FAQS – Afternoon Light
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FAQs

ORDERS & SHIPPING

Where is my order?

Once your order has shipped, we’ll send you an email with your tracking number (this is separate to the email confirmation we send when you first place your order!) Depending on your order, there may be multiple shipments. As each shipment is ready to go out, we’ll send each corresponding tracking number.

Remember some items (especially those custom made) have extended Available to Ship times and you won’t receive a tracking number until your item is ready for shipping. All items have their Available to Ship time listed on their product page under Shipping & Returns.

If your item has special delivery, our shipping partners will call you to arrange for a convenient delivery time once they have picked up your order.

The best way to keep track of your orders and shipments is to log into your Customer Account. Each of your orders are listed and within each order, you can see the different shipments and whether they have been fulfilled yet. Once fulfilled, the shipment will update with the tracking number.

We do our best to keep you updated throughout the process but if you have any questions, please reach out to our Customer Service team at hi@afternoonlight.com with your order number from the confirmation email and the email address associated with the order.

Where can I find my order number?

Your order number is on the confirmation email we sent you from hi@afternoonlight.com (Don’t see it? It may be in your Spam or Junk Mail folder)

You can also see your order and order number if you log into your Customer Account.

Can I cancel or make changes to my order?

Before placing your order, please review all items and details carefully as we generally cannot cancel or make changes once the order has been placed.

If you need to request a cancellation or a change, please reach out to our Customer Service Team at hi@afternoonlight.com. Please remember that Made-to-order items are custom made for you and fabrication begins once you place an order, therefore all Made-to-order items are strictly non-refundable and non-cancellable.

Can I change the address on my order?

We cannot guarantee that we will be able to change your shipping address once your order has been placed, so please always double check your details carefully before completing your order.

If you need to request a delivery address change, please reach out to our Customer Service Team at hi@afternoonlight.com.

Can I exchange my order for a different size, style or finish?

We do our best to provide you with all the product information we can so that you can make informed purchases.

We do not offer exchanges unless you receive an incorrect or damaged item. If you have received an incorrect order or a damaged item, please immediately reach out to our Customer Service Team hi@afternoonlight.com with your order number, email address associated with the order, and, in the case of damage, photos of the item, the box it was shipped in and any packing materials.

If you would like more information about a product before placing an order, please reach out to our Customer Service Team at hi@afternoonlight.com.

Do you ship internationally?

Not yet! Right now, we ship to the 48 contiguous US states and are working on being available across North America and beyond in the near future.

How much is shipping?

We charge a flat $15 shipping fee on all orders below $250. Shipping is free on orders $250 and above. Some exceptions, such as oversized or custom-made items, apply as they require special delivery.

Large or special delivery items not eligible for Standard Flat Fee Shipping will be noted as such on the product page and will utilize White Glove delivery priced at $250 or $600 depending on size and weight.

How long does shipping take?

Standard shipping is via UPS Ground or Fedex Ground and generally takes 5-7 business days after the item has shipped.

Items requiring special delivery may take up to 10 business days after the item has shipped. Once our shipping partners have picked up your item, they will bring it to a facility near your delivery address, and then call you to arrange a convenient delivery window for last mile delivery.

Can I ship one order to multiple addresses?

Unfortunately, we cannot deliver to multiple addresses. Please create separate orders for each different delivery address.

What should I do if I receive a damaged item?

We recommend always checking your order for damage before signing and accepting any package. If you discover your item is damaged, please take photos of the item, the box it was shipped in and any packing materials, and reach out to our Customer Service team at hi@afternoonlight.com with your order number, email associated with the order and photos.

We’ll always do our best to make it right, but damage claims raised after 2 days of delivery cannot be accommodated.

What should I do if I’ve received the wrong item?
If you received an incorrect item, please reach out to our Customer Service team at hi@afternoonlight.com.

We’ll always do our best to make it right, but wrong item claims raised after 5 days of delivery cannot be accommodated.

What should I do if I didn’t receive my entire order?

