HLF Customer Service
Call us Toll Free anytime during our normal business hours - excluding holidays - of 9am - 9pm Mon - Fri and Sundays from 11am until 7pm for professional assistance with your order or choices 1.888.523.1999. Please use the following links to read through our most common inquiries:
Advertise with Us
Placing Your Order
Shipping Matters
Delivery Times
Return Policy
Glass Choices
Product Measurements
Metal Choices
Electrical/Wattage
Coordinated Fixtures
Why returns will be declined
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Placing Your Order
- To place and order, please call us Toll Free. When you call, we will discuss your available Custom Options and discuss your home's setting where the lighting fixture(s) will be places. This will help us determine the appropriate measurements and other aspects in the design of your selection(s).
- Please be sure to read through our Return Policy before making any purchases. By making a purchase, you are accepting all terms and conditions set forth therein.
You can reach us Toll Free in the US and Canada at 1.888.523.1999.
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Shipping
- All of our items are shipped via Airborne Express Ground unless Air Service is requested. Please note there is an additional fee for shipment by Air Carrier.
- Inspect your package before signing for it. If you see any physical damage on the box, alert the driver.
- If you order is late, please call us so we may track your shipment with UPS. If your order is lost by the carrier, we must wait for reimbursement by UPS and we will then rebuild and resend your order.
- Loss of your shipment by the carrier is not grounds for cancellation of your order. Once we are reimbursed, your fixture(s) will be rebuilt and reshipped.
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Delivery Time
- Depending upon what you order and depending upon the customization of your choices, you can expect your delivery in an average of 4-6 weeks (excluding holidays). As you are placing your order, your salesperson will provide a more exact delivery time.
- If you order is late, please call us so we may track your shipment with UPS. If your order is lost by the carrier, we must wait for reimbursement by UPS and we will then rebuild and resend your order.
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Return Policy
Please understand that everything we produce is custom for your particular needs. For this reason, we do not stock any of our fixtures. Instead we go through the extra trouble of making sure your order is custom created to your exact specifications.
When ordering, we simply ask that you are certain that your measurements, glass, mounting plate and metal color choices are exactly what you want. We cannot, for obvious reasons, accept a return for cash for any our custom lighting products as we would only be able to use your fixture as salvaged for parts. If there is a problem or error with your order, we are happy to correct it and reship it to you at no charge - if it is, in fact, our fault which caused the problem.
Please follow these guidlines before purchasing:
- You have no more than three (3) business days from your Invoice Date to cancel your order
- Since your order is custom designed, we cannot accept a return simply because you've "changed your mind" or because you cannot figure out how to install your lights.
- Under certain extenuating circumstances, we may accept a return for cash and there will be a 15-25% restocking fee for all returns.
- All returns must be shipped in their original packaging with all pieces. Any missing pieces will be grounds for a deduction in the value of your original invoice amount, or refusal of acceptance of the returned item(s).
- Glass is not refundable. Since most of our glass shades are imported, it is impossible for us to offer a refund as our costs would be prohibitive. Under certain circumstances, we will allow an exchange for equal or greater value and you must cover all shipping costs.
- We allow 7 days after your receipt of your merchandise to accept your return for corrections or repair only. We will then reship the fixture(s) to you at no cost
- If you decide to return, you must first call us Toll Free at 1-888.523.1999 to obtain an Return Authorization Number which you must write plainly and clearly on your box. If a Return Authorization Number is not clearly marked on your box, it will not be accepted.
- Your products must not be installed. We have ways to detect if an installation has been done.
- Shipping costs are not refundable.
- Any damage to the fixture or glass - not present at the time of our shipping your order to you - will be noted and the value of your original invoice will be reduced in accordance with the extent of the damage.
- All returns must be shipped Fully Insured for the purchase price. This way if the item(s) is lost by the courier, reimbursement of the Invoice Amount will be issued.
- Any of our products that are created out of our normal specifications are never refundable for cash but, under certain curcumstances, may be exchanged for store credit. This includes all custom options applied to your fixture(s).
- We provide a free mounting kit with all orders. Your electrician will know how to install your light(s). If you cannot figure out how to install your light(s), we cannot accept a return as the your order was custom built to your specifications and we will only be able to salvage the fixture(s) for parts. We will do our best to explain the installation process to you, but it is in your best interest to have an electrician install your light(s).
- We are confident that the beauty and quality of our pieces will make you thoroughly satisfied and you will most likely never have to deal with a return.
