Everything you
need to know.
A complete guide to ordering, shipping, warranty, installation, and customization at Radilum — answered in plain language by the team that handles every order.
Quick reference
Can't find your answer below? Email support@radilum.com and a real human from our customer care team will respond within 24–48 hours. Every order is backed by our 1-year limited warranty and 30-day return policy.
Safety & Warranty.
01Are you a US company?
Yes. Radilum is legally registered in the United States, with a showroom and warehouse on US soil so we can serve customers efficiently from origin to doorstep.
02Is it safe to purchase from your website?
Purchases on our website are protected by SSL encryption, secure payment gateways, and the chargeback rights provided by your credit-card issuer.
03Are your light fixtures safe to install?
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.
04What does your warranty cover?
1-year limited warranty on every product, covering defects in materials and workmanship.
Not covered: damage from improper installation, misuse, accidents, exposure to harsh weather, or normal wear and tear. Non-integrated bulbs and third-party installation costs are also excluded.
05What if a part is missing or broken?
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.
06Will it work with my electrical system?
All fixtures are designed for standard residential systems (110V–220V). If you have a non-standard setup, please consult an electrician before ordering.
07Are your fixtures rated for damp or wet locations?
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.
08How do I reach customer service?
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.
Product Information.
09What kind of bulbs do your fixtures use?
Most fixtures accept LED, incandescent, or CFL bulbs. Each product page lists the required base — E26, E12, G9, etc. — and the maximum wattage.
10Do bulbs come with the fixture?
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.
11Are the finishes durable?
Yes. We use durable finishing processes that resist chipping and fading over time, and every finish is inspected before the piece leaves our factory.
12How do I clean and maintain my fixture?
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.
13What's the difference between industrial and farmhouse style?
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.
14What if the color looks different in person?
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.
15How do I pick the right size?
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.
16Can I use a dimmer switch?
Most fixtures are dimmer-compatible — provided you use dimmable bulbs. The product page will note any specific dimmer requirements.
Ordering & Payment.
17What payment methods do you accept?
All major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and other secure payment options at checkout.
18Is my payment information secure?
Yes. The site uses SSL encryption end to end, and your payment and personal information stay protected throughout the checkout process.
19Can I cancel or change my order?
Yes — within 24 hours of placing it. We begin processing quickly, so the sooner you contact us the better.
20Do you charge sales tax?
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.
21How do I use a discount code?
Enter your code in the discount field on the checkout page — the price will adjust automatically.
22Do you have a physical store?
Radilum is a direct-to-consumer brand — all sales are online, with our own manufacturing atelier behind every fixture.
23My payment was declined — what now?
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.
24Do you offer trade discounts?
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.
25How do I confirm my order went through?
You'll receive an order confirmation email. If it doesn't arrive within a few hours, check your spam folder before getting in touch.
Shipping & Delivery.
26What shipping options do you offer?
Standard: 4–6 weeks. Expedited: 1–3 weeks. The exact cost and timing depend on your location and method.
27How much does shipping cost?
Calculated at checkout based on the size, weight, and destination of your order. We run free shipping promotions throughout the year — check the homepage for current offers.
28How do I track my order?
Once your order ships, we'll email you a tracking number you can follow on the carrier's site.
29Do you ship internationally?
Yes — worldwide. Costs and timing are calculated at checkout. Customs duties, taxes, and import fees in the destination country are the customer's responsibility.
30What if my package is lost or stolen?
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.
31My order arrived damaged. What should I do?
Take photos of both the packaging and the product, then email customer service immediately. We'll arrange a replacement or a full refund.
32Can I change my shipping address?
If the order hasn't shipped yet, yes — just contact us as soon as possible and we'll update it.
33Which carriers do you use?
Primarily China Postal Airlines, EMS, UPS, FedEx, and DHL — selected based on your destination and shipping method.
Returns & Exchanges.
34What is your return policy?
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.
35Who pays for return shipping?
The customer covers return shipping — unless the item arrived defective or was damaged in transit, in which case we cover it.
36How long does a refund take?
Once we receive and inspect the return, allow 5–7 business days for the refund to appear on your original payment method.
37Can I exchange an item?
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.
38I received the wrong item — what now?
Email us right away. We'll send the correct item out and provide a prepaid return label for the incorrect one.
Customization & Installation.
39Can your products be customized?
Yes — we offer custom wires, custom sizes, and custom hanging chains. Contact us before placing your order so we can confirm feasibility and pricing.
40How do I request a custom quote?
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.
41What's the lead time for custom orders?
Longer than standard orders — the exact timing depends on the request. We'll give you a clear estimate with the quote.
42Should I hire a professional to install?
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.
43Is mounting hardware included?
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.
44A part is missing from my box.
Inspect your package on arrival. If anything's missing, contact us within 48 hours with your order number and a description of the part — we'll ship the components right out.
45Can I install on a sloped ceiling?
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.
46Are pendant heights adjustable?
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.
47My fixture isn't working after installation.
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.
Still have questions?
We're here to help.
Our customer care team replies to every inquiry within 24–48 hours. Reach out by email or through the contact form — we'd love to hear from you.