FAQs
After you place an order with Hushwing, we will first begin the processing stage. Order processing typically takes 3-5 business days. If the processing time exceeds this timeframe, we will notify you via email. Shipping duration depends on your country or region; please refer to our Shipping Policy for specific delivery timelines.
Yes, we understand that plans can change! You may request modifications to your order—including updates to the item, color, size, or shipping address—within 24 hours of payment confirmation at no extra cost.
How to Modify: Please contact our support team immediately via Live Chat or email at official@hushwing-store.com with your order number.
The Cut-off: To ensure fast delivery, once an order enters the shipping stage, we can no longer make any changes.
If Already Shipped: If your order has already been dispatched, please wait to receive the package and then refer to our Return & Warranty Policy for assistance.
Note: For modifications requested after 24 hours but before shipment, processing may be subject to our standard cancellation terms.
Yes, you can cancel your order under the following conditions:
Within 24 Hours: You are eligible for a full refund if the cancellation request is submitted within 24 hours of purchase and before the order has been processed. Please contact our support team immediately via Live Chat or email at official@hushwing-store.com.
After 24 Hours (Before Shipment): Since we prioritize fast fulfillment, orders that have entered the preparation or warehouse allocation stage may incur a cancellation fee (10%–20%) to cover incurred processing costs.
After Shipment: Once an order has been dispatched, it cannot be canceled. If you no longer require the items, please receive the package first and then follow our Return Policy to initiate a return request.
Typically, order processing takes 3 – 5 business days. Once your order has been dispatched from our manufacturing hub, an automated confirmation email containing your tracking number will be sent to your registered email address immediately.
If you haven’t seen the email yet, please try the following:
Check Your Folders: Automated emails are sometimes filtered into Spam, Junk, or Promotions folders.
Verify the Timeline: Processing time excludes weekends and public holidays.
Contact Support: If it has been more than 7 business days since your payment and you still haven't received an update, please email us at official@hushwing-store.com with your order number for a status check.
You can update your billing address by logging into your account or contacting our support team via Live Chat before the order is finalized. Please note that changing the billing address does not affect the shipping destination. If you need to change your shipping address, please contact us within 24 hours of purchase to ensure the update is processed before dispatch.
Please check your Spam or Promotions folders, as automated emails can sometimes be misfiltered. Also, verify that the email address used during checkout is correct. If you still cannot find the confirmation after 24 hours, please contact us at official@hushwing-store.com with your full name and order details, and we will manually resend it.
To use your discount, simply enter the code into the "Coupon Code" or "Discount Code" box on the Checkout page and click "Apply". The total amount will update automatically. Please note that most codes cannot be combined with other offers or applied to Trade Program orders.
Total delivery time consists of two parts: Order Processing (3-5 business days) plus International Shipping. For the United States, shipping typically takes 10-18 business days. Please note that these timeframes exclude weekends and public holidays in both origin and destination countries.
No. To provide factory-direct pricing, all orders are dispatched directly from our 53,000 sq. ft. manufacturing hub in Zhongshan, Guangdong, China. This model eliminates middleman markups and warehousing costs, passing the savings directly to you.
Please check your tracking number provided in the Shipping Confirmation email. If your order is within the Estimated Delivery Window disclosed at checkout, it is likely in international transit or undergoing customs clearance. If it has exceeded the estimated timeframe, please contact us for assistance.
International shipping often involves an initial transit stage before reaching your country. Tracking updates may be infrequent until the package is handed over to a local carrier (like UPS, FedEx, or DHL) in your region. This does not mean your package is lost.
To ensure the safety of fragile items, we may use reinforced packaging or split orders into multiple boxes based on product dimensions. You will receive tracking numbers for each parcel.
Packages are typically returned due to an incorrect/incomplete address or the recipient being unavailable after multiple attempts. Please note that the customer is responsible for costs arising from failed delivery due to provided address errors or refusal.
International shipping often involves an initial transit stage before reaching your country. Tracking updates may be infrequent until the package is handed over to a local carrier in your region. This does not mean your package is lost.
Carriers sometimes mark items as delivered 1-2 days before actual arrival. Please check with neighbors or your local post office first. If you purchased Shipping Protection, claims for missing "delivered" packages will receive priority processing.
For the USA, UK, and EU, we operate on a Duties Paid (DDP) basis, meaning we handle all import taxes—the price at checkout is final. Unjustified refusal will result in the customer being responsible for return shipping fees and duties, which will be deducted from any refund.
Our logistics partners typically make multiple attempts or leave a notice for pickup. Please cooperate with local carrier contact attempts, as failure to do so may result in the package being returned or disposed of at your expense.
It typically takes 1 – 2 business days after dispatch for the tracking number to become active in the carrier's system. If it remains invalid after 48 hours, please contact our support team at official@hushwing-store.com.
We offer a 30-day return policy, allowing you to request a return within 30 days of receiving your item. To be eligible, the item must be in its original condition, unassembled, and in its original packaging.
Once we receive and inspect your return, refunds for qualifying items are typically processed within 5 – 7 business days. The time it takes for the funds to reflect in your account depends on your payment provider’s policies.
