FAQ

Timing

When will I receive my order?

We hand make all of our fixtures to order in Phoenix, AZ.  Production times are located on each item's product page, and can vary from 4-8 weeks. This is separate from ground shipping time. Depending on our workload, it may be up to 10 weeks for unique custom orders.   You will receive an "estimated shipping date" within your order confirmation email.  

Installation / Use

Do you recommend hiring a licensed electrician?

Yes. Licensed electricians are certified by their respective state, and are properly trained.  They will be well equipped with the correct tools and know how to trouble shoot should you run into any obstacles. They carry the proper insurances / bonds, and will offer warranties for their work.

How do I clean my fixture?

All of our fixtures have an applied finish.  To dust your fixture use a soft cotton fabric (t-shirt like) or furniture dusting tools. Do not use chemicals, liquids, or anything abrasive to clean your fixture.  Glass can be cleaned with glass cleaner, however take care not to spray surrounding fixture as the chemicals may damage the finish.  The best practice is to remove the glass first.

Can I alter the drop length of my chandelier or pendant after I've received it?

Shortening: It is possible to shorten the overall drop length, and use a shorter down rod as long as the distance from the ceiling is within UL safety guidelines. 

Lengthening:  The wiring cannot be lengthened for a longer overall drop length on site if your fixture comes with a fixed down rod.  If your fixture has a chain to the ceiling, your electrician may be able to perform a splice and add additional wire depending on his/her capability.

Additional down rods can be purchased here:

https://www.lucentlightshop.com/collections/accessories/products/down-rod-extension

Help with sizing, drop length, or placement.

We do have a few guides that may help:

Dining Room

Kitchen Island

Bedroom

Living Room

Can I order replacement glass?
Can I order additional installation hardware?

Additional hardware and accessories can be found here: 

https://www.lucentlightshop.com/collections/accessories 

Do you have a warranty?

Our 2 year warranty is limited to repair or replacement of the fixture itself, and does not extend to peripheral charges such as contractor or electrician fees.  The determination of whether to repair or replace a fixture will be made by Lucent Lightshop at our discretion.  Any approved repair work must be performed by a lucent Lightshop technician at our workshop, or an authorized representative of Lucent Lightshop on site. Any unauthorized repairs or modifications will void this warranty entirely.  Incorrect installation or failure to follow our care instructions will void this warranty

CA Title 24 Compliance

California's title 24 compliance can be achieved by utilizing LED bulbs. However, your licensed electrician will need to work out the details for the correct drivers to add to the electrical system to ensure your decorative fixtures are compliant.  If you need us to label and designate a specific wattage for any fixture we manufacture, we can do that for you. We can also build your fixture with GU24 sockets by request, however it will be considered a custom order.

Cancellations / Returns

What is your cancellation policy?

Purchaser must notify us within 24 hrs for a full refund. After 24 hrs, we have already ordered your parts, started drilling holes, sent your parts to the electro-plating shop etc. Cancelling your order leaves us with work already completed and nothing in return.  For this reason, we charge a 15% cancellation fee for orders cancelled after 24hrs that have not been shipped.

https://www.lucentlightshop.com/pages/terms-conditions

What is your return policy?

We provide refunds for non-custom items sent back (as received) within 14 days of delivery.  There is a 15% restocking fee. Items must not have been installed, damaged, or length of wire modified, and have been packed with care for return.  If the item does not meet the return criteria, it will be sent back to you with no refund given. If the fixture is damaged during transit related to poor packing, it will be sent back with no refund given.  Shipping charges are non-refundable, and return shipping charges are the responsibility of the customer. Returns must be authorized.

https://www.lucentlightshop.com/pages/terms-conditions

Shipping

What carrier do you use?

Our shipping contract is with Fedex.  Please make sure you give us a physical address, Fedex does not deliver to PO boxes.  Items outside the dimensions for Fedex will be shipped LTL freight with a company chosen at the time of shipment. Most freight companies will give you a courtesy call 24hrs in advance of delivery.

Can I request a signature confirmation?

Yes.  If you require a signature confirmation for your delivery, email us your request along with your order # to info@lucentlightshop.com. Sometimes Fedex will automatically add a required signature confirmation to areas they see fit.

Can I change my shipping address?

Yes, if your item has not already shipped.  If you have an account with us it can be changed when logged into your profile, or you can also email us at info@lucentlightshop.com

What if my order arrives incorrect?

Please open and inspect your items upon arrival and immediately notify us of any concerns, discrepancies or shipping damages so that we can reconcile the issue quickly.

https://www.lucentlightshop.com/pages/shipping

What if my order arrives damaged?

Please open and inspect your purchase immediately and message us for any damaged, incomplete, or inaccurate shipments.  We are excellent packers, our boxes are double wall crush rated and packed with care.  However, if your item has been damaged during shipment, please notify us within 30 days.  Claims for damaged items made beyond this time will not be honored.

Do you ship internationally?

We ship to the US, Canada, and Mexico.  We do not ship overseas at this time.

Who is responsible for international taxes / duties / tariffs?

When you purchase items from a different country, you become an "importer" of goods.  Those good are susceptible to your local import fees. International import taxes/duties/tariffs/fees are the responsibility of the purchaser.

Finishes

What finishes do you offer?

We polish, buff, and finish our brass in house.  We also apply our own patinas, and use local electroplating facilities.  Click on this link to see what we offer:

https://www.lucentlightshop.com/pages/finishes

Can you match...

We prefer not to attemp to match your existing home finishes. We do use real brass that will age a bit over time, but cannot match other brass items via photo that have had time to age.  In some cases, if you send us a sample of what you would like us to match, we can certainly try!

Lamping / Certifications

Can I use LED bulbs with your fixtures?

Yes. As long as you match the correct socket base to the correct bulbs base, most LED bulbs can be used with any fixture.  If you are installing a dimmer switch, the dimmer must be LED compatible.  Not all LED bulbs are dimmable.

Are you UL listed?

Yes! We are UL listed for surface mounted luminaires in the US and Canada.

View Certificate

What if I need a damp rating?

If you require a damp rating, email your inquiry and fixture in question to: info@lucentlightshop.com

We most likely can do it, but it will depend on the fixture type.

Can I add a cord or plug?

It may be possible but depends on the fixture.  Email us your request to:  info@lucentlightshop.com and we can let you know.