Question 1

How long does standard shipping take?

Accepted Answer

Standard shipping is complimentary on all US orders and typically takes 4 to 6 weeks from the date of your order. Our products are shipped by ocean freight from our supply partners overseas, then delivered to your address via UPS for the domestic leg of the journey. While we do our best to meet these estimates, transit times can occasionally be affected by customs clearance, carrier delays, or peak-season volumes. You will receive a tracking number as soon as your order ships.

Question 2

Do you offer expedited shipping?

Accepted Answer

Yes. Expedited shipping is available at checkout for an additional fee and typically delivers within 1 to 3 weeks . Expedited orders are prioritized and shipped via air freight, significantly reducing transit time. Expedited shipping rates are calculated at checkout based on your order value and destination.

Question 3

Do you ship internationally?

Accepted Answer

We primarily serve customers within the contiguous United States . We also ship to Canada and select EU countries on standard shipping, with duties and taxes covered by our logistics partners on those routes. For international inquiries outside these regions, please contact us at service@lumioshine.com before placing your order and we will advise on availability and shipping options.

Question 4

How do I track my order?

Accepted Answer

Once your order has been dispatched, you will receive a confirmation email containing your tracking number. You can use this number to follow your shipment in real time. You can also visit our Track My Order page at any time. If you have not received a tracking email within your expected processing window, please check your spam folder or contact us directly.

Question 5

Can I change my delivery address after placing an order?

Accepted Answer

Address changes can be requested within 2 calendar days of placing your order, provided it has not yet been dispatched. Please contact us as soon as possible at service@lumioshine.com or by phone on 800-978-5754 . Once an order has shipped, we are unable to redirect it. If a parcel is returned to us due to an incorrect address, re-shipping costs will be the responsibility of the customer. 02 Returns & Refunds

Question 6

What is your return policy?

Accepted Answer

We accept returns within 30 days of delivery . To be eligible, items must be: In their original, unused, and uninstalled condition In the original manufacturer's packaging Free from damage caused after delivery Items that have been installed, modified, or show signs of use are not eligible for return. For full details, please review our Refund Policy .

Question 7

How do I initiate a return?

Accepted Answer

To begin a return, please contact our support team at service@lumioshine.com with your order number and reason for return. We will respond within one business day with return authorization and instructions. All approved returns should be sent to: 418 Broadway STER, Albany, NY 12207 Please do not return items without prior authorization — unauthorized returns may not be processed.

Question 8

Who is responsible for return shipping costs?

Accepted Answer

Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective, or was sent in error by us. In those cases, we will arrange and cover the cost of the return. We recommend using a tracked shipping service for all returns, as we are unable to accept liability for items lost in transit.

Question 9

How long do refunds take to process?

Accepted Answer

Once we receive and inspect your returned item, refunds are processed within 10 business days . The refund will be issued to your original payment method. Depending on your bank or card issuer, it may take a further 3–5 business days to appear on your statement.

Question 10

My item arrived damaged. What should I do?

Accepted Answer

We are sorry to hear this. Please photograph the damage — including the outer packaging — and contact us at service@lumioshine.com within 48 hours of delivery with your order number and photos attached. We will review the situation promptly and arrange a replacement, spare parts, or a full refund as appropriate. Reporting damage quickly helps us resolve the matter as efficiently as possible.

Question 11

Can I cancel my order?

Accepted Answer

Orders may be cancelled before they are dispatched. A 10% cancellation fee applies to cover processing and restocking costs. Once an order has shipped, the standard 30-day return process applies and the cancellation fee is waived. To request a cancellation, please contact us as soon as possible at service@lumioshine.com or 800-978-5754 . 03 Products & Ordering

Question 12

What types of lighting do you sell?

Accepted Answer

We carry a curated range of designer lighting fixtures across six categories: Chandeliers — statement ceiling fixtures for dining rooms, foyers, and living rooms Pendant lights — single and multi-pendant suspension fixtures Ceiling lights — flush and semi-flush mounts for lower ceiling heights Wall lamps — sconces for hallways, bedrooms, and accent lighting Table lamps — portable fixtures for desks, sideboards, and bedside tables Floor lamps — freestanding fixtures for reading and ambient lighting Our collection spans modern, transitional, and classical styles. Browse the full range at All Lighting .

Question 13

Do your products come with light bulbs?

Accepted Answer

Most of our fixtures are sold without bulbs . Each product page clearly states the required bulb type, socket type (e.g. E26, E12, GU10), and maximum wattage. We recommend purchasing bulbs separately to ensure you choose the right specification and brightness level for your space. If a fixture does include bulbs, this will be explicitly noted in the product description.

Question 14

Are your fixtures compatible with LED bulbs?

Accepted Answer

Yes — the majority of our fixtures are compatible with energy-efficient LED bulbs. Where LED compatibility is confirmed, this is noted on the product page. We recommend using dimmable LED bulbs where a dimmer switch is in use, and checking bulb dimensions when selecting globes or decorative filament styles, as these can vary significantly. If you are unsure which bulb type to use for a specific fixture, please contact us and we will be happy to advise.

