FAQ
General Information
- Who is Lomance?
Lomance is a leading designer and retailer of high-quality lighting solutions, offering a wide range of modern, contemporary and timeless lighting products. We offer a wide range of products from home lighting to commercial and industrial lighting. We focus on bringing unique designs to your home or business, providing products that are both functional and artistic.
- Where is Lomance headquartered?
Lomance is an international company with operations around the world, and our products are shipped from a Chinese warehouse, ensuring fast and reliable delivery to customers. Our headquarters are located in Guzhen Town, China.
- Where are Lomance products made?
Products are all made in China.
- When will you launch more works?
Products in the online store are limited and exclusive editions. There is no guarantee that they will eventually be ordered again.
Orders
- I can't complete my purchase, what should I do?
a.If you can't checkout or the "Place Order" button doesn't work, please consider the following suggestions:
b.If your checkout is a little grayed out, it usually means that you may be missing some information.
c. If this doesn't resolve your issue, using a different device/browser may help. Our website is designed to be compatible with Internet Explorer, but sometimes certain aspects of the checkout won't display or work properly if you're using an older version of Internet Explorer.
- You can also try using PayPal to checkout and see if that helps.
Finally, here are some proven solutions that may resolve the issue:
a. Clear your browser cache.
b. Make sure your web browser is up to date and has JavaScript enabled.
c. Try a new web browser (we recommend Google Chrome or Firefox).
d. Temporarily disable any antivirus software or ad blockers you're running Refund Policy.
If you're still having issues, please use the "Contact" link at the top of the page and we'll investigate further.
- My credit card was declined. What should I do?
If your credit card was declined, please consider the following suggestions:
a. You've reached your credit limit
b. Verify payment information (credit card number, expiration date, or security code)
c. If you're still having issues, please consider using another payment method or use the "Contact" link at the bottom of the page.
- How do I place an order?
Placing an order with lomance is simple and secure. Simply follow these steps:
a. Browse our collection and select the items you want.
b. Add the product to your shopping cart.
c. Proceed to checkout where you will enter your delivery details and select a payment method.
d. Confirm your order and wait for a confirmation email with tracking details.
- How do I know if my order has been successfully placed?
If you have placed an order, we will send a confirmation email to the email you provided.
This includes the order number - this is your reference number (four digits) if you have any questions about your order.
Please check the order summary to confirm that your order information is correct and save the email as a receipt of purchase.
Also, if you have an account, you can check the status of your order under the "My Orders" section of your account profile. If you do not receive an email within 24 hours, please check that your email address is correct before checking your spam or contacting our customer service.
I have placed an order but have not received a confirmation yet. What should I do?
Please check your spam folder as the confirmation email may be mistaken for spam and end up there. Order confirmation should be sent immediately, but there may be a delay. If you have not received any information after 24 hours, please contact us so that we can check if everything is OK with your order.
- What payment methods do you accept?
For your convenience, we accept the following payment methods:
You can pay with PayPal or use a compatible credit card shown in the checkout page.
- Order Status Terms?
The following terms indicate the status of an order:
Pending: The order is not yet complete and is awaiting payment. Once payment is received, we will confirm and start processing the order within 24 hours.
Processing: The order has been paid. We are preparing the product, checking the quality and packing it for shipment.
Completed: The order has been sent to the shipping address provided by the customer, including the package is on the way or has been delivered.
Cancelled: The order has been canceled.
Closed: The order has been returned and refunded.
- How do I check the status of my order?
To check the status of your order, please follow the steps below:
Log in to your account by clicking the "Log In" link in the upper left corner of any page.
You will then be able to view all your orders and their current status on the Account - My Orders page.
By clicking on the "View Orders" link to the right of the order number, you can view an order summary and a detailed order status history.
If you do not have an account, you will receive an email once your order has been shipped. If you would like to check what has happened, please feel free to contact our customer service.
- How do I get and use a discount code?
You can enter your discount code on the checkout page
- I need to receive an invoice. What should I do?
If you need an invoice, you can request one on the checkout page during the purchase process.
- How do I change or cancel my order?
Yes, you can cancel or modify your order within 12 hours of placing your order. Please contact our customer service team via email at support@lomance.com as soon as possible. After 12 hours, your order may have been processed and changes may not be possible.
