Following are answers to Frequently Asked Questions by our Customers
If you have any questions, please feel free to contact us at: 0800-781-7461 |
- Do you have Money Back Guarantee?
- How do I order Chandeliers from your company?
- Are there any additional charges?
- Will I receive a VAT Invoice?
- I am building my house, when should I place my order?
- Which Payment Methods do you accept?
- Does your chandeliers have any Warranty?
- Can I customize my chandelier?
- What size of a chandelier do I need?
- When will I get my chandelier after placing my order?
- How are they shipped?
- Is Assembly Required?
- What if my chandelier gets damaged during shipping?
- Do I need an Electrician to install my chandelier?
- How do I clean my chandelier?
- Do you sell to the trade?
- Where are your chandeliers manufactured?
- Do you have a showroom?
- What kind of crystal do you use?
- What is Alabaster?
- Do you do commercial and hospitality projects?
- Are you a member of Better Business Bureau?
- Are your products U. L. Listed?
- Do you have a catalog that I can request?
- What type of light bulbs can I use?
- Can I cancel my order?
- Can I have my chandelier wired to meet my country's electrical standards?
- Do you ship outside the UK?
- Is shipping costs included in your prices?
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| Which Payment Methods do you accept?
We accept all major credit cards, checks, money orders and wire transfers. In terms of payments by check, we will need to wait for the check to clear our bank account before we can ship your chandelier. When you place your order, we require a 50% deposit to start preparing your order. The balance is due when we ship your order.
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How do I order Chandeliers from your company?
The best way to order is through our toll free phone number. Please call our UK office at: 0800-781-7461 and we will take your order over the phone and answer any additional questions you might have. If you wish you can also order through our secure online order form which you can access through the "Buy" button located on the product info page . If you are ordering from outside the USA please contact one of our overseas offices or fill in our order form .
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I am building my house, when should I place my order?
We recommend to order your chandelier as early as possible if you have decided which models you like if you are working with a deadline. We do our best to deliver your chandeliers within the lead time, but sometimes we have delays due to our suppliers or shipping companies which are out of our control. If your order is ready before your house is finished, we can hold it for you until you are ready which will guarantee that you will receive it on time.
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Do you have Money Back Guarantee?
We would like to assure you that our chandeliers are made from top quality materials and workmanship and we are 100% sure that you will be totally satisfied with your purchase. To prove our confidence in our products, we are offering you 30 days Money Back Guarantee.
If you are not 100% satisfied with our quality, just return it within 30 days and we will refund your money.
This warranty does not apply towards Custom Made chandeliers due to the fact that they are made especially for you according to your specifications in size, finish etc. and chandeliers 48" or more in width, unless they are defective in which case we will replace them free of charge.
Orders that has 3 or more of the same item is not included in this warranty. If you need to order in quantities, please order a sample first and then order the rest if you like the sample. There is a 15% fee to cover the original shipping costs on returned items. All returns must be shipped freight prepaid and have a written RGA (Returned Goods Authorization) number which you can get by contacting us.
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Are there any additional charges?
The prices on our UK website includes all the costs including delivery to your door, duties and taxes and VAT. Installation of the chandelier is not included in our prices.
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Will I receive a VAT Invoice?
When we ship your chandeliers, we pass them through the UK Customs, pay duties, taxes and VAT. Since we are not registered for VAT in UK, we can not give you a VAT Invoice. If you need the chandeliers for your business, we can send them as a seperate shipment to London where you can clear the customs, pay duties and taxes and VAT which you can reclaim from the UK Government. Please contact our UK Office for more information.
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Do your chandeliers have any Warranty?
We would like to assure you that our chandeliers are made from top quality materials and workmanship and we are 100% sure that you will be totally satisfied with your purchase. To prove our confidence in our products, we are offering a 10 year warranty with all of our chandeliers against tarnishing and factory defects. If any parts of our chandeliers show defects or tarnishes during this period of time, we will repair or replace the chandelier free of charge.
