FAQ
Have questions? We have answers.
Safety and Warranty
If you still have questions, you can contact customer service for more detailed answers.
1. Are you a US company?
1. Are you a US company?
Yes, we are a legally registered company in the United States. We have a showroom and warehouse located in the US, ensuring we can serve our customers efficiently.
2. Is it safe to purchase from your website?
2. Is it safe to purchase from your website?
"Purchasing products from our website is generally risk-free because customers purchase with a credit card." Our site is secured with SSL encryption, and all transactions are processed through secure payment gateways. If there is a problem with a product, you can request a chargeback through your bank within 180 days.
3. Are your light fixtures safe?
3. Are your light fixtures safe?
Yes, all of our light fixtures are UL listed, meaning they have been tested and meet the safety standards required for use in the United States. We recommend professional installation to ensure proper and safe setup.
4. What is your warranty policy?
4. What is your warranty policy?
We offer a 1-year limited warranty on all our products, covering defects in materials and workmanship. This does not cover damage caused by improper installation, misuse, or normal wear and tear.
5. What happens if a part is missing or broken?
5. What happens if a part is missing or broken?
Please contact our customer service team immediately. We will ship a replacement part to you as quickly as possible at no additional charge.
6. How do I know if the light fixture is suitable for my electrical system?
6. How do I know if the light fixture is suitable for my electrical system?
All our fixtures are designed to work with standard residential electrical systems (110V-220V). If you have a different system, please consult with an electrician before purchasing.
7. Are your fixtures rated for damp or wet locations?
7. Are your fixtures rated for damp or wet locations?
Each product description specifies its location rating (e.g., dry, damp, or wet). Please ensure the fixture you purchase is suitable for your intended location, such as a bathroom or covered porch.
8. Do your products come with a fire hazard warning?
8. Do your products come with a fire hazard warning?
Our products are UL listed and safe when installed correctly. However, as with all electrical devices, misuse or improper installation can create a fire hazard. Always follow the installation instructions and consult a professional electrician.
9. What is NOT covered by the warranty?
9. What is NOT covered by the warranty?
The warranty does not cover damage from improper installation, misuse, accidents, exposure to harsh weather, or normal wear and tear. It also does not cover non-integrated light bulbs or any third-party installation costs.
10. How can I contact customer service?
10. How can I contact customer service?
You can reach our friendly customer service team via email at support@Radilum.com or through the contact form on our website. We aim to respond to all inquiries within 24-48 hours.
Product Information
Contact customer service: support@Radilum.com
11. What kind of bulbs do your fixtures use?
11. What kind of bulbs do your fixtures use?
Our fixtures are compatible with a variety of bulb types, including LED, incandescent, and CFL. The product description will specify the required bulb base (e.g., E26, E12, G9) and maximum wattage.
12. Do you sell light bulbs as well?
12. Do you sell light bulbs as well?
We do not typically sell bulbs with our fixtures unless specified in the product description. This allows you to choose the bulb type and color temperature that best suits your needs.
13. Are the finishes on your fixtures durable?
13. Are the finishes on your fixtures durable?
Yes, our finishes are applied using durable processes to ensure they resist chipping and fading over time.
14. How do I clean and maintain my light fixture?
14. How do I clean and maintain my light fixture?
Use a soft, dry cloth to gently dust the fixture. For more stubborn dirt, a slightly damp cloth can be used. Avoid using harsh chemicals or abrasive cleaners, as they may damage the finish.
15. What is the difference between industrial and farmhouse style?
15. What is the difference between industrial and farmhouse style?
Industrial style often features raw materials, exposed mechanisms, and a utilitarian feel, while farmhouse style is characterized by a more rustic, cozy, and often weathered look with a focus on natural elements.
16. What if the color or finish looks different in person than on the website?
16. What if the color or finish looks different in person than on the website?
Due to variations in screen settings and lighting, the color of our products may appear slightly different in person. We strive to provide accurate photos and descriptions.
17. How do I know what size fixture I need for my space?
17. How do I know what size fixture I need for my space?
We provide detailed dimensions for each fixture. We recommend measuring your space and considering the size of your furniture to ensure the fixture is proportionate and provides adequate light.
18. Can I use a dimmer switch with your lights?
18. Can I use a dimmer switch with your lights?
Most of our fixtures are compatible with dimmer switches, provided you use dimmable bulbs. Please check the product description for specific details.
Ordering and Payment
Contact customer service: support@Radilum.com
19. What payment methods do you accept?
19. What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and other secure payment options.
20. Is my payment information secure?
20. Is my payment information secure?
Yes, our website uses SSL encryption to ensure your payment and personal information is protected and secure.
21. Can I cancel or modify my order after it has been placed?
21. Can I cancel or modify my order after it has been placed?
You can cancel or modify your order within 24 hours of placing it. Please contact us as soon as possible, as we begin processing orders promptly.
22. Do you charge sales tax?
22. Do you charge sales tax?
Sales tax is charged on orders shipped to states where we have a legal obligation to do so. The amount will be calculated at checkout based on your shipping address.
23. How do I use a discount code?
23. How do I use a discount code?
You can enter your discount code at the checkout page in the designated field.
24. Do you have a physical store I can visit?
24. Do you have a physical store I can visit?
Currently, we are an online-only store, which allows us to offer a wider selection and competitive pricing.
25. What should I do if my payment is declined?
25. What should I do if my payment is declined?
Please double-check your payment information, including the card number, expiration date, and security code. If the issue persists, contact your bank or credit card company.
