How do I place an order?

Browse our collections and select your preferred options, such as size, color, finish, or pattern. You can then complete your purchase in one of two ways:

Option 1: Standard Checkout

Click “Add to Cart,” proceed to checkout, and select your preferred payment method. Once your order has been placed, you will receive an order confirmation email.

Option 2: PayPal Express Checkout

For a faster checkout experience, click “Pay with PayPal” directly on the product page and follow the prompts to complete your purchase. An order confirmation email will be sent to you once your order is successfully placed.

What payment methods do you accept?

We accept major credit and debit cards, including Visa, Mastercard, American Express, Maestro, JCB, Diners Club, and Discover. Digital wallets such as Apple Pay, Google Pay, and PayPal are also available.

Additional local payment options may appear at checkout depending on your location and availability. All payments are processed through PCI-compliant systems and protected with SSL encryption.

Can I cancel or change my order?

If you need to cancel or update your order, please contact us at support@lucialiving.com as soon as possible.

Standard orders: Orders may be canceled or modified free of charge within 24 hours of purchase, provided they have not entered production or fulfillment.

Custom-made items: Products made to your specifications—such as custom sizes, finishes, or other special requirements—cannot be canceled, modified, or returned once production has begun.

Requests submitted outside the stated time frame may be subject to cancellation or modification fees. Please refer to our Return & Refund Policy for complete details.

Is it safe to shop on your website?

Yes. We take the security of your personal and payment information seriously.

• Our online store is built on proven, reliable e-commerce infrastructure.
• All checkout pages use SSL encryption to protect information transmitted between your browser and our website.
• We do not store or have access to your complete payment details, such as your full credit card number. Payments are processed securely by authorized banks and certified payment providers.
• Payment methods available on our website, including PayPal and major credit cards, must meet the security and compliance requirements of their respective providers.

Can I get an invoice?

Yes. Please email support@lucialiving.com with your order number and invoicing requirements.

• Commercial invoice: If you need an invoice for customs clearance, please provide the relevant order or shipment information.
• VAT invoice: Where applicable, please provide your VAT number and complete billing information.
• Company invoice: If the invoice needs to show a specific company name, address, or other details, include this information in your request.

We will prepare the appropriate invoice based on the information provided and applicable invoicing requirements.

Will I be charged customs duties or import taxes?

We offer several shipping options, which may vary depending on your destination and preferred delivery time.

Whenever possible, we use shipping services that include customs duties to help your order clear customs smoothly. In most cases, customers will not be required to pay additional import duties upon delivery. 

In the rare event that an additional customs charge applies, Lucia Living will cover at least 20% of the duty charged and may provide additional assistance depending on the circumstances.

Our logistics team will select an appropriate customs-clearance route for shipments to the United States, Europe, the United Kingdom, and other destinations. If different terms are displayed at checkout, the information shown there will apply to your order.

What should I do if I cannot place an order or my payment fails?

Please contact us at support@lucialiving.com. To help us investigate the issue, include the following information whenever possible:

• A full screenshot of the page and any error message
• A screenshot showing the payment issue
• The payment method used, such as a credit card or PayPal
• The transaction ID or payment receipt if a charge has already been made

For your security, please hide sensitive information in screenshots and never email your complete card number, expiration date, or security code.

My payment was successful, but I did not receive an order confirmation email. What should I do?

Please try the following:

1.Check your inbox and spam or junk folder.

2.Confirm that the email address entered at checkout is correct.

3.If you still cannot find the email, contact support@lucialiving.com.

Our customer care team can verify your order status and resend the confirmation email or provide your order details.

How do I know if my order was placed successfully?

Your order has generally been placed successfully when both of the following apply:

• Your payment has been successfully processed.
• You have received an order confirmation email.

If you see a charge but are unsure whether your order was created, please contact support@lucialiving.com. We will verify the status for you.

What should I do if I cannot log in to my account?

First, check that:

• You are using the same email address you used to register or place your order.
• The email address has been entered correctly, including its spelling and domain.

If you still cannot log in, contact us with your registered email address or order information. Our customer care team will help verify your account.

What should I do if I do not receive a verification code?

Check your spam or junk folder and confirm that you entered the correct email address. You may also request a new code after waiting a few minutes.

If the code still does not arrive, contact support@lucialiving.com and tell us what you need it for, such as signing in or changing your account information. We will help you complete the appropriate verification process.

What should do if I forgot my password?

Select “Forgot Password” on the sign-in page and follow the instructions sent to your email.

