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 allows us to offer more flexible sizes, finishes, and project-based customization.
Orders How long does production take?
Production usually takes about 20–30 days, depending on the design, quantity, material, finish, 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?
Large chandeliers and furniture are usually shipped by DDP sea freight. The estimated shipping time is usually about 30–35 days after production is completed.
Shipping What does DDP shipping mean?
DDP means Delivered Duty Paid. We handle the main shipping process, customs clearance, and import duties, so customers do not need to arrange customs paperwork separately.
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?
Yes. Many products can be customized in size, finish, glass color, alabaster shape, suspension length, and canopy style. Please send us your requested details before placing the order.
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?
Return eligibility depends on the product type, order status, and whether the item was customized. Custom-made items, special sizes, special finishes, and project orders are generally not eligible for return unless there is a confirmed quality issue.
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.