Please see our Reasons for Return Refusal below.
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Glass Choices
- The prices that are reflected on each of our pictures are for the glasses pictured on the models shown.
- There are many Interchangeable Glass Choices which may be the same price or slightly more or less.
- Please do not hesitate to call one of our representatives for help in choosing the best glass suited for your item. Call us Toll Free for help with Glass Choices 1-888.523.1999
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Product Measurements
- All of our Hanging Fixtures are special because they do not have any hanging chains. You will not see electrical cables going into your ceiling. Instead we use Direct Mounted Stems, whose length we will suggest, for the original look of the Turn-of-the-Century Lighting fixtures.
- Many of our fixtures show hanging measurements. You can request custom hanging lengths which will be discussed with you at the time of purchase.
- If you choose not to take our recommended measurement, we will custom design the hanging stem to your specifications.
- If you feel you have made a mistake in the measurement you told us, and we have already shipped your fixture(s), there will be a charge for a new stem and the return shipping. (Please listen to what we tell you - we know what we are doing).
- All of our products on this website can be modified for measurements in many different ways in width, length and projection and most can accept many of our mounting plates and most of our glass choices by using a different glass holder or fitter..
- Please speak to one of our representatives for help in this area. Call Toll Free 1.888.523.1999.
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Metal Choices
- Any of our products can be made in any of the metals we offer including a combination of metals.
- Polished Brass: Our Polished Brass is a full polish of solid brass. It is also lacquered for durability. Upon request, your item may be unlaquered.
- Antique Brass: Our antique Brass is more of an older look finish which is not as shiny and appears to have aged over time. It is also lacquered to keep it at that state.
- Pewter: Our Pewter is an older Gun Metal or Nickel look that is not to dark and not too shiny (like chrome) and it is also lacquered for durability. It is a medium Silver Tone.
- Metal Combinations: Throughout our website, you will see different models displayed in combinations of our metal choices. If you are considering a combination, please speak to one of our representatives. Many of our designs have a very beautiful natural mixing pattern. Some of our designs do not. Please listen to our opinions on this matter for your full satisfaction.
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Electrical Wattage Capacities
- All of our electrical components are UL™ Approved. They are absolutely the finest components for the money.
- On each of our photographs, you will see suggested wattage which we call Lamping. For all of our lighting products which use fabric shades, we suggest no more than 60 Watts so as not to damage the fabric with excessive heat. Not that the electrical component can't handle more, but we do not want to damage the fabric. All of our fabric shades are made using flame retardant materials.
- All of our Lamping suggestions on all the fixtures containing glass shades are not suggested due to electrical capacity, but for the height of the light bulb. Alot of the lamping suggestions that stay at 60W are due to the type of glass holder that the pictures shows. We do not want the top of the bulb to stick out through the top of the glass. We can change the physical shape of all of our glass holders so that 100W bulbs can be used if you so request.
- Please call one of our representatives Toll Free at 1-888.523.1999.
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Coordinated Fixtures
- We can suggest to you the right piece if you only need one item, or we can coordinate an entire house worth of our items. We do this frequently with Architects and Interior Designers. Creating a flow or "theme" in your home is one of our specialties. Please do not hesitate to call us Toll Free to speak to one of our lighting designers who can help coordinate a theme in your home.
- There is no charge for our decorating services or suggestions.
- Please call one of our representatives Toll Free at 1-888.523.1999.
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Why Returns are Declined
Please understand that everything we deliver is custom. This means that we do not stock the finished products that make up your order(s). We order the parts for each individual order and we must customize them to fulfill your custom requests. For this reason, we cannot accept returns for cash - especially if:
- The fixture has been installed and electricity has already passed through. We have ways of detection.
- The fixture has been shipped within the appropriate time frame - normally 4-6 weeks unless other arrangements have been agreed to by the customer and Home Lighting Fixtures.
- The customer chooses not to accept delivery because they've simply changed their minds.
- Should we choose to accept your return, we must then disassemble your fixture and salvage the parts. Since this requires labor and the parts will not return to the original condition they were in when we received them, we must charge a 15-25% fee on ALL returns without exception.
- Shipping is not refundable.
- Any orders that are returned must meet our rules disclosed within our Return Policy above.
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For Comments or Questions, do not hesitate to call one of our Representatives Toll Free at 1.888.523.1999.
Thank you for visiting Home Lighting Fixtures. |
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