26. Do you offer trade discounts for professionals?
26. Do you offer trade discounts for professionals?
Yes, we value our relationships with interior designers, architects, and contractors. We offer a trade program with exclusive discounts. Please visit our "Trade Program" page for more information and to apply.
27. How do I know my order was placed successfully?
27. How do I know my order was placed successfully?
After placing your order, you will receive an order confirmation email. If you do not receive this email within a few hours, please check your spam folder before contacting us.
Shipping and Delivery
Contact customer service: support@Radilum.com
28. What are your shipping options?
28. What are your shipping options?
We offer standard shipping (4-6 weeks) and expedited shipping (1-3 weeks). The cost and delivery time vary based on your location and the selected method.
29. How much does shipping cost?
29. How much does shipping cost?
Shipping costs are calculated at checkout based on the size and weight of your order and your location. We often run free shipping promotions, so please check our website for the latest offers.
30. How can I track my order?
30. How can I track my order?
Once your order ships, you will receive an email with a tracking number. You can use this number to track your package on the carrier's website.
31. Do you ship internationally?
31. Do you ship internationally?
Yes, we ship worldwide. International shipping costs and times are calculated at checkout. Customers are responsible for any applicable customs duties, taxes, or import fees levied by their country.
32. What if my package is lost or stolen?
32. What if my package is lost or stolen?
If your tracking information indicates the package was delivered but you have not received it, please check with neighbors and your local post office. If you still cannot locate it, please contact our customer service team, and we will assist you in filing a claim.
33. What should I do if my order arrives damaged?
33. What should I do if my order arrives damaged?
Please take photos of the damaged packaging and product and contact our customer service team immediately. We will arrange for a replacement or a full refund.
34. Can I change my shipping address after placing an order?
34. Can I change my shipping address after placing an order?
Please contact us as soon as possible. If the order has not yet been shipped, we can update the address.
35. What carrier do you use for shipping?
35. What carrier do you use for shipping?
We primarily use China Postal Airlines, EMS, UPS, FedEx or DHL to ship items.
Returns and Exchanges
Contact customer service: support@Radilum.com
36. What is your return policy?
36. What is your return policy?
We offer a 30-day return policy for unused and undamaged items in their original packaging.
37. What is your return policy?
37. What is your return policy?
We have a 30-day return policy for items in new, uninstalled condition and in their original packaging. Custom orders, special orders, and sale items are generally not eligible for returns. Please visit our official Return Policy page for full details.
38. Who pays for return shipping?
38. Who pays for return shipping?
Customers are responsible for return shipping costs unless the item is defective or was damaged in transit.
39. How long does a refund take?
39. How long does a refund take?
Once we receive and inspect the returned item, we will process your refund. Please allow 5-7 business days for the refund to appear on your original payment method.
40. Can I exchange an item?
40. Can I exchange an item?
We do not offer direct exchanges. If you wish to exchange an item, please return the original product for a refund and place a new order for the desired item.
41. What if I receive the wrong item?
41. What if I receive the wrong item?
Please contact our customer service team immediately. We will arrange for the correct item to be shipped to you and provide a prepaid label for the return of the incorrect item.
Customization & Installation
Contact customer service: support@Radilum.com
42. Can your products be customized?
42. Can your products be customized?
"We offer custom wires, custom sizes, and custom hanging chains." Please contact us with your specific requirements before placing an order to confirm feasibility and pricing.
43. How do I request a quote for a custom order?
43. How do I request a quote for a custom order?
Email our customer service team with the product you're interested in and a detailed description of your customization needs. Include any relevant dimensions or specifications. We will get back to you with a quote and lead time.
44. What is the lead time for custom orders?
44. What is the lead time for custom orders?
Lead time for custom orders is typically longer than standard orders and varies depending on the complexity of the request. We will provide an estimated timeline with your quote.
45. Should I hire a professional for installation?
45. Should I hire a professional for installation?
For any hardwired fixtures, we strongly recommend hiring a licensed electrician. This ensures the installation is safe, secure, and compliant with local building codes. Improper installation is a safety hazard and will void the warranty.
46. Is installation hardware included?
46. Is installation hardware included?
Yes, our fixtures come with the standard hardware required for installation, such as a mounting bracket, screws, and wire nuts. However, you may need additional tools or specific screws depending on your ceiling material.
47. I'm missing a part from the box. What should I do?
47. I'm missing a part from the box. What should I do?
Please inspect your package contents upon arrival. If you find any parts are missing, contact us within 48 hours with your order number and a description of the missing part. We will ship the necessary components to you as quickly as possible.
48. Can I install a fixture on a sloped ceiling?
48. Can I install a fixture on a sloped ceiling?
Some fixtures are compatible with sloped ceilings. Check the product specifications for this note. Fixtures with chains or swiveling canopies are often suitable. If you are unsure, please contact us for confirmation.
49. Are your pendant lights height-adjustable?
49. Are your pendant lights height-adjustable?
Most of our pendant lights and chandeliers come with an adjustable cord or chain. The provided length is typically generous, but if you need an extra-long cord, please contact us about customization.
50. My fixture isn't working after installation. What should I do?
50. My fixture isn't working after installation. What should I do?
First, please have your electrician double-check all wiring and ensure the circuit breaker is on. Test the light bulb in another lamp to ensure it's functional. If these steps don't resolve the issue, contact our customer service for troubleshooting assistance.