Question 1

Are you a US company?

Accepted Answer

Yes. Radilum Inc. is a company registered in the United States. Most of our fixtures are made to order and ship from our manufacturing facility in Asia; a small selection labeled “In Stock — Ships from U.S.” ships from a third-party fulfillment provider in the United States. We do not operate our own warehouse or showroom in the U.S.

Question 2

Is it safe to purchase from your website?

Accepted Answer

Purchases on our website are protected by SSL encryption, secure payment gateways, and the chargeback rights provided by your credit-card issuer.

Question 3

Are your light fixtures safe to install?

Accepted Answer

Select Radilum fixtures are UL listed — tested and certified to meet US safety standards. The product page for each fixture indicates whether it carries a UL listing. As with any electrical product, improper installation can create a hazard, so we recommend a licensed electrician for any hardwired piece.

Question 4

What if a part is missing or broken?

Accepted Answer

Email us right away. We'll ship a free replacement part as quickly as possible — no extra charge, no return required for the missing or damaged piece.

Question 5

Will it work with my electrical system?

Accepted Answer

All fixtures are designed for standard residential systems (110V–220V). If you have a non-standard setup, please consult an electrician before ordering.

Question 6

Are your fixtures rated for damp or wet locations?

Accepted Answer

The location rating — dry , damp , or wet — is listed on every product page. Please match it to your intended location (bathroom, covered porch, etc.) before purchasing.

Question 7

How do I reach customer service?

Accepted Answer

Email support@radilum.com or use the contact form on our website. We aim to reply within 24–48 hours, and every inquiry is handled by a real person on our team.

Question 8

What kind of bulbs do your fixtures use?

Accepted Answer

Most fixtures accept LED, incandescent, or CFL bulbs. Each product page lists the required base — E26 , E12 , G9 , etc. — and the maximum wattage.

Question 9

Do bulbs come with the fixture?

Accepted Answer

Generally no — this lets you choose the bulb type and color temperature you prefer. If a fixture does include bulbs, it will be noted in the product description.

Question 10

Are the finishes durable?

Accepted Answer

Yes. We use durable finishing processes that resist chipping and fading over time, and every finish is inspected before the piece leaves our factory.

Question 11

How do I clean and maintain my fixture?

Accepted Answer

Dust gently with a soft, dry cloth. For stubborn marks, use a slightly damp cloth. Avoid harsh chemicals and abrasive cleaners — they can damage the finish.

Question 12

What's the difference between industrial and farmhouse style?

Accepted Answer

Industrial leans on raw materials, exposed mechanisms, and a utilitarian feel. Farmhouse is rustic and cozier — often weathered, with a stronger emphasis on natural elements like wood and unfinished metal.

Question 13

What if the color looks different in person?

Accepted Answer

Screen settings and ambient lighting can shift how a finish appears. We work hard to keep our photos and descriptions accurate, but slight variation is normal — especially with natural materials.

Question 14

How do I pick the right size?

Accepted Answer

Detailed dimensions are listed on every product. Measure your room and consider nearby furniture so the fixture stays in proportion and provides enough light. If you're unsure, our team is happy to advise based on your room dimensions.

Question 15

Can I use a dimmer switch?

Accepted Answer

Most fixtures are dimmer-compatible — provided you use dimmable bulbs. The product page will note any specific dimmer requirements.

Question 16

What payment methods do you accept?

Accepted Answer

All major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and other secure payment options at checkout.

Question 17

Is my payment information secure?

Accepted Answer

Yes. The site uses SSL encryption end to end, and your payment and personal information stay protected throughout the checkout process.

Question 18

Can I cancel or change my order?

Accepted Answer

Yes — within 48 hours of placing it, as long as production hasn’t started. The sooner you contact us, the better.

Question 19

Do you charge sales tax?

Accepted Answer

Sales tax applies to orders shipped to states where we're legally required to collect it. The exact amount is calculated at checkout based on your shipping address.

Question 20

How do I use a discount code?

Accepted Answer

Enter your code in the discount field on the checkout page — the price will adjust automatically.

Question 21

Do you have a physical store?

Accepted Answer

Radilum is a direct-to-consumer brand — all sales are online, with our own manufacturing atelier behind every fixture.

Question 22

My payment was declined — what now?

Accepted Answer

Double-check the card number, expiration date, and CVV. If everything looks right, contact your bank or card issuer — they often need to authorize the purchase before it can go through.

Question 23

Do you offer trade discounts?

Accepted Answer

Yes. We work closely with interior designers, architects, and contractors through our Trade Program , which offers exclusive pricing. Visit the Trade Program page to apply.

Question 24

How do I confirm my order went through?

Accepted Answer

You'll receive an order confirmation email. If it doesn't arrive within a few hours, check your spam folder before getting in touch.