When cleaning your chandeliers, please use a dry or damp cloth. Do not use any cleaning solutions that contains alcohol or ammonia which destroys the protective finish on the chandelier and causes them to tarnish. Use of these solutions voids our warranty
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Can I customize my chandelier?
Since we have our own factory, one of our biggest advantages over our competitors is the fact that we can customize almost all of our models according to your specifications. We can change the finish, size, or the number of lights. These capabilities are sometime needed when selecting that perfect fixture for your project. For example, If you see a chandelier that you like, but prefer a different finish, just pick a model that has the finish you like form our Catalog or Web site and we will apply that finish for you.
Please remember that Custom Made chandeliers are not covered under our 30 Days Money Back Guarantee.
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What size of a chandelier do I need?
The size of the chandelier does depends on the style as well as the location it will be hanging. The width, length, and height of the location play an important roll when determining the proportional size for the fixture. Other variables such as table size for dining rooms or window sizes for foyers also help when determining the size. Please give us a call and we will be glad to assist you in determining a proper size for your chandelier.
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When will I get my chandelier after placing my order?
It depends on the chandelier style and whether if we have it in stock or not. If it is not a crystal chandelier and if we have it in stock, we can ship your order in a few days. If it is a crystal chandelier and if we have it in stock, we need to make the crystal strands for it which takes about one week to 10 days and then we can ship your chandelier. If we do not have it in stock, we need to get it from our factory in Spain which takes about 6 to 8 weeks depending on the style of the chandelier. We do our best to ship your chandelier within the lead time but some times there are delays due to parts not arriving on time to our factory from the suppliers which we have no control. If you are working on a project or have a closing date for your house, we would recommend ordering your chandelier as early as possible. When your chandelier is ready to be shipped we will call you to verify your shipping address and let you know that your order will be shipped on a certain date. Once we ship your order, we will contact you and give you the tracking number for you to follow up on.
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How are they shipped?
We take the utmost care to ship your chandeliers as safely as possible. We wrap your chandeliers with protective packaging and use protective cushions so that when they arrive to you, they will be in perfect condition. We insure all of our chandeliers against damage. If damage occurs during shipping, we will send you either the replacement part or the complete chandelier as soon as possible without any charge.
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Is Assembly Required?
We try to ship your chandeliers as complete as possible to give you the least amount of work to be done. If your chandelier is small and not very fragile, we ship it completely assembled. If it is a large chandelier or a fragile chandelier like the Traditional styles, we have to ship it in a few parts for safe transportation. The assembly of the chandeliers is very easy and and will come with easy to follow instructions. If it is a crystal chandelier, the crystal strands will be prepared and ready to hang on the chandelier. The instructions sheet shows where to hang each crystal string on the chandelier. If you have any questions during the assembly, you can always give us a call for assistance. Following are links to sample instruction sheets to give you an idea.
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What if my chandelier gets damaged during shipping?
We take the utmost care when packaging your chandelier and we ship them insured against any damage. If your chandelier gets damaged during shipping, we will either send you the replacement part or the complete chandelier free of charge as soon as possible.
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Do I need an Electrician to install my chandelier?
Our chandeliers come with easy to follow instructions and the electrical installation is similar to installing any other lighting fixture or ceiling fan. We do recommend an Electrician to do the electrical installation. Some of our customers hire an electrician to install the frame of the chandelier on their ceiling and then dress the crystals themselves.
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How do I clean my chandelier?
If your chandelier does not have a lot of crystals, we recommend a soft damp cloth without any solvents to clean your chandelier. If you have a chandelier with many crystals, we would recommend a chandelier cleaner like "Sparkle Plenty" which is sold in Hardware or Lighting Stores. To use a spray cleaner, all that you will need to do is put a towel, under the chandelier, turn the lights off and spray the whole chandelier with the cleaner until the cleaner freely drips off the crystals. Then let your chandelier dry. Once it is dry, turn your lights back on and it is done. Be sure to apply this cleaning process once a month to avoid heavy build up of dust.
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Do you sell to the trade?