If you cannot complete the reset, contact our customer care team. We can help verify your account and send you the appropriate password-reset instructions.

If your account uses an email verification code instead of a password, simply request a new code from the sign-in page.

What if I entered the wrong email address?

If you entered an incorrect email address when registering or placing an order, please contact us as soon as possible.

To protect your account, we may ask you to provide:

• Your order number, if available
• The recipient’s name
• The email address originally entered
• A transaction reference or payment receipt, if available

Once your information has been verified, we will help update the email address where possible.

Information to include when contacting us

To help us resolve your issue more quickly, please provide as much of the following information as possible:

• A screenshot of the page or error message
• A payment receipt or screenshot, if relevant
• Your order number
• Your transaction reference
• The recipient’s name
• Your registered or checkout email address
• A brief description of the issue

For your security, please do not send your full credit card number, expiration date, or security code.

Customer Care Response Times

Our customer care team will respond as soon as possible. Replies may take slightly longer on weekends and public holidays. Thank you for your patience—we will do our best to assist you promptly during our regular business hours.

Do you offer free shipping?

Yes. We offer free standard shipping to more than 98% of the destinations we serve worldwide. Additional shipping charges may apply to a small number of remote locations. Any applicable fee will be displayed at checkout or confirmed by our customer care team before shipment.

Express shipping fees are calculated at checkout based on the destination, package weight and dimensions, and selected delivery speed. Any shipping charges collected by Lucia Living will be clearly displayed before you complete your purchase.

Where do you ship?

We provide international shipping to customers worldwide. Standard and express shipping options may be available at checkout depending on your destination and preferred delivery time.

If you cannot place an order from your country or region, please contact support@lucialiving.com for assistance.

United States: If your item is in stock at either our East Coast fulfillment center in Baltimore, Maryland, or our West Coast fulfillment center in Santa Fe Springs, California, your order may qualify for faster processing and delivery.

Canada: We also have a fulfillment center in Canada. Orders available from local inventory may be processed and delivered more quickly.

How long does shipping take?

Delivery times vary depending on product availability, shipping method, and destination.

In-stock items shipped from our U.S. fulfillment centers:

Orders are typically dispatched within 24–48 hours and shipped via FedEx, UPS, USPS, or GOFO. Estimated delivery is 3–7 business days after dispatch.

Factory-direct and custom-made items:

• Standard ocean shipping: approximately 4–6 weeks in total
• Express air shipping: approximately 1–3 weeks in total

Remote destinations:

Orders shipped to Norway, Iceland, Cyprus, Monaco, Puerto Rico, Alaska, or Hawaii may be subject to a $100 shipping fee per item. Processing typically takes 1–2 weeks, followed by approximately 5–7 days in transit via UPS, DHL, or FedEx.

If you would like to request a specific carrier, please contact support@lucialiving.com before placing your order.

All delivery times are estimates and may vary due to product availability, customs clearance, weather, or carrier delays. For complete destination-specific estimates, please refer to our Shipping Policy.

How can I track my order?

You can check your shipment status through our Order Tracking page. The page also displays available tracking updates from the carrier’s official system, including UPS, FedEx, and DHL.

If no information is available or you need more detailed assistance, please contact support@lucialiving.com.

Please note: For custom-made items shipped by ocean freight, tracking may not begin updating until approximately 3–4 weeks after the order is placed, once the shipment has cleared customs and entered the local delivery network.

What if my order arrives damaged?

Please inspect your order as soon as possible after delivery. If you discover damage caused during shipping, email support@lucialiving.com within 7 days of delivery and include:

• Your order number
• Photos of the damaged item
• Photos of the inner and outer packaging
• A brief description of the damage

If the issue is confirmed to be shipping damage or a manufacturing defect, we will cover the related costs and arrange a replacement or refund, as appropriate.

Claims submitted more than 14 days after delivery may be difficult to verify, particularly if the damage could have occurred during installation or use. As a result, we may be unable to offer a replacement or refund. However, we still encourage you to contact us, and our team will do its best to help.

What should I do if there is a problem with my shipment?

Contact support@lucialiving.com as soon as you notice an issue. Shipping problems may include:

• Tracking has not updated for an extended period
• The package is marked as delivered but has not been received
• The package has been returned to the sender
• The delivery address is incorrect
• The carrier cannot reach the recipient
• The shipment is delayed, damaged, or otherwise affected in transit
• You have not received a shipping confirmation or tracking number
  

Depending on the situation, our customer care team may:

• Verify the shipment’s current status
• Contact the carrier for further information
• Provide updated tracking information or a new tracking number
• Arrange a replacement shipment or another appropriate solution

We recommend contacting us before initiating a chargeback or payment dispute, as most shipping issues can be resolved more quickly through our customer care team. This does not affect any rights available to you through your bank or payment provider.

