Estimated Fastest Delivery:Sep 17 - Sep 21
All orders Free Shipping & Returns
Blend nature's charm and smart design, adding cozy warmth and flair to your room. It's not just lighting, also a statement of nature, craftsmanship, and your personal style.
Use A-grade rattan and care every little tiny thing, bring the best organic vibe to your space
From unique designs to light finishes, every piece is a labor of love, perfected at every step
Use age-old techniques, making each item a testament to traditional craftsmanship
More than light fixtures, each is a handcrafted statement adding a unique, impressive flair to your room
Blow the dust away from the lampshade using a hair dryer
Take a soft cloth, slightly wet it, and gently wipe the rattan. Avoid harsh cleaners
Allow 70 - 100cm between the bottom of your ceiling fixture and the top of your dining table
Leave a minimum of 200cm from the bottom of the fixture to the floor
Leave a minimum of 200cm from the bottom of the fixture to the floor
Leave a minimum of 200cm from the bottom of the fixture to the floor
Here you’ll find our shipping options, estimated delivery times, and guidance on tracking your order. If you have a question about your destination or delivery, please email [email protected].
We’re pleased to offer delivery to approximately 90% of countries and regions worldwide, including destinations in Asia, Europe, North America, and Oceania.
Whether we can serve a particular destination depends on legal requirements, operating conditions, carrier availability, and the situation in that region.
We maintain fulfillment capacity in key countries across major regions. For each order, we choose the dispatch point, route, and carrier based on the delivery destination, confirmed item availability, and selected delivery speed.
Have a preferred dispatch country, dispatch point, or carrier? You’re welcome to ask. We can only guarantee a particular arrangement once we have confirmed it in writing.
Stock can change quickly. Our website shows the latest information available to us, but an item listed as in stock may no longer be available when we review your order.
For peace of mind, please arrange an electrician or other installation service after your item has arrived and you have inspected it.
Estimated arrival time = order processing time + transit time after dispatch.
Processing time covers the work needed to review and prepare your order before it leaves the dispatch point. Transit time begins after dispatch.
Flight schedules and available flight capacity may affect every shipping method.
When it applies: Suitable local stock has been confirmed for your delivery destination.
Carrier: We select the carrier for the route.
Processing time: We dispatch the order within 1-2 days.
Transit time: Delivery takes 3-7 business days after dispatch.
Shipping fee: Free, except when the remote-destination rule applies.
When it applies: The item ships directly from the manufacturer or is made to order.
Carrier: DPD or EMS.
Processing time: 1-2 weeks.
Transit time: Delivery takes 2-4 weeks after dispatch for most serviceable countries.
Shipping fee: Free, except when the remote-destination rule applies.
When it applies: The delivery destination is Norway, Iceland, Cyprus, Monaco, Puerto Rico, Alaska, or Hawaii.
Carrier: UPS, DHL, or FedEx.
Processing time: 1-2 weeks.
Transit time: Delivery takes 5-7 business days after dispatch.
Shipping fee: EUR 100 per item.
This fee is charged for each item. It covers the longer route and the express-carrier service needed for these destinations.
Remote-Destination Shipping is an exception for the destinations listed above and is not a generally selectable shipping method.
When it applies: Fastest Shipping is available only when we confirm it in writing for your destination, item size, stock position, and current carrier capacity.
Carrier: DHL or DPD.
Processing time: 1-3 days.
Transit time: Delivery takes 2-7 business days after dispatch to the United States, Canada, Germany, Poland, Sweden, France, the Netherlands, Belgium, Austria, Spain, and Italy. Delivery to other serviceable countries takes 6-10 business days after dispatch.
Shipping fee: EUR 5 per small item, EUR 10 per item of any other size, or EUR 20 per large item. Only one size-based fee applies to each item. The EUR 10 rate does not include large items.
Tariff-free: For an approved Fastest Shipping service, we cover the customs duty charged on that service. This tariff-free term does not include VAT, sales tax, import tax, brokerage fees, or every other local government charge.
Fastest Shipping may be unavailable in some countries or regions because of regional instability, carrier restrictions, or other operational conditions.
