FAQs

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You can browse our collections and choose the product specifications you need, such as size, finish, voltage, and other available options.

Once you have selected your preferred options, click “Add to Cart” and proceed to checkout to complete your payment. After your order is submitted successfully, you will receive an order confirmation email.

If you need to cancel or modify your order, please contact us as soon as possible at [email protected].

For regular, non-custom orders, we can usually cancel or make changes free of charge within 24 hours after purchase, as long as the order has not yet entered production or fulfillment.

For custom products, such as items made with a requested size, finish, or other special requirements, the order cannot be canceled, modified, or returned once production has started.

Requests made after the 24-hour window, or requests involving custom products, may be subject to cancellation or modification fees. Please refer to our Return & Refund Policy for more details.

Yes. Our online store is built on a reliable and widely used e-commerce platform with a stable technical structure.

All checkout pages use SSL encryption to help protect your information during transmission. We do not store your full payment details, such as complete credit card numbers. Payments are processed directly by banks and certified payment gateways.

The payment methods we support, including card payments, are reviewed and protected by their respective payment platforms, giving you an additional layer of transaction security.

Yes. If you need an invoice, please contact us at [email protected] and let us know what type of invoice you need.

If you need a Commercial Invoice for customs clearance, please provide the related order or package information, and we will prepare the invoice based on the corresponding shipment.

If you need a VAT invoice, please provide your VAT number and the required billing details.

If you would like the invoice to show a specific company name, address, or other billing information, please include those details when you contact us. We will do our best to issue the invoice according to the information you provide.

We offer several shipping methods, and you can choose the option that best suits your delivery needs at checkout.

In most cases, you do not need to worry about customs duties or import taxes. By default, we prioritize shipping channels that include customs duties whenever possible, so your package can clear customs smoothly and arrive without unexpected extra charges.

For more than 99.9% of our shipments, customers do not need to pay additional duties or taxes. In the very rare event that a small customs fee is charged, we will cover 20% of that fee, and in many cases we may provide additional support after review.

Whether you are located in the United States, Europe, the United Kingdom, or another country or region, our logistics team will choose the most suitable customs clearance route available for your shipment. If there are any special notes shown on the checkout page, the checkout information will apply.

If you experience any issue while placing an order or making a payment, please contact our customer service team first. To help us check the issue more quickly, please provide as much of the following information as possible:

• A full screenshot of the current page, including any error message
• A screenshot showing the payment failure or payment issue
• The payment method you used, such as credit card
• The transaction ID or payment receipt, if a payment has already been made

This information helps us identify the issue more quickly and provide the most suitable solution.

If your payment was successful but you have not received an order confirmation email, please try the following steps:

Check both your inbox and spam or junk folder.
Make sure the email address entered at checkout was correct.

If you still cannot find the confirmation email, please contact us. We can help confirm your order status and resend the order confirmation email or provide your order details.

In general, your order has been successfully submitted if both of the following have happened:

Your payment has been successfully charged.
You have received an order confirmation email.

If you have received a payment notification but are still unsure about your order status, please contact us at [email protected]. We will help confirm whether your order has been created successfully.

If you cannot log in to your account, please first check the following:

Make sure the login email is the same email you used to register or place your order.
Check that the email address is entered correctly, including spelling and the email domain.

If you still cannot log in, please contact us with your registered email address or order information, and we will help verify your account.

If you cannot receive the verification code, please contact us and let us know what the code is needed for, such as logging in to your account or resetting your password.

We will assist you based on your situation and, when necessary, help provide another verification method or complete the related account process.

You can first reset your password using the “Forgot Password” option on the login page.

If you are still unable to reset it, please contact us. We can help you reset your password, and you may then log in to your account and change it to a new password.

If you entered the wrong email address when registering or placing an order, please contact us as soon as possible.

To protect your account and order information, we may ask you to provide some of the following details for verification:

Order number, if available
Recipient name
The email address entered at checkout or registration
Payment information or transaction receipt, if available

After verification, we will help update your email address to the correct one.

