Customer Service
Effective 3/8/2010
Toll-Free Customer Service Hours
6 to 6 Pacific Monday - Friday
7 to 4 Pacific Saturday
Telephone: 877.445.4486
Shipping Costs
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 - $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.
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:
- USA and Canada: +1866.6820641
- USA Phone: +001.310.601.8196
- UK Phone: +44.20.8133.2436
- Australia Phone : +61.28003.4685
- Denmark Phone : +45.369.50312
- Sweden Phone : +46.4069.35779
- Hong Kong Phone : +852.8175.6057
- Japan Phone : +81.50553.46826
- Finland Phone : +358.(02)3619.0437
- Brazil Phone : +55.(11)3717.5368
- Dominican Republic Phone : +1809.202.3017
- Ireland Phone : +01 443 3715
- Mexico Phone : +55 8421 8266
- New Zealand Phone : +09 889 0408
They also can be reached via email at support@InternationalCheckout.com.
Return and Refund Policy: Guaranteed Satisfaction, No Restocking Fees, No Hassles
Lumens return policy is simple. For most products on our website, if you don't like it, send it back within 30 days for a refund. Hopefully we can find something you like better! No restocking fees, no hassle. We are committed to complete satisfaction with the products we sell.
Exceptions
- We cannot accept returns of installed products, unwrapped crystals, special order products, and custom or fabricated-to-order products. We encourage you to ask for as much information as you need when ordering special order or custom products including swatches, finish samples etc. We identify custom and special order products clearly on the product page.
- We cannot accept returns of large orders of the same product. (We define large orders as 6 or more of the same product). If you are ordering a large quantity of an item, we encourage you to order a sample first to make sure it's what you need.
- For Lumens Annex items, all sales are final. No returns, refunds or exchanges.
- We do not accept returns of clearance merchandise, light bulbs or lampshades.
- Returning items totaling more than $5000 may incur restocking fees.
- We do not accept returns for international orders, Canada being the one exception.
Process
Please note that before returning any product, you must request a Returned Goods Authorization. We must receive your return request within 30 days of receipt of your order. After you've submitted your Returned Goods Authorization request, please allow 3-5 business days to receive your Return Authorization Number.
Once you've received your Return Authorization Number, Lumens will issue and email to you a pre-paid shipping label. Simply print the label, attach it to the box, and drop it 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. If your product is not shipped within 10 days, the labels will expire and no refund will be given. In addition, returning a product without a Return Authorization Number will cause delays and may also be subject to a restocking fee.
Your return must be in its original packaging, in new condition and suitable for resale. Please note that we do not accept returns of installed product. If your product has been installed, no refund will be given.
Once your product has been received and inspected, you'll receive a refund within 30 days. We deduct a minimum of $15 or the cost of any free shipping that was applied to your original order (whichever is greater), the cost of the return shipping, and we will not credit any expedited shipping charges that were requested on the original order.
When returning any item, please be sure to pack the product properly. We recommend that you purchase shipping insurance. We cannot provide a refund for any product received in our warehouse in damaged condition. In such a case, you must file a claim with the shipping company and advise us as what to do with the damaged product. We will hold your product for 30 days, after which the product will be destroyed.
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. All cancellations must be confirmed in writing or email by our returns department.
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.
Privacy
Lumens Light + Living is committed to protecting the privacy of our customers and using customer information responsibly. Your e-mail address is used only when we are confirming your order or notifying you of additions, updates or news concerning our website. Lumens does not make your e-mail address available to any other companies. All transactions at our site are handled with the industry - standard Secure Sockets Layer (SSL) encryption. When you enter your credit card number and personal information into the order form it is transmitted in an encrypted manner and decoded when it is submitted to our bank processor. This provides the most secure shopping environment for our valued customers at all times.