Alaska and Hawaii remain subject to the remote-destination rule. For any remote destination, Fastest Shipping replaces the Section 5 carrier, processing time, transit time, and shipping fee only when our written confirmation states all four final terms: DHL or DPD as the carrier; 1-3 days as the processing time; the applicable 2-7 or 6-10 business-day transit time; and one fee of EUR 5, EUR 10, or EUR 20.
If the written confirmation does not meet all four requirements, the Section 5 remote-destination terms apply in full. The remote-destination fee and Fastest Shipping fee are never combined automatically.
If you have a preferred carrier, email [email protected] and let us know. We cannot guarantee the request; it takes effect only once we confirm it in writing.
Once your order has been dispatched, any shipping charges already paid cannot be refunded.
The product price, shipping fee, VAT or sales tax, customs duty, import tax, and brokerage fee are separate amounts unless checkout, applicable law, the Fastest Shipping tariff-free rule, or our written confirmation states otherwise.
For every serviceable destination, we are responsible for 20% of any customs duty or brokerage fee charged. Unless an exception in this section applies, you are responsible for the remaining amount.
For an approved Fastest Shipping service, the tariff-free rule in Section 6 controls the customs-duty amount, and we cover that customs duty. The global 20% contribution still applies to any brokerage fee not included in the tariff-free term. For other shipping methods, the global 20% contribution applies to both customs duty and brokerage fees.
Applicable VAT, sales tax, import tax, and other local government charges remain your responsibility unless checkout, applicable law, or our written confirmation states otherwise.
The route we choose may make customs clearance simpler, although we cannot guarantee a clearance date. If you would like to understand the charges for your destination, email [email protected].
When you place an order, you are making an offer to purchase from Hozo. Our automatic order-receipt email lets you know that it reached us; it does not yet confirm acceptance, stock, a dispatch point, or a shipping route.
Before accepting an order, we may ask for more information or verification where it is reasonably needed to review the order, verify payment, help prevent fraud, confirm that we can serve the delivery address, or comply with applicable law.
To help prevent unauthorized card use, we may validate payment details and relevant personal information with the card issuer, payment provider, or another appropriate verification service. We may cancel an order directly if we reasonably suspect fraudulent credit- or debit-card use.
Subject to applicable law, we retain the right to decline or cancel an order for any reason and at any time, including after confirmation or a card charge.
For example, this may relate to a stock change, delivery restriction, failed payment or verification, an obvious pricing error, suspected misuse, operational constraints, or legal concerns. These are examples, rather than a complete list of the circumstances we may consider.
We take care to publish accurate prices, though a pricing error can occasionally appear on our website. If an item is mispriced, we may ask how you would like to proceed, confirm the correct price, discuss an available option with you, or cancel the order.
In most cases, if we cannot process your order, or if the planned shipping route or service changes, we will contact you at the email address provided with the order. Please keep an eye on your inbox and spam folder. International shipping involves several carriers and border processes, so tracking or service information may sometimes take a little longer to appear. If anything concerns you, or you would like us to check the latest available information, please email [email protected]—we’re happy to help.
First, we send an order-receipt email.
We then review the order under Section 8. After we accept it, we begin the applicable production or preparation work.
When the parcel leaves the dispatch point, we send a dispatch email. Carrier transit and delivery begin after dispatch.
Your dispatch email provides the tracking number or numbers and the available carrier tracking link.
You can also check your order at https://www.hozo.it/account/order-query.
Tracking can take time to catch up with a parcel’s movement. Before reporting a parcel as missing, please check each tracking number and link provided with your order.
If the tracking still leaves you unsure, or you have not received a dispatch update after the applicable processing time, email [email protected] so we can look into it with you.
One order may ship in separate parcels because of item size, weight, packaging, stock location, or carrier requirements.
Parcels may leave from different dispatch points, use different tracking numbers, and arrive on different dates. The number of parcels may also differ from the number of products in your order.
Parcels can arrive separately, so receiving one first does not in itself mean another is missing. Check all the tracking information provided with your order.
If you need to change your delivery address, product color, dimensions, or telephone number, your request needs to reach us within 24 hours after you place the order.
A requested change takes effect only after we confirm it in writing. We cannot change these details after dispatch.
Please provide a complete and accurate delivery address, including the street number, and a working telephone number. Please remain reachable in case we or the carrier need a delivery detail.
If an inaccurate or incomplete address you provided causes a parcel to be returned, you are responsible for the actual additional return or redelivery cost. After we receive and inspect the returned parcel, we process any remaining refund under the applicable policy.