We do sell to the trade. To set up an account at discounted prices, we do require a resale license number as well as your firms information. Please Click Here to register for our Trade Pricing.
We have positioned our company to cater to the needs of the Residential, Commercial and Hospitality industries. We have done so by manufacturing our products to order. This enables flexibility for project specifiers to alter the size, style, and overall design of 90% of our chandeliers, which in some cases, is crucial for a project to reach perfection. One of our specialties is large scale chandeliers with diameters spanning up to 20 feet in width.
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Where are your chandeliers manufactured?
The majority of our chandeliers are manufactured in our factory in Valencia SPAIN which is world renowned for the quality of their lighting fixtures. We use the highest quality materials available which gives us the ability to offer 10 years warranty against tarnishing and factory defects. The ones that we do not manufacture ourselves are from suppliers that can guarantee us their quality and workmanship.
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Do you have a showroom?
We specialize on Catalog and Online sales of lighting fixtures and have a very wide customer base ranging all over the world. Our percentage of local sales is very small compared to our online sales which makes it unnecessary to have a big showroom. The savings we acquire through not having a showroom is passed on to you through lower prices and our 30 days money back policy which guarantees your satisfaction.
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What kind of crystal do you use?
We use one of the best quality crystals in the world to dress our chandeliers.
Please follow this link to our Crystal Quality Page for more info.
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What is Alabaster?
Alabaster is a natural translucent stone similar to marble but much softer. It is mined in the north of Spain and since it is a natural stone, each piece has to be manufactured by hand using special carving tools and lathes. The resulting product is a beautiful marble like stone that transforms light into a soft ambiance. Since it is a natural stone, it has marble like veins and each piece is unique which shows its authenticity.
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Do you do commercial and hospitality projects?
We have been doing commercial and hospitality projects for over 14 years and since we have our own factory for chandeliers, one of our biggest advantage against our competitors is the fact that we can customize almost any one of our models according to your specifications or create a unique chandelier from your drawings. One of our recent projects completed is The White House Presidential Conference Center where we had to replicate an antique chandelier and redesign it in multiple tiers for a total of 12 chandeliers ranging in different sizes. We also made custom chandeliers for world famous celebrities like Oprah Winfrey and Rush Limbaugh. Please visit our Projects page for a listing of some of our Projects.
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Are you a member of Better Business Bureau?
We are proud to be a member of Better Business Bureau. Please click on Membership Info to see our details. We strongly recommend our visitors check the Membership info of other retailers before purchasing anything online.
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Are your products U. L. Listed?
All of our products are UL Listed. Please click on this Link to see details of our UL Listing .
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Do you have a catalog that I can request?
We have a 128 page full color catalog that shows many of our Models plus a CD-ROM that we would be happy to mail to you. We will also include a sample of our Full Lead Crystal for your review. Please fill in our Catalog Request Form and you will receive it shortly.
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What type of light bulbs can I use?
The light bulbs used in our chandelier can be easily purchased from any hardware or lighting store. The maximum wattage is 60 watts. You can use 15, 25, 40 or 60 watt light bulbs according to the amount of light output you need from your fixture.
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Can I have my chandelier wired to meet my country's electrical standards?
We can manufacture chandeliers to meet the electrical requirements of many countries including but not limited to European, South American, Middle East, and Far East Countries like Japan, Singapore etc.
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Do you ship outside the UK?
We have been shipping chandeliers all over the world to countries such as Germany, Japan, Indonesia, Saudi Arabia, Australia, and many other countries. We can ship your chandelier anyway you like, by air, ocean, or Postal Service. Please remember that, on top of shipping costs we charge, each country might charge you additional taxes, duties, and customs fees depending on the value of your chandelier which needs to be paid by you. If you need more information please contact us either by phone or e-mail.
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Is shipping cost included in your prices?
Shipping cost within UK Mainland is included in our prices. For Channel Islands and other destinations please contact us.
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Can I cancel my order?
You can cancel your order up to 7 days after placing your order. After 7 days, you can still cancel your order but there will be a 15% fee.
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