and prevents delays. If you miss your scheduled delivery appointment, a re-delivery fee will be charged. If you miss the appointment for the first time, this fee will be charged at up to 20% of the original order amount. Should you miss the appointment for the second time or more, the re-delivery fee charged will be based on its actual incurred cost.
Your cost:
Redelivery / reshipment fees.
Any additional storage fees for extended storage at the warehouse.
For miss-appointment re-delivery or address-error re-delivery for the first time, up to 20% of the order total would be charged. If the re-delivery plus storage fee is less than 20% of the order total, we would only charge on its actual incurred cost. If miss-appointment re-delivery or address-error re-delivery happens for the second time or more, the re-delivery fee and storage fee would be charged based on its actual incurred cost.
We understand that sometimes a product may not be exactly what you expected. In these cases, our team will do its best to help you find a suitable solution.
Submission time limit: within 7 days from the delivery date (according to the carrier’s tracking information).
What you need to do:
Ensure the item is unused, unassembled, and in brand‑new condition.
Keep and use the original packaging for the return (this is required).
Provide your order number and a brief reason for the return.
Upload photos or videos showing the condition of the product so we can confirm eligibility:
If the parcel is unopened, photos of the outer carton are sufficient.
If you have opened the box but have not taken the product out, please keep the product inside the box and take photos showing the interior.
If the product has been taken out, please provide clear, full‑view photos or videos of the entire product.
What we offer:
After we receive and inspect the returned item, we will process a refund or arrange an exchange according to your preference and the condition of the product.
Your costs:
For non‑quality‑related returns, we may charge up to 20% of the order total as a return shipping and handling fee to partially cover transportation and processing costs.
If the original packaging is missing or unusable, an additional US$59 repackaging fee will be charged.
If the original packaging was removed by a White Glove Delivery service provided through us, this repackaging fee will be waived.
Clearance or final‑sale items.
Custom‑made or made‑to‑order items.
Items explicitly marked as “Non‑returnable” on the product page.
Items that have been fully or partially assembled, disassembled, or installed.
Please note: any items returned without prior authorization will not be eligible for a refund and will be refused at the return center.
For returns that are not caused by product quality or shipping damage, we charge a return shipping and handling fee to partially cover the following costs:
Processing and handling of the return.
Inspection and quality checks at the warehouse.
Repackaging and protective materials.
Restocking and inventory management.
These costs help us maintain fair prices for all customers and ensure that returned items can be safely and properly put back into inventory when possible.
Fee standards for non‑quality‑related returns:
Return shipping and handling fee: up to 20% of the order total.
If the original packaging is missing, an additional US$59 repackaging fee will be deducted.
Normally, our customers would not be charged any tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.
Please refer to the following information:
1) check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name)
2) make sure you enter the security code correctly - that's the three-digit numbers on the back of your card.
3) your card issuer may have declined your payment – please contact the card-issuing bank.
If the above information still does not work, you may try to pay it with another payment method – or using PayPal which is more convenient and safe!
Your payment method has flagged us to do a thorough security check to assure that the payment method is being used by an authorized user. Please check your email and reply with the requested documents, and we will pay great attention to your info security.
There are different ways you can choose to pay on our website. We support PayPal, Credit/Debit Card, and more payment methods are being opened.
No.
You can just use one coupon on the same order.
Please select the one with the highest discount when placing your order.
The different period has different sale prices. Prices are subject to change based on the price in effect the day you check out. Unfortunately, we cannot refund you the price difference.
It may be caused by the following reasons:
1. The discount is applied to the original price but not the sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.
2. The code has already expired.
3. The purchase amount is limited.
4. If you still have problems, you can contact customer service for help.
One coupon code can only be applied to an order at a time. If you have more than one coupon code you may use those on your next purchase.
We apologize for this inconvenience.
However, the price will be changed in different promotions, thus we are not able to issue a refund for the difference.
Hushwing reserves the right to change the promotion at any time with our sole discretion.
Thank you for your understanding and support.
Product & Information
Absolutely! Hushwing operates a manufacturing center of over 5,000 square feet, and we take pride in our artisan craftsmanship. We are happy to discuss custom options for specific styles, colors, or dimensions to perfectly fit your space.
Please send your requirements (and photos of your space, if possible) to our email: official@hushwing-store.com. We will assign a dedicated team member to provide you with a personalized consultation and a tailored quote.
To discover our newest designs and seasonal collections, please visit the "New Arrivals" section on our homepage. You can also follow us on our social media channels or subscribe to our newsletter to receive early access to new product launches, exclusive styling tips, and special promotions.
Absolutely! If you have a specific design in mind that is not displayed on our website, please send us your sketches, reference photos, or detailed specifications. With our dedicated manufacturing center and expert artisans, we have the capability to bring unique concepts to life. We will review your request and provide a feasibility assessment and a custom quote.
Yes, we specialize in commercial and large-scale residential projects. Whether you are working on a hotel, restaurant, or a full estate renovation, our team can provide a comprehensive lighting plan tailored to your blueprints. We offer:
Volume Pricing: Competitive rates for bulk orders.
Technical Support: Detailed product specs and installation guidance.
Dedicated Project Management: A single point of contact to ensure your timeline and quality standards are met. Please reach out to our project division at official@hushwing-store.com to start your consultation.
You can also check our Trade Program for more details.
There could be several reasons.
1) Most of the time is that you have entered the email address or password incorrectly.
2) If you still can't log in, you could reset the password. Click "Sign in" on the top right corner of our homepage, then select "Forgot Your Password", enter your registered email address in the provided box and you may receive the reset email to create a new password with the link. Please also check your junk mail folder if you cannot locate our email.
Yes, we can delete your account. Please contact our customer service by Ticket or Chat.
You will not receive any notice from our system after we delete your account. But you can have a test on the Hushwing website. If the account was deleted successfully, it will show "The Email Address or Password you entered is incorrect'' as the following picture shows. And there is no need to reply to our customer service for confirmation. Please don't forget to "Unsubscribe".
One of the most secure online systems is applied to our website to protect your personal information against unauthorized use.
We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.
We respect your privacy and keep your personal information confidential.
When you visit our site, the information collected is stored by your browsers, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.
