FAQs
At Aurorae, we understand that choosing the perfect chandelier or pendant light is a significant decision. To help you shop with confidence, we have 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. About Aurorae
Q: Where are Aurorae chandeliers and pendants designed and made?
A: Aurorae chandeliers and pendants are designed in-house and crafted by skilled artisans. Hand-blown glass shades are shaped through traditional techniques — breath, gravity, and heat — rather than molded. K9 optical crystal is individually hand-cut and polished. We ship from dedicated warehouses in the United States and China to ensure the fastest, most efficient delivery to our customers worldwide.
Q: Are Aurorae fixtures UL Listed?
A: Yes. All Aurorae fixtures are UL Listed under File E321074 for safe US residential installation, and CE-certified for European markets. Our fixtures meet North American electrical safety standards (110–240V compatible) and accept standard TRIAC dimmers including Lutron.
Q: What's the difference between Aurorae and other lighting brands?
A: We focus on three things: artisan craftsmanship (hand-blown glass, K9 crystal, solid walnut), professional certification (UL Listed, CE-certified, 4-year warranty), and customer-friendly service (free shipping with insurance to most countries, 30-day returns with test installation welcomed, 110% store credit option). Most chandeliers and pendants in our 91-product catalog also support customization.
Q: How can I be sure the product will look like the pictures online?
A: We provide high-resolution images and detailed dimensions for every product. While slight color variations can occur due to screen settings, our customer reviews consistently praise how stunning the lights look in real life. If you receive your fixture and want to verify the color temperature in your space before installing permanently, our policy welcomes test installation — see our Refund Policy.
2. Product Quality & Materials
Q: What materials are used in Aurorae fixtures?
A: We craft our chandeliers and pendants from premium materials selected for their beauty and durability: hand-blown glass shaped by traditional artisan techniques, faceted K9 optical crystal, solid walnut hardwood, and metalwork in chrome, polished brass, gold, matte black, and white finishes. Each material is chosen to ensure a timeless, high-end aesthetic.
Q: What's the difference between hand-blown glass and frosted glass?
A: Hand-blown glass is shaped by breath, gravity, and heat rather than molded — each shade carries visible swirl marks and slight thickness variations that signal artisan craftsmanship. Frosted glass refers to the surface treatment that creates a soft, diffused glow. Aurorae offers both: hand-blown shades for artisan character, and frosted finishes for soft ambient lighting. Many fixtures combine both.
Q: What is K9 crystal and how is it different from regular glass or full lead crystal?
A: K9 is optical-grade crystal with higher clarity than standard glass. Precise facet cuts refract light into distinct rainbow patterns on surrounding walls and ceilings. K9 offers approximately 95% of the optical clarity of full lead crystal (around 99%) without lead content — balancing optical performance with environmental safety. Each K9 crystal element on Aurorae fixtures is individually hand-cut and polished.
Q: How is your walnut treated for durability?
A: Aurorae walnut frames are cut from natural hardwood — each fixture shows unique grain patterns. A matte non-yellowing sealant preserves the warm mid-tone brown over time and resists moisture absorption in normal indoor conditions. Walnut is intended for indoor dry-location installation.
Q: Are Aurorae products handmade or mass-produced?
A: Our collection blends artisan craftsmanship with precision production. Glass shades are hand-blown, K9 crystal is hand-cut and polished, and walnut frames are hand-finished. Metal components and assembly use precision manufacturing for consistent quality. The result: each piece has unique artisan character while maintaining the structural reliability of professional production.
Q: Are light bulbs included with Aurorae fixtures?
A: Yes. All Aurorae fixtures include LED light bulbs, and all bulbs are replaceable. The majority use standard LED bulbs (E12, E14, E26, or E27 base depending on the fixture). Some fixtures use integrated LED modules — these modules are also replaceable when needed for warranty repairs. Each product page lists the specific bulb type and color temperature.
Q: Are Aurorae lights energy-efficient?
