FAQ - Fairy Lights Tree

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FAQ

PRODUCT

Yes, you will need 3 AA batteries to use the tree or you can use the enclosed universal USB cable. 

The pearl blossoms tree has 36 pearl shaped LED lights and the fairy lights tree has 108 LED lights.

The trees are approximately 18 inch tall (45 cm). 

Our pearl blossoms tree has soft warm glow light which might not be suitable for reading, but the fairy lights tree has bright white glow which would be sufficient for reading.

No, the trees are currently only available to use with a USB cable or batteries.

Yes, they are fully flexible and can be shaped to desired form. Please be careful when handling the branches so you dont break the electrical connections inside the tree as the lights might not work after that.

You can dust it with a soft cloth. No water should be used for cleaning the tree. 

The lights are set up securely so they don't get too hot and the tree has an automatic 6 hour switch. However, it is not recommended to leave them unattended at home.

At the moment we don't have replacement bulbs available unfortunately.

SHIPPING

We have partnered with international merchants to give you the best products at the most affordable prices.
That means that our products are shipped directly from the manufacturer to your address, leaving out any middle-
men. Currently due to surge in interest in our products, the delivery times are between 10 to 20 business days.

We offer free shipping to over 50 countries, please check the shipping page for details.

Our products are shipped from fulfillment centers in the United States, Western Europe, and Asia. If the item
you've purchased is out of inventory at your nearest location, it will be shipped from the next closest location.

No need to panic. Due to logistical reasons and our products being stocked in different warehouses, the items
might be sent in separate packages. This is protecting you from paying high import taxes on your end. There are
no additional shipping costs associated with receiving multiple packages.

Import taxes and duties may be due once the order arrives at the final destination. These charges are
determined by your local customs office. Our products and their prices do not include such costs and they have to
be paid by the customer.

Due to different handling period and efficiency in customs department, there may be delays in releasing your
order from customs. We cannot be held responsible for such delays or extra costs associated with duties or custom
charges.

Yes. The tracking code is sent once the products have been dispatched.

In some cases, it may take time for the status to update as this is being handled by the postal office of your
country. If you do not see any update on your status, it usually means the order is on its way to you. The status
will update as soon as the package has been scanned by domestic delivery.

If you think your order is delayed, please contact our customer support at hello@fairylightstree.com stating your order number.

ORDERING ONLINE

We accept all major credit and debit cards and you can also pay with Paypal. We do not offer the option to pay
on delivery.

All payments are processed via secure payment gateway called Stripe. Stripe has full control over what payment
method or if the card is allowed or declined and there is nothing we can do about your card being declined for
payment. You do, however, have the option to use Paypal to make a payment.

Our orders are processed the very same day they are placed and they are subject to a handling period of 1 - 3
business days. We are happy to make changes to your order or cancel it if you notify us immediately, within 24
hours of placing your order. Once the orders have been processed and forwarded for fulfillment, unfortunately,
there is nothing we can do at that point and we are not able to offer a refund on the basis of late cancellation. Please check our returns policy for full details.

Please check your spam folder and make sure you typed your email address correctly. If you can't find your
confirmation email, please get in touch with us and we will resend it to you.

When making a purchase on our website, your information is entered into an SSL secure web page which is then
encrypted and sent directly to our credit card provider's network. In there, your card is authorized and
approved. Your credit card or payment information is not stored on our servers and is 100% protected.

Our discount codes are subject to expiry period and they also cannot be combined together with other discount
codes. If this is one of the cases, then your code will be declined. If you think the code should be working,
please feel free to get in touch with us and we will check for you. 

Our discount codes cannot be applied on request basis after your purchase has already been made.