Help Center
Help Topics
Answers to the Most Common Questions
Browse the topics below, or reach out — our team replies within one business day.
Shopper FAQs
Orders, payment, shipping, installation, warranty and returns for direct shoppers.
Wholesale FAQs
MOQ, lead time, OEM/ODM, FBA dispatch and contract pricing for partners.
Frequently Asked
Shopper FAQ
Why was my order declined?+
Orders are usually declined due to payment issues or incomplete verification. Please review your payment method, billing details and delivery address, then try again. If the issue persists, contact our order fulfillment team.
How do I cancel my order?+
Reach out to our team directly with your order number. If your order has not entered production, cancellation is immediate with a full refund. Orders already in production can be cancelled with a handling fee.
How do I change my phone number or address?+
Contact support with your order number and the updated details. Changes are possible before your order is dispatched — we will confirm the update by email.
My payment failed, what should I do?+
Navigate to Orders on your dashboard and select “Pay” next to the order you would like to pay for. If payment fails again, check your card limit and try an alternative payment method.
How long does shipping take?+
Production takes about 7 days. Delivery time depends on destination and method — express 5–10 business days, sea freight 25–40 days. You will receive a tracking number once dispatched.
Do I need a licensed electrician to install?+
Most fixtures come with a clear installation guide and standard mounting hardware. For hardwired chandeliers and ceiling lights, we recommend a licensed electrician to ensure safe and proper installation.
What does the 3-year warranty cover?+
It covers light sources (LED, drivers), metal structural parts and surface finishes against non-human failure. Proof of purchase is required. Misuse, improper installation and unauthorized modification are excluded.
How do I start a return?+
Email or WhatsApp us with your order number and photos of the issue. Quality issues are fully covered within 60 days; non-quality returns are accepted within 7 days in original packaging.
Still Have Questions?
Talk to Our Team
Order issues — our fulfillment team will walk you through your order status. Wholesale — our sales team will share the best price for wholesale.