Question 25

What shipping options do you offer?

Accepted Answer

Standard (free, insured sea freight): most orders to the U.S., Canada, the UK and EU, Australia and Mexico arrive 4–6 weeks after ordering. Expedited (air): 1–3 weeks to the contiguous U.S. (about 2–4 weeks elsewhere). Items labeled “In Stock — Ships from U.S.” arrive in about 8–12 days. Standard and Expedited both include 1–3 weeks to make your fixture; the exact cost and timing depend on your location.

Question 26

How much does shipping cost?

Accepted Answer

Standard shipping is free to the US (48 contiguous states), Canada, Mexico, the UK (excluding Northern Ireland), most of Europe (excluding Spain’s Balearic Islands), Australia and the UAE. Expedited shipping and other destinations are calculated at checkout by size, weight and destination.

Question 27

How do I track my order?

Accepted Answer

Once your order ships, we'll email you a tracking number you can follow on the carrier's site.

Question 28

Do you ship internationally?

Accepted Answer

Yes — to 50+ countries. Costs and timing are shown at checkout. With Standard shipping, duties are normally handled by our shipping partners; with Expedited air shipping, local duties and taxes may be charged on delivery (see our Shipping Policy).

Question 29

What if my package is lost or stolen?

Accepted Answer

If tracking shows delivered but the package isn't there, check with neighbors and your local post office first. If it still doesn't turn up, contact us and we'll help file a claim with the carrier.

Question 30

My order arrived damaged. What should I do?

Accepted Answer

Take photos of both the packaging and the product, then email customer service within 7 days of delivery. We'll arrange a replacement or a full refund.

Question 31

Can I change my shipping address?

Accepted Answer

If the order hasn't shipped yet, yes — just contact us as soon as possible and we'll update it.

Question 32

Which carriers do you use?

Accepted Answer

Primarily China Postal Airlines, EMS, UPS, FedEx, and DHL — selected based on your destination and shipping method.

Question 33

What is your return policy?

Accepted Answer

30-day returns on items in new, uninstalled condition with original packaging. Custom orders, special orders, and sale items are generally not eligible. See our full Return Policy page for details.

Question 34

Who pays for return shipping?

Accepted Answer

The customer covers return shipping — unless the item arrived defective or was damaged in transit, in which case we cover it.

Question 35

How long does a refund take?

Accepted Answer

Once we receive and inspect the return, we issue the refund within 1–3 business days; your bank or card issuer may take another 7–14 business days to post it.

Question 36

Can I exchange an item?

Accepted Answer

Yes. We accept exchanges within 30 days of receipt, provided the item is in new, uninstalled condition with original packaging. Email customer service with your order number and the piece you'd like to exchange for, and we'll guide you through the process. Custom orders, special orders, and sale items are not eligible for exchange.

Question 37

I received the wrong item — what now?

Accepted Answer

Email us right away. We'll send the correct item out and provide a prepaid return label for the incorrect one.

Question 38

Can your products be customized?

Accepted Answer

Yes — we offer custom wires, custom sizes, and custom hanging chains . Contact us before placing your order so we can confirm feasibility and pricing.

Question 39

How do I request a custom quote?

Accepted Answer

Email customer service with the product you're interested in and a detailed description of your customization — include dimensions and any specifications. We'll reply with pricing and a lead time.

Question 40

What's the lead time for custom orders?

Accepted Answer

Longer than standard orders — the exact timing depends on the request. We'll give you a clear estimate with the quote.

Question 41

Should I hire a professional to install?

Accepted Answer

For any hardwired fixture, yes — a licensed electrician is strongly recommended. It ensures the install is safe, secure, and code-compliant. Improper installation is a hazard and voids the warranty.

Question 42

Is mounting hardware included?

Accepted Answer

Yes. Standard mounting hardware — bracket, screws, and wire nuts — is included with each fixture. Depending on your ceiling material, you may need additional anchors or specialty screws.

Question 43

A part is missing from my box.

Accepted Answer

Inspect your package on arrival. If anything's missing, contact us within 7 days of delivery with your order number and a description of the part — we'll ship the components right out.

Question 44

Can I install on a sloped ceiling?

Accepted Answer

Many of our fixtures are sloped-ceiling compatible — especially those with chains or swiveling canopies. Check the product specs, or contact us if you'd like us to confirm before you order.

Question 45

Are pendant heights adjustable?

Accepted Answer

Most pendants and chandeliers come with an adjustable cord or chain. The included length is generous; if you need extra length, just contact us about customization.

Question 46

My fixture isn't working after installation.

Accepted Answer

Have your electrician verify wiring and check that the breaker is on. Test the bulb in another lamp to confirm it's working. If the issue persists, get in touch and we'll help troubleshoot.

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