What is your return policy?

Please contact support@lucialiving.com before returning an item to obtain return instructions.

• Return window: Return requests must be submitted within 14 days of delivery. Unfortunately, we cannot accept return requests after this period.
• Return condition: Items must be unused, uninstalled, and returned in their original packaging.
• Return shipping: Customers are responsible for return shipping costs.
• Restocking fee: Items returned to our warehouse are subject to a restocking fee starting at 20% of the amount paid for the returned item.
• Refund amount: Refunds are based on the price paid for the product, less any applicable restocking fee. Shipping-related charges already incurred—including standard shipping, express shipping, and shipping insurance—are non-refundable.
• Shipping damage or quality issues: If the issue is confirmed to be the result of shipping damage or a manufacturing defect, we will first offer replacement parts or a full replacement at no additional cost, including shipping. However, you may request a refund instead if you prefer. If a physical return is required, the applicable return shipping and restocking terms will apply.

If you have questions about dimensions, compatibility, finishes, or other product details, we recommend reviewing our complete Return & Refund Policy or contacting us before placing your order.

How long does a refund take?

After shipping your return, please email the following information to support@lucialiving.com:

• Photos of the securely packed return
• A photo of the shipping label
• The tracking number
• A link to the carrier’s tracking page

Once our warehouse has received and inspected the returned package, we will process your refund within 3 business days.

Estimated posting times after the refund is issued are:

• PayPal: 1–3 business days
• Credit or debit card: 3–7 business days

Actual posting times may vary depending on your bank, payment provider, and local public holidays.

Can I exchange my item for a different style?

Yes, subject to availability and exchange eligibility. Lucia Living will cover the cost of shipping the new item to you, while you will be responsible for the cost of returning the original item.

If the new item costs more, you will need to pay the difference. If it costs less, the difference will be refunded to you.

Please contact support@lucialiving.com for exchange instructions before returning your item.

What should I do if parts are missing?

If any component is missing from your package, please contact support@lucialiving.com as soon as possible and provide:

• Your order number
• Photos of everything received in the package
• A description or reference image of the missing component

Lighting fixtures with multiple components are often packed in separate layers for protection. Hardware and small accessories may also be sealed in different areas of the box, so please check every layer of packaging carefully.

Once the missing component has been confirmed, we will send it to you at no additional cost.

Why didn’t all the items in my order arrive together?

Some orders are divided into multiple packages based on product size, weight, or packaging requirements. As a result, the number of packages may not match the number of items ordered.

For example, multiple fixtures may be shipped separately, while identical items may sometimes be packed together. Packages from the same order may also arrive on different days.

If you have received only part of your order, the remaining packages may still be in transit. Contact support@lucialiving.com with your order number, and we will check the status of all packages and provide the relevant tracking numbers and latest updates.

We will ensure that your complete order is shipped. If we identify an issue, our team will help resolve it as quickly as possible.

What if the product I received does not match my order?

We fulfill orders according to the options selected and the information shown on the product page, including the model, size, color, finish, and overall design.

Minor variations may occur due to product improvements, manufacturing processes, material characteristics, or differences between production batches. Variations that do not materially affect the product’s function, installation, or overall appearance are generally not considered an incorrect item.

If you believe the product you received differs significantly from your order, email support@lucialiving.com with your order number and clear photos of the product, packaging, and product label. We will review the issue and provide an appropriate solution.

Will the product look the same as the photos? How can I confirm specific details?

We do our best to ensure that our product images accurately represent each item. However, colors and finishes may vary slightly due to lighting conditions and screen settings.

If you would like to confirm specific details—such as cord length, metal finish, voltage, wattage, dimensions, or installation requirements—please contact us at support@lucialiving.com. Our customer care team will be happy to provide additional photos, videos, or up-to-date product information whenever available.

What materials are your lighting fixtures made from?

We carefully select materials for their beauty, durability, and design versatility. Each fixture may feature a different combination of materials depending on its form and function.

Natural Stone:
Our natural stone materials include alabaster, travertine, marble, and other varieties. Because variations in veining, color, and translucency occur naturally, no two stone fixtures are exactly alike.

