FAQ’s
When is your next collaboration?
Our drop dates are announced via multiple channels. The best way to stay up to date is to follow @shinethelighton on Instagram
You can also subscribe to our email list on our home page to be notified.
How Do I Stay In Touch With You?
The best way to keep in touch with us is through our customerservice@shinethelighton on Instagram or subscribe to our newsletter.
The item I want is sold out
Once an item is sold out, it is not coming back!! So make sure to stay up to date on our collection releases so you can lock in your item.
How do I know if an item I purchased is legitimate or real?
The only way to know if a Shine The Light On product is legitimate or real is to buy it from shinethelighton.com.
Please be aware that there are many counterfeit and fake Shine The Light On items being sold on third party websites and marketplaces. There is no way to guarantee the authenticity items sold on any other site other than at shinethelighton.com.
ORDERS
Can I cancel or modify my order?
Modifying or cancelling an order is possible as long as the merchandise has not yet entered the packaging or shipment phases.
To modify or cancel your order please email customerservice@shinethelighton.com with your order number, name and request.
How do I know what size to order?
For information on sizing and measurements, please consult the sizing charts located on all our product pages.
What are my payment options?
We accept Visa, MasterCard, Visa Debit, PayPal, Apple Pay, Google Pay and Shop Pay. We are unable to split payment between credit cards.
Is my card charged immediately?
Your card will be charged immediately upon submission of your order.
What happens if an item is out of stock or no longer available?
You will be contacted by an STLO associate within 24 hours if your order is either out of stock or no longer available. At that time you will be given information as to when your original product will become available, as well as the option to refund or exchange the product.
RETURNS/EXCHANGES
In-store returns:
If you purchased an STLO product at a store or through a third party, please refer to the seller for return policy information. We are unable to accept returns on items purchased through a retail or third party location.
Online Returns:
To be eligible for a return your item/order must meet the following criteria:
- Item must be unused and in the same condition that you received it
- It must be accompanied by the original packaging and tags
- You have 10 days to return the product
To return an item, e-mail customerservice@shinethelighton.com with the following information:
- Name
- Order number
- Refund or exchange
- Items being returned
- New size requested (if applicable)
Online Exchange:
To be eligible for an exchange your item/order must meet the following criteria:
- Item must be unused and in the same condition that you received it
- It must be accompanied by the original packaging and tags
- You have 10 days to return the product
If you are exchanging an order, please indicate the following in your email:
- Name
- Order number
- Refund or exchange
- Items being returned
- New size requested (if applicable)
* A return request email must be sent to customerservice@shinethelighton.com (DO NOT send an item back before receiving a response.)
* All garments are subject to inspection.
* The customer is responsible for return shipping costs, however, if you opted for an exchange, STLO will cover the costs to ship you the replacement package.
Fitting Issue: In the event the item does not fit you are welcome to send it back and try another size. The customer will be responsible for paying for the shipping costs for returning the item and STLO will cover shipping of the new item back to the customer.
Damaged Item: Our quality control is taken very seriously, but on the occasion, you receive a damaged or defective product we will gladly replace it. Please contact us at customerservice@shinethelighton.com and include a picture and description of the damage.
Refunds
The customer is responsible for shipping the item back at their own expense. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Upon approval, your refund will be processed, and your method of payment will be refunded. Alternatively, you can receive a store credit towards your next order.
*Refunds can be for money back or store credit
* Depending on your banking institution it may take a few days for the transaction to process and post to your account.
SHIPPING
When will I receive my order?
Once your purchase has been completed, an e-mail confirmation from us will be sent to the email address on file. This e-mail acts as an invoice and includes your order number.
Once your order is placed a standard processing time of up to 2-5 business days is required before the order is shipped out. During peak periods, processing times may exceed 2-5 business days. Processing time may vary depending on each collection. We are also experiencing delays due to COVID-19. Please refer to the collection page on our website to ensure when items from that collection will be processed & shipped.
Once your order has been shipped, you will receive an e-mail with your shipment’s tracking information, allowing you to keep tabs on the progress of your delivery.
How are orders shipped? What couriers do you use?
All orders are shipped standard via ground delivery postal service. We use the most economical carrier for each order, and offer complimentary shipping on orders over $100 (before tax). If you’d like to track your order you can do so through the couriers’ website.
Are orders shipped daily?
Our distribution centers are closed on weekends and all statutory holidays. If you have questions about the delivery date of your order, email us at customerservice@shinethelighton.com
Can I expedite my order?
If you wish to expedite your order please email us at customerservice@shinethelighton.com and an associate will get in contact.
What are the exact shipping costs?
Shipping costs vary due to the difference in size, weight and destination of each order. Your shipping costs will be calculated during checkout, and will update automatically prior to the completion of your order.
Who pays for customs charges?
If you've placed an order outside of the United States, your order may be subject to customs fees. Every country has its own set of regulations so please contact your local postal service or customs office to learn more about how your country handles taxes and duties.
