FAQ
- What if I have a problem?
If you have a problem, no matter how big or small. We are here to help you, please send an email to support@lomance.com and we will get back to you as soon as possible.
- What payment methods are accepted?
We accept payments via Visa, PayPal.
- Do I need an account to place an order?
No, you can choose to check out as a guest by selecting "Guest Checkout". However, it's easier to arrange returns if you have an account and track your order.
- Do you offer a price match guarantee?
If you find one of our products elsewhere for a lower price, we'll do our best to match it. To get a price match, please contact us via our contact form before placing your order.
- When will my order be shipped?
We will make every effort to ship within 14 working days from the date of purchase. If your order is urgent, please call us for current stock availability and confirm the current delivery time before shipping, if the item is not in stock at the time of purchase. Inventory orders placed and paid in full before 8am on these ship days will ship within 3 days. Excludes public holidays.
- The shipping methods we will provide (including but not limited to the following)
1. Worldwide Postal Shipping (EMS)
2. Standard commercial express (UPS, FedEx, DHL, etc.)
3. The third-party freight forwarding company (commercial express company partner) transports to the destination.
After the goods are shipped, we will email you the courier name and tracking number. Using this tracking number, you can view a tracking summary that lists delivery information captured at various scanning points during your item's transit.
- When will I receive my order?
From order to delivery, most orders are received within 4-8 weeks. Add days to custom orders.
In light of the current pandemic, please note:
We are doing our best to deliver orders within our usual lead times, but please be aware that some orders may take longer due to reduced capacity at our warehouses and carriers. We apologize for any inconvenience this may cause. If you have any questions, please feel free to email a member of our customer service team.
- How do I assemble the product?
Complete assembly instructions are provided in the box of each product. Whether these regulations require an electrician or multiple people to assemble.
It is recommended that lighting fixtures be installed by professionals. In no event shall we be responsible or liable for mishaps and/or accidents that may occur due to improper use and/or installation of our products.
- I received a damaged product. What should I do next?
We will do our best to ensure that your order is intact. However, if your order arrives damaged, please notify Customer Service at support@lomance.com within 48 hours of receipt and provide photos that clearly show the damaged item and/or packaging. There will be no exceptions for shipments to worksites or warehouses. If you find external damage to the box, file a claim with the delivery driver upon receipt. In the event of damage, lomance may, at its sole discretion, replace one or more of the damaged components, or the entire fixture.