A: Yes. We prioritize energy efficiency throughout our catalog. All Aurorae fixtures use modern LED technology — typically consuming 80–90% less energy than traditional incandescent bulbs while delivering equivalent brightness. LED lifespan is approximately 25,000–50,000 hours of normal use.
3. Sizing & Customization
Q: How do I choose the right size chandelier for my dining room?
A: The fixture diameter should equal half to two-thirds the width of your dining table:
- For a 60-inch rectangular table → 30–40 inch fixture
- For a 36-inch round table → 18–24 inch fixture
- For tables over 8 feet → consider linear chandeliers or multi-pendant arrangements
Hang the bottom of the chandelier 30–36 inches above the tabletop for standard 8-foot ceilings; raise approximately 3 inches for each additional foot of ceiling height.
Q: How do I size for living rooms and bedrooms?
A: Use the room-dimension formula: add the room's length and width in feet, then use that sum as the fixture diameter in inches.
- 14×18 ft living room → 32-inch fixture
- 12×14 ft bedroom → 26-inch fixture
- Compact bedrooms (under 12×12) → 18–24 inch chandeliers or single pendants
Hang the bottom at least 7 feet above the floor in main walking areas.
Q: How do I size for foyers, especially two-story foyers?
A: For standard 8–9 ft ceilings, use the same length-plus-width formula as living rooms. For double-height foyers (15–20+ ft), choose cascading multi-tier designs to fill vertical space. Position the bottom of the fixture so it sits 6–8 feet above the second-floor landing — this centers the fixture visually and lets it be appreciated from both levels.
Q: Can the hanging height of pendant lights be adjusted?
A: Yes. Nearly all Aurorae pendants and chandeliers come with adjustable cables or chains. Cable lengths span from 60 inches up to 275 inches on grand staircase designs. Cables can be easily shortened during installation to fit your specific ceiling height. The maximum length is specified on each product page.
Q: Can I customize an Aurorae fixture?
A: Yes. Most Aurorae fixtures support customization including size, finish, glass color, cable length, and number of lights. Email info@auroraeshop.com with your specifications, inspiration images, and any questions. Our design team will collaborate with you to bring your vision to life.
Q: How long does a custom order take?
A: Custom orders require up to 16 business days for production before shipping. After production, transit times follow our standard Shipping Policy: 2–4 weeks to US/Canada, 3–10 business days to Europe, Australia, New Zealand, UAE, and Saudi Arabia. Expedited shipping is available for the transit portion only.
Q: What color temperature LEDs do Aurorae fixtures use?
A: The majority of Aurorae fixtures use 3000K warm white LED bulbs as standard — the most popular choice for residential lighting, balancing warmth with clarity. Select models offer alternative color temperatures including 2700K (extra warm, ideal for bedrooms), 4000K (neutral white), and 6000K (cool white, suited to kitchens used as food-prep workspaces). Each product page lists the specific LED color temperature for that model.
4. Shipping & Delivery
Q: Does Aurorae offer free shipping?
A: Yes. Aurorae offers free standard shipping to the United States, Canada, Europe, Australia, New Zealand, the Middle East, and most other destinations, with no minimum purchase required. Every order also includes free shipping insurance covering loss, theft, and damage in transit. Expedited shipping is available as a paid upgrade in 2–6 business days. For Africa, South America, and India, please contact us for a custom shipping quote.
Q: How long will my order take to arrive?
A: Standard products: 1–3 business days processing + 2–4 weeks transit to US/Canada, or 3–10 business days transit to Europe, AU, NZ, UAE, Saudi Arabia. Custom orders: Up to 16 business days production + standard transit. Expedited shipping: 2–6 business days (paid upgrade).
Q: Why does standard shipping to the US take 2–4 weeks?
A: For oversized fragile chandeliers, we use sea freight via Matson with insured handling and final-mile FedEx/UPS delivery. This professional approach prioritises the safety of your fixture over speed. If you need your order sooner, expedited air shipping is available in 2–6 business days for an additional fee.
