Orders & Payments
Q1. How do I place an order?
To place an order, simply select the item you’d like, choose any available options, and proceed to checkout. Once your payment is completed, you’ll receive an order confirmation by email.
Q2. What payment methods do you accept?
We accept major debit and credit cards, PayPal, Apple Pay and Google Pay. All payments are processed safely through trusted gateways.
Q3. Can I change or cancel my order after it’s placed?
We can assist with changes or cancellation only if the order has not entered processing or production. Please contact us as soon as possible.
Q4. Will I receive an order confirmation?
Yes. You will receive a confirmation email immediately after placing your order.
Q5. Do you offer installment or financing options?
If your payment provider offers installments, you’ll see those options at checkout.
Shipping & Delivery
Q1. Where do you ship?
We currently ship to the continental United States. International shipping may be added in the future.
Q2. How long does delivery take?
Delivery typically takes 4-6 weeks after dispatch, depending on your location and carrier conditions.
Q3. What is your processing time?
Orders take up to 7 business days to process before shipment. During peak seasons, processing may take slightly longer.
Q4. Do you offer free shipping?
Yes — we proudly offer free shipping on all orders.
Q5. How can I track my order?
When your order ships, you'll receive an email with a tracking link. Tracking updates may take several days to appear.
Q6. My tracking link hasn’t updated. Is that normal?
Yes. Tracking can take 2–5 business days to begin updating as carriers process the package.
Q7. What if my delivery is delayed?
Delays may occur due to weather, seasonal volume, or carrier constraints. If your delivery falls significantly outside the estimated window, please contact us.
Q8. What happens if my item arrives damaged?
Please contact us immediately with photos of the issue. We’ll assist you quickly with a replacement or refund.
Q9. Do you offer express shipping?
We do not currently offer express or expedited shipping, as our items require careful handling during preparation and transit.
Returns & Refunds
Q1. What is your return policy?
You may request a return within 30 days of delivery. Items must be unused, undamaged, and in their original packaging.
Q2. How do I start a return?
Email us at [email protected] with your order number and the reason for your return. We’ll provide return instructions.
Q3. Who pays for return shipping?
Return shipping is the responsibility of the customer unless the product arrived damaged or incorrect.
Q4. When will I receive my refund?
After inspection of your returned item, refunds are issued within a few business days.
Q5. Can I return customized items?
Customized or made-to-order items are final sale unless damaged or defective upon arrival.
Q6. What if I received the wrong item?
Please contact us right away. We’ll correct the issue at no cost to you.
Products & Materials
Q1. Are natural materials like alabaster consistent?
Natural materials vary in color, pattern, and texture — this variation is part of their authenticity and beauty.
Q2. Are colors accurate to the photos?
We photograph our products carefully, but variations may occur due to natural materials or differences in screens.
Q3. Do your fixtures include bulbs?
Some designs include bulbs; others require separately purchased bulbs. Each product page will specify what is included.
Q4. Are your lights dimmable?
Most fixtures are dimmable when used with compatible bulbs and wall dimmers.
Q5. Do products require assembly?
Some items require minimal assembly or professional installation. Details will appear on each product page.
Customization
Q1. What types of customization do you offer?
We offer industrial and crafting customization, including:
Chain/rod/drop length adjustments
Dimensional modifications within engineering limits
Available finish options
Size variations based on the original model’s structure
Q2. Do you offer design or styling customization?
No. We do not create new designs or concept pieces. Our customization is technical, not creative.
Q3. What is the lead time for customized products?
Lead times vary based on the modification. We’ll provide a timeline when confirming your order.
Q4. Are custom items returnable?
Custom items cannot be returned unless defective or damaged.
Q5. How do I request a customization?
Email us with your requirements and measurements at [email protected].
Warranty
Q1. Do your products come with a warranty?
Yes — all items come with a two-year warranty covering manufacturing defects.
Q2. What is covered?
Structural flaws, malfunctioning components, or defects discovered under normal use.
Q3. What is not covered?
Damage from installation
Improper use
Modifications by third parties
Natural material variations
Q4. How do I submit a claim?
Email us with your order number, photos, and a description of the issue.
Installation & Safety
Q1. Do your lights require professional installation?
Yes — we strongly recommend professional installation for safety and proper performance.
Q2. Are your fixtures compatible with US wiring standards?
Yes. All fixtures are designed for US electrical standards unless otherwise noted.
Q3. Can your fixtures be used outdoors?
Only fixtures explicitly marked as outdoor-rated should be installed outdoors.
Business & Project Services
Q1. Do you work with trade professionals?
Yes — we work with designers, architects, contractors, developers, and commercial clients.
Q2. Do you offer volume pricing?
Project-based pricing may be available depending on order size.
Q3. Can you fulfill multi-unit orders reliably?
Yes — our workshop can produce consistent units suitable for hotel, hospitality, or residential development projects.
Q4. Do you offer technical customization for projects?
We offer installation-specific adjustments within engineering limits.
Q5. How do I start a project inquiry?
Email us at [email protected] with specifications, quantities, and timelines.
Account & Support
Q1. Do I need an account to order?
No. You can checkout as a guest, but an account helps track orders and preferences.
Q2. How do I contact customer support?
Email us at [email protected]. We typically respond within 24–48 business hours.
Q3. Where can I find your policies?
All policies — Shipping, Returns, Warranty, Terms of Service, and others — are linked in our website footer.
Still need help? We’re always here to assist.
Contact us anytime at [email protected]
