Lighting Product Basics
Q：Are there installation Instructions?
A: Some of products have specific installation video. If you don’t know how to install the lights, you can contact our customer service service@soullamps.com or find installation Instructions online yourself.
Q: Are bulbs included with the light fixture?
A: Bulbs are not included unless noted.
Q：What’s the wattage of the bulb?
A: It depends what bulb you bought. The product which includes bulbs will be noted with max wattage.
Q：Are the lighting have CE certification or UL listing?
A: Yes, you can find more on Certification page.
Q：What is color temperature of LED?
A: Kelvin range: Warm Light (3000K), Neutral Light (4000K), Cool Light (6000K)
Q：Does the voltage of the lamps meet our national standards?
A: Yes, the voltage is between 110V-240V.
Q：Does the lamp support dimming?
A: Generally, we will noted on the product page if the product include bulb. If the light needs a light bulb as a light source, you can purchase a light bulb that supports dimming and install it.
Q：How do i maintain the products?
A: All of our products are decorative objects crafted by dedicated artisans. They are intended for indoor use only. We recommend keeping them in a dry place at indoor temperature. We recommend that the products be gently cleaned with a damp cloth. We are not responsible for damage caused by improper cleaning, the use of cleaning products or by improper use.
Q：Are there variations among products?
A: While every effort has been made to portray items accurately, slight variations may occur. All measurements quoted are approximate and color’s reproduction is as accurate as photographic processes or a printed material allow. Please, note there may be color variations depending on the calibration and screen’s setting. As every of our product is hand-crafted, the possibility of slight variations in assembly and finishes may exist from one piece to another. The latter does in no way affect the quality, craftsmanship, aesthetic or function of the piece.
Q：How long is the wire / how long is the rod?
A: The default length of the wire is 1.5 meters but we support custom length according to your need. The length of the rod is written on product page. They vary from different products.
Orders & Payments
Q：What Payment Methods Are Accepted?
A: We offer several payment options for your convenience. We accept Visa, MasterCard, Discover, American Express credit cards, Apple Pay, and Google Pay. We also accept PayPal. Such as icon listed.
Q：How secure is my online order?
A: We are committed to protecting your personal information and providing a secure online experience. We use industry standard encryption and password protection technologies with SSL (Secure Socket Layer). Sensitive information including any type of payment information is not stored on our servers.
Q: Do I need to create an account to place the order?
A: Orders can be placed without creating an account.
Of course I suggest you create an account. You can enjoy a better shopping experience.
Q: How do I know an order is confirmed?
A: After you’ve completed your purchase, we will send you a confirmation email to the provided email address which will contain all your order information. After this, we begin to process your order and get it ready for shipment. Upon shipment, you will receive a second email with all your tracking information. You can track your orders here.
Q: Can I View Products Prior To Purchase?
A:We are an internet business and for that reason we do not have a traditional bricks and mortar store to view our products. By eliminating these overheads we are able to offer prices far lower than traditional retailers who do.
Q:How Do I Place An Order For Products That Are Currently Out Of Stock?
A: Usually we guarantee that the stock of the goods on the shelves is sufficient.but the stock of some customized products and sizes exceeding the logistics limit will be set to 0. Please contact us to confirm the product inventory.
Q: How do I change or cancel an order?
A: We know how important your order is, so we aim to fulfill orders as quickly as possible.
- Orders canceled within 24 hours of payment confirmation will be eligible for a full refund.
- Orders canceled beyond 24 hours after payment confirmation will be eligible for a partial refund consisting of full shipping cost and 60% of the product purchase price.
- Once your order has been shipped, it can no longer be canceled.
While we cannot cancel or change an order once it has been placed you are welcome to return the item to us in accordance with our Returns Policy.
Q:I want to return my purchase! What do I do?
A:You can find in return policy
Q: Can I purchase multiple products in a single order?
A: Yes you can! If you want to buy multiple products from our store, you can simply browse the products you want and press the “add to cart” button, this will add the product to your cart and you can find them in your shopping cart when you’re ready to purchase your item.
Shipping & Delivery
Q:Do You Ship Internationally?
A:We exclusively ship to addresses within the United States and Canada. Your order can be shipped to any address (excluding PO boxes) in the contiguous United States, Alaska or Hawaii. Any states with delivery restrictions will be noted on each item’s product information page. You can contact us for information about shipping to your region or country.
Q:How Much Does Shipping Cost?
A:Lighting Shipping Time & Costs:
All our packages are free shipping, if you need faster shipping service, please contact our customer service team in advance.
Q: How long until my order will ship?
A: We usually ship all orders within 10-15 business days. The actual order processing time is subject to the instructions on each product page. You can find more in Shipping Policy.
Q：What Shipping Methods Are Available?
A: UPS, FedEx, USPS and EMS etc. You can contact us for specific information and costs if you want to specify the specific logistics method.
Q：Does Your Postage Fee Include Insurance?
A:Yes, all shipping costs include full insurance. Please ensure that you check your order in full as soon as you receive it. If there are any issues with the delivery received (e.g a product arrives damaged, your order isn’t as expected or you have any other issues) then please notify us within 60 days of delivery receipt.
Q: How to Track the Package?
A: Once an order has shipped out, we will send you a Shipping Confirmation email that includes the tracking number and the carrier. Just go to the carrier's website and use the tracking number to track your package.
If you have an account, the tracking number and website can also be found in the Order Status History in Account-My Orders.
If you are without an account, you can use the email address and order number via the website "Customer Service-Track Order" to check the tracking information.
Q: My order has arrived damaged what can I do?
A: If your order arrives damaged, please contact us with images or a video documenting the product and any damage incurred and we will do our best to resolve the problem!
Others
Q:I'm not sure what product to buy. Can you help?
A:Absolutely! Feel free to send us an email and we'd be happy to help you find what product is best for you.
Q:Why Sign Up To The Newsletter?
A:By signing up to the newsletter you will be the first to hear about all new product releases, sales, competitions and promotions!
Q: What do I do if I have missed items in my order?
A:If something is still missing, please contact us immediately at service@soullamps.com
Q：Do you offer bulk or business discounts?
A: We do, If you are a business owner, interior designer, or real estate developer, please reach out to us for custom invoicing and exclusive discounts.
UNANSWERED QUESTIONS?
If you have a question that isn't answered here please don't hesitate to contact us. Email: service@soullamps.com.