You may cancel a standard order without charge if your request reaches us within 24 hours after the order is placed. We measure this period by the time we receive your request.
A cancellation takes effect only after we confirm it in writing. Once a parcel has been dispatched, we cannot stop it.
If you receive the parcel and then request an ordinary return, the 14-day process in the Return & Refund Policy applies. The 30%-50% charge does not apply merely because the parcel had already been dispatched.
If you refuse delivery of a dispatched parcel, a charge of 30%-50% of the order value applies, together with the applicable return-shipping cost. If the refused parcel cannot reasonably be returned to the sender, no refund is available.
Custom and made-to-order items are also subject to Section 15 and the Return & Refund Policy.
A standard order is for a stock product that does not require manufacturer customization. It may still require stock preparation before dispatch.
The 24-hour cancellation option in Section 13 applies to standard orders.
Factory-direct dispatch alone does not make an item custom or non-cancelable.
We cannot cancel or change an item once its customization or made-to-order production has begun.
The usual processing time for a custom or made-to-order item is 1-2 weeks.
Customization is limited to the options we offer on the product page or confirm in writing. A requested change to a customization option takes effect only after we confirm it in writing and only if production has not begun.
When your item arrives, please take a moment to inspect it. Any visible transit damage needs to be reported to [email protected] within 7 days after receipt.
To help us verify the claim, include your order number and package label, plus clear photos of the item, parcel, packaging, and shipping label, to the extent this evidence is reasonably available.
Please keep the item, all packaging, and the shipping label while we review the claim.
Our support team will respond to your transit-damage report within 24-48 business hours. Please check your inbox and spam folder for the response.
You’ll find the applicable claim-review process, available remedies, return-authorization requirements, and evidence rules in our Return & Refund Policy.
The flight schedules and available flight capacity described in Section 2, along with customs processing, weather, carrier disruption, public holidays, product availability, regional instability, and force majeure, may delay an order.
If an item has not arrived by the end of its applicable transit window after dispatch, we provide compensation of 10% of the price you actually paid for that delayed item. If several items are delayed, we calculate this for each affected item only. Items that arrive within their transit window are not included, and the calculation is not based on the whole order value.
If you have any concern about your shipment, please email [email protected]. This includes situations such as:
Tracking has not updated by the end of the applicable transit period.
Tracking shows delivery, but you have not received the parcel.
The parcel has been returned to the sender.
An address error prevents delivery.
The carrier cannot reach the recipient.
The parcel is delayed or damaged in transit.
No dispatch update appears after the applicable processing time.
We’re here to help with shipping questions. Email [email protected] and, if available, include your order number and delivery destination.
You may also ask whether we can serve your destination, provide a requested shipping service, or confirm a preferred carrier. A preferred carrier applies only after we confirm it in writing under Section 6.
If something isn’t quite right with your order, we’re here to help you understand your options. Below, you’ll find how returns, exchanges, and refunds work. You’re welcome to email [email protected] with any questions.
Hozo accepts returns for both defective and non-defective products, subject to the conditions, approval process, remedies, and exclusions in this policy. If a non-defective item is not right for you or you simply change your mind, you may request a return within 14 days after receipt. We call this an ordinary return below.
Please check your order when it arrives. If you notice visible transit damage, an incorrect item, a part missing on delivery, or another package-content discrepancy, let us know within 7 days after receipt. This 7-day period for visible issues does not shorten the 14-day ordinary-return period or the applicable warranty for a latent defect that could not reasonably have been identified earlier.
We use the carrier's delivered timestamp as the receipt date unless you provide credible evidence that the scan or recorded date is inaccurate. If you believe the record is wrong, please share that information with us.
Ordinary returns are available for items that are unused, uninstalled, unmodified, complete, resalable, and in their original box with enough protective packing material. All returns need our written authorization before shipment.
Handmade products may have reasonable differences in color, finish, texture, production batch, or manual measurements. These differences are not defects when they do not materially affect the item's use.
If your plans change, you may request cancellation of a standard order without charge, provided we receive the request within 24 hours after the order is placed. Customized items and any other exclusions expressly stated in this policy do not qualify for this cancellation right.
Please include your order number. We may ask for additional information when it is reasonably needed to verify the order or review your request.
