Order Processing Time

Each of our lamps is handcrafted and carefully packed, which is why the processing time of your order depends on the availability of the selected material. During the ordering process, you will see the estimated processing time for your order.

Usually, when the material is in stock, order processing takes 30 days.

In the case of custom orders, the processing time will be provided after consultation with our material supplier.

Delivery

Współpracujemy z zaufaną firmą transportową, aby zapewnić najwyższej jakości obsługę dostawy i bezpieczeństwo produktu w transporcie.

We cooperate with a trusted transport company to ensure the highest quality delivery service and the safety of the product during transport. Methods, costs, and delivery time within Poland:
    • Courier (Pocztex) – cost: 95 PLN, delivery time: 1–3 business days
The shipment is delivered directly to the specified address.
    • Personal pickup – free, available at our premises. You will be informed by email about the pickup date after your order is prepared.

    • Cash on delivery – cost: 100 PLN, delivery time: 1–3 business days
Payment is made in cash upon receipt of the shipment.

International Shipping

We also ship our lamps to all countries. Cost and delivery time calculated individually depending on the destination country. Detailed international shipping cost will appear in the cart after entering the delivery address or can be arranged individually: hello@thesu.com.

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Returns

You checked available sample colors, even consulted an Interior Designer, but you are still not convinced whether the selected lamp model fits your interior? Maybe the product does not meet your expectations?

Everyone has the right to change their mind.

We give you 14 days for return or exchange, counted from the date of receiving the product. Just fill out the return form and send it back to us with the lamp. The cost of returning the parcel remains your responsibility.

For the product to be returned, it must remain in its original condition – as it arrived to you. The product must not be damaged or show signs of assembly and use.

The product should be carefully packed in the same box in which it arrived and properly secured.

Refunds for ordered products may take up to 14 business days. We do not refund courier shipping costs.

You can also cancel your order if it has not been shipped yet. We will refund 100% of the amount you paid.

In such a case, contact us via email: hello@thesu.com.

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Complaints

The THESU store complaint policy has been created to ensure our customers’ shopping safety, transparency of rules, and certainty that each complaint will be handled fairly and in accordance with applicable law.

Checking the shipment upon receipt:

After receiving the shipment, please check the package in the presence of the courier. If you notice packaging damage, missing items, or lamp damage during transport – draw up a damage report with the courier and immediately inform us.

To streamline the complaint process, please take and send photos of the damaged product and packaging.

Basis for complaint:

Complaints are accepted for:
• manufacturing or hidden defects,
• damages occurring during transport,
• non-compliance of the product with the description or order.

– wady fabryczne lub ukryte,
– uszkodzenia powstałe w trakcie transportu,
– niezgodność produktu z opisem lub zamówieniem.

To process a complaint, proof of purchase is required.

Submitting a complaint:

A complaint can be submitted via one of the following methods:
• Email: hello@thesu.com,
• Phone: +48 509 135 922,
• Via the form available on the website.

Please include in the submission:
• full name,
• order number,
• description of the defect,
• photos of the damaged product.

Complaint costs:

Instructions regarding coverage of costs associated with a complaint, such as return shipping or costs of repair or product replacement.

Complaint processing:

Complaints are processed within 14 calendar days from the date of receipt of the submission.
We will inform you by email of the decision and further steps.

If the complaint is accepted, we offer:
• product repair,
• replacement with a new product,
• refund (if repair or replacement is not possible).

Exclusions from complaint
Complaints are not accepted in case of:
• mechanical damages caused by the user,
• improper assembly or use contrary to the instructions,
• natural wear of consumable elements (e.g., bulbs, LED strips).

Contact

For any questions regarding complaints, please contact our customer service department:
• Email: hello@thesu.com,
• Phone: +48 509 135 922,
• Via the form available on the website.