To help us handle your request more quickly, please provide as much of the following information as possible:

A screenshot of the current page or error message
Payment screenshot or transaction receipt
Order number, if available
Transaction ID, if available
Recipient name
Registered email address or order email address
A clear description of the issue you are experiencing

The more complete the information is, the faster we can identify the issue and provide a suitable solution.

We offer free standard shipping to most destinations worldwide. Over 98% of regions are eligible for free shipping.

Only a very small number of remote areas may require an additional shipping fee. If any extra fee applies, it will be shown at checkout or confirmed by our customer service team before your order is processed.

Expedited shipping is available for selected best-selling items or custom rush orders. The shipping cost will be calculated automatically at checkout based on your order details, such as weight, package size, and delivery timeframe.

There are no hidden shipping fees. The amount shown at checkout is the amount you need to pay for your selected order and shipping method.

We ship internationally to customers worldwide.

At checkout, you can choose from the available shipping options based on your delivery needs, such as standard shipping or expedited shipping. If you are unable to place an order for your country or region, please contact us at [email protected].

For customers in the United States, if your item is in stock at one of our fulfillment centers in Baltimore, MD or Santa Fe Springs, CA, your order may be processed and delivered more quickly.

For customers in Canada, if your item is available from our local fulfillment resources, delivery may also be faster.

Delivery time may vary depending on product availability, shipping method, and destination.

For in-stock items shipped from our U.S. fulfillment centers, orders are usually dispatched within 24–48 hours and shipped by FedEx, UPS, USPS, or GOFO. Estimated delivery time is usually 3–7 business days after dispatch.

For factory-direct or custom-made items, the estimated delivery time is:

Standard ocean shipping: approximately 4–6 weeks in total
Express air shipping: approximately 1–3 weeks in total

For remote areas, including Norway, Iceland, Cyprus, Monaco, Puerto Rico, Alaska, and Hawaii, an additional shipping fee of up to $100 per item may apply. Processing usually takes 1–2 weeks, followed by approximately 5–7 days in transit with UPS, DHL, or FedEx.

If you would like to request a specific carrier, please contact us at [email protected] before placing your order.

All delivery times are estimates. Actual delivery may be affected by product availability, customs clearance, weather conditions, or carrier delays. For more detailed delivery information by destination, please refer to our Shipping Policy.

You can track your package through 17track.net. We may also provide tracking information from the carrier’s own system, such as UPS, FedEx, DHL, or other official carrier websites.

If tracking information is not available, or if you need more detailed shipment updates, please contact our customer service team at [email protected]. We will be happy to assist you manually.

Please note: for custom-made items shipped by ocean freight, tracking information may not begin updating until the shipment has cleared customs and entered the local delivery network. This may take approximately 3–4 weeks after the order is placed.

To protect your order, we recommend opening and checking your package as soon as possible after delivery.

If you find any damage caused during shipping, please send photos of the damaged packaging and product, along with your order number, to [email protected] within 7 days of delivery. We will review the issue and assist you as quickly as possible.

If the damage is confirmed to be caused by shipping or a manufacturing quality issue, we will cover the related costs and arrange a replacement or refund.

If more than 14 days have passed since delivery, it may be difficult to confirm whether the damage occurred during shipping, installation, or use. In such cases, we may not be able to provide a return or replacement. However, please contact us anyway. We will always do our best to help you find a reasonable solution.

If your package has any shipping issue, please contact our customer service team as soon as possible. We will help check the shipment status and provide a suitable solution based on the situation.

Shipping issues may include, but are not limited to:

No tracking update for an extended period
The package shows as delivered, but you have not received it
The package is returned to sender
The shipping address was entered incorrectly
The carrier cannot contact the recipient
The package is delayed, damaged, or has an abnormal shipping status
You have not received a shipping notification or tracking information

Depending on the situation, our team may help you:

Confirm the actual shipping status
Contact the carrier for further investigation
Update tracking information or provide a new tracking number, if available
Arrange a replacement shipment or offer another suitable solution

We recommend contacting us before opening a refund request, chargeback, or dispute, as most shipping issues can be resolved more quickly through our customer service team. This does not affect any rights you may have through your bank or payment provider.