Please wait for our written confirmation: the cancellation takes effect only when we confirm it in writing.
Once an order has been dispatched, we cannot stop it in transit. If you receive the parcel and then wish to return it, the ordinary-return rules in Sections 4-8 apply. The 30%-50% charge in Section 15 does not apply merely because the order had already been dispatched; it applies when delivery of a dispatched parcel is refused.
If something needs correcting, you may request a change to the color, dimensions, delivery address, or telephone number within 24 hours after placing your order.
Please include your order number and the exact change you would like us to review. The change takes effect once we confirm it in writing.
After dispatch, order details can no longer be changed. You are still welcome to contact us with questions about your delivery.
If a non-defective item is not right for you or you have simply changed your mind, please contact us within 14 days after receipt to request an ordinary return. The request needs to meet the conditions in Section 1 and receive our written authorization before you send the item.
Once we approve the return, please dispatch the parcel within 7 days after the approval email, using the return address and instructions provided there.
For a non-defective or change-of-mind return, the actual return shipping cost is paid by you. If we arrange or advance a return-shipping cost that is your responsibility and it remains unpaid, we may deduct that actual cost from your refund.
To help the return go smoothly, please send it within the required time, with authorization, unused, uninstalled, unmodified, complete, and packed with suitable protection. We may refuse a return that does not meet these requirements, including one missing a component that was originally delivered.
Manufacturer-customized goods and accessories such as light bulbs are not eligible for an ordinary return, subject to applicable mandatory law. If you are unsure whether an item is included, please ask us before ordering or before sending it back.
Three or more units of the same product cannot be returned, canceled, or exchanged under the ordinary policy. If you are considering three or more units, we recommend purchasing one first so you can make sure it suits your needs.
Outbound shipping and shipping-insurance charges already incurred are non-refundable after dispatch. Please email us if you would like help understanding a charge.
Returns are accepted by mail after our written authorization. To get started, please email [email protected] with your order number, the reason for your request, any supporting information reasonably relevant to it, and the outcome you would like us to review.
We may ask for additional information when it is reasonably needed to verify the order, review the request, select an appropriate remedy, identify the correct return address, or determine carrier responsibility. This helps us give you the right instructions the first time.
Please wait for our written return authorization and return instructions, including the return address, before sending the item. Sending it early can make the return harder to trace.
After dispatching an approved return, please email us the tracking number, tracking URL, photos of the item, and photos of the packed parcel, to the extent this information is reasonably available. These details help us identify your return.
For a non-defective or change-of-mind return, please arrange payment with the return carrier. The return shipping is your responsibility. If an actual return-shipping cost that is your responsibility remains unpaid, including a cost we arrange or advance on your behalf, we may deduct it from your refund.
If you accept an approved physical remedy for transit damage, a confirmed manufacturing defect reported within 14 days, or an incorrect item, we cover the shipping specifically needed to carry out that approved remedy.
If you would prefer a refund, please let us know so we can review that option. The shipping we cover for an approved physical remedy does not automatically extend to a refund request. If a return is needed, the ordinary return-shipping rules and return conditions apply.
Paid outbound shipping, express shipping, shipping insurance, customs charges, and other charges already incurred are non-refundable, subject to applicable law or a written remedy from Hozo.
If you have shipping insurance, please still follow the applicable reporting period, evidence requirements, and return-authorization process.
When an approved return arrives, we may check the item's condition, completeness, identity, serial number or other identifying details, packaging, and whether it meets this policy's conditions.
A refund or exchange can be approved only after this review is complete. The time needed for inspection, a decision, and starting a refund may vary; this policy does not set a fixed deadline for these steps.
An incomplete return is one that is missing a component originally delivered to you. If that happens, please contact us about the missing component. We may pause, reduce, or refuse the refund while it is addressed.
A component that was missing on delivery is not an Incomplete Return. You do not need to return a component you never received, and we will not refuse a return solely because that component is absent.
Once the returned item has arrived and been inspected, an eligible refund is issued to your original payment method.
PayPal processing takes 1-2 days after we initiate the refund. Credit card processing takes 3-5 days after we initiate the refund.
An eligible refund may take up to 5 working days to reach the original payment method.
The amount credited may vary with exchange-rate movements. We cannot guarantee a particular exchange rate.
