FAQ

  • How long does it take to receive my order?

 

The current lead time for regular orders is 2-3.5 weeks. We are shipping all orders via express courier - best option out of DHL, Fedex or UPS.
This includes a 3-7 day assembly time (we assemble all lighting to order!).

If you intend to place an order of 20 or more lights, please contact us to get a more accurate lead time. 

  • Where does the order ship from?
    Orders ship from Hong Kong, or Shenzhen China
  • Are your items in stock?
    We carry stock for popular lights. For most other lights we have the parts in stock, and we assemble to order - this allows us to customise the length for certain orders. We typically ship orders out 3-7 days from the date of order.
  • Can you customise your lighting?
    We are able to customise a number of things:
    - the length of the cable
    - the colour of the cable
    - at times we can alter the colour of the shade, however the order quantity will need to be at least 3 of the same item - and the ability to alter the colour depends on the light.

  • Can you customise the length of the light cable?
    If it is a pendant light hanging on a cable we can normally extend the length. If you need a shorter length, you can shorten it prior to installation.
    If it is a chandelier on a rod, it is still possible to lengthen or shorten. Please email us with your requirements and the name or a link to the light you need customising as well as your desired height.

  • Do you have a bigger or smaller version of this light?
    At most times, the sizes we have available are already displayed on our website. In some situations we may have a smaller/larger version available, please get in touch with us with the light you have in mind!

    If your order consists of a substantial number, we can look into manufacturing a different size for you. Please let us know your requirements.

  • Do you have a warrantee period?
    Your order is covered by a one year warrantee period from the date of purchase. We will replace any broken parts that are caused by a manufacturing fault.

  • Do you offer returns?
  • IF PRODUCTS ARRIVED DAMAGED OR NOT AS DESCRIBED
    • If product arrived damaged, faulty, or not as described, please send us photos of the damaged items and we will replace the order by shipping new products or refund the orders in full
  • IF YOU NEED TO RETURN THE PRODUCTS FOR ANY OTHER REASON OTHER THAN THE ABOVE
    • If you want to return the order because of a change in mind*, we will require you to ship the package back to us in China or our US address in original condition**. In this case, customer pays for shipping cost both ways. Customer pays the cost of the return shipping and also the cost of the original shipping cost valued at 30% of the entire value of the order. Once the order has been shipped back to us, we will refund 70% of the entire order value.
      • * change of mind is any reasons except item being faulty or damaged or not as described.
      • ** original condition means the light is new and has never been installed.
  • What happens if something breaks?
    Though breakages are a rare occurrence, if any item has been broken in transit, we ask that you email us the soonest you can and provide clear photos as proof of the damage.

    We will issue replacement parts to replace anything that has damaged in transit.

  • Do you have a showroom?
    At the moment our store is online only.

    We can offer to send ‘real’ photos of our stock should you need to see them in a more natural light, please get in touch with our team!

  • Do you have any agents based in USA/Europe/Australia?
    We handle all enquires in-house. Please let us know what you need and the quantities, we can put together a quote for you, and we ship worldwide!

  • Are the prices inclusive of GST / VAT ?
    No, depending on the shipping country, you will be responsible for paying import charges to customs. The rates for each country vary, we highly recommend you find out your tax obligations first.

  • I’m looking for a particular light but I couldn’t find it on your website, do you have this light ?
    In many cases we can help source lighting from our partners! Please email us and we’ll see if we can find it for you.

  • How do I set up a trade account?
    There's no need to set up an account, please email us what you need and how many you require, our team will get back to you shortly.

 

Delivery FAQ


Please see our delivery section for any questions related to deliveries!