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Lighting Product Basics
Q1：Are there installation Instructions?
Yes, the installation instructions will be shipped with the product. But if you still don't know how to install the product, you can contact our customer service at service@handwovenlamp.com.
Q2: Are bulbs included with the light fixture?
No, bulbs are not included unless noted.
Q3：What’s the wattage of the bulb?
It depends what bulb you bought. The product which includes bulbs will be noted with max wattage.
Q4：Are these lights UL certified?
Yes, the cord kits for all our products are UL listed. Lampshades do not require certification as the lampshades on our products are for decorative purposes only and do not come in contact with power.
Q5：What is color temperature of LED?
Kelvin range: Warm Light (3000K), Neutral Light (4000K), Cool Light (6000K)
Q6：Does the voltage of the lamps meet our national standards?
Yes, the voltage is between 110V-240V.
Q7：Does the lamp support dimming?
Generally, we will noted on the product page if the product include bulb. If the light needs a light bulb as a light source, you can purchase a light bulb that supports dimming and install it.
Q8：How do i maintain the products?
All of our products are decorative objects crafted by dedicated artisans. We recommend keeping them in a dry place at indoor temperature. We recommend that the products be gently cleaned with a damp cloth. We are not responsible for damage caused by improper cleaning, the use of cleaning products or by improper use.
Q9：Are there variations among products?
While every effort has been made to portray items accurately, slight variations may occur. All measurements quoted are approximate and color’s reproduction is as accurate as photographic processes or a printed material allow. Please, note there may be color variations depending on the calibration and screen’s setting. As every of our product is hand-crafted, the possibility of slight variations in assembly and finishes may exist from one piece to another. The latter does in no way affect the quality, craftsmanship, aesthetic or function of the piece.
Q10：How long is the cord?
The default length of the cord is Hardwired (1.5m) / Plug In (5m), Adjustable Length. And we support custom length according to your need. The length of the cord is written on product page. They vary from different products.
Orders & Payments
Q1：What Payment Methods Are Accepted?
We currently accept 9 payment methods: Paypal, Google Pay, Apple Pay, American Express, Diners Club, Discover, JCB, Mastercard and VISA. If new payment methods are added later, we will update it.
Q2：How secure is my online order?
We are committed to protecting your personal information and providing a secure online experience. We use industry standard encryption and password protection technologies with SSL (Secure Socket Layer). Sensitive information including any type of payment information is not stored on our servers.
Q3: Do I need to create an account to place the order?
Orders can be placed without creating an account. Of course I suggest you create an account. You can enjoy a better shopping experience.
Q4: How do I know an order is confirmed?
After you’ve completed your purchase, we will send you a confirmation email to the provided email address which will contain all your order information. After this, we begin to process your order and get it ready for shipment. Upon shipment, you will receive a second email with all your tracking information. You can also log in to check the status of your order.
Q5: Can I View Products Prior To Purchase?
We are an internet business and for that reason we do not have a traditional bricks and mortar store to view our products. But you can contact our customer service to get product photos taken by our warehouse.
Q6: How Do I Place An Order For Products That Are Currently Out Of Stock?
Usually we guarantee that the stock of the goods on the shelves is sufficient.but the stock of some customized products and sizes exceeding the logistics limit will be set to 0. Please contact us to confirm the product inventory.
Q7: How do I change or cancel an order?
We know how important your order is, so we aim to fulfill orders as quickly as possible.
In order to make our cooperation more pleasant, please check the products you want to buy carefully before placing an order to avoid buying the wrong ones or buying too much.
Q8: I want to return my purchase. What do I do?
Please find relevant information in the return policy.
Q9: Can I purchase multiple products in a single order?
Yes you can. If you want to buy multiple products from our store, you can simply browse the products you want and press the “add to cart” button, this will add the product to your cart and you can find them in your shopping cart when you’re ready to purchase your item.
Shipping & Delivery
Q1: Do You Ship Internationally?
The countries/regions we currently support delivery to are as follows:
United States, Canada, United Kingdom, Australia, Mexico, Germany, France, Spain, Switzerland, Belgium, The Netherlands, Sweden, Italy, New Zealand, Japan, Poland, Ireland, Portugal and Austria.
Q2: How Much Does Shipping Cost?
Orders are billed for a fixed amount. Shipping is free for orders over $300. Shipping is $18 for orders under $300.
Q3: How long until my order will ship?
Your order will take 3-7 business days to process and it will be shipped within 3-7 business days. We will notify you by email when your order has been shipped. Please keep your email active.
You can check the time details in the shipping policy.
Q4：What Shipping Methods Are Available?
The logistics companies we cooperate with include FedEx, UPS, USPS, EMS, 4PX and Air Freight. If you need to specify the logistics, please contact us. Thank you!
Q5：Does Your Postage Fee Include Insurance?
Not included.
Q6: How to Track the Package?
Once an order has shipped out, we will send you a Shipping Confirmation email that includes the tracking number and the carrier. Just go to the carrier's website and use the tracking number to track your package. Or you can contact us by email for details.
Q7: My order has arrived damaged what can I do?
If your order arrives damaged, please contact us with images or a video documenting the product and any damage incurred and we will do our best to resolve the problem.
Others
Q1: I'm not sure what product to buy. Can you help?
Absolutely! Feel free to send us an email and we'd be happy to help you find what product is best for you.
Q2: Why Sign Up To The Newsletter?
By signing up to the newsletter you will be the first to hear about all new product releases, sales, competitions and promotions!
Q3: What do I do if I have missed items in my order?
Please don't worry and contact our customer service immediately at service@handwovenlamp.com, we will reissue it for you free of charge.
Q4：Do you offer bulk or business discounts?
We do, If you are a business owner, interior designer, or real estate developer, please reach out to us for custom invoicing and exclusive discounts.
UNANSWERED QUESTIONS?
If you have a question that isn't answered here please don't hesitate to contact us.
Email: service@handwovenlamp.com
Work Time: EST 8:00 PM-7:00 AM ( Monday - Friday )
