Shipping policy

Shipping & Delivery

Delivery Availability

We currently ship to the United Kingdom, European Union, United States, and Canada.

Processing & Dispatch

All orders are carefully packed by hand and dispatched within 3–5 working days of payment being confirmed.

Each order is prepared with attention to detail to ensure it arrives safely, particularly where ceramics and glassware are involved. During busy periods, product launches, or seasonal demand, processing times may occasionally extend slightly.

If there are any significant delays, you will be notified via email.

Orders placed before 12pm on a working day may be prioritised for earlier dispatch where possible, though this is not guaranteed.

Once your order has been dispatched, you will receive a confirmation email with tracking details.

UK Delivery

All UK orders are shipped via a range of tracked services.

Shipping is calculated at checkout based on the total packed weight of your order.

We offer free UK shipping on all orders over £85.

Weight (lb)	Estimated Delivery	Cost
0 to 1.1 lb	2–3 working days	£2.99
1.11 lb and above	2–3 working days	£4.95

Other providers will also be made available to you with differing costs and estimated delivery times upon dispatch.

Delivery timeframes are estimates and begin once your order has been dispatched.

International Delivery (EU, United States & Canada)

International orders are fulfilled using Easyship, with a range of courier options selected based on destination, parcel size, and weight.

Shipping costs are calculated at checkout and may vary depending on:

Delivery location
Parcel weight and dimensions
Selected courier service

Estimated delivery times and available shipping options will be shown during checkout.

All international shipments include tracking.

Import Duties & Taxes

For orders shipped outside of the United Kingdom, your order may be subject to import duties, taxes, or handling fees applied by your local customs authority.

These charges are not included in your order total and are the responsibility of the customer.

Where applicable, estimated duties and taxes may be displayed at checkout. These are provided as estimates only and may vary depending on local regulations.

A Note on Fragile Goods

Every Lowlight order includes carefully selected ceramics, glassware, or serveware. Each parcel is packed by hand using protective materials designed specifically for fragile items.

While every precaution is taken to ensure your order arrives safely, damage during transit can occasionally occur.

If your order arrives damaged, please take pictures of:

The damaged item(s)
The package with shipping label
The internal packaging used to protect the items
[ Optional ] video of damaged goods

Contact us at hello@lowlight.co.uk within 48 hours of delivery

We will arrange a replacement or refund as quickly as possible. You will not be required to return damaged items at your own expense.

Tracking Your Order

Once your order has been dispatched, you will receive a tracking link via email.

If you have not received tracking details within 5 working days of placing your order, please check your spam folder first. If you still cannot locate it, contact us at hello@lowlightcafe.co.uk.

Missing or Lost Parcels

If your tracking shows no movement for more than:

10 working days (UK)
20 working days (international)

Please contact us and we will investigate with the courier on your behalf.

Parcels are considered officially lost in accordance with the courier’s policies. We will keep you updated throughout the process and resolve the issue as quickly as possible.