Why are your prices so affordable?
We closed all offline stores in 2022 to focus on online sales, which significantly reduced our operational costs. Additionally, our products are manufactured in our own factories. This allows us to offer reasonable prices while maintaining the highest product quality standards.
Can I return the lamp if I don’t like it after receiving it?
Yes, we accept returns, but you will need to ship the product to our designated address at your own expense. Once we receive the product and confirm it is in good condition, we will process the refund. Please note that the refund amount will deduct our original shipping cost.
To better protect your interests and minimize potential losses, we offer an alternative: we will take photos and videos of the product before shipping. Only after you confirm you are satisfied with these visuals will we proceed with shipping. Please note this request in your order or contact our customer service when placing the order.
Can I get a full refund for quality issues?
Yes, we offer full refunds for products with quality issues (photos as evidence are required). We also provide two options:
- We send you a brand-new replacement product.
- If you no longer wish to keep the product, we will issue a full refund.
Will you replace parts damaged during shipping for free?
Yes, we provide free replacement parts for defects caused by shipping or manufacturing. However, you will need to provide photos and videos as proof of the issue.
How long does it take to receive shipping information?
Generally, after the product is processed and handed over to the logistics provider, you will receive shipping information within 1–3 days.
Are bronze and black the same color?
No, bronze and black are different colors. If you need a pure black finish, please confirm with our customer service, as the production processes for these colors differ.
I have a high ceiling. Can I customize the length of rods, cords, or chains?
If your ceiling is very high, please contact our customer service to confirm the required length of rods, cords, or chains.
What should I do if I encounter problems during installation?
We recommend checking that all fixture parts are complete at least one week before installation. Our fixtures are designed for easy installation and can be handled by a typical electrician. If you encounter unsolvable issues during installation, contact our customer service for assistance. Note: Do not use force during installation unless specifically advised as a solution.
I’m a contractor/designer and need to buy in large quantities. Can I get a trade discount?
Yes, please contact us at service@lumelamps.con, and we will provide you with discount details.
I only need a few lights for my new home (not a large order). Can I still get a discount?
Yes, new customers can subscribe to our updates to receive a new customer discount code.
What materials are used in your products?
Most of our products are made with high-quality brass and K9 crystal.
What should I prepare before shopping for lighting?
First, determine your budget. Second, if possible, collect photos from magazines that reflect your style preferences. Third, gather fabric swatches or color chips for any areas you plan to redecorate.
What’s the best way to install my new light or chandelier?
Every product comes with installation instructions. If you’re unsure about the installation, we recommend contacting a licensed contractor or electrician.
Are Lume Lighting chandeliers made in the USA?
No, Lume Lighting chandeliers are manufactured in Asia, such as China.
How do I clean my fixture?
Before cleaning, ensure the power is turned off.
Metal parts: Clean with a soft cloth dampened with a mild liquid soap solution. Wipe dry and polish with a very soft, dry cloth. Do not use metal polish, as its abrasive nature may damage the protective coating on metal surfaces.
Wooden parts: Polish with a fine furniture polish, taking care to avoid getting polish on metal surfaces.
Glass or crystal shades: Never clean these in an automatic dishwasher. Line your sink with a towel, fill it with warm water and mild liquid soap, then clean with a soft cloth. Rinse and wipe dry thoroughly.
Didn’t find the answer you need?
If you have further questions about shipping or other topics, please contact us, and we will get back to you as soon as possible.
- Email：service@lumelamps.con
SHIPPING POLICY
For any questions regarding shipping, returns, refunds, exchanges, or other related information, please contact us at service@lumelamps.con.
LEAD TIME
Total order delivery time = Order preparation time + transportation time - Order preparation time: All orders require 7–15 working days to process before shipping.
- Transportation time:
- By express: Approximately 7–12 days.
- By sea (door-to-door): Approximately 40–45 days (Oversized items will be shipped by sea to ensure stability during transit. Thank you for your patience.)
CHANGES TO ESTIMATED DELIVERY DATE
If unforeseen circumstances (beyond our or our delivery partners’ control) cause delays to the original estimated delivery date/time, we or our delivery partners will notify you of reasonable adjustments. Delivery is considered complete once the products are delivered to the address you provided.
RUSH ORDERS
While we strive to meet deadlines, we cannot guarantee delivery by a specific date. Once a parcel leaves our warehouse, delivery timeliness is at the courier’s discretion. We recommend purchasing well in advance of your deadline to avoid unexpected delays.
For expedited shipping (via DHL or FedEx), please request a quote from us before placing your order. In most cases, expedited orders can be received as early as 5–7 days.
If an order does not arrive by your requested date, we cannot process a refund while it is in transit. A refund will only be processed once the order is returned to us.
SHIPPING COSTS & TAXES
- Shipping costs: All standard shipments are free of charge. For faster shipping services, please contact our customer service team in advance.
- Taxes:
- Express shipping: Customers are responsible for tariffs and customs fees.
- Sea shipping: We will cover tariffs and customs fees for customers.
ORDER & SHIPPING CONFIRMATION
After placing your order, you will receive an email confirmation. A second email will be sent once your order ships, including a tracking number (which will activate within 24 hours).
Due to varying state tax laws, we cannot modify the shipping address once an order is placed. Additionally, orders that have been placed or are in transit cannot be cancelled. Please ensure all shipping information is accurate before ordering. Thank you for your understanding.
TRACKING YOUR ORDER
Our delivery timeline begins when your order is confirmed, with processing and shipping completed within the stated working days. Note: During promotional periods, processing may take longer.
Once your package leaves the warehouse, a tracking number will be sent to the contact information you provided. Use this number to check your package’s location via the corresponding shipping service provider.
If you cannot track your order, please contact us for assistance.
Email:service@lumelamps.con
Phone: +86 18814380358