FAQ – Frequently Asked Questions
Frequently Asked Questions
Everything you need to know before and after your purchase. Can't find your answer? Contact our team — we're available Monday–Friday, 9am–6pm.
Delivery & Lead Times
How long will my order take to arrive?
Orders are handled within 1–5 business days. Transit time is typically 8–12 business days depending on your location and the size of the fixture. You will receive tracking information by email within 24 hours of dispatch.
Do you offer free shipping?
Yes — we offer free shipping on all full-price orders. Shipping fees apply to sale items. We ship to the UK, EU, US, and Canada via Royal Mail, DHL, UPS, FedEx, and freight carriers.
What happens with large or heavy chandeliers?
Oversized fixtures ship via freight LTL on a lift-gate truck. The freight dispatcher will contact you to schedule a delivery appointment (Monday–Friday, in 4-hour windows). Please ensure the phone number on your order is reachable — missed appointments may result in storage fees charged to the customer. Delivery will be made to your driveway or kerbside.
Will I be charged customs or import duties?
For orders shipped within the United Kingdom, all applicable duties and taxes are handled by us. For orders outside the UK, customers are responsible for any local customs fees. We recommend checking with your local customs office before ordering.
What if my item is on backorder?
We'll notify you by email immediately if an item is out of stock, including the expected arrival date and any available alternatives. You may keep the order, switch to an alternative, or cancel at no charge before the item ships.
What should I do when my order arrives?
Inspect the packaging carefully before signing for delivery. If the carton shows damage, note it on the carrier's paperwork and contact us at support@chandelierslife.com immediately. If damage is severe, refuse the shipment, photograph it, and note "Carton damaged and refused" on the paperwork.
Installation & Mounting
Do I need a professional electrician to install my chandelier?
Yes — we strongly recommend professional installation by a qualified electrician, particularly for large or heavy fixtures.
Does ChandeliersLife cover installation costs?
Installation, removal, and reinstallation costs are the customer's responsibility and are not covered by ChandeliersLife unless required by applicable law.
Should I inspect the fixture before installation?
Yes — please inspect your fixture thoroughly before installation. Once a product has been installed, it is considered accepted in terms of appearance, finish, and dimensions. Installation also affects return eligibility.
What if a part is missing or damaged?
Contact us at support@chandelierslife.com within 48 hours of delivery with photos of the product, packaging, and shipping label. We will arrange replacement parts or an appropriate resolution promptly.
Returns, Refunds & Warranty
What is your return window?
You may request a return within 14 days of receiving your order. Returns must be authorised in advance — please email support@chandelierslife.com with your order number to begin the process.
What condition must the item be in to qualify for a return?
The item must be unused and uninstalled, complete with all original crystals, shades, bulbs, hardware, manuals, and accessories, in its original packaging, and free from scratches or signs of use. Items that have been wired into an electrical system or modified are not eligible.
Are there any restocking fees?
Approved returns of non-defective items may be subject to a Restocking & Quality Inspection Fee of up to 30% of the purchase price. The applicable fee will be confirmed during the return review.
Who pays for return shipping?
Unless the return is due to our error or a confirmed manufacturing defect, return shipping costs are the customer's responsibility. We recommend using a tracked and insured service.
Are custom or made-to-order items returnable?
No — bespoke, custom-made, or made-to-order products are not eligible for return unless defective. Sale items are also non-returnable.
How long does a refund take?
Once we receive your return, inspection takes up to 14 business days. If approved, the refund is issued to your original payment method.
Can I cancel my order?
Yes, if the order has not yet shipped. A £20 administration fee applies to all cancellations. For custom or made-to-order items, cancellation may not be possible once production has begun.
What warranty do your products carry?
All products are covered against manufacturing defects. Contact us at support@chandelierslife.com with photos and your order number. Items damaged through use, modification, or improper installation are not covered.
For full details, see our Return & Refund Policy.
Payment & Financing
What payment methods do you accept?
We accept all major credit and debit cards. Payment is authorised at the time of order and processed once your item is confirmed in stock and ready to ship.
Do you offer financing or buy now, pay later?
Yes — financing options are available for eligible orders. Visit our Financing page for full details on available plans and how to apply.
Do you offer a price guarantee?
Yes. See our Price Guarantee page for full terms.
Do you offer Cash on Delivery?
No — all orders must be paid at the time of purchase.
Still have a question?
Our team is here to help. Reach us at support@chandelierslife.com, call +44 20 3488 7646 (UK) or +1 224 401 1501 (US), or use our Contact form. We're available Monday–Friday, 9am–6pm.