FAQs

Orders & Payments

Q1: What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express), PayPal, and bank transfers. For trade or large orders, invoice-based payment can be arranged upon approval.

Q2: Can I change or cancel my order after it’s placed?
If your order hasn’t entered production or shipped, we may be able to make changes. Please contact us at support@luminowisp.com within 24 hours of placing your order.

Q3: Do you offer trade or bulk pricing?
Yes. Designers, architects, and contractors may apply for a trade account to receive preferred pricing and support. Visit our Trade Program page to learn more.

Shipping & Delivery

Q4: Do you ship internationally?
Yes, we ship worldwide. International shipping fees and delivery times vary based on destination and product size. All shipments are insured.

Q5: How long does shipping take?
For in-stock items, processing typically takes 3–5 business days. Custom or made-to-order items may take 4–8 weeks depending on complexity. You’ll receive tracking information once your order ships.

Q6: Will I be responsible for duties or taxes?
International customers are responsible for any customs duties, VAT, or import taxes required by their country.

Returns & Exchanges

Q7: What is your return policy?
We accept returns on eligible standard items within 30 days of delivery. Items must be unused, in original packaging, and in resellable condition. Custom and made-to-order items are non-refundable.

Q8: How do I start a return?
Contact us at support@luminowisp.com with your order number and reason for return. If eligible, we’ll provide return instructions and a return shipping label.

Customization

Q9: Can I customize size, material, or finish?
Yes. Most of our lighting fixtures can be fully customized — including dimensions, materials (alabaster, brass, crystal, glass, etc.), finishes, and design modifications.

Q10: How long do custom orders take?
Custom orders typically require 4–8 weeks depending on design complexity. Our team will provide a lead time estimate upon confirmation of design specs.

Product & Installation

Q11: Are bulbs included?
Most fixtures include compatible LED bulbs, unless otherwise noted. Product pages specify what's included.

Q12: Is professional installation required?
Yes. For safety and optimal performance, we recommend having all lighting fixtures installed by a licensed electrician.

Q13: Do you provide installation guides or specs?
Yes. We provide installation guides, dimensions, and technical specifications for all products. Contact us if you need additional documentation.

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