Frequently Asked Questions
Find quick answers about orders, production, shipping, customization, returns, and after-delivery support. If your question is related to a custom or project order, please include your product link, quantity, size requirements, and delivery destination when contacting us.
Orders Are your products made to order?
Most of our lighting pieces are made to order or produced in small batches. This may allow us to review size, finish, or project requests before purchase.
Orders How long does production take?
Production time varies depending on the product, dimensions, materials, finish, quantity, and customization requirements.
Orders Can I change my order after placing it?
Please contact us as soon as possible if you need to update the size, finish, quantity, or shipping address. Once production has started, changes may be limited.
Shipping How long does shipping take?
Free standard shipping is available on eligible online orders delivered within the United States. Estimated handling and production time is 15–30 business days, followed by an estimated 20–35 business days in transit.
Shipping Where do you currently deliver?
The current shipping policy applies to eligible delivery addresses within the United States. Optional or separately requested services are not included in free standard shipping.
Shipping Do you offer air shipping?
For small samples, wall lights, or smaller pendant lights, air shipping may be available depending on the item and destination.
Custom Can I customize the size or finish?
Customization requests for size, finish, glass color, alabaster shape, suspension length, or canopy style may be reviewed. Availability requires written confirmation before purchase.
Custom Can you help me choose the right size?
Yes. You can send us your room size, ceiling height, table size, floor plan, or installation photos. We can help suggest a suitable fixture size and hanging height.
Custom Can you make a light from a reference photo?
If you have a reference photo, drawing, or project concept, send it to us. We will check whether it can be produced and provide suggestions.
Custom Are bulbs included?
Bulbs are not included unless clearly stated on the product page. This allows customers to choose bulbs based on local voltage, brightness preference, and dimming requirements.
Custom Will handmade glass or alabaster look exactly like the photos?
Natural alabaster and handmade glass may have slight variations in color, veining, texture, and shape. These variations are part of the character of the material and make each piece unique.
After Delivery What should I do if my item arrives damaged or parts are missing?
Please contact us as soon as possible with clear photos of the outer packaging, inner packaging, damaged item, or missing part area. Please keep all packaging materials until the issue has been reviewed.
After Delivery Do you provide replacement parts?
For confirmed missing or damaged parts, we will help arrange a suitable replacement solution. Each case is reviewed based on photos, order details, packaging condition, and product type.
Returns Can I cancel my order?
Orders may be canceled before production begins. Once production has started, cancellation may no longer be available, especially for customized or made-to-order items.
Returns Do you accept returns?
Eligible standard products may be returned within 30 days after confirmed delivery if they are unused, uninstalled, and in their original condition with appropriate protective packaging. Custom and made-to-specification products are generally non-returnable unless damaged, defective, or incorrect. See our Refund Policy.
Still Need Help?
Send us your request through the form below. The more details you provide, the faster we can understand your order, product, or project needs.