Q: Where do you ship from?
A: We ship from dedicated warehouses in both the United States and China. We dispatch your order from the location that ensures the fastest, most efficient delivery to you.
Q: Do you ship to Africa, South America, or India?
A: Our standard free shipping service is not currently available to these regions, but we can arrange custom shipping on a case-by-case basis. Please email info@auroraeshop.com before ordering with your product selection and delivery address for a personalised quote and timeline.
Q: Will I be charged customs duties or import taxes?
A: Not if you're ordering to the US, Canada, the UK, most of Europe, Australia, New Zealand, UAE, or Saudi Arabia. All duties and taxes are included in your checkout price for these destinations under our Delivered Duty Paid (DDP) shipping. For all other countries, customs fees are the responsibility of the recipient.
Q: How can I track my order?
A: Once your order ships, you will receive a confirmation email with a tracking number and a direct link to monitor your package's journey. You can also track via the FedEx, UPS, DHL, or Matson website at any time.
Q: What if my package is lost or damaged in transit?
A: Every Aurorae order includes free shipping insurance. If your package is lost, stolen, or damaged in transit, email info@auroraeshop.com. We handle all carrier claims on your behalf and arrange a free replacement or full refund.
5. Installation & Compatibility
Q: Do I need a professional to install my Aurorae fixture?
A: While many fixtures can be installed by those with DIY electrical experience, we strongly recommend hiring a licensed electrician for safe and secure installation, especially for complex multi-tier or heavy designs. Improper installation voids the warranty. Every fixture includes detailed installation instructions.
Q: Are Aurorae fixtures compatible with US 110V and European 220V?
A: Yes. All Aurorae fixtures support 110–240V worldwide for global compatibility. UL Listed (File E321074) for US installations; CE-certified for European markets.
Q: Are Aurorae fixtures dimmable?
A: Yes. All fixtures are fully dimmable on standard TRIAC dimmers including Lutron and similar systems. They dim smoothly from 10% to 100% brightness without flicker across the range.
Q: How heavy are Aurorae fixtures?
A: Aurorae fixtures vary widely in weight depending on size and design. Most fixtures weigh between 5 and 15 kg, with grand multi-tier chandeliers reaching up to 47 kg. Each product page lists the exact weight specification. For heavier fixtures, your electrician may need to install a reinforced ceiling box rated for the specific fixture weight.
Q: Are Aurorae fixtures for indoor or outdoor use?
A: Aurorae chandeliers and pendants are designed and rated for indoor dry-location installation only. They are not recommended for bathrooms, covered outdoor spaces, or any high-humidity environment.
Q: Can I install an Aurorae fixture in my bathroom?
A: Aurorae fixtures are not damp-rated or wet-rated, so they are not recommended for bathrooms — particularly within 3 feet of a shower or bathtub. For bathrooms, consider damp-rated or wet-rated fixtures specifically designed for those conditions.
Q: How should I clean my chandelier or pendant?
A: For routine care, dust with a soft, dry microfiber cloth. For glass: a damp microfiber cloth with mild glass cleaner (applied to the cloth, not sprayed directly on the fixture), then dry immediately. For brass and metal finishes: dust only — avoid commercial polishes that may strip the finish. For crystal: gentle dusting with a soft brush every 6–12 months. For high-mounted fixtures, we recommend professional cleaning services every 6–12 months.
6. Returns & Refunds
Q: What is Aurorae's return policy?
A: Aurorae offers a 30-day return policy from delivery for most items. EU customers also benefit from a statutory 14-day no-reason withdrawal right. We never charge restocking fees. See our full Refund Policy for complete details.
Q: Can I test the fixture before deciding to keep it?
A: Yes. Briefly powering on the fixture to verify it works, that the colour temperature is right, and that brightness suits your space is fully acceptable. What makes an item non-returnable is permanent installation — wiring into your ceiling junction box and anchoring it in place.
Q: How do I start a return?
