At Aurorae Shop, we understand that choosing the perfect chandelier or pendant light is a significant decision. To help you shop with confidence, we’ve compiled answers to our most common questions. If you can't find what you're looking for, our team is always here to help at info@auroraeshop.com.
1. Product & Quality
Q: What materials are used in your lighting fixtures?
A: We craft our chandeliers and pendant lights from premium materials selected for their beauty and durability, including solid brass, natural marble, stainless steel, and hand-blown glass. Each material is chosen to ensure a timeless and elegant finish.
Q: Are your products handmade or mass-produced?
A: Our collection is a blend of artisanal craftsmanship and precision production. Many of our exclusive chandeliers feature hand-finished details, ensuring each piece has a unique, high-end aesthetic while maintaining consistent quality.
Q: How can I be sure the product will match the pictures online?
A: We provide high-resolution images and detailed descriptions for every product. While slight color variations can occur due to screen settings, our customer testimonials often praise how stunning the lights look in real life.
Q: Are light bulbs included?
A: Yes, all fixtures do include light bulbs.
Q: Are your lights energy-efficient?
A: Yes. We prioritize energy efficiency. Many of our designs use modern, energy-saving LED technology, and we always specify compatible LED bulbs for our other fixtures to help you reduce energy consumption.
2. Dimensions & Customization
Q: How can I ensure a light fixture will fit my space?
A: Each product page includes detailed dimensions (height, width, canopy size). For guidance, visit our Blog Post: How to Choose the Perfect Chandelier Size or contact our team for personalized advice.
Q: Can the hanging height of pendant lights be adjusted?
A: Absolutely. Nearly all our pendant lights and chandeliers come with an adjustable cord or chain. The maximum length is specified on the product page, and it can be easily shortened during installation.
Q: Can I customize a lighting fixture?
A: Yes! We love working on custom projects. We offer customization for many of our chandeliers and pendants, including options for size, finish, glass color, and number of lights.
Q: How do I request a custom order?
A: Please email our design team at info@auroraeshop.com with your specifications, inspiration images, and any questions. We will collaborate with you to bring your vision to life.
3. Shipping & Delivery
Q: Where do you ship from?
A: We ship from our dedicated warehouses in both the United States and China. We dispatch your order from the location that ensures the fastest and most efficient delivery to you.
Q: Do you ship internationally, and what is the cost?
A: Yes, we proudly offer Free Worldwide Shipping on all orders. The price you see is the price you pay for delivery.
Q: How long will delivery take?
A: After a processing time of 1-3 business days, standard shipping typically takes 7-15 business days for standard products, depending on your location. Please refer to our Shipping Policy to check further.
Q: How can I track my order?
A: Once your order ships, you will receive an email with a tracking number and a link to monitor your package's journey.
Q: Will I have to pay customs duties or taxes?
A: Depending on your country's regulations, you may be responsible for customs duties or import taxes. These charges are not included in the item price and are the customer’s responsibility.
4. Installation & Care
Q: Do I need a professional to install my light?
A: While many fixtures can be installed by those with DIY experience, we strongly recommend hiring a licensed electrician for your safety and to ensure a perfect installation, especially for complex or heavy designs.
Q: Do your products come with installation instructions?
A: Yes, every fixture includes a detailed installation manual.
Q: How should I clean my glass chandelier or brass fixture?
A: For routine care, dust with a soft, dry microfiber cloth. For deeper cleaning of glass, use a mild glass cleaner on a cloth (not sprayed directly) and dry immediately. For brass, avoid abrasive chemicals; a simple dusting is best to protect the finish.
Q: Are your lights for indoor or outdoor use?
A: Our chandeliers and pendant lights are designed and rated for indoor use only to ensure their safety and longevity.
5. Returns & Warranty
Q: What is your return policy?
A: We offer a 30-day return policy. If you're not completely satisfied, you can return the item for a full refund or exchange, provided it is in its original, unused condition and packaging. Please see our full Return Policy for details.
Q: How do I start a return?
A: Please contact our support team at info@auroraeshop.com with your order number and reason for return. We will guide you through the simple process.
Q: Do you charge restocking fees?
A: No, we do not charge restocking fees for returns that meet our policy criteria.
Q: What is your warranty?
A: We stand by our quality with a 4-Year Limited Warranty that covers manufacturing defects in materials and workmanship. For full details, please visit our Warranty Page.
6. Payment & Security
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express), PayPal, and other secure payment gateways listed at checkout.
Q: Is my payment information secure?
A: Yes. Our website is fully SSL-certified and uses industry-standard encryption to ensure your personal and payment information is kept safe and secure.
7. Customer Support
Q: How can I contact customer support?
A: Our dedicated support team is ready to help at info@auroraeshop.com.
Q: What are your support hours?
A: Our team is available Monday through Friday, 9 AM to 10 PM (GMT +8). We aim to respond to all emails within 24 business hours.