Lighting FAQs

Our Lighting FAQs provide helpful answers about ordering, payment, shipping, delivery, returns, product quality, installation, and custom lighting orders. Browse the information below to learn more about shopping for wall lights, pendant lights, chandeliers, ceiling lights, and other lighting products at Liora Light.

Liora Light Support Center

Frequently Asked Questions

Your questions, answered.

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Ordering

Shipping

Products

Returns & Refunds

Custom Orders

Payment

About Us

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Ordering Shipping & Delivery Products & Quality Returns & Refunds Custom Orders Payment & Security About Liora Light

Ordering Lighting FAQs

01How do I place an order?

You can browse our full collection on the website and add items to your cart. Once you are ready, proceed to checkout and complete your payment. You will receive an order confirmation email within a few minutes. If you encounter any issues, contact us at support@liora-light.com and we will assist you directly.

02Can I modify or cancel my order after it has been placed?

We begin processing orders quickly to keep lead times short. If you need to modify or cancel, please contact us at support@liora-light.com within 12 hours of placing the order. After that window, production or dispatch may have already begun and changes may not be possible.

03How do I track my order?

Once your order ships, you will receive a tracking number by email. You can use this number on the carrier's website to monitor your shipment in real time. If you have not received tracking information within the stated processing window, please check your spam folder first — then reach out to us and we will look into it immediately.

04Do you offer wholesale or trade pricing?

Yes. We operate a dedicated trade partner program for interior designers, architects, hospitality developers, and retail buyers. Trade accounts receive:

Preferential pricing across all product lines
Priority production scheduling
Dedicated account manager support
Low minimum order quantities (from 10 units per SKU)

To apply, email support@liora-light.com with a brief description of your business and project type.

05What is the minimum order quantity (MOQ)?

For standard catalog products, there is no minimum — you may order a single piece. For custom or OEM orders, the minimum is typically 10 units per style, which is among the lowest in the industry for direct product sourcing and custom-order support. Contact us to confirm MOQ for any specific item or customization request.

Shipping & Delivery FAQs

01Where do you ship to?

We ship to selected international destinations. Enter your delivery address at checkout to confirm availability, rates, and the services offered for your location. If your destination is unavailable, contact support@liora-light.com before ordering.

02How long does shipping take?

Delivery timing includes order processing and carrier transit:

In-stock items: Usually processed in 1-3 business days.
Made-to-order or custom items: Usually require 2-4 weeks before dispatch; the product page or support team will confirm the estimate.
Carrier transit after dispatch: Usually 3-20 business days depending on destination and service.

All timeframes are estimates. Customs reviews, carrier conditions, and remote destinations may add time.

03Is shipping free?

We offer free standard shipping on most orders above a qualifying threshold. Expedited shipping is available at an additional cost calculated at checkout based on destination and package dimensions. Freight charges for very large or oversize fixtures will be quoted separately.

04My package shows as delivered but I cannot find it. What should I do?

This is usually a pre-delivery scan. Please wait one additional business day — packages frequently arrive the day after the "delivered" status appears. If it still cannot be located:

Check with neighbors or your building's front desk
Contact the carrier directly and request a formal trace on the shipment
Email us at support@liora-light.com with your order number and the carrier trace reference

All lost-package claims must be submitted within 7 days of the delivery date to be eligible for resolution.

05My item arrived damaged. What should I do?

We are sorry to hear that. Please take clear photos and/or a short video of the damaged item and its packaging, then contact us at support@liora-light.com within 48 hours of delivery with your order number and the evidence. We will review your case promptly and offer one of the following resolutions:

Free replacement of the damaged component or full fixture
Partial credit toward your next purchase
Full refund

Claims submitted after 48 hours may not be eligible for a full replacement, so please check your items upon arrival.

06Are there any import duties or customs fees?

Import duties and customs fees are the responsibility of the recipient and are determined by your country's customs authority. We are unable to predict or control these charges. We recommend checking with your local customs office before ordering if you are concerned about potential import fees. All our shipments include full commercial invoices and certificates of origin to streamline customs clearance.

Products & Quality FAQs

Are all products UL, ETL, DLC, CE, SAA, or IEC certified?