A: Email info@auroraeshop.com with your order number and reason for return. We respond within 1 business day with your Return Merchandise Authorisation (RMA) number, the correct return address, and step-by-step instructions.
Q: Who pays for return shipping?
A: You pay return shipping for change-of-mind returns. Aurorae covers all shipping (both directions) for damaged, defective, or wrong items, and provides a prepaid return label.
Q: Do US customers ship returns to China?
A: No. Once your RMA is approved, Aurorae provides a US warehouse return address. US customers benefit from domestic shipping rates and faster processing — no international return shipping required.
Q: Can I get store credit instead of a refund?
A: Yes. Aurorae offers two refund options: (a) 100% refund to your original payment method, or (b) 110% store credit — 10% extra as our thank-you for your flexibility. Store credit is valid for 24 months.
Q: Are there restocking fees?
A: No. Aurorae never charges restocking fees. We offer a full refund on all eligible returns with no hidden deductions.
Q: Can I return a custom fixture?
A: Custom and made-to-order fixtures are non-returnable for change-of-mind reasons because they were crafted specifically for you. However, if a custom item arrives damaged or with missing parts, we send free replacement parts. Manufacturing defects are also covered by our 4-Year Warranty.
7. Warranty & Support
Q: What is Aurorae's warranty?
A: Every Aurorae fixture is backed by a 4-Year Limited Warranty covering manufacturing defects in materials and workmanship under normal use. This includes structural integrity, electrical components, integrated LED performance, original finish, and glass/crystal components. See our full Warranty page for complete details.
Q: What does the warranty NOT cover?
A: Replaceable light bulbs (consumable), improper installation, accidents, misuse, modifications, normal wear and tear, shipping damage (handled separately within 72 hours under Shipping Policy), and damage from non-Aurorae replacement parts.
Q: What if my fixture arrives damaged?
A: Email info@auroraeshop.com within 72 hours of delivery with photos and your order number. We arrange a free replacement or full refund without delay, covering all shipping costs.
Q: What about defects I discover during installation?
A: We review hidden defects in good faith. Contact us with details and photos — even after the 72-hour window — and we will work with you on a fair resolution. Manufacturing defects are also covered by our 4-Year Warranty.
Q: What's the difference between the 30-day return and 4-year warranty?
A: The 30-day return is for change-of-mind situations (must be in resaleable condition, not permanently installed). The 4-year warranty covers manufacturing defects during normal use, even after installation. Use return policy if you simply changed your mind; use warranty if your fixture has a manufacturing defect.
Q: How do I make a warranty claim?
A: Email info@auroraeshop.com with the subject line "Warranty Claim - Order #[Your Order Number]". Include your order number, a description of the issue, and clear photos or a short video of the problem. We respond within 2 business days.
Q: Is the warranty valid for international orders?
A: Yes. The 4-Year Warranty applies to every Aurorae fixture. Replacement parts are shipped at no cost to you.
Q: How long does customer support take to reply?
A: We aim to respond to all enquiries within 12 hours, every day. For warranty claims, our evaluation typically completes within 2 business days.
8. Payment & Security
Q: What payment methods does Aurorae accept?
A: We accept all major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, Google Pay, 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. We never store your full credit card details on our servers.
Q: When is my card charged?
A: Your payment method is charged when you place your order. For out-of-stock items, payment is not captured until your order ships — we will email you with options if any item is unexpectedly unavailable.
Q: Do you offer buy-now-pay-later options?
A: Some payment processors at checkout may offer buy-now-pay-later options (such as Klarna, Affirm, or Afterpay) depending on your region. Available options are displayed during checkout.
Still Have Questions?
Our dedicated support team is here to help. We aim to respond to every enquiry within 12 hours, every day.
- Email: info@auroraeshop.com
- Reply Time: Within 12 hours, every day
- Related Pages: Shipping Policy · Refund Policy · 4-Year Warranty
This FAQ page was last updated April 2026. For the most current policies, please refer to our Shipping Policy, Refund Policy, and Warranty page.