Please note that custom items and furniture items can only be cancelled within 12 hours of payment confirmation. If you refuse delivery for any reason without our consent, you will be subject to penalties, including but not limited to additional shipping and handling charges.
- I have cancelled my order. When will I receive my refund?
It only takes a few days or even less for customers to receive their refunds. Many banks (especially debit cards) will hold the authorization for 48 hours so that the supplier can submit the authorization.
- Can I change the shipping address after placing an order?
Before submitting the order, please check your shipping information carefully to ensure accuracy. The shipping address cannot be changed online after placing the order. Please check the order status first if needed.
a. Pending: You can ignore it and place a new order.
b. Processing: Please contact customer service as soon as possible to modify it.
c. Completed: Depends on the carrier's service. Some carriers charge an additional fee to provide address change services. Considering all this, we still understand that sometimes you want us to try it, so you can contact a sales assistant to confirm the possibility.
Please note that the country cannot be changed, success or failure depends on the carrier, and the additional address change fee will be borne by the customer.
If unfortunately, the carrier that delivers your order does not provide address change services, please try to receive your order at the original shipping address, or contact the carrier directly for help. If the address is completely invalid, the package may be destroyed or returned to the sender. In this case, you will be fined, including but not limited to additional shipping and handling fees.
We do not guarantee any changes until you receive confirmation from our sales assistant department.
- How do I specify my special requirements for my order?
If you have any requirements for our products, or any requirements for shipping, please contact us.
First, please contact our sales assistant to check feasibility before placing an order. If feasible, our sales assistant will guide you to place an order.
If you have placed an order but have special requirements, please also contact our sales assistant to check feasibility. If feasible, we will arrange it. If not, you also have the right to modify or cancel the order before shipment and get a full refund.
- How secure is your website?
Our website uses Secure Sockets Layer (SSL) technology, which is an approved industry standard to provide you with a secure transaction connection.
In addition, we use PayPal and Visa to provide you with flexible and secure payment methods.
We recommend that you choose Paypal payment, Paypal buyer protection policy, how to use Paypal payment, you can click Paypal.com.
Product FAQ
- Who is the manufacturer?
lomance is a first-hand lamp manufacturer.
Our products are sourced directly from Chinese OEM manufacturers, which is why we can offer such low prices and high quality assurance. The manufacturers we work with produce products for retailers and companies all over the world, even for some big brands.
- Where are the products made?
All lomance.com products are made in China by OEM manufacturers. We conduct technical and quality controls several times before the products are delivered to our customers to ensure that they meet the highest standards.
- What materials are your products made of?
Our products are made from a variety of high-quality materials, including glass, metal, wood and crystal, depending on the design. Each product page contains specific details of the materials used.
- Is the lighting compatible with my country?
Yes, we offer lamps and accessories that are suitable for the voltage in your country.
- Is the product easy to install?
Yes, all our lighting fixtures come with detailed installation instructions and the necessary hardware. However, for more complex installations or to ensure safety, we recommend professional installation.
- Do your products have a warranty? How long is the warranty period?
The warranty period is two (2) years from the date of initial purchase from lomance.com and is valid only if the product is used in accordance with the product's user manual and technical specifications. It covers defects in materials and workmanship under normal use. Please note that this warranty does not cover damage caused by improper installation, misuse or accident.
Shipping & Delivery
- Which countries do you ship to?
lomance ships to various regions around the world, including North and South America, Europe, Asia, Africa, Oceania, etc. We use the services of major, trusted international carriers to ensure that your package arrives at its destination safe and sound.
- How can I estimate the delivery date?
Pre-order: You can find an estimated delivery date description on each product page.
After your order: Visit Account - My Orders for the latest order status. Once we ship, we will send you a shipping notification email with tracking information.
Please note: We usually do not ship on weekends or holidays.
- What if my order shows as delivered but is actually lost?