We accept return requests within 14 days from the date of delivery. After 14 days, we are unfortunately unable to accept a return request.

To be eligible for a return, the item must be unused, uninstalled, and kept in its original packaging.

Return shipping costs are the responsibility of the customer in all return situations, including returns related to shipping damage or product quality issues, unless otherwise required by applicable law.

A restocking fee starting from 20% of the actual amount paid for the returned item will be charged once the item is returned to our warehouse.

Refunds are issued for the product price only. Any shipping service fees that have already been incurred, including but not limited to standard shipping fees, expedited shipping fees, shipping insurance, or similar charges, are non-refundable.

If the issue is confirmed to be caused by shipping damage or a product quality problem on our side, we reserve the right to first provide replacement parts or a replacement item. In such cases, we will cover the shipping cost for the replacement shipment.

Before placing an order, we kindly recommend reviewing our full Return & Refund Policy or contacting us if you have any questions about size, compatibility, or other product details. We will be happy to help.

After you ship the return package, please send the following information to our customer service email:

Photos of the packed return package
A photo of the shipping label
The tracking number and the tracking website

Once our warehouse has received the returned package, we will submit the refund request within 3 business days.

After the refund has been issued, the time it takes to appear in your account may vary depending on the payment method:
Card payments: 3–7 business days

Please note that public holidays in different countries or regions may cause delays in refund processing or arrival time.

Yes, you may request an exchange for a different style.

For exchanges, we will cover the shipping cost of sending the new item to you. The return shipping cost for the original item is the responsibility of the customer.

If there is a price difference between the original item and the new item, the difference will be refunded or charged accordingly.

For detailed exchange steps, please contact us at [email protected]. We will assist you with the process.

If you find that any parts are missing from the package, please contact us at [email protected] as soon as possible. Kindly provide your order number and photos showing the missing parts or related product components.

After confirmation, we will arrange to send the missing parts to you.

Please note that, for safer shipping, complex lighting fixtures are often packed in multiple layers. Some hardware and small accessories may be placed separately in different areas of the box. We kindly recommend checking all packaging layers carefully before confirming that any part is missing.

To better protect items during shipping, some orders may be divided into multiple packages based on product size, weight, or packaging requirements. For this reason, the number of packages may not always match the number of items purchased.

For example, if you ordered several lighting fixtures, they may be shipped separately, or items with the same specifications may be packed together. As a result, different packages may arrive at different times.

If you have received only part of your order, please do not worry. The remaining packages may still be in transit.

If you would like to check the status of the remaining packages, please contact us with your order number. We will help check the shipping status of all packages and provide the corresponding tracking numbers and latest updates.

We will ship your order in full. If we confirm that there is an actual shipping issue, we will help resolve it as soon as possible.

We ship products according to your order details and the description on the product page, including the model, size, color, and main appearance of the item.

Some products may have slight differences due to normal product updates, process improvements, or different production batches. These minor differences do not affect the main function, installation, or overall appearance of the product and are generally not considered a wrong item or a product mismatch.

If you believe the item you received is significantly different from your order, please contact us with your order number and clear product photos. We will review the situation as quickly as possible and provide an appropriate solution.

We warmly welcome inquiries from trade customers and customers with a clear purchase intention.

If you have questions about a specific product detail, such as cord length, metal finish, voltage, wattage, or installation details, and would like to see how it looks in real life, please contact our customer service team at [email protected].

We will be happy to provide more first-hand materials to help you make a confident decision.

Our lighting fixtures are made from a wide range of materials, depending on the design and collection.

Natural stone: alabaster, travertine, and marble. Each piece has its own natural veining and texture.

Metal: solid brass, antique brass, black iron, brushed nickel, brushed brass, and other alloy materials.

