Unfortunately, fragile items are sometimes damaged in shipping.
We ask that you report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damages in this time frame, we won't be able to file a claim with the carrier which means we can't accept responsibility for the damages.
Once you notify us that your product was damaged, Lumens will file a claim with the shipper. Claims typically take 8-10 business days to process. Please do not discard the damaged product or the packaging. Typically the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.
In most cases, we are able to order a replacement fixture at no cost to you as soon as the damaged one has been picked up. However, the outcome of the claim may result in a charge for the replacement item. Replacements are subject to availability.
If you receive a product that has broken glass or a dented shade and report it within 48 hours, we will provide replacement glass or shade at no additional charge. If you wish to return a product that was received with broken glass or a dented shade, the standard return policy will apply.
Lumens is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.
Please contact Customer Service if you have any questions.