There are some steps you can take, preferably within 36 hours of the item showing as delivered:
1. Confirm your shipping address.
2. Check your mailbox and other entrances to your home.
3. Check with other people in your home or neighbors to see if anyone has accepted the package.
4. Check around your home for delivery attempt notifications.
5. Contact the carrier (FedEx, UPS, etc.) and provide your tracking number to file a claim.
6. Sometimes the carrier will notify you of the delivery before it arrives, so we recommend waiting 36 hours.
If more than 36 hours have passed since you received the delivery notification, please contact our customer service with the claim number for further assistance. If the shipment is confirmed to be "lost", we will be responsible for re-shipping or refunding at your option.
- What should I do if my shipment is severely delayed?
Please contact both the carrier and our customer service for investigation. If it is confirmed that there is an abnormality (such as the package is lost) or the delay will continue for a considerable period of time, we will be responsible for re-shipping or refunding at your option.
- What if there is damage during transportation?
Please contact the carrier and our customer service for investigation. If the item is confirmed to be damaged, we will retrieve the package and be responsible for re-shipping or refunding at your option.
- How do I track my order?
Once your order has been processed and shipped, you will receive an email with a tracking number. You can use this number to track your package on our website or on the carrier's website.
Shipping and Taxes
- Where is the item?
Items are shipped from China.
- How long is your lead time?
Most orders take 4-8 weeks from order to delivery.
Custom orders can take a few days.
- I need my item by a certain date!
While we do our best to meet deadlines, we cannot guarantee arrival by a specific date. Once the package leaves our store, the courier is solely responsible for the timely delivery of your order. We ask that you purchase by the deadline to avoid any unexpected delays.
Usually fast shipping, we can expedite shipment via DHL, UPS or Fedex. Please ask us for a quote before ordering. In many cases, if expedited, express delivery usually arrives within 2-3 weeks, and the fastest you can receive your item in 7-15 business days.
If the order is not delivered by a specific date, we are unable to refund in transit. The order needs to be returned to us for a refund.
- Who pays import duties and VAT?
In most cases, our packages are free of VAT when they pass through customs. However, in some cases, especially for large orders, we may need to provide more information to customs and need to work with the buyer to provide documentation. Please note that each destination country has different import tax thresholds for the value of goods that can be imported into the country before import taxes are imposed. Import duties, taxes and charges are not included in the item price or shipping costs. These charges are the responsibility of the buyer.
If you belong to the United States and Australia, we deliver to your door via UPS and you do not need to pay any import duties. (Our freight forwarder will pay your import duties)
This service is limited to select: Standard Shipping Channel
Special Note: Please choose the Standard Shipping Channel for the UK, Belgium, Poland, Spain, Germany, Luxembourg, Austria, Sweden, Hungary, otherwise customs may impose expensive import duties.
Returns and Refunds
- What is your return policy?
We hope you love your lomance purchase! If you are not satisfied, you can return the item within 30 days of receipt for a refund or exchange. The item must be in its original condition and packaging. Please note that shipping costs are non-refundable.
To initiate a return, please contact our customer service team at support@loamce.com for instructions.
Please refer to our Refund Policy for details.
- How long does it take to process a return?
Once we receive your returned item, we will inspect it and notify you if your refund has been approved. If approved, your refund will be processed within 5 business days and refunded to your original payment method.
Customer Support
- How do I contact customer service?
You can contact our customer service team via email at support@lomance.com. Or through our online contact form. We strive to respond to all inquiries within 24 to 48 hours.
- Do you offer live chat support?
Yes, we offer live chat support during business hours. You can find the chat icon in the bottom right corner of our website for instant assistance.
Promotions and Discounts
- Do you offer any promotional or discount codes?
Yes, we offer promotional and discount codes regularly. To stay up to date with the latest offers, subscribe to our newsletter or follow us on social media.
- Can I use more than one discount code on one order?
No, only one discount code can be used per order. However, we encourage you to take advantage of the best offers when making your purchase.
Safety and Compliance
- Are your products certified?
Yes, all of our lighting fixtures are certified to meet the safety and compliance standards of the regions they ship to, including SAA/UL/ETL/CE/CSA certifications and RoHS certifications.
- Are your products energy efficient?
Many of our lighting fixtures are compatible with LED bulbs, which are energy efficient and long lasting. We recommend using LED bulbs to save energy and reduce your carbon footprint.
For any additional questions not covered here, please feel free to contact our customer support team via our email: support@loamce.com. We are here to help!