FAQ page
Customization
How does the custom lighting process work?
Our 4-step custom lighting process makes it easy to bring your vision to life:
- Consult – Share your project details, dimensions, and design preferences with our team.
- Design – We create a detailed specification and rendering for your approval.
- Manufacture – Your fixture is handcrafted at our factory using premium materials.
- Deliver – Your order is carefully packaged and shipped directly to you.
What is the timeline for a custom order?
- Standard custom orders typically take 4–6 weeks from design approval to shipment.
- Complex or large-scale projects may require additional lead time — our team will provide a specific timeline during your consultation.
- Rush options may be available; please contact us to discuss your deadline.
Shipping
Do you offer free shipping?
- Domestic (US): Yes — we offer free shipping on all orders within the United States.
- International: We ship worldwide via UPS and DHL Express. International shipping rates are calculated at checkout.
How long does shipping take?
-
Estimated Delivery = Processing Time + Transit Time
Processing Time: 3–7 business days
Delivery Time: 6–12 business days (for items under 30")
Please Note:
For large items (over 30"), sea freight will be used, and shipping typically takes 5 weeks.
- You will receive a tracking number once your order ships. Visit our How to Track Your Orders page for details.
Returns
What is your return policy?
- We accept returns within 90 days of delivery for items in original, unused condition.
- Items damaged in transit please reported delivery status with photos. We will arrange a replacement or resolution promptly.
- To initiate a return, please contact our team at your earliest convenience with your order number.
Materials
What materials are used in your fixtures?
We use only premium, responsibly sourced materials, including:
- Alabaster – Natural stone prized for its warm, translucent glow.
- Hand-blown glass – Artisan-crafted for unique texture and light diffusion.
- Solid brass – Durable and elegant, available in multiple finishes (polished, brushed, antique).
- Wrought iron & steel – For structural and decorative elements requiring strength and character.
- Crystal – Premium optical crystal for maximum brilliance and refraction.
All materials are selected for longevity, beauty, and compatibility with high-end residential and commercial environments.
Pricing
Why is your pricing so competitive for luxury lighting?
- We are factory-direct — we design and manufacture our fixtures in-factory, eliminating middlemen, showroom markups, and distributor margins.
- This allows us to offer heirloom-quality craftsmanship at a fraction of traditional luxury retail prices.
- You receive the same quality as top-tier lighting brands, sourced directly from the artisans who make them.
Trade Program
How do I apply for the trade program?
- Our trade program is available to interior designers, architects, contractors, and hospitality professionals.
- To apply, please contact us with your business name, website, and a brief description of your practice.
- Approved trade members receive exclusive pricing, priority production scheduling, and dedicated account support.
- Contact us at our contact page or email us directly to get started.
Care & Maintenance
How do I care for alabaster fixtures?
- Dust regularly with a soft, dry microfiber cloth.
- Avoid water, liquid cleaners, or abrasive materials — alabaster is a porous natural stone and can stain or etch.
- For deeper cleaning, use a barely damp cloth and dry immediately.
- Keep away from prolonged direct sunlight to preserve the stone's natural color.
How do I care for glass fixtures?
- Clean with a lint-free cloth lightly dampened with water or a mild glass cleaner.
- Avoid ammonia-based cleaners on hand-blown or coated glass.
- Handle with care — always support the fixture from its base or frame, not the glass shade.
General maintenance tips
- Turn off and allow fixtures to cool completely before cleaning.
- Check and tighten hardware connections annually.
- Use bulbs within the fixture's specified wattage to prevent heat damage.
- For warranty information, visit our Warranty page.