FAQ'S
FAQ — Lumen Haus
Can I customize the rod, cord, or chain length for high ceilings? Absolutely. We accommodate high-ceiling installations regularly. Share your ceiling height with us and our team will recommend the right configuration. Standard extended installations include up to 120" of rod, cord, or chain — and we can go longer. Reach us at info@lumenhausco.com before ordering to confirm specs.
What if my fixture arrives damaged? We stand behind every shipment. If any component arrives damaged due to shipping or a manufacturing defect, we'll send replacement parts at no charge. Simply send us photos or a short video documenting the issue and we'll take care of it promptly. Every order ships in reinforced packaging with a solid outer crate specifically designed to protect glass and crystal components.
What's your return and refund policy? If your fixture has a quality issue, you're covered — fully. We'll either send a replacement at no cost or issue a complete refund, your choice. Photo documentation is required to process the claim. For general returns (change of mind), please contact us before your order ships. Once a fixture is in transit, we're unable to cancel or redirect it.
Can I cancel or change my order? Yes, but timing matters. Contact us as soon as possible — changes and cancellations must be made before your order ships. You'll receive a shipping confirmation email the moment it leaves our facility. After that point, we're unable to make modifications. If your order has already shipped and you'd like to return it, reach out once it arrives and we'll walk you through the process.
I entered the wrong shipping address or email — can you fix it? Yes. Contact us right away and we can update your name, email address, or shipping address. We cannot modify the items in an existing order, so if you need a different product, you'd need to place a new order.
How long until I get tracking information? Once your order is processed, it's handed off to our logistics carrier within 1–3 business days. You'll receive tracking details by email as soon as it's available.
Any Other Questions? Reach us at info@lumenhausco.com — Mon–Fri, 9am–5pm CT.