For a full or partial cancellation completed before dispatch, we refund the U.S. sales tax attributable to the canceled amount.
After dispatch, any U.S. sales-tax adjustment follows applicable state and local tax law and Hozo's filing status.
Whether a tax, duty, shipping charge, or insurance charge can be refunded depends on the applicable rules; a refund of each charge is not guaranteed.
Would another eligible item suit you better? You may request an exchange within 14 days after delivery. Please email [email protected] with your order number and details of the product you would like to exchange.
The original item follows the ordinary return process and conditions. Once we have received, inspected, and approved it, we can dispatch the replacement.
For a customer-requested exchange, both the return shipping for the original item and the shipping for the replacement are paid by you. Shipping charges already paid are non-refundable after dispatch.
These customer-requested exchange rules do not govern a physical remedy that we approve for transit damage, a confirmed manufacturing defect, or an incorrect item.
If your parcel arrives with visible transit damage, please report it within 7 days after receipt. For a manufacturing-defect claim to be reviewed under this section, please submit it within 14 days after delivery.
Please include your order number and clear photos of the item, parcel, protective packaging, shipping label, and package label, to the extent this evidence is reasonably available. Keep the item, packaging, and labels while we review the claim.
Hozo chooses the appropriate remedy in the first instance. Depending on the issue, this may be an inspection, repair, replacement parts, replacement of the item, or another suitable solution. Replacement parts may include glass, a shade, a frame, or another appropriate part.
When you accept an approved physical remedy under this section, we pay the shipping specifically required to perform that remedy.
If a refund would suit you better, you are welcome to ask us to review it. Refund requests need our approval. If the item needs to be returned, the ordinary return-shipping rules and return conditions apply.
If you decline an approved repair, replacement-parts, or replacement-item remedy and request an ordinary return instead, we will review the request under the ordinary return conditions in this policy.
Claims submitted more than 14 days after delivery can be difficult to verify, particularly where installation or use may have contributed to the damage. In those circumstances, we may be unable to offer a full replacement or refund. We still encourage you to contact us, and our team will do its best to help. Any applicable warranty remedy remains governed by the Warranty section.
If a part is missing when your order arrives, please let us know within 7 days after receipt. Include your order number, photos of the contents received, package label and packaging, and details of the missing part.
Before submitting a claim, please check every tracking number and all parcel information supplied with your order. We will review the available evidence and may provide the missing part or another appropriate solution. The remedy and time needed depend on the circumstances; neither is fixed in advance.
A part that was never received does not need to be included in a return. We will not refuse a return solely because that part is absent.
One order may arrive in several packages. Separate parcels may leave from different dispatch points, use different carriers and tracking numbers, and arrive on different dates.
If one parcel arrives first, the remaining item or part may still be on its way. Please review all tracking and package information supplied with your order before reporting a missing parcel or part.
If you receive an incorrect item, please let us know within 7 days after receipt. Include your order number and clear photos of the item, parcel, packaging, shipping label, and package label, to the extent this evidence is reasonably available.
If you accept the correct-item remedy, we pay return shipping for the incorrect item and shipping for the correct item. We provide the correct item no later than 8 weeks after receiving your report.
If a refund would suit you better, you are welcome to ask us to review it. Refund requests need our approval. If the item needs to be returned, the ordinary return-shipping rules and return conditions apply.
If you decline the correct-item remedy and request an ordinary return instead, we will review the request under the ordinary return conditions in this policy.
Once an order has been dispatched, we cannot stop it in transit. Please email us if your plans have changed.
If you accept the parcel and then request an ordinary return, the 14-day ordinary-return process applies. The 30%-50% charge does not apply merely because the order had already been dispatched.
If you refuse delivery of a dispatched parcel, a charge equal to 30%-50% of the order value applies for storage, preparation, and shipping. You are also responsible for the applicable return-shipping cost. These amounts are deducted from the refund.
If the refused parcel cannot reasonably be returned to sender, no refund is available.
Please pack an approved return carefully and use adequate protective material. If the item is damaged while in transit back to Hozo, we cannot refund the damaged item.
Please contact the return carrier to seek compensation and tell us how you would like the damaged item handled. We hold the item for 14 days after the returned-item damage is identified.