Glass: crystal, hand-blown glass, Italian glass, smoked glass, and clear glass styles.

Natural materials: solid walnut and oak, bamboo, rattan, mulberry silk, cotton, and linen fabrics.

Other materials: high-grade ceramic, plaster, resin, alabaster composite, acrylic, and more.

All dimensions are measured by hand, so a 1–2 cm difference is considered normal. Due to screen settings and lighting conditions, the actual color may vary slightly from the images shown.

Yes. Most of our products come with a warranty of up to 2 years from the date of delivery.

The warranty period begins on the delivery date shown in the tracking information.

The warranty does not cover damage caused by accident, misuse, abuse, neglect, improper installation, or human-caused damage. It also does not cover natural aging, normal wear and tear, or products purchased through online auction websites.

If the damage is caused by human factors, replacement parts must be purchased separately, and the cost of the parts and shipping will be the customer’s responsibility.

For rechargeable LED table lamps, the warranty period is 3 months from the date of delivery. If covered under warranty, the full lamp can be replaced free of charge, while the shipping cost is the customer’s responsibility.

For LED lamps, LED light sources, and LED drivers, the warranty period is 6 months from the date of delivery. Covered replacement parts can be provided free of charge, while the shipping cost is the customer’s responsibility.

For other parts of LED fixtures, covered replacement parts can be provided free of charge within 2 years from the date of delivery, while the shipping cost is the customer’s responsibility.

For non-LED light source products, covered replacement parts can be provided free of charge within 2 years from the date of delivery, while the shipping cost is the customer’s responsibility.

Yes. Our lighting fixtures are compatible with LED bulbs and various LED light sources, including LED boards, LED strips, and LED chips, depending on the product design.

We recommend using LED light sources because they offer good brightness, beautiful lighting effects, energy efficiency, safety, and a longer service life.

The compatible bulb type and maximum wattage will be listed on each product page to help you choose the right light source.

Many of our lighting fixtures can be used with compatible dimmer switches and dimmable LED bulbs. Please check the product page for details about whether a specific item supports dimming.

If you are not sure whether your wiring or dimmer setup is suitable, you are welcome to contact us before placing your order.

We can also support advanced lighting control systems, such as KNX, Philips smart lighting systems, DALI systems, and other mainstream smart lighting protocols. This is a custom service and may require an additional fee. If you need this type of configuration, please contact us at [email protected] for more details.

Unless clearly stated on the product page, most of our lighting fixtures do not include bulbs.

The recommended bulb type and specifications will be listed on the product detail page.

Please note that some products may be upgraded or adjusted between production batches, including changes to the internal structure or lamp holder configuration. As a result, the bulb type suitable for the item you receive may differ from information you have seen previously.

Please refer to the actual product you receive and the specifications shown on the corresponding product page. If you have any questions, please contact our customer service team. We will be happy to help you confirm the correct bulb type.

Unless otherwise stated, our lighting fixtures can be provided in standard voltage versions suitable for different countries and regions.

We will ship the voltage specification that matches the electrical standard of your shipping destination, so the product can be used safely and properly. In most cases, you do not need to leave an additional voltage note.

If your home uses smart switches, smart dimmers, a smart home system, or any special lighting control system, please let us know before placing your order. Some smart control systems may have specific requirements for voltage, drivers, dimming methods, or other electrical configurations.

If we are not informed of any special requirements before the order is placed, we will produce and ship the item according to the standard electrical specifications of the shipping destination.

If you plan to install the product in a country or region different from the shipping address, or if you have any special electrical requirements, please contact us before ordering. We will help confirm the most suitable configuration for you.

Yes. Replacement parts can be purchased separately.

To make sure the parts are suitable for your fixture, we recommend contacting our customer service team before purchasing. Please provide your order number or purchase information, and we will help confirm the correct model and specifications of the parts you need.

If your product was not purchased from our store, we cannot guarantee that our parts will be compatible, as products from different suppliers may vary in model, size, structure, or other specifications. In this case, please contact us first before purchasing any replacement parts.