Please inspect your order upon reception and contact us within 7 days if the item is defective or damaged. We provide a 7-Day DOA Guarantee, and we will arrange a replacement or refund after verifying the issue with photos or videos.
If you receive an item different from what you ordered, please contact us immediately. We will evaluate the issue and send the correct item at no extra cost while assisting you with the return of the incorrect product.
Please contact our support team at official@hushwing-store.com within 7 days of delivery. We will verify the shipment records and dispatch the missing components to you as a priority at no additional charge.
If a delivery fails due to an invalid address or recipient unavailability, the customer is responsible for all return shipping fees, duties, and re-delivery costs. These incurred costs will be deducted from your final refund.
We accept "change of mind" returns within 30 days. In these cases, the customer is responsible for the actual return shipping costs and any applicable restocking fees, and the item must remain in its original, resalable condition.
Custom-made products, clearance items, and any fixtures that have already been installed or modified are non-returnable. Please contact us if you have questions about a specific item before purchasing.
While we offer Free Standard Shipping Worldwide for initial orders, the costs associated with returning an item for personal reasons are covered by the customer. This allows us to maintain our factory-direct pricing model and eliminate middleman markups.
For customers in the USA, UK, and EU, we offer Duties Paid (DDP) service, meaning all import duties and taxes are included in the price at checkout—there are no hidden fees. For other regions, while most customers do not pay additional fees, customs inspections can occasionally lead to import charges. Since these policies vary significantly by country, we cannot control or predict these specific costs.
Please refer to the following information:
1) check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name)
2) make sure you enter the security code correctly - that's the three-digit numbers on the back of your card.
3) your card issuer may have declined your payment – please contact the card-issuing bank.
If the above information still does not work, you may try to pay it with another payment method – or using PayPal which is more convenient and safe!
Your payment method has flagged us to do a thorough security check to assure that the payment method is being used by an authorized user. Please check your email and reply with the requested documents, and we will pay great attention to your info security.
There are different ways you can choose to pay on our website. We support PayPal, Credit/Debit Card, and more payment methods are being opened.
No.
You can just use one coupon on the same order.
Please select the one with the highest discount when placing your order.
The different period has different sale prices. Prices are subject to change based on the price in effect the day you check out. Unfortunately, we cannot refund you the price difference.
It may be caused by the following reasons:
1. The discount is applied to the original price but not the sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.
2. The code has already expired.
3. The purchase amount is limited.
4. If you still have problems, you can contact customer service for help.
One coupon code can only be applied to an order at a time. If you have more than one coupon code you may use those on your next purchase.
We apologize for this inconvenience.
However, the price will be changed in different promotions, thus we are not able to issue a refund for the difference.
Hushwing reserves the right to change the promotion at any time with our sole discretion.
Thank you for your understanding and support.
Product & Information
Absolutely! Hushwing operates a manufacturing center of over 53,000 square feet, and we take pride in our artisan craftsmanship. We are happy to discuss custom options for specific styles, colors, or dimensions to perfectly fit your space.
Please send your requirements (and photos of your space, if possible) to our email: official@hushwing-store.com. We will assign a dedicated team member to provide you with a personalized consultation and a tailored quote.
To discover our newest designs and seasonal collections, please visit the "New Arrivals" section on our homepage. You can also follow us on our social media channels or subscribe to our newsletter to receive early access to new product launches, exclusive styling tips, and special promotions.
Absolutely! If you have a specific design in mind that is not displayed on our website, please send us your sketches, reference photos, or detailed specifications. With our dedicated manufacturing center and expert artisans, we have the capability to bring unique concepts to life. We will review your request and provide a feasibility assessment and a custom quote.
Yes, we specialize in commercial and large-scale residential projects. Whether you are working on a hotel, restaurant, or a full estate renovation, our team can provide a comprehensive lighting plan tailored to your blueprints. We offer:
Volume Pricing: Competitive rates for bulk orders.
Technical Support: Detailed product specs and installation guidance.
Dedicated Project Management: A single point of contact to ensure your timeline and quality standards are met. Please reach out to our project division at official@hushwing-store.com to start your consultation.
You can also check our Trade Program for more details.
There could be several reasons.
1) Most of the time is that you have entered the email address or password incorrectly.
2) If you still can't log in, you could reset the password. Click "Sign in" on the top right corner of our homepage, then select "Forgot Your Password", enter your registered email address in the provided box and you may receive the reset email to create a new password with the link. Please also check your junk mail folder if you cannot locate our email.
Yes, we can delete your account. Please contact our customer service by Ticket or Chat.
You will not receive any notice from our system after we delete your account. But you can have a test on the Hushwing website. If the account was deleted successfully, it will show "The Email Address or Password you entered is incorrect'' as the following picture shows. And there is no need to reply to our customer service for confirmation. Please don't forget to "Unsubscribe".
One of the most secure online systems is applied to our website to protect your personal information against unauthorized use.
We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.
We respect your privacy and keep your personal information confidential.
When you visit our site, the information collected is stored by your browsers, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.