Frequently Asked Questions
Orders
How do I find my order number?
Your order number is included in the confirmation email sent to you after your purchase. If you cannot find it, please check your spam folder or contact us at hello@stoneandlumen.com and we'll get back to you soon.
Can I cancel or update my order?
We process orders quickly to ensure timely delivery. To cancel or update an order, contact us immediately at hello@stoneandlumen.com.
Once the order is processed or shipped, modifications may not be possible.
Can I change my shipping address?
Address changes are only possible if the order has not yet been processed.
Contact us at soon as possible with your updated information before the order has been shipped out.
Regardless, our team is here to help and we’ll make every effort to get your request taken care of.
How can I track my order?
Once your order ships, a confirmation email with tracking details will be sent to you.
You can use the tracking link to monitor your shipment's progress.
If you haven’t received your tracking link within 4 business days, just reach out to us and we’ll gladly provide you with the details.
What is your policy on returns and exchanges?
We offer a 30-day return window if you change your mind after receiving your order.
For exchanges, simply send your item back and place a new order for the piece you’d like instead. For more details, see here.
Are you able to customize products?
Yes, we are able to customize certain products.
If you’re interested in a specific size, finish, or adjustment, please email us with your request+the product name and our team will let you know what’s possible.
Shipping
Where do you ship?
We offer Free Worldwide Shipping to 90+ countries. You’ll see right away if we can deliver to your location at the checkout page.
We are a Canadian company based in Montréal, QC, with fulfillment centers in the United States, United Kingdom, Dubai, and China.
You order will be shipped from our fulfillment center closest to your location or depending on the availability of inventory.
What are your shipping options?
We offer FREE WORLDWIDE SHIPPING to 90+ countries.
Depending on your location, deliveries are handled by our shipping partners such as DHL, FedEx, USPS, Canada Post or Royal Mail.
How long does delivery take?
Delivery times are typically 10-15 days to the United States & Canada, depending on your location once the order is shipped.
Deliveries to the EU, the United Kingdom, Australia, and New Zealand take approximately 12-18 days, depending on your region and local customs clearance.
All other countries require a delivery time of 20-25 business days.
Will I be charged duties and taxes?
Our prices already include any standard customs duties and taxes, so in most cases you won’t need to pay anything extra on delivery.
On very rare occasions, local customs offices may apply additional fees or delays. If that happens, just send us the receipt and we’ll reimburse you for the charges.
Is a signature required upon delivery?
Yes, we may require a signature for high-value shipments to ensure secure delivery.
Warranty & Care
Does your lighting fixtures come with a warranty?
Yes, every product comes with a 1-year complimentary warranty. Your purchase is automatically covered from the day it arrives, so you can shop with confidence. If anything goes wrong due to a manufacturing defect within the first year, we’ll repair or replace the item at no cost to you.
Our goal is to make sure you enjoy your lighting without worry, so if you run into any issues, simply reach out to us and we’ll take care of it.
Does your warranty cover lost or stolen pieces?
Our warranty does not cover lost or stolen items, normal wear from everyday use, or cosmetic marks that do not affect function.
It also doesn’t apply to damage caused by improper installation, storage, or handling, or to modifications made outside of our team.
Returns & Refunds
What is your return/exchange policy?
We want you to love your lighting. If something isn’t quite right, you can return your order within 30 days of delivery. Just be sure the item is in its original condition and packaging so it makes the journey back safely.
Please note that sale and custom pieces are final sale and can’t be returned or exchanged.
When will I get my refund?
Refunds are typically processed within 10 business days after we receive and inspect your return.
Please allow additional time for your bank or credit card provider to process the refund.
Can I return an item I purchased on sale?
Unfortunately, sale items are final and not eligible for returns or exchanges.
European Union 14-day Cooling Off Period -
If your order is being delivered within the European Union, you’re entitled to cancel or return it within 14 days of receiving it, no explanation needed.
To qualify, the item must be in the same condition you received it and accompanied by proof of purchase.
What should I do if my order arrived damaged or incomplete?
Please contact us immediately at hello@stoneandlumen.com with your order number and photos of the issue.
We’ll resolve it promptly by offering a replacement or refund.