We are not responsible for any additional fees that your country may charge for importing goods, and it is the sole responsibility of the customer to pay customs fees on each item that is ordered. Customers may be responsible for multiple customs charges from their customs office if multiple items are ordered that are shipped separately. These fees are set by your local postal service or customs office and are the responsibility of the customer.
Also, please be aware that there may be rare occurrences where customs will delay the transit time of some packages.
TRACKING
How do I know once my order has been shipped? How do I track my order?
Once your order has been shipped, you’ll receive an email containing a tracking number. If you don't receive this email within two days of placing your order, please email us at customerservice@shinethelighton.com.
PRIVACY & SECURITY
Is my personal information secure?
All transactions are completed on a secure server and bolstered by SSL encryption. We’ve taken strict measures to ensure all information received is safe and secure from unauthorized access and use.
For further information please consult our Privacy Policy.
About STLO
How do you choose your partner organizations?
We put a lot of thought into our partner organizations. Because each STLO collection focuses on a specific social cause. We seek out organizations with dedication and proven experience surrounding the particular issue on which we’ve decided to shine a light on.
Are you a non-profit company?
STLO is a B-Corp company. We believe wholeheartedly in the intersection of business and social responsibility and conduct ourselves accordingly in our every endeavor. Our manufacturing process is environmentally friendly, our products are made locally and part of the proceeds of each sale is donated to one of our partner organizations. We hope to serve as a model of how one can marry business and social impact without sacrificing on either side.
How do I get in contact with STLO if I'm interested in partnering?
We are always interested in hearing from others who share our passion and believe in our mission. If you would like more information about current partnership opportunities please contact us at customerservice@shinethelighton.com.
Do you have events? How can I attend?
Throughout the year STLO both hosts and takes part in a variety of events. Stay up to date with everything STLO by following our media page (To be linked to the media page).
Is it possible to book or organize an STLO event?
If you are interested in having STLO speak at your school, camp, business or organization we will do our best to make it happen. We are dedicated to spreading awareness and try to do so at any chance possible. Please contact us at info@stlo.ca.
Who are the people behind STLO?
Discover the STLO story here.
Privacy Policy
At STLO, your privacy is important. This statement summarizes STLO INC. policies regarding personal information that may be collected or submitted to us through the website of www.shinethelighton.com ("Website") or via any other means of collection.
STLO INC. respects and upholds the confidentiality of information and the privacy of individuals and is committed to user, visitor and customer privacy to the STLO web site at www.shinethelighton.com Because we gather important information from our users, visitors and customers (collectively "Customers" or "you" or "your"), we have established this Privacy Policy as a means to communicate our information gathering and dissemination practices. By accessing this Website, you acknowledge and agree to this Privacy Policy and also agree to the Terms of Use.
Information We Collect
We may require Customers who visit our Website and purchase products on our Website (collectively the "Service") to give us contact information, which may include but is not limited to the Customer's name, company name, address, phone number, email address, cookies, IP logs, billing information, billing name and address, credit card number, and other information as detailed below under "Personal Information" (collectively "Personal Information"). Besides the Personal Information, we may also collect other information regarding your use of the Website. From time to time, we may also collect or ask for additional Personal Information, which will also be expressly included herein as Personal Information. You can opt out of providing this additional information by not entering it when asked or not using the Website, although not providing it may hinder your ability to use the Website.
You may also have the ability to update or remove your Personal Information by logging into the Website and editing your Personal Information within your profile (to the extent one exists). However, archival or backup copies of said information will not cease to exist and STLO INC. shall not be liable for any problems in this editing process.
Information collected is used to provide and maintain the Website and is used at STLO INC. discretion. This Information can also be used to contact you to further discuss interest in our company, the services we provide, and to send information regarding STLO INC, its partners, its products and other activities such as promotions and events. You may be invited to receive email correspondence by providing an email address. Your email address and any Personal Information will not be distributed or shared with third parties unless it is to transact such business as you have contracted us to do, to comply with legal processes and/or law enforcement requests, or to conduct any business as STLO INC., in its sole discretion, deems reasonable.
STLO INC. may also email (or send via other methods) information regarding updates to the Website, newsletters, advertisements, or other correspondence. You will have an opportunity to unsubscribe to any emails or mailings by clicking on an "unsubscribe" hyperlink contained in such promotional emails or by emailing us at info@stlo.ca. Despite unsubscribing from such list, STLO INC. may send confirmation emails if you order online and may need to contact you by phone, email or regular mail with questions or issues concerning your order. Any opt-out by you is not deemed valid until processed by STLO INC. STLO INC. shall not be liable for problems arising from the opt-out procedure.
We acknowledge that you have the right to control how your Personal Information is collected and used.
Personal Information
The type of Personal Information that may be collected or submitted to STLO INC. includes, but is not limited to the following:
- Your name, current address, age group, email address, telephone/cell phone number and fax number;
- Information about your visit to the Website, which includes the date and time of your visit, the pages accessed and the documents retrieved;
- The type of browser used when you visit our Website, and
- Any personal correspondence, which includes emails
- Other information you provide is not required by us but may assist with responding to your request more effectively.
