FAQ

Practical answers for ordering and caring for your lighting. For complete terms, read our Shipping Policy and Return & Refund Policy.

Orders

Can I cancel my order?

You may request cancellation at no charge before production begins. Contact us promptly so we can confirm the actual production status; eligibility is not determined by a two-hour deadline or an order status label alone. Once production has started, cancellation is subject to our review. If approved, only reasonable production losses already incurred and not recoverable may be deducted. We will explain the amount and its basis before cancellation is finalized. After dispatch, requests are handled under the applicable return rules.

Which payment methods can I use?

Use the payment options displayed at checkout for your order. Available methods can vary by checkout and eligibility.

Shipping & Delivery

Where do you ship, and is shipping free?

We offer free standard shipping on all orders to the 48 contiguous U.S. states and Washington, D.C., with no minimum purchase. Alaska, Hawaii, Puerto Rico and other U.S. territories are outside our regular delivery area.

How long will production and delivery take?

For standard smaller lighting fixtures, processing and production typically take 3–7 business days in total. Processing and production are the same stage, not two consecutive periods. For larger fixtures, contact us for an estimate for the specific design. Shipping typically takes approximately 35 business days after actual dispatch. Production and shipping are separate stages; delivery dates are estimates, not guarantees.

How do I track my order?

Tracking information is sent by email after shipment. You can also visit our order tracking page. If tracking is unavailable or not updating, email us with your order number.

Can I change an incorrect delivery address?

Contact us as soon as possible. We will check whether a correction is still possible. Changes after dispatch cannot be guaranteed.

What if tracking says delivered but I have not received it?

If tracking shows your package as delivered but you have not received it, check the delivery location, household members, neighbors and any collection point, and contact the carrier. Also contact Verolamps with your order number and tracking details. We will assist in investigating, including seeking delivery records where available. The next steps depend on the findings and applicable requirements; a delivered scan alone does not automatically close your request.

Returns & Refunds

Can I return a standard fixture?

Request a return for an eligible standard item within 30 days of delivery. For a return unrelated to a defect or shipping damage, the item must be unused, in its original condition, with its original packaging and all parts. Customers pay return shipping for these returns. We do not charge a restocking fee.

Are customized and clearance items returnable?

Contact us before ordering to confirm the requested specifications, feasibility, price and production schedule. Customized or personalized items, and items expressly identified as final sale or clearance before purchase, are excluded from ordinary change-of-mind returns. This does not exclude remedies for defects or shipping damage, or rights required by applicable law. A standard fixture made after an order is placed is not automatically a personalized or custom product.

How do I request a return?

Email info@verolamps.com with your order number and reason. Wait for approval and return instructions before sending the item. Do not send a return to the business address without instructions.

When will my refund arrive?

After the returned item is received and inspected, we will email the decision. Approved refunds are initiated to the original payment method within 10 business days (Monday–Friday) after approval. Bank or payment-provider posting can take additional time.

Damage & Missing Parts

What should I do about damage, defects, an incorrect item or missing parts?

If an item arrives damaged, defective, incorrect or with missing parts, contact us with your order number, a description and clear photos of the item and packaging. Keep the packaging while the issue is reviewed. For an item damaged or defective on arrival, request assistance within 30 days of delivery; opening the packaging for inspection does not remove eligibility for a full refund or replacement. We will review missing-part and incorrect-item requests and confirm the appropriate next steps. The customer-paid return shipping rule for change-of-mind returns does not apply to items received damaged or defective. Applicable rights are preserved.

Warranty & Product Care

What after-sales support is available?

Contact us about product issues or replacement-part needs with your order number, details and photos. We will review the issue and advise on an appropriate solution. Check any warranty information supplied for the specific product; this FAQ does not create a separate fixed-term or lifetime warranty. Your applicable rights remain available.

How should I care for my fixture?

Follow the care and safety instructions supplied for the specific fixture. Ask us for guidance if instructions are missing or the material or finish needs special care.

Installation & Product Details

Will the light work with my electrical supply?

Check the voltage and light source listed for the individual fixture. Ask a qualified electrician to confirm compatibility. Contact us before purchase if the required specification is missing.

Is professional installation required?

Installation and mounting requirements vary by fixture. We recommend a qualified electrician, following the supplied instructions and local requirements.

Custom Lighting

Can I request a different size, finish or configuration?

Send us the product link, requested measurements and preferred finish. Available adjustments vary by design. Confirm feasibility, specifications, price and production arrangements with us before placing a custom order.