Metal:
We use solid brass, iron, steel, and other quality alloys. Finishes may include antique bronze, blackened iron, brushed nickel, brushed brass, polished, aged, or plated treatments, each creating a distinct appearance and texture.

Glass and Crystal:
Our fixtures may feature crystal, hand-blown glass, Italian glass, opal glass, smoked glass, clear glass, or textured glass. Handcrafted glass may contain subtle bubbles, ripples, or variations in thickness. These are natural characteristics of the glassmaking process.

Natural Wood and Plant-Based Materials:
Materials may include solid walnut, oak, bamboo, rattan, and other natural fibers. Variations in grain, knots, and color are normal characteristics that make each piece unique.

Fabric:
Silk, cotton, linen, and blended fabrics are primarily used for lampshades, helping to softly diffuse the light and create a warm, inviting glow.

Ceramic and Other Materials:
We also use premium ceramic, plaster, resin, composite alabaster, acrylic, and other engineered materials to achieve a wider variety of forms, textures, and lighting effects.

Due to the nature of natural materials and handcrafted production, slight variations in color, texture, dimensions, or finish may occur. These variations are not considered defects; they are part of what makes each fixture unique. Please refer to the individual product page for the specific materials and finishes used.

Do your products come with a warranty?

Yes. Most Lucia Living products are covered by a two-year limited warranty, beginning on the delivery date shown in the carrier’s tracking record.

The warranty does not cover:

• Damage caused by accidents, misuse, abuse, or negligence
• Normal aging, wear, or changes in natural materials
• Customer-caused or accidental damage
• Products purchased through third-party online auction sites

For damage not covered by the warranty, replacement parts may be available for purchase. The customer will be responsible for the cost of the parts and shipping.

Specific warranty periods are as follows:

To submit a warranty claim, please contact support@lucialiving.com with your order number, a description of the issue, and clear photos or videos showing the problem.

Are your products compatible with LED bulbs?

Most of our fixtures are compatible with LED bulbs, while others feature integrated LED light sources such as LED modules, strips, or chips.

We generally recommend LED lighting because it uses less energy, produces less heat, and typically lasts longer than traditional incandescent lighting. Please refer to the individual product page for the required bulb base, light-source type, and maximum wattage.

Are your lighting fixtures dimmable?

Many of our fixtures can be dimmed when used with a compatible dimmer switch and dimmable LED bulb. Fixtures with integrated LEDs may also require a compatible dimmable driver.

Dimming capability varies by product, so please review the specifications on the individual product page. If you are unsure whether a fixture will work with your existing wiring or dimmer, contact us before purchasing.

We can also provide custom configurations for systems such as KNX, DALI, and select Philips smart lighting systems. Smart-lighting integration is a custom service and may require an additional fee. Please contact support@lucialiving.com to discuss compatibility and pricing.

Are bulbs included?

Unless otherwise stated on the product page, bulbs are not included with most fixtures. The recommended bulb type, base, and maximum wattage will be listed in the product specifications.

Fixtures described as having an integrated LED include the light source as part of the product.

Because internal components and socket configurations may be updated between production batches, please follow the specifications supplied with the product you receive. If those specifications differ from the product page, contact our customer care team before purchasing a bulb or installing the fixture.

Are your products compatible with U.S. 110V electrical systems?

Yes. Unless otherwise stated, products shipped to the United States are configured for standard 110–120V electrical systems.

For orders shipped to other countries or regions, we will generally provide the voltage configuration appropriate for the delivery destination. In most cases, you do not need to leave a separate voltage note.

Please contact us before ordering if:

• You use a smart switch or smart dimmer
• The fixture will connect to a home automation system
• Your lighting controls require a specific driver or dimming protocol
• The fixture will be installed in a different country from the delivery address
• You have any other special electrical requirements

If we are not informed in advance, the product will be configured according to the standard voltage used at the delivery destination. Hardwired fixtures should always be installed by a qualified electrician in accordance with local electrical codes.

Can I purchase replacement parts separately?

Yes. Replacement parts are available for many of our products.

Before purchasing, please contact support@lucialiving.com and provide your order number or original purchase information. We will help identify the correct part, model, and specifications.

If the product was not purchased from Lucia Living, we cannot guarantee compatibility because dimensions, connections, and specifications may vary between manufacturers. Please contact us for confirmation before ordering.

Are your products easy to install?

Most of our lighting fixtures include printed installation instructions in English and are designed around standard installation methods.