Why Do We Collect Personal Information?
STLO INC offers various products and services to our Customers and also strives to meet the needs of our Customers. We use your Personal Information for internal purposes such as tracking your order, analyzing your preferences, and noting trends and statistics. To do this effectively, we need to collect certain Personal Information.
The Personal Information We Collect From You
All Personal Information we collect from you requires your consent, for example, opening an account, purchase and delivery of products, special offers, etc. We may request your consent from time to time to take part in improved product performance or for marketing purposes that we think will be useful to you. However, unless you are informed otherwise, the Personal Information we hold is for establishing and managing our business and customer relationship with you. Sensitive information is subject to greater restrictions and governed by law.
By communicating with STLO INC., including by email and by completing online forms, you are giving your consent to the collection of what Personal Information you provide.
You have the right to anonymity and do not have to supply us with information. However, if you choose not to provide the information and we need to fulfill your request for a specific product, we may be unable to provide you with that requested product.
Keeping a Record of Personal Information
Depending on the product you have acquired, it may be necessary to keep a record of the transaction for business purposes or to enable us to respond to your concerns.
We may hold Personal Information for the following purposes:
- Internal accounting and administration;
- To supply you with information about your account including regular statements;
- To respond to inquiries;
- Enhancing customer service, product options and to improve product performance;
- Promotions, competition entry forms, redemption vouchers, and special offers where you voluntarily supplied your personal details;
- To administer sales records;
- To provide information about us, our products, services and special offers; and
- To analyze our website usage.
Occasionally we require organizations outside STLO INC. to provide a service for purposes, which are necessary for us to conduct our business, functions and activities (for example advertising names of competition winners and delivering products). We take all steps to ensure these organizations both inside and outside of the United States deal with Personal Information according to this Policy.
Our Disclosure of Your Information/Security
Although STLO INC. uses industry standard practices to protect your Personal Information, due to technical limitations, WE DO NOT REPRESENT, WARRANT AND/OR GUARANTEE THAT PERSONAL INFORMATION WILL REMAIN SECURE. Therefore, we cannot and do not guarantee, and you should not expect, that your Personal Information or private communications will always remain private. Notwithstanding this, as a matter of policy, we NEVER sell or rent any Personal Information about you to any third party.
The following describes some of the ways that your Personal Information may be disclosed and you expressly agree that your Personal Information may be disclosed by STLO INC. in the following ways:
- Advertisers. We may internally gather data across all of our Website's visitors and keep a record of your usage habits. As a result, we may disclose some limited, non specific Personal Information to third parties for marketing and promotional purposes. However, in these situations, we do not disclose to these entities any information that could be used to identify you personally. Certain information, such as your name, email address, address and telephone number are NEVER disclosed to advertisers.
- Cookies. When you visit the Website, our server may attach a small data file known as a "cookie" to your hard drive. This enables us to analyze usage patterns on our Website in order to tailor it to our users' needs. Cookies are safe and cannot be used to deliver a virus. Cookies only identify your computer to our servers when you visit our Website. Most web browsers are set to accept cookies. If you do not wish to accept cookies, you can refuse the transfer of cookies to your computer's hard drive by adjusting your Internet browser. Without accepting a Cookie, you can browse through our site, but you will be unable to establish a shopping cart session and make a purchase on-line.
- Legal Requests: STLO INC. may lawfully disclose your Personal Information for law enforcement or regulatory purposes.
How We Manage Your Personal Information
You may have contact with us personally, by telephone, mail, over the Internet or other electronic medium. We take all reasonable steps to keep your Personal Information secure in a combination of secure computer storage, hard copy files and other records. We take steps to protect the personal information we hold from misuse, loss, unauthorized access, modification or disclosure. You have the right to access the Personal Information you have provided to us. If you require details of your Personal Information held by us, we will need to verify your identity before meeting your request, which we will process in a reasonable time. If you find that the information we hold about you is inaccurate or out of date then we will promptly correct it upon receipt of the changes from you.
As far as permissible under law, STLO INC. accepts no responsibility for the unauthorized access of Personal Information held by STLO INC.
Children's privacy
The Children's Online Privacy Protection Act imposes certain requirements on web sites directed at children under 13 that collect information on those children, and on web sites that knowingly collect information on children under 13. www.shinethelighton.com is not directed at children under 13, and does not knowingly collect any personal information from children under 13.
Changes to Our Privacy Statement
From time to time, it may be necessary for us to review and revise our privacy statement. We reserve the right to change our privacy statement at any time and to notify you by publishing an updated version of the policy on the STLO INC. website at www.shinethelighton.com.
How To Contact Us If You Have A Problem Or Complain
If you have any queries in relation to this policy or its administration or if you would like more details of the type of personal information STLO INC. holds, for what purposes, and how we collect, hold, use and disclose that information, please contact STLO INC at info@STLO.com
Additional Information
This Policy is part of the Terms of Use of the Website and any use of the Website is governed by those Terms of Use.
