Ordering
Is everything in stock?
No, and deliberately so. The Luccio line is held in stock and ships within days. Everything else is built by our supplier after you order, in the finish and size you choose, and ships from their facilities. Where a product page gives its own lead time, that time is the one that applies.
Who actually makes these?
We are a retailer, not a manufacturer. Most of our catalogue is sourced from Radilum, a lighting manufacturer and exporter, and orders are fulfilled and shipped from their facilities. The Sourcing and Suppliers page explains this in full, including where our product specifications and photography come from.
Delivery
How long will my order take?
On average, around a month. The full window is 25 to 40 business days, roughly 5 to 8 weeks, made up of two stages: up to 20 business days handling, while the piece is built, checked and packed, and up to 20 business days transit with the carrier. That window is the outside case rather than the expectation.
Is anything faster?
Yes. The Luccio line is held in stock, so it is dispatched within 3 days and arrives within 10 business days, about 2 weeks, wherever you are.
Is it different depending on where I am?
No. The same windows apply to Canada, the United States, the United Kingdom and Australia.
What does shipping cost?
Nothing. Shipping is free everywhere we ship, with no minimum order. Orders ship internationally from our supplier's facilities.
Will I pay duties or customs charges?
Possibly. Orders ship internationally, so the destination country may apply import duties or taxes. These are set by that country, are not included in the price you pay us, and are your responsibility as the recipient.
Why does handling take that long on a made to order piece?
Because the piece does not exist yet when you order it. It is built to your finish and size, then checked and packed for stone and glass, which does not survive a casual box.
When do I get a tracking number?
When handling ends and the piece is dispatched. Before that there is nothing to track, because nothing has been handed to a carrier.
Returns
Where do returns go?
To our supplier's facility in China, not to Canada. We do not hold stock in North America, so a returned piece travels back to where it was shipped from. Our Toronto address is for correspondence, not for returns. Please read this and the next answer before you order.
Who pays return shipping?
On a change of mind return, you do, and because the return is international the cost is substantial. On a lighting fixture it commonly runs into the hundreds of dollars, and on a smaller or lower priced piece it can approach or exceed what you paid. We do not deduct it from your refund, and we will give you the destination address and declared value so you can get a real quote before you commit to anything.
If the piece is faulty, damaged in transit, or not what you ordered, we cover the return in full, and often we will not ask you to ship it back at all.
What if the return costs more than the item?
Tell us. Depending on the piece we can sometimes agree a partial refund and let you keep the item. We would rather do that than have you freight a fixture across the world.
What is the return window?
Ten days from the day you receive the piece, whatever your reason. The part that matters is that the return needs to be on its way back inside those ten days, not simply flagged with us on the tenth.
Can I return a made to order piece?
Yes, on the same terms as anything else.
Is there a restocking fee?
No.
Do I get a refund or a store credit?
A refund, to your original payment method.
How long does the refund take?
Up to 20 days from the day your return reaches our supplier, including the time your bank or card issuer takes to post it.
What if it arrives damaged or faulty?
Tell us within the same ten days, and contact us before sending anything back. What changes on a damaged or faulty piece is who pays the postage and what you get back, not how long you have to tell us.
Can I cancel instead?
Yes, and it is far cheaper than returning. Before the piece enters production we cancel and refund in full. Write to us as early as you can.
How do I start a return?
Contact us first. Do not ship anything back before you have heard from us, because a parcel sent to our supplier without a reference number can be refused at customs.
The pieces themselves
Will my stone look exactly like the photograph?
Not exactly, and that is not a defect. Alabaster, travertine, onyx and marble are cut from natural blocks, so veining, colour and translucency vary from piece to piece. The photograph shows the design, not the specific stone you will receive. Some pieces use glass or composite made to resemble stone, and the product page says so.
Where do the specifications come from?
From our supplier. Dimensions, materials, wattage and electrical details are provided to us and published as given. If a figure is critical to your installation, ask us before ordering and we will confirm it with them in writing.
Are the fixtures electrically certified?
We do not claim any certification unless the certificate and file number appear on the product page. If you need a certified fixture for an inspected installation, write to us with the model before ordering and we will tell you what documentation exists.
Still stuck?
We answer 10am to 6pm Eastern, seven days a week.