The 7-day visible-issue reporting period and 14-day ordinary-return period do not shorten warranty coverage for a latent defect that could not reasonably have been identified earlier. A claim submitted more than 14 days after delivery follows the applicable warranty category below rather than the ordinary quality-refund process.
We may inspect the product first and choose a repair or replacement parts before replacing the complete item or offering another warranty remedy.
General products have a 2-year warranty. This warranty excludes damage caused by accident, abuse, or neglect, natural aging or wear, and purchases made through online auction sites.
Damage caused by a person is outside the warranty. If a spare part is needed for that damage, the part and its transportation cost are paid by you.
Rechargeable LED table lamps have a 3-month warranty from receipt. For a covered claim, we replace the whole lamp without a product charge, and you pay the transportation cost.
LED lamps, LED light sources, and LED drivers have a 6-month warranty from receipt. For a covered claim, we provide replacement parts without a part charge, and you pay shipping.
Other LED-lamp accessories and non-LED light-source products have 2-year coverage from receipt. For a covered claim, we provide replacement parts without a part charge, and you pay freight.
If you have a question about a return, refund, exchange, delivery issue, or warranty, please email [email protected]. Include your order number and tell us what you would like help with and the outcome you would like us to review.
Questions about delivery, returns, or your order? You’ll find answers below. If you need a hand, email [email protected] with your order number — we’re happy to help.
The Shipping Policy, Return & Refund Policy, and Terms & Conditions contain the full rules. This page is a practical guide to those policies.
We ship to approximately 90% of countries and regions worldwide, including but not limited to destinations in Asia, Europe, North America, and Oceania. Service to a particular address still depends on legal, operational, carrier, and regional availability.
For each order, we select the dispatch point, route, and carrier based on your delivery destination, confirmed item availability, and selected delivery speed. We do not guarantee a particular dispatch country, dispatch point, or carrier unless we confirm it in writing.
Standard shipping is free for local-stock orders and for factory-direct or custom orders, except where the remote-destination rule applies.
Remote-destination shipping applies to Norway, Iceland, Cyprus, Monaco, Puerto Rico, Alaska, and Hawaii. The charge is EUR 100 per item, rather than per order.
Fastest Shipping is a separately confirmed service. When we confirm it in writing, the fee is EUR 5 per small item, EUR 10 per item of another size, or EUR 20 per large item. VAT, sales tax, import tax, brokerage fees, and other local government charges may remain separate. A shipping charge already paid is non-refundable after dispatch.
Estimated arrival time is the order processing time plus the transit time after dispatch. Processing time covers review and preparation before the parcel leaves the dispatch point; transit time starts after dispatch.
For suitable local-stock orders, we usually dispatch within 1-2 days, followed by delivery in 3-7 business days after dispatch. For factory-direct or custom orders, processing usually takes 1-2 weeks, followed by delivery in 2-4 weeks after dispatch for most serviceable countries.
For a remote destination, the usual processing time is 1-2 weeks and transit is 5-7 business days after dispatch. An approved Fastest Shipping service has 1-3 days of processing, followed by 2-7 business days after dispatch for the United States, Canada, Germany, Poland, Sweden, France, the Netherlands, Belgium, Austria, Spain, and Italy, or 6-10 business days for other serviceable countries.
Flight schedules and available flight capacity can affect every shipping method. Customs processing, carrier disruption, public holidays, product availability, and regional conditions can also affect the actual delivery time.
If an item has not been delivered by the end of its applicable post-dispatch transit window, we provide compensation equal to 10% of the price actually paid for that delayed item. If more than one item is delayed, the same calculation applies only to those delayed items, not to unaffected items or the value of the whole order.
Fastest Shipping is available only when we confirm it in writing for your destination, item size, stock position, and current carrier capacity. The approved carrier is DHL or DPD, and the processing time, transit window, and one applicable per-item fee will be stated in that confirmation.
You may email [email protected] to request a preferred carrier. We will review the request with the route and current capacity, but a preferred-carrier request is not guaranteed until we confirm it in writing. Fastest Shipping may be unavailable in some regions because of regional instability, carrier restrictions, or other operational conditions.
The payment methods available for your order are the options shown at secure checkout. Availability can vary by country, currency, payment provider, and order conditions. The current payment page lists PayPal, Visa, MasterCard, American Express, Discover, Diners Club, and JCB; please use the methods actually displayed for your order.