Certification and compliance vary by product, configuration, and destination market. Check the product page or request the applicable certificate number and scope from support@liora-light.com before ordering. Liora Light does not represent every product as certified.

02Do the products include bulbs?

This varies by product type. Fixtures with integrated LED light sources have the LEDs built in — no separate bulb is required. For fixtures that accept replaceable bulbs, the product page will clearly indicate the required base type (e.g., E26, E12, G9, GU10) and maximum wattage. Bulbs are generally not included unless explicitly stated in the product listing.

03What is the lifespan of your integrated LED fixtures?

Our integrated LED fixtures are engineered for long-term performance, typically rated between 30,000 and 50,000 hours. Under normal household use at 8 hours per day, this translates to approximately 10–17 years of operational life before any meaningful reduction in light output.

04Can the LEDs in an integrated fixture be replaced?

In most integrated LED fixtures, the LED modules are sealed components and are not designed for consumer replacement. This is standard across the industry for integrated units. However, given their 30,000–50,000 hour lifespan, replacement is rarely needed within the normal ownership period. If you have a specific concern about a product, contact us before purchasing and we can advise accordingly.

05Are your products compatible with dimmer switches?

Dimmability varies by product. The product page will indicate whether a fixture is dimmable. For dimmable fixtures, we recommend using a TRIAC LED-compatible dimmer switch. Using an incompatible dimmer may cause flickering or reduce the lifespan of the LED source. If you are unsure, contact us with the product name and your dimmer model for specific guidance.

06What materials are used in your fixtures?

Our product range covers a wide variety of premium materials, including:

Hand-blown and mouth-blown glass
Brushed and electroplated metals (brass, steel, iron, copper)
Natural rattan and bamboo
Ceramic and day-fired clay shades
Alabaster stone
Engineered resin and acrylic
Leather cord and textile elements

Each product page lists the specific materials used. For custom orders, we can work with your preferred specifications.

07Do you offer a product warranty?

Yes. All Liora Light lighting fixtures come with a 1-year warranty covering manufacturing defects in materials and workmanship. This warranty does not cover damage resulting from improper installation, misuse, or normal wear. If you experience a defect within the warranty period, contact us with your order number and photos of the issue and we will arrange a replacement or refund.

08Are your products suitable for outdoor use?

Some of our fixtures are rated for outdoor installation. Outdoor-suitable products are marked with their IP (Ingress Protection) rating on the product page (e.g., IP44 for splashproof, IP65 for weatherproof). Please do not install an indoor fixture in an exposed outdoor environment — this may void any warranty and create a safety hazard. If you are unsure, contact us before purchasing.

Returns & Refunds FAQs

How long do I have to return an item?

Eligible items may be returned within 30 days under the conditions in the official refund policy.

How do I start a return?

Contact support@liora-light.com before sending an item back. The support team will confirm eligibility and provide the return instructions.

03Who pays for return shipping?

Return shipping costs depend on the reason for the return:

Our error (wrong item, defective product, shipping damage): We cover all return shipping costs at our expense.
Customer preference (changed mind, incorrect size ordered): The customer is responsible for return shipping costs.

We will provide the exact return address and carrier instructions once your return is approved.

04How long does a refund take?

Once we receive and inspect your returned item, we will process your refund within 5–7 business days. The refund will be issued to your original payment method. Please allow additional time for the amount to appear on your statement, depending on your bank or card provider (typically 3–5 additional business days).

05I received the wrong product. What should I do?

We sincerely apologize for the error. Please contact us at support@liora-light.com within 48 hours of receiving your order, including your order number and a clear photo of the item you received. We will arrange prompt dispatch of the correct product and provide a prepaid return label for the incorrect item — entirely at our expense.

06How do I exchange an item?

The most efficient way to exchange is to return the original item for a refund and place a new order for the item you want. This ensures the fastest possible turnaround. Contact us at support@liora-light.com to initiate the return and we will guide you through the process.

Custom Orders FAQs

01Do you offer custom sizes, finishes, or configurations?

