Frequently Asked Questions
Welcome to our FAQ page! Here, we have gathered answers to some of the common queries you may have. If you don't find the information you're looking for, please feel free to reach out to us directly.
Returns & Exchanges
All products are final sale and non-refundable from the time of purchase. We do not permit returns or exchanges due to the handmade, fragile nature of our products.
We do not offer exchanges. All of our products are made entirely by hand and are subject to variance in colour, shape, etc. Each fixture is unique in its nature and passes through several levels of quality control. Our fixtures are extremely fragile, and cannot be shipped back to us once they have arrived at the address listed on the order.
If you need to cancel your order, you must do so within 10 business days of placing your order. Once your order date passes the 10 business day marker, you are no longer eligible for cancellation as your order has entered production. All of our products are made to order, therefore once an order has entered production, it cannot be cancelled.
Due to the handmade, made to order nature of our products, there are many manufacturing/supply procurement delays that can arise. Our listed lead times are the best approximation we can offer, however these lead times may extend due to unforeseen circumstances. We will do our best to notify you if your order has been delayed past the listed lead time. If your order has not exceeded our listed lead time, please be patient and reach out if your order does not ship by the advertised lead time.
Upon receiving your order please inspect it thoroughly and test your fixture to ensure proper functioning. All packaging materials must be kept intact until you have inspected your order. Should your fixture(s) present any damage or defect, you must contact us within 48 hours of delivery. Past the 48 hour window you are no longer eligible for support in regards to your claim. In the rare circumstance that your order arrives damaged, and we are contacted within 48 hours of receipt, we will investigate and offer a solution. If your order is damaged in the post, we require full cooperation in issuing a claim with the postal service. If the solution involves an exchange, will require your order be packed with all of the materials it arrived in. A replacement fixture will be subject to the current standing lead time. Damaged orders are not eligible for return.
In the rare circumstance your order arrives damaged or defective, and this is reported within 48 hours of receipt, you may be eligible for a replacement (either in the form of a replacement part or a replacement fixture). Replacements are determined by our staff and are non-negotiable once decided. If we are replacing the fixture in its entirety, we ask that it is shipped back to us, and we will coordinate this process. All original packaging must be used when shipping back fixtures. If your fixture arrives back to us significantly damaged due to improper packaging, you will no longer be eligible for a replacement/exchange.
Shipping & Lead Times
The ship time is entirely determined by the type of shipping selected at check out. This also applies to whether or not you have selected “request signature” at check out. If you have a deadline, please keep in mind the ship time is only relevant once our advertised lead time has been surpassed. Regardless of the shipping option you select, this does not surpass or negate our advertised lead time. Shipping timelines are not standardized and can be impacted by numerous internal delays incurred by the post - we are not responsible in the case that your order is in transit and subject to delays.
Our lead time is as advertised but is however subject to change and fluctuation due to numerous internal factors. We will do our best to notify you of any changes that will prolong the wait time on your order past our advertised lead time. You are not eligible for any compensation due to an extended lead time, and our lead times are not eligible grounds for order cancellation past 10 business days of order placement. Please inform yourself of our lead time before placing your order.
We cannot change the shipping address or further expedite the shipping of any packages that are already in transit.
We are not responsible to compensate or advise of any applicable duties or shipping fees that may arise while your order is in transit. It is your responsibility to be aware that depending on your location, your order may be eligible to incur additional costs while in transit. If you should decline to pay for these fees, your order will be shipped back to us. If you would like your order reshipped, you will be responsible for paying the full cost of reshipping.
A rush order can be arranged on a case-by-case basis. If you require your order to arrive sooner than our advertised lead time, you must notify us prior to ordering as your order qualifies as a rush and is subject to a fee. This fee is calculated based on the size of the order and the requested deadline. Rush orders can be declined at request for reasons we do not have to disclose.
At this time we do not have the production capacity to take on any custom orders.
We do not supply trade accounts. We do offer a trade discount. If you would like more information about how you can access our trade discount, please reach out to us with information about your business and a request to receive our trade discount code. We would be happy to provide it to you at that time.
We offer one bulb option for purchase on our website. Do note, this bulb is not compatible with all of our light fixtures. In the description of each light fixture there is information on whether a bulb comes with the fixture, and what bulb the fixture takes. Please read carefully.
We strongly recommend our fixtures are installed by professional electricians. We do not provide installation support or instructions at this time. We do not take responsibility for any damage incurred through the installation process and will not provide any means of compensation for adjustments/adaptations required to install our fixtures.
Our ceramic shades are entirely opaque and are not light-letting. The interior of the ceramic shade is glazed while the exterior is matte. The interior glaze allows for a light reflecting surface, down casting the light. If you want to see photos of our fixtures turned on, we recommend looking at our tagged photos on Instagram: @hueylightshop.