Customer Service
Effective 1/23/2013
Toll-Free Customer Service Hours
6 to 6 Pacific Monday - Friday
7 to 4 Pacific Saturday
Telephone: 877.445.4486
When Credit Cards Are Charged
If you are paying by credit card using the Lumens checkout or Google Checkout, your credit card will not be charged until your order ships. If you are paying with Paypal, your payment will be taken at the time you place the order by whatever method you chose in your PayPal account. Please refer to your Paypal Terms and Conditions for more information.
Shipping Costs and Policies
Continental US
Lumens offers free UPS or FedEx ground shipping for most orders over $50 within the 48 contiguous United States. Large or oversized items may be shipped via freight carrier. We charge $4.95 shipping for orders under $25 and $10 for orders between $25 and $50.
Free shipping does not apply to selected manufacturers, sale items, and oversized or special order items. When applicable, these charges will be noted on the product page.
Hawaii & Alaska
Lumens offers discounted UPS or FedEx standard shipping for customers in Hawaii & Alaska. Shipping charges are computed at checkout based on the total value of your order with a $24 minimum charge.
Canada
Lumens offers discounted UPS or FedEx ground shipping for our customers in Canada. Shipping charges are computed at checkout based on the total value of your order with an $18 minimum charge. Customer will be responsible for all brokerage fees, and customs duties.
Expedited Shipping
Expedited shipping is available for many items. When you select expedited shipping, an estimated shipping charge is computed at product checkout. If we are unable to meet your expedited shipping request or the actual costs of expedited shipping vary from our estimate, we will contact you directly. Please keep in mind that many lighting products are custom made or built to order and have associated lead times. In such cases, expedited shipping will be from the date the product is available to ship. Refer to the product page for standard lead times on each product. Estimated ship dates will be sent to you by email after your order has been processed - usually within 2 business days. Once your product is available, the selected shipping method will be used. When calculating your arrival date, note that shipments and deliveries are on weekdays only.
Other International Orders (excluding Canada)
Lumens.com has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. All inquiries should be directed to International Checkout at support@InternationalCheckout.com. International Checkout's customer service centers are open from 8 AM to 6 PM Pacific time and callers can reach them by dialing the following numbers:
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USA and Canada: +1866.6820641
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USA Phone: +001.310.601.8196
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UK Phone: +44.20.8133.2436
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Australia Phone : +61.28003.4685
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Denmark Phone : +45.369.50312
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Sweden Phone : +46.4069.35779
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Hong Kong Phone : +852.8175.6057
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Japan Phone : +81.50553.46826
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Finland Phone : +358.(02)3619.0437
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Brazil Phone : +55.(11)3717.5368
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Dominican Republic Phone : +1809.202.3017
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Ireland Phone : +01 443 3715
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Mexico Phone : +55 8421 8266
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New Zealand Phone : +09 889 0408
They also can be reached via email at support@InternationalCheckout.com.
Returns
For most products on our website, if you don't like it, you may return it within 30 days for a refund.
We deduct the cost of the return shipping from the credit amount. In other words, you are responsible for the return shipping cost of any item you return.
Your refund credit will be issued after the item has been returned and inspected.
Any shipping fees paid on the original order will not be refunded.
EXCEPTIONS - We cannot accept returns of:
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Installed products
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Unwrapped crystals
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Products that are not in the original condition and packaging
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Opened or washed bedding or other linens
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Special order products and custom or fabricated-to-order products
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Large orders of the same product (6 or more)
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Lumens Annex items, Clearance merchandise, light bulbs or lampshades
Before ordering large quantities or special order or custom products we encourage you to ask for as much information as you need - including swatches, finish samples etc.
Note that a request to return items totaling more than $5,000 may incur restocking fees. We reserve the right to apply refunds in the form of a store credit in certain circumstances.
Returns Processing
Contact Customer Service by phone or email to request a return authorization.
Once your return request has been authorized, Lumens will forward pre-paid shipping labels by email. Simply print, attach to the box and drop off at your local UPS store.
You will have 10 days from the date you receive your return shipping label to drop the product off at UPS. Lumens will not be responsible for issuing a refund for items that are not returned within the 10 days or if a product is returned without a valid Return Authorization Number.
Your refund will be issued within 30 days of your product being received and inspected.
Please be sure to pack the product properly when returning any item. We cannot provide a refund for any product received in damaged condition. In such a case, we will file a claim with the shipping carrier. In the event that the claim is denied due to poor packaging, we will not provide a refund. We will hold your product for 30 days, after which the product will be destroyed. If it is determined that the shipping carrier was responsible for the damage, your refund will be processed.
Lumens is not responsible for reimbursement of any labor costs or project delays that may occur due to the need to return an item.
Damaged Goods
Any product that is received damaged must be reported within 48 hours of receipt. Lumens will not accept responsibility for any damages not reported within this timeframe. Upon receiving notification that your product is 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 until you receive instruction from Lumens. After the claims process has been completed, Lumens will send a replacement fixture at no cost to you. Failure to follow this procedure may result in a charge for the free replacement item.
Products received with broken glass or dented shades are not considered defective. In such a case, we will provide replacement glass or shades at no additional charge. Should you wish to return a product that was received with broken glass or a dented shade, the standard return policy above will apply.
Defective Goods
Any product defects must be reported within 30 days of you receiving your order. After 30 days, Lumens will make every attempt to repair and/or replace your product. If you find your product to be defective, please contact Customer Service to coordinate repair and/or replacement. Please allow 3-5 business days to receive a Repair/Return Authorization. Lumens will be responsible for return shipping and the shipping of the replacement product and will send you return instructions accordingly. Please do not discard the defective product until you receive instructions from Lumens. Failure to return the defective product may result in a charge for the free replacement item. In addition, returned items that are found to be in working condition may not be eligible for a refund or may be subject to a restocking fee.
Cancelled Orders
You may cancel an order that has not been shipped unless it is a special order or customized product. Any cancellation fees imposed by the manufacturer will be your responsibility and will be deducted from any refund. Cancellation requests may take several days for processing and you will be sent an email upon confirmation. If an order ships prior to confirmation, you will be asked to submit a Return Authorization Request once you receive the item and a refund will be issued following the Returned Goods Process outlined above.
Lumens Low-price Guarantee
In addition to our incredible specials and price promotions, Lumens is committed to offering you the lowest possible price on every product we sell, every day of the year. If you ever find the exact same product advertised for less anywhere, within 30 days of your Lumens purchase, please let us know and we will happily match that price including shipping and handling. We may require some form of verification of the offer and it must be made by an authorized dealer of the product and it must be a stock item. The Low-price Guarantee excludes clearance, closeout and returned items. Other restrictions may apply, but why not ask? For more information please call us at 877-445-4486 or send an email to CustomerService@Lumens.com
Pricing or Product Description Discrepancies
Lumens makes every effort to assure the accuracy of the pricing and product information on our website. From time to time, pricing or product information may be inaccurate. In such cases, we reserve the right to cancel your order. A complete refund will be made for any items that have not yet been shipped. In the event of inaccurate product information, our sole responsibility will be to accept the product return and provide a customer refund.
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