Yes — custom orders are a core part of what we do. We offer full customization across:

Dimensions: Custom heights, widths, and drop lengths
Finishes: Custom plating, powder coat colors, and patinas
Materials: Alternative shade materials, cord colors, and hardware
Cord & chain length: Bespoke hanging lengths for high ceilings
Electrical: Voltage/frequency specifications for any market

Email your requirements to support@liora-light.com before placing an order so we can confirm feasibility and pricing.

02Can you produce OEM / private label products?

Absolutely. We have an established OEM/ODM program for retailers, designers, and distributors who wish to sell lighting under their own brand. This includes:

Custom product design developed from your brief or sketch
Branded packaging and labeling
Exclusive designs not sold to other clients
Product-specific compliance documentation when a verifiable certificate number and scope are available

03How long does a custom order take?

Timeline depends on the complexity of the customization:

Minor modifications (size, color, cord length): 15–20 business days
New design development with samples: 25–40 business days
Full OEM production run: 30–50 business days after sample approval

We will provide a specific production schedule with milestones once we confirm your order details.

04Can I request a sample before placing a bulk order?

Yes, we strongly encourage sampling before bulk commitment. Samples are available for all standard and custom products. Sample lead time is typically 7–15 business days from order confirmation. Sample costs are charged at a standard rate, which is fully credited against your subsequent bulk order above a qualifying quantity.

Payment & Security FAQs

01What payment methods do you accept?

We accept the following payment methods:

Major credit and debit cards (Visa, Mastercard, American Express)
PayPal
Bank wire transfer (T/T) — preferred for large or bulk orders
Trade finance and letter of credit arrangements (for qualified accounts)

Credit card is recommended for consumer orders as it provides the most straightforward chargeback protection.

02Is my payment information secure?

Yes. Our website is secured with SSL/TLS encryption, and all payment transactions are processed through PCI-compliant payment gateways. We do not store your card details on our servers. For additional peace of mind, credit card purchases are generally eligible for chargeback protection through your card issuer within 180 days of the transaction if a dispute arises.

03Do you charge sales tax?

Sales tax applicability depends on your location and local regulations. Any applicable taxes will be clearly displayed at checkout before you confirm your payment. Prices shown on product pages are exclusive of tax unless otherwise stated. For international orders, local VAT or GST in the destination country is separate and is the buyer's responsibility.

04I was charged incorrectly. How do I resolve this?

If you believe you have been charged an incorrect amount, please contact us immediately at support@liora-light.com with your order number and the details of the discrepancy. We will investigate and issue any correction within 3–5 business days. We always recommend resolving billing issues directly with us first, as this is the fastest path to resolution.

About Liora Light

01Who is Liora Light?

Liora Light is a premium lighting brand backed by a registered legal entity headquartered in Henglan, Zhongshan, Guangdong, China — the world's recognized capital of lighting production. We design, manufacture, and export lighting fixtures to customers in available international markets, serving interior designers, hospitality developers, retail buyers, and homeowners globally.

Our operations are registered for domestic manufacturing and international import/export trade under applicable Chinese law and international trade regulations.

How can I contact Liora Light?

Email support@liora-light.com or call +86 175 0760 1417 for product, order, shipping, return, and project support.

03Are your products compliant with U.S. safety regulations?

Certification and compliance vary by product and configuration. A North American compliance claim applies only when the product page or support team can provide the applicable certificate number and scope. Always follow the installation instructions and consult a licensed electrician.

04Do you work with interior designers and commercial clients?

Yes — trade and commercial clients are a significant part of our business. We have successfully completed projects for boutique hotels, residential developers, commercial office fit-outs, hospitality groups, and design studios worldwide. If you represent a business or professional practice, contact us to discuss trade account pricing, custom sourcing, and project-specific support.

05I still have a question not covered here. How do I get help?

We are happy to help with anything not covered above. Simply email us at support@liora-light.com with your question and we will respond within 24–48 business hours. For the fastest response, please include your order number (if applicable) and as much detail as possible about your inquiry.

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Still Have Questions?

Our team responds within 24–48 hours

support@liora-light.com

Phone / WhatsApp

+86 175 0760 1417

Office & Factory

Henglan Town, Zhongshan,
Guangdong, China 528478

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