Aurorae Lighting - Frequently Asked Questions

Absolutely. All our fixtures with hanging cords are fully adjustable, allowing you to customize the height to perfectly suit your ceiling and space. This ensures a flawless installation, whether you have high ceilings or need a lower-hung statement piece.

Yes, the safety and quality of our products are paramount. Our lighting fixtures are UL Listed, meeting the highest industry standards for safety and performance in North America.

Yes, the majority of our chandeliers and pendant lights are compatible with sloped ceilings. The flexible hanging cords and mounting hardware are designed to adapt to various angles, ensuring your fixture hangs beautifully straight. Please check the "Specifications" tab on the product page for confirmation.

Yes, we specialize in creating bespoke lighting solutions. Nearly all our fixtures can be customized in terms of size, finish, or cord length to meet your project's unique requirements. Please contact us with your specifications, and our design consultants will be delighted to assist you.

A wide selection of our lights are dimmable, allowing you to create the perfect ambiance. To confirm if a specific fixture is dimmable, please refer to the product description page. Note that a compatible dimmer switch and dimmable bulbs are required to utilize this feature.

Yes, all our lighting fixtures ship complete with the necessary high-quality, energy-efficient LED bulbs, so your new light is ready for installation right out of the box.

Certainly. Our lighting is designed and built to a commercial-grade standard, making it perfect for restaurants, hotels, retail spaces, and offices. We can accommodate large-volume orders and offer specialized support for commercial projects. Please visit our Trade Program or Contact us to discuss your needs.

We proudly support design professionals. You can apply for our Trade Program by submitting your business information. Upon approval, you'll receive a unique discount code for exclusive pricing on all orders. For immediate assistance or special project pricing, feel free to contact our customer service team.

We offer several ways to save, including seasonal Promotion Codes, our exclusive Trade Program for professionals, and Wholesale Pricing for bulk orders. You can find all current offers on our Promos page.

For your convenience, we accept all major payment methods, including Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and UnionPay. For large-scale orders, we can also accommodate payment via bank transfer.

Please contact our Customer Service team as soon as possible if you need to request a change or cancellation. While we cannot guarantee modifications once an order is in processing, we will do our absolute best to accommodate your request. Please note that custom orders and large-scale project orders may not be eligible for cancellation once confirmed.

You can add specific instructions or requests in the "Order Notes" field on the cart page before you proceed to checkout.

We are committed to fair and stable pricing. The price of any item you purchase from us is guaranteed not to increase for at least six months, excluding specific, time-limited promotional events.

Yes. If you prefer to place your order with the assistance of one of our lighting specialists, please contact us via email or our online chat. We will be happy to guide you through the process and create an order for you.

Our design and manufacturing workshop is based in Hong Kong, and all our fixtures ship directly from there to ensure quality control and efficient handling.

Delivery times consist of two stages. For standard, in-stock items:

• Order Processing Time: 1 - 4 business days.
• Standard Shipping Time: 7 - 25 business days.
• Expedited Shipping Time: 2 - 6 business days.
• Custom Orders: Production and delivery times vary based on complexity. We will provide you with a detailed schedule upon order confirmation.

Once your order has shipped, you will receive an email notification containing your tracking number and a link to the carrier's website (FedEx or UPS). Please allow 24-36 hours for the tracking information to become active.

We are pleased to offer complimentary standard shipping on all orders over $400. For orders under this amount, a flat shipping fee will be calculated at checkout. Please note that for certain remote areas, a shipping surcharge may apply.

Yes! If you need your order sooner, we offer expedited shipping via UPS or FedEx for most in-stock items. This service accelerates both processing and transit times. Please contact us with the items you wish to order, and we will provide a quote for the expedited shipping fee.

We ship to most major countries in North America, Europe, Asia, and Oceania. For a detailed list, please review our Shipping Policy page. If your country is not listed, please email us at info@auroraelighting.com and we will do our best to arrange a delivery.

Yes, we do ship to these locations. Due to carrier surcharges, an additional shipping fee will be required. This will be calculated and communicated to you for approval.

Taxes are not included in the item price. Based on our experience, orders shipped to the United States typically do not incur customs duties. For orders to Canada and Europe, import duties and taxes may be assessed by your local customs authority. The buyer is responsible for any applicable fees.

We want you to love your new lighting. We offer a 30-day return window from the date of delivery. If you are not completely satisfied, you can return the item for a refund or exchange. For more details, please see our full Return Policy.

We take great care in packaging our products, but in the rare event that an item arrives incorrect, damaged, or defective, please contact us within 48 hours of delivery. To help us resolve this quickly, please provide photos of the issue. We will arrange for a replacement to be sent to you as soon as possible at no cost.

Aurorae Lighting covers the shipping costs to deliver the items to you. For standard returns (unrelated to product defects or our error), the buyer is responsible for the return shipping costs. Items must be returned in their original packaging to the address we provide.

No. We do not charge any restocking fees for returned orders.

We stand behind the quality of our craftsmanship. All our lighting fixtures are covered by a comprehensive 4-year warranty from the date of purchase, protecting you against manufacturing defects.

Yes, we understand the timelines of building and renovation projects. We can often extend the start of the warranty period to align with your project's completion date. Please inform us of this requirement in your order notes or by contacting our team.

To ensure a smooth project, we strongly recommend that you wait until you have received and inspected your lighting fixtures before scheduling your electrician or starting installation. While we work diligently to resolve any issues with damaged or defective items, Aurorae Lighting is not responsible for labor costs or project delays.