Before accepting an order, we may request information reasonably needed to verify payment, prevent fraud, confirm that we can serve the delivery address, or comply with applicable law.
You will first receive an order-receipt email. It confirms that we received your order request, but it does not by itself mean that we have accepted the order or confirmed stock, a dispatch point, or a shipping route.
We then review the order and may ask for reasonable information needed to complete that review. Once the order is accepted, we begin the applicable preparation or production work. When the parcel leaves the dispatch point, we send a dispatch email with the available tracking information.
Subject to applicable law, we may refuse or cancel an order at any time, including after confirmation or a card charge. Reasons may include a stock change, delivery restriction, failed payment or verification, an obvious pricing error, suspected misuse, operational constraints, or legal concerns; these examples are not exhaustive. If an item is mispriced, we may ask for your instructions, confirm the correct price, discuss an available option with you, or cancel the order.
If we cannot process an order, or if the planned route or service changes, we will usually contact you using the email address provided with the order. Please check your inbox and spam folder. International shipping involves several carriers and border processes, so tracking or service information can sometimes be delayed. If you are concerned, email [email protected] and we will review the latest information available to us.
Your dispatch email provides the tracking number or numbers and the available carrier tracking link. You can also check your order at Hozo order tracking.
A carrier scan may appear after the parcel has physically moved. Before reporting a parcel as missing, please check every tracking number and link supplied for your order. If the tracking information remains unresolved, or no dispatch update appears after the applicable processing time, email [email protected].
One order may ship in separate parcels because of item size, weight, packaging, stock location, or carrier requirements. Parcels may leave from different dispatch points, use different carriers and tracking numbers, and arrive on different dates.
The number of parcels may differ from the number of products in your order. If one parcel arrives first, that alone does not mean another parcel or part is missing; please check all tracking and package information supplied with the order.
You may request cancellation of a standard order without charge if we receive your request within 24 hours after the order is placed. A cancellation takes effect only after we confirm it in writing.
Within the same 24-hour window, you may request a change to the product color, dimensions, delivery address, or telephone number. Please include your order number and the exact change requested. A modification takes effect only after written confirmation, and order details cannot be changed after dispatch.
Once customization or made-to-order production begins, the affected item cannot be canceled or modified. A dispatched parcel cannot be stopped. If you receive it and then request an ordinary return within 14 days, the ordinary-return process applies. The 30%-50% charge does not apply merely because the parcel has already been dispatched; it applies when delivery of a dispatched parcel is refused, together with the applicable return-shipping cost. If the refused parcel cannot reasonably be returned to the sender, no refund is available.
A standard order is for a stock product that does not require manufacturer customization. It may still need stock preparation before dispatch, and factory-direct dispatch alone does not make an item custom or non-cancelable.
A custom or made-to-order item is produced or adjusted to the options we offer on the product page or confirm in writing. Its usual processing time is 1-2 weeks. Once production begins, the item cannot be canceled or modified. Manufacturer-customized goods are not eligible for an ordinary return, subject to applicable mandatory law.
Please contact us promptly. Visible transit damage, an incorrect item, a part missing on delivery, or another package-content discrepancy must be reported within 7 days after receipt. A manufacturing-defect claim must be submitted within 14 days after delivery for review.
Email [email protected] with your order number, package or shipping-label details, clear photos of the item and packaging, and any other information reasonably available. Please keep the item, packaging, and labels while we review the claim. We may ask for reasonable supplemental information to verify the order, identify carrier responsibility, or choose an appropriate remedy.
Hozo retains the first choice of an appropriate remedy, which may be inspection, repair, replacement parts, replacement of the item, or another suitable solution. If you accept a correct-item remedy for an incorrect delivery, Hozo pays the return shipping for the incorrect item and the shipping for the correct item, which we provide no later than 8 weeks after receiving your report. You may request a refund, but a refund request remains subject to review and is not automatically approved. Claims made more than 14 days after delivery can be difficult to verify, especially after installation or use, but we still encourage you to contact us. A claim submitted more than 14 days after delivery follows the applicable warranty category rather than the ordinary quality-refund process.
Our support team will respond to a transit-damage report within 24-48 business hours. Please check your inbox and spam folder for the response.