Please remember that some orders ship in multiple boxes. The confirmation email you received when you placed the order lists all the items included, and we then send subsequent emails with tracking numbers as each shipment of your order is fulfilled.

The best way to check on the status of your entire order is to sign into your Customer Account. There you’ll see all the items in your order, whether they’ve been fulfilled yet and any associated tracking information.

What should I do if I didn’t receive a shipment?

Always check your tracking number to confirm whether the shipment has been marked as delivered. If shown as delivered, make sure to double check the areas around your home (stairwells, mailrooms, neighbors) before reaching out to our Customer Service Team at hi@afternoonlight.com.

What does White Glove Delivery include?

White Glove Delivery means bringing your shipment to your room of choice, unpacking your item and removing any debris or packing materials.

Please remember to measure each point along the path of entry. It is your responsibility to ensure that the shipment can fit through any doorways, hallways, stairwells and into any elevators. Make sure to take any obstacles such as light fixtures, baseboards, hinges, handrails etc in your measurements.

Take a look at our Measuring Guide for more information and tips on how to measure your home. Some obstacles, such as the hinges on internal doors, may be removable. Please make sure that you remove all obstructions from the path of entry before our shipping partner arrives with your shipment.

How do I measure the path of entry for special delivery?

Check out our Measuring Guide for information and tips on how to measure your doorways, hallways, stairwells and elevators etc. Some obstacles, such as the hinges on internal doors, may be removable. Please make sure that you remove all obstructions from the path of entry before our shipping partners arrive with your shipment.


Why is there no White Glove service to my address?

We’re working on expanding our White Glove delivery range to all our customers, but there are some areas where our shipping partners cannot offer the full service. If your delivery address is outside of White Glove Delivery range, we will always reach out to you to offer Threshold Delivery or an alternative.

Threshold Delivery means that our shipping partner will schedule a delivery time with you but leave the shipment at the entry of your property. Please review the item’s weight and dimensions and make sure you are comfortable unpacking and moving the item into your home before opting for Threshold Delivery.

How do I contact Customer Care?
Reach us at hi@afternoonlight.com with any questions, concerns or just to say hi!

PRODUCT CARE

Where do I find more technical information about a product?

If the product has a technical tear sheet, it will be listed on the product page under “Details.” Still have questions? Reach out to our Customer Service team at hi@afternoonlight.com. 

How do I care for my item?

We try our best to list full care instructions for each product on their product page under “Details.” Please reach out to Customer Service at hi@afternoonlight.com if you have any questions.

My item has broken and is still under warranty, what do I do?

Please reach out to our Customer Service team at hi@afternoonlight.com with your order number and the email address associated with the order.

RETURNS

Where can I find your return policy?

Check out our return policy here.

GENERAL

Where can I find your privacy policy?

Our Privacy Policy is linked in the footer of our site. You can also find it here. If you have any other questions regarding privacy, how we use cookies, or how we protect your data, please reach out to privacy@afternoonlight.com.

How do I opt out of the mailing list?

The fastest and easiest way to unsubscribe from our mailing list is to click the “unsubscribe” link at the bottom of the newsletter. Please note it may take 24 hours for the system to update.

If you unsubscribe from the newsletter, you will still receive confirmations and updates about any order you place.

How do I change my email subscription settings?

The fastest and easiest way to unsubscribe from our mailing list is to click the “change my subscription settings” link at the bottom of the newsletter. Please note it may take 24 hours for the system to update.

Do you have sale events?

We occasionally offer sales and limited time promotions. Join our mailing list, sign up for text updates or follow on social media to hear about any upcoming sales first.

PAYMENT

What forms of payment are accepted?

We accept all major credit cards, Shop Pay and PayPal.

When will my credit card be charged?

Payment is processed in full upon receiving your order.

In some instances, such as custom made items, there may be an extended period between payment and delivery, so please make sure to check lead times before placing your order. We take payment immediately upon receiving your order so our partners can get your items out to you ASAP.

How do I use a promotion code?

Enter your promotion code at checkout for your discount to be applied to your cart.

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