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There is no single standard size that works for every space. The right fixture size depends on the room size, ceiling height, furniture dimensions, interior style, and your personal preference.

Different sizes can create different visual effects, so there is not always one “correct” choice.

Before placing an order, we recommend carefully checking the dimensions listed on the product page and comparing them with your installation space.

If you would like a clearer idea of how the fixture may look in your room, please contact us before ordering. You may provide room photos, space dimensions, or design drawings. Based on the information provided, we will do our best to offer size suggestions or create a room effect preview where applicable.

Please note that all size suggestions and visual previews are for reference only. The final effect may vary depending on the actual room layout, interior style, installation height, lighting conditions, and personal preference.

Most pendant lights and chandeliers come with adjustable cords or chains (maximum length 1.5 meters), which can be shortened during installation. If you need a custom length, please contact us.

Most pendant lights and chandeliers are supplied with adjustable mounting components, such as cords, chains, rods, suspension wires, or hanging ropes, depending on the actual product configuration. The included mounting parts and default lengths may vary by product, so please refer to the specifications listed on the product detail page.

If you need a special length, we support customization for most products. To make sure the item is made according to your needs, please leave a note with the required length when placing your order, or contact us in advance for confirmation.

Please note:

The default length is not the same for all products. Some products may only include shorter rods or cords, so please be sure to check the dimensions and specifications on the product page.

Product images are used to show the overall design and installation effect. Due to shooting angles, room settings, lens focal length, and visual perspective, the product size shown in the images may look different from the actual visual effect. Please use the dimensions and specifications provided on the product page as the final reference.

If you request a length adjustment before shipment, we will do our best to provide customization based on the actual product structure. For some products, adjustments within a certain range, such as extending the cord, may not require an additional parts fee. The final details are subject to confirmation by our customer service team.

After the order has been shipped, if you need to replace or extend cords, rods, chains, suspension wires, or other related parts, we can usually still provide the corresponding parts. However, the customer will be responsible for the related shipping cost. If customized parts are required, an additional customization fee may apply.

If you are not sure how much hanging length you need to reserve, please contact us before placing your order. We will explain the available customization range and important details based on the product structure.

Yes. We offer customization services for many of our lighting products.

Our customization services may include, but are not limited to:

Product appearance customization: color, finish, material, size, and certain structural adjustments.

Mounting component customization: length or specification adjustments for cords, rods, chains, hanging ropes, suspension wires, canopies, and other related parts.

Lighting system customization: different color temperatures, such as warm light, natural light, or cool light, as well as dimmable or non-dimmable lighting solutions.

Smart control customization: product configurations and overall solutions can be provided based on your smart switches, smart home system, or other special control requirements. The specific solution must be confirmed in advance.

Personalized product customization: if the lighting style you want is not shown on our website, you may also provide design drawings, reference images, or product photos. Our team will evaluate production feasibility and do our best to provide a custom solution for you.

Please note:

Most customization requests need to be confirmed with us before or when placing the order, so we can produce the item according to your requirements.

The production time for custom products may vary depending on the complexity of the project. We will provide the estimated delivery time after the customization details are confirmed.

Some specially customized products may not be eligible for returns or exchanges. The applicable policy will be confirmed with you before the order is placed.

If you have any special requirements, please feel free to contact our customer service team. We will provide professional suggestions based on your needs and assist you throughout the customization process.

Yes. We welcome cooperation inquiries from interior designers, architects, hotels, real estate projects, retailers, and other commercial clients.

Our trade and business services may include, but are not limited to:

Commercial project and bulk purchasing
Lighting solutions for hotels, restaurants, offices, and other project spaces
Product customization and exclusive production
Development or production of specific styles based on client needs
Long-term business cooperation and bulk purchase solutions

If you have a trade or commercial project inquiry, please contact our business team. We will provide suitable product suggestions, customization services, and cooperation support based on your project needs.