An ordinary return must be requested within 14 days after receipt. The item must be unused, uninstalled, unmodified, complete, resalable, and in its original box with sufficient protective packing material. Manufacturer-customized goods, accessories such as light bulbs, and three or more units of the same product are not eligible under the ordinary policy, subject to applicable mandatory law.
Email [email protected] with your order number, the reason for the request, supporting evidence, and the outcome you would like us to review. Please wait for our written return authorization and the return address and instructions before sending anything. After approval, dispatch the parcel within 7 days after the approval email and send us the tracking number, tracking URL, and available item and parcel photos.
For an ordinary non-quality return, you pay the actual return-shipping cost. If Hozo arranges or advances a return-shipping cost that remains your responsibility and is unpaid, we may deduct the actual cost from your refund.
When you accept an approved physical remedy for transit damage, a confirmed manufacturing defect reported within 14 days, or an incorrect item, Hozo pays the shipping specifically required to perform that remedy. If you request a refund instead, free shipping for a physical remedy does not apply automatically.
A return label is not automatically provided. Follow the return address and instructions in Hozo's written authorization. If a label is available or required for an approved remedy, we will confirm the applicable process in writing. Paid outbound shipping, express shipping, shipping insurance, customs charges, and other charges already incurred are generally non-refundable after dispatch, subject to applicable law or a written remedy from Hozo.
You may request an eligible exchange within 14 days after delivery by emailing [email protected] with your order number and the product details. The original item must meet the ordinary return conditions and be received, inspected, and approved before we dispatch the replacement.
For a customer-requested exchange, you pay both the cost of returning the original item and the cost of shipping the replacement item. Shipping charges already paid are non-refundable after dispatch. These rules do not govern a physical remedy that Hozo approves for transit damage, a confirmed manufacturing defect, or an incorrect item.
An eligible refund is issued to the original payment method after Hozo receives and inspects the returned item. PayPal processing takes 1-2 days after we initiate the refund; credit-card processing takes 3-5 days after initiation. An eligible refund may take up to 5 working days to reach the original payment method. Exchange-rate movements may change the amount credited.
For a full or partial cancellation completed before dispatch, we refund the U.S. sales tax attributable to the canceled amount. After dispatch, any U.S. sales-tax adjustment follows applicable state and local tax law and Hozo's filing status. We do not guarantee a refund of every tax, duty, shipping charge, or insurance charge.
The product price, shipping fee, VAT or sales tax, customs duty, import tax, and brokerage fee are separate amounts unless checkout, applicable law, an approved Fastest Shipping service, or our written confirmation states otherwise.
For every serviceable destination, Hozo is responsible for 20% of any customs duty or brokerage fee charged. Unless an applicable exception applies, you are responsible for the remaining amount. For an approved Fastest Shipping service, Hozo covers the customs duty charged for that service, but the tariff-free term does not automatically include VAT, sales tax, import tax, brokerage fees, or other local government charges.
The 7-day visible-issue reporting period and 14-day ordinary-return period do not shorten warranty coverage for a latent defect that could not reasonably have been identified earlier. We may inspect a product and choose repair or replacement parts before replacing the complete item or offering another warranty remedy.
General products have a 2-year warranty, excluding damage caused by accident, abuse, neglect, natural aging or wear, and purchases made through online auction sites. Human-caused damage is excluded; when it requires a spare part, the part and related transportation cost are your responsibility.
Rechargeable LED table lamps have a 3-month warranty from receipt. For a covered claim, we replace the lamp without a product charge, and you pay the transportation cost. LED lamps, LED light sources, and LED drivers have a 6-month warranty from receipt; for a covered claim, we provide replacement parts without a part charge, and you pay shipping. Other LED-lamp accessories and non-LED light-source products have 2-year coverage from receipt; for a covered claim, we provide replacement parts without a part charge, and you pay freight.
Please pack an approved return carefully and use adequate protective material. If the item is damaged while traveling back to Hozo, we cannot refund the damaged item. You must seek compensation from the return carrier and tell us how you would like the damaged item handled. We hold the item for 14 days after the returned-item damage is identified.
Questions are welcome. For shipping, returns, refunds, exchanges, delivery issues, or warranty support, email [email protected] with your order number and the outcome you would like us to review. For a shipping question, include your delivery destination when available.
International shipping involves multiple carriers and border processes, so some information may arrive later than expected. If you are concerned, please email us and check your inbox and spam folder for our reply.