Question 15

Are your products suitable for damp or wet locations?

Accepted Answer

Unless the product listing specifically states a damp-rated or wet-rated classification, our fixtures are intended for dry indoor use only . They are not suitable for direct installation in bathrooms, outdoor areas, or any environment exposed to moisture or condensation. If you have a specific installation environment in mind — such as a covered porch or bathroom vanity — please contact us before purchasing and we will confirm suitability.

Question 16

What if a part is missing from my order?

Accepted Answer

Please contact us within 7 days of receiving your order and we will arrange to send any missing components at no additional charge. When reaching out, please include your order number and a description or photograph of what is missing to help us respond quickly. 04 Installation & Technical

Question 17

Do I need a licensed electrician to install my fixture?

Accepted Answer

We strongly recommend using a licensed, qualified electrician for all hardwired ceiling and wall fixtures. This ensures both personal safety and compliance with your local electrical codes and building regulations. Table lamps and floor lamps with standard plug connections can typically be installed without professional assistance, provided the plug and cord are undamaged and the fixture is used as directed.

Question 18

Are installation instructions included with the fixture?

Accepted Answer

Yes. All fixtures include printed installation instructions in the packaging. If you require additional guidance or encounter difficulty during installation, please contact our support team at service@lumioshine.com and we will do our best to assist.

Question 19

What is the recommended hanging height for a chandelier?

Accepted Answer

Recommended hanging heights depend on the room and ceiling height. As a general guide: Standard rooms: the bottom of the fixture should hang at least 7 feet (84 inches) from the floor Over a dining table: hang the bottom of the fixture 30–36 inches above the tabletop Over a kitchen island: hang 36–42 inches above the counter surface Entryways and foyers: allow for at least 7 feet of clearance at the lowest point If your ceiling is higher than standard (8 feet), adjust upward proportionally. Most of our chandeliers include adjustable chain or rod lengths to accommodate different ceiling heights. If you are unsure, please contact us with your room dimensions and we will advise.

Question 20

Can I use my fixture with a dimmer switch?

Accepted Answer

Many of our fixtures are compatible with dimmer switches, provided you use dimmable LED or incandescent bulbs of the correct type. Non-dimmable LED bulbs used on a dimmer circuit can flicker, buzz, or fail prematurely. We recommend confirming your bulb's dimmer compatibility before installation. If you have questions about a specific fixture, please contact us and we will confirm the requirements. 05 Payment & Security

Question 21

What payment methods do you accept?

Accepted Answer

We accept all major payment methods, including: Visa, Mastercard, American Express, Discover PayPal Apple Pay and Google Pay Shop Pay (with optional installment plans) ACH Direct Debit All payment options available at checkout are equally secure and fully supported.

Question 22

Is my payment information secure?

Accepted Answer

Yes. All transactions on Lumioshine.com are processed through Shopify's PCI-DSS Level 1 compliant payment infrastructure, with full SSL/TLS encryption. We do not store, access, or retain your card details at any point — these are handled exclusively by your chosen payment provider.

Question 23

Will I be charged import duties or taxes?

Accepted Answer

For standard shipping orders to the United States, Canada, and the European Union , import duties and taxes are handled by our logistics partners and are not charged separately to you — the price you see at checkout is the price you pay. For orders to other countries, local duties, customs fees, and taxes may apply upon arrival and are the responsibility of the recipient. We recommend checking your country's import regulations before ordering. 06 Trade & Commercial

Question 24

Do you offer trade or wholesale pricing?

Accepted Answer

We welcome inquiries from interior designers, architects, contractors, and hospitality businesses . Please contact us at service@lumioshine.com with details of your project or business and we will discuss pricing, lead times, and how we can best support your work.

Question 25

Can you accommodate large or multi-unit orders?

Accepted Answer

Yes. For commercial, hospitality, or multi-unit residential projects requiring significant quantities of a single fixture, please contact us directly with your specifications. We will provide a tailored quote, confirm stock availability, and work with you on an appropriate lead time for your project schedule.

Question 26

What types of spaces are your products suitable for?

Accepted Answer

Our range is suitable for a wide variety of residential and commercial settings, including: Private residences — living rooms, dining rooms, bedrooms, kitchens, studies Boutique hotels and serviced apartments Restaurants and hospitality venues Retail environments and showrooms Office lobbies and reception areas If you have a specific project in mind and would like product recommendations, please reach out — we are happy to advise. Still have questions? We're here to help Our US-based support team is available Monday to Friday, 9am – 6pm EST. All inquiries receive a response within one business day. Contact us 800-978-5754 service@lumioshine.com // Accordion document.querySelectorAll('.fq-question').forEach(btn => { btn.addEventListener('click', () => { const item = btn.closest('.fq-item'); const isOpen = item.classList.contains('open'); // close all document.querySelectorAll('.fq-item.open').forEach(el => { el.classList.remove('open'); el.querySelector('.fq-question').setAttribute('aria-expanded', 'false'); }); // open clicked (if it was closed) if (!isOpen) { item.classList.add('open'); btn.setAttribute('aria-expanded', 'true'); } }); }); // Nav active state on scroll const sec

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