Contact information
Thank you for shopping with Lightnight. Whatever you need — a question before you order, an update on one that's already on its way, or help with something that hasn't gone to plan — this is the right place to reach us.
How to reach us
The quickest way to reach us is through the contact page on this website, or by email at deborahshophelp@outlook.com. Both arrive in the same inbox and are read by the same small team, so there is no advantage to sending your message twice.
To help us answer you properly the first time, please include your order number if you have one, the email address you used at checkout, and a short description of what you need. If your question is about an item that arrived damaged, attaching a photograph in your first message will usually save several days of back and forth.
What to expect after you write to us
Every message that reaches us is read. We work through the inbox in the order messages arrive, and we answer each one properly rather than sending a holding reply that tells you nothing.
We are deliberately not going to promise you a fixed response time. The honest position is that it varies. Some days the inbox is quiet and you will hear back quickly; at busier times — and around holidays in particular, when order volumes are at their highest — it takes us longer to reach every message. We would rather be straight with you about that than publish a number we cannot stand behind on our busiest week of the year.
What we will say is that a message that has not been answered yet has not been ignored, lost or filed away. It is in the queue, and it will be answered.
Why we work this way
The same people who answer the inbox are the people who check and pack orders. We take real pride in getting each order right before it leaves — the correct item, properly checked, properly packed — and that work comes first, because an order that arrives complete and undamaged is the thing that prevents most support messages from ever needing to be sent.
So on a day where we have to choose between replying to the inbox and getting orders out the door correctly, orders go out the door. We think most customers would rather we ran it that way round, and it means that when we do reply, the answer is a real one.
Before you write
A few questions come up often enough that the answer is already published, and checking first may get you what you need immediately:
- For delivery timeframes and what happens if an order is taking longer than expected, see our Shipping Policy.
- For returns, refunds and damaged items, see our Refund Policy.
- For how we handle your personal information, see our Privacy Policy.
If your question isn't covered there, write to us. We would much rather hear from you than have you sitting on a problem we could have sorted out.
Our commitment
We are a small operation and we behave like one: no automated run-around, no scripts, and no pretending a problem isn't ours. If something has gone wrong with your order, tell us and we will look at it properly.