FAQ's
Orders
Can I change my order after placing it?
Contact us as soon as possible.
We will make a reasonable effort to update an order that has not entered processing, but we cannot promise changes or cancellations once fulfillment has begun.
Can I cancel my order?
Cancellation may be possible before processing begins.
Contact us promptly with:
- Your name
- Order number
- Email used at checkout
If cancellation is no longer possible, the order may need to be handled under our Returns & Refunds Policy after delivery.
I entered the wrong address. What should I do?
Contact us immediately.
We cannot guarantee an address can be changed after processing begins. Customers are responsible for reviewing shipping information before completing checkout, subject to applicable consumer law.
Why did I receive more than one package?
Some orders may ship in separate parcels because products can be prepared or routed independently.
You will receive available tracking information for each shipment.
Shipping
How long does shipping take?
Orders typically require 3 to 5 for processing before shipment.
All delivery periods are estimates, not guaranteed arrival dates.
Do you provide tracking?
Yes, when tracked service is available.
Once tracking is issued, we send it to the email or contact details associated with your order.
Why has my tracking stopped updating?
Tracking scans may pause between facilities, during customs processing, or before final-mile handoff.
Returns
What is your return window?
Eligible products may be returned within 10 to 12 days according to our Returns & Refunds Policy.
Can I return an installed light?
Items generally need to meet the condition requirements in our Returns & Refunds Policy.
A product that has been permanently installed, modified, damaged, or used beyond what is reasonably necessary to inspect it may not qualify for a discretionary return, except where applicable law provides otherwise.
What if my product arrives damaged?
Contact us within 10 to 12 and include photos or video of:
- The product
- The damage
- Packaging where relevant
- Your order number
We will review the issue and explain the available resolution.
Do you offer exchanges?
If direct exchanges are unavailable, the usual process is to return an eligible item and place a separate order for the preferred product.
Payments
What currency does Osmoq use?
Prices are displayed in USD by default unless the storefront or checkout shows another supported currency.
Your bank or payment provider may apply its own currency-conversion fees.
Which payment methods do you accept?
Available payment methods are shown at checkout.
Only payment methods actually presented at checkout are supported for that transaction.
Is checkout secure?
Checkout uses secure payment processing. Osmoq does not ask customers to send full payment-card information by email or direct message.
Why was my payment declined?
Common reasons include:
- Incorrect billing information
- Bank security checks
- Insufficient available funds
- Card restrictions
- Unsupported payment method
Your bank or payment provider can usually provide more detail.
Product
Do wireless wall lights need electrical wiring?
Many wireless or rechargeable models do not connect directly to household wiring.
Always read the individual product page because power and installation requirements vary.
Are all lights dimmable?
No.
If brightness adjustment is available, it will be listed in the product description or specifications.
What comes in the box?
Included components are listed on each product page where applicable.
Check this section before ordering if you require specific mounting hardware, charging accessories, remote controls, bulbs, or adapters.
Will the product look exactly like my screen?
We work to represent colors and finishes accurately. Screens, room lighting, photography, and manufacturing variation can cause small differences.
Use product dimensions and detailed photographs as your main reference.
Account
Do I need an account to order?
Where guest checkout is available, an account is not required.
I cannot find my order. What should I do?
Check the email or phone number used at checkout.
If you still need help, contact with your name and order details.
How do I unsubscribe from marketing email?
Use the Unsubscribe link at the bottom of a marketing email.
Transactional messages related to active orders may still be sent when necessary.
How do I request access to or deletion of my personal information?
See our Privacy Policy and use the contact method listed there.