If the instructions are missing from your package, contact us and we can provide:

• A digital copy of the installation instructions
• An installation video, where available
• Product-specific guidance based on the components you received

If no existing instructions are available, send us clear photos of all the components included in your package. Our team will review them and prepare installation guidance based on the actual parts received.

Products may be updated between production batches. If the instructions differ slightly from your fixture or included hardware, contact us for the latest installation information.

Our customer care team will respond within one business day and provide ongoing assistance where possible. For safety, all hardwired fixtures should be installed by a qualified electrician. Our remote support does not replace professional electrical installation.

How do I choose the right fixture size for my space?

There is no single fixture size that works for every space. The right choice depends on several factors, including:

• Room dimensions
• Ceiling height
• Furniture size
• Installation location
• Interior style
• Your preferred visual impact

Before ordering, carefully review the dimensions listed on the product page and compare them with your available space.

For additional guidance, you may send us room photos, measurements, or design drawings before placing your order. Where possible, we can suggest an appropriate size or provide a visual placement mockup to help you understand how the fixture may look in your space.

Because every room and design preference is different, sizing recommendations and visual mockups are provided for reference only. The final appearance may vary depending on the actual installation environment.

Can the cord, chain, or hanging length be adjusted?

Most pendant lights and chandeliers include adjustable hanging components, such as electrical cords, chains, downrods, suspension cables, or decorative ropes. Many models offer a maximum hanging length of approximately 1.5 meters or 59 inches, but the included hardware and default length vary by product.

Please review the specifications on the individual product page before ordering. Some fixtures may include only a short downrod, cord, or other fixed-length component.

Custom hanging lengths are available for most products. If you require a specific length, add the details to your order notes or contact us before placing your order so we can confirm feasibility.

Please keep the following in mind:

• Product images are intended to demonstrate the overall design and installation effect. Perspective, room size, camera angle, and lens settings can make a fixture appear larger or smaller than it is.
• Always use the dimensions and specifications on the product page as your primary reference.
• If requested before shipment, certain adjustments—such as extending a cord within a limited range—may be available without an additional component fee. This must be confirmed by our customer care team.
• After shipment, replacement or extension components may still be available, but the customer will be responsible for shipping. Custom-made components may also involve an additional fee.

If you are unsure how much hanging length you need, contact us before ordering. We can explain the available customization range based on the fixture’s structure.

Can I request a custom design or size?

Yes. We offer customization services for many of our products, including:

Product customization: Colors, finishes, materials, dimensions, and selected structural modifications

Installation components: Custom lengths or specifications for cords, downrods, chains, suspension ropes, support cables, and ceiling canopies

Lighting specifications: Warm, neutral, or cool color temperatures, as well as dimmable and non-dimmable configurations

Smart controls: Configurations designed for compatible smart switches, home automation systems, or other specialized control requirements

Custom product development: If the fixture you want is not shown on our website, you may send us a drawing, reference image, or product photo for evaluation

Most custom requirements must be confirmed before or at the time of purchase. Production times vary according to the complexity of the project, and we will provide an estimated lead time after the specifications have been approved.

Certain custom-made products may be final sale and ineligible for cancellation, return, or exchange. Any applicable restrictions will be confirmed before production begins.

To discuss a custom request, please contact support@lucialiving.com. Our team will review the requirements, assess production feasibility, and help you through the customization process.

Do you offer a Trade Program for designers and architects?

Yes. We welcome inquiries from interior designers, architects, hospitality groups, property developers, retailers, and other commercial clients.

Our trade and commercial services include:

• Commercial and project-based purchasing
• Lighting solutions for hotels, restaurants, offices, and other commercial spaces
• Product customization and dedicated production
• Development or production of specified designs
• Volume purchasing and long-term partnership solutions

Contact our team at support@lucialiving.com with information about your business or project. We will recommend suitable products, customization options, and purchasing solutions based on your requirements.

Are your products energy-efficient?

Most of our fixtures are compatible with LED light sources. Please refer to the individual product page for the required bulb or integrated LED specifications.

Actual energy consumption depends on the type of light source, wattage, brightness level, and how long the fixture is used. For fixtures with replaceable bulbs, choosing an energy-efficient LED bulb can significantly reduce power consumption compared with a traditional incandescent bulb producing a similar amount of light.

Still have questions?

Email us at support@lucialiving.com.

• Email : Monday–Sunday, 9:00 AM–9:00 PM ET
• Email response time: Within one business day