Help Center

How can we help you today?

Everything you need to know about our handcrafted lighting, orders, shipping, and returns. Can't find your answer? Our U.S. support team is one message away — and we reply within one business day.

Every alabaster piece carries its own veining — no two answers below are far off either.
Most Asked

Quick answers to the top questions

These are what most of our customers want to know first.

01

How much is shipping to the U.S.?

See answer → 02

How long until my order arrives?

See answer → 03

What is your return policy?

See answer → 04

Is the alabaster real natural stone?

See answer →

Orders & Payment

Placing your order, modifying it, and the payment methods we accept.

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as PayPal, Apple Pay, and Shop Pay. All transactions are processed securely through our encrypted checkout.
Is it safe to purchase on your website?
Yes. Our site uses SSL encryption to protect your personal and payment information, and we never store your full card details on our servers.
Is sales tax included in my order?
Sales tax is calculated automatically at checkout based on your shipping address, in line with applicable state and local tax laws, and shown before you complete your purchase.
Can I modify or cancel my order after placing it?
You can request a change within 12 hours of placing your order, as long as it hasn't entered production or shipped. After that window we may not be able to make changes — contact us as soon as possible.
Will I be charged customs or import duties?
No. We currently ship only within the United States, so there are no customs fees or import duties on any order.
Do you offer trade or designer discounts?
Yes — see our Trade Program under Custom & Trade for details on discounts for interior designers, architects, and industry professionals.
Will I receive an order confirmation?
Yes. You'll get an automatic confirmation email right after checkout, followed by a shipping notice with tracking once your order leaves our workshop.

Shipping & Delivery

Lead times, costs, tracking, and what happens at your door.

How much is shipping to the U.S.?
Flat-rate shipping is $35 on most fixtures, and free on orders over $500. Oversized chandeliers and multi-piece installations may carry a calculated freight rate shown at checkout.
How long does shipping take?
  • Processing/handling: 2–4 business days
  • Standard transit: 5–8 business days after shipping
  • Total estimate: 7–12 business days from order date
Where do you ship to?
All 50 U.S. states, including Alaska and Hawaii (surcharges may apply for remote areas). We don't yet offer international shipping.
How do I track my order?
You'll receive a tracking link by email as soon as your order ships. You can also check status anytime in your account or by contacting support.
What if my order arrives damaged?
  • Photograph the damaged packaging and item before unboxing further
  • Email support with your order number and photos within 48 hours
  • We'll send a free replacement or full refund — no return shipping needed
Do you offer white-glove delivery?
Yes, for select large chandeliers and multi-fixture installations, including inside placement and packaging removal for an added fee shown at checkout.

Returns & Warranty

Our 30-day promise and what's covered after the box is opened.

What is your return policy?
30 days from delivery. Items must be unused, in original packaging, with all hardware included. Custom, made-to-order, and final-sale items aren't eligible.
How long does a refund take?
Once your return is received and inspected, refunds are processed within 5–7 business days to your original payment method.
Who pays for return shipping?
Customers cover return shipping unless the item arrived damaged or defective — in that case, we cover it.
How do I start a return?
Email support or use the "Start a Return" link in your order confirmation. We'll send a return authorization and shipping instructions.
Can I exchange for a different size or finish?
Yes, within the same 30-day window. Contact us and we'll arrange the swap once your original item is returned.
My item arrived missing a part — what do I do?
Contact us with your order number and a description of the missing part — we'll ship a replacement at no cost, typically within 3–5 business days.
What's covered under your warranty?
A 2-year limited warranty covering:
  • Manufacturing defects in materials or wiring
  • Premature finish tarnishing under normal indoor use
  • Electrical component failure not caused by misuse

Product & Materials

Authenticity, certifications, and what's actually inside our fixtures.

Is the alabaster real natural stone?
Yes — every shade is genuine natural alabaster, hand-selected and shaped by artisans. As a natural material, slight variation in veining and color is normal and part of each piece's character.
What materials are your fixtures made from?
  • Natural alabaster stone
  • Solid brass and iron hardware
  • Hand-blown glass (select collections)
  • Powder-coated or plated metal finishes
  • UL-listed electrical wiring and sockets
Are your fixtures UL or ETL certified?
Yes, our fixtures are UL-listed or ETL-certified depending on collection, for safe use in U.S. homes.
Do your products work with US 110V electrical systems?
Yes, all fixtures are wired for standard U.S. 110–120V systems and ready to install out of the box.
What bulbs do your fixtures use?
Most use standard E26 base bulbs. We recommend warm white LEDs (2700K–3000K) to best complement the alabaster's natural glow.
Are your fixtures energy efficient?
Yes — paired with LED bulbs, our fixtures are highly energy efficient and long-lasting.
Are dimmers compatible?
Yes, most fixtures work with dimmer switches when paired with dimmable LED bulbs.
What metal finishes do you offer?
Antique brass, brushed brass, matte black, and aged bronze, depending on the collection.

Custom & Trade

Bespoke pieces and partnerships for designers and trade professionals.

Can I request a custom design or size?
  • Adjusted dimensions (height, width, drop length)
  • Alternate metal finishes
  • Custom bulb configurations
  • Bespoke shapes for architectural or commercial installations
Do you offer 3D visualization services?
Yes, for custom and larger orders we can provide a 3D rendering to preview the fixture in your space before production begins.
Do you have a Trade Program for designers and architects?
  • Tiered discounts across all collections
  • Dedicated trade support contact
  • Access to spec sheets and CAD files
  • Priority lead times on custom orders
  • Sample and swatch requests for client presentations
What's the minimum order for custom or wholesale?
Custom orders typically start at a single piece; wholesale pricing applies to orders of 5+ units. Contact our trade team for a tailored quote.

Installation & Care

Installing your fixture and keeping it beautiful for years.

Are your fixtures easy to install?
Most can be installed by a homeowner comfortable with basic electrical work, though we always recommend a licensed electrician for hardwired installations.
Are installation instructions and spec sheets included?
Yes, every fixture ships with:
  • Step-by-step installation instructions
  • A spec sheet with dimensions and weight
  • Mounting hardware
  • A wiring diagram
How do I know what size fixture is right for my space?
  • Add room length + width in feet for the ideal fixture diameter in inches
  • Allow 30–36 inches of clearance above a table or counter
  • Check ceiling height for minimum hanging clearance
  • Contact us for a personalized sizing recommendation
Can the cord or chain length be adjusted?
Yes, most pendant and chandelier cords/chains can be shortened during install, and extension kits are available for higher ceilings.
How do I clean alabaster and natural stone fixtures?
  • Dust gently with a soft, dry microfiber cloth
  • Avoid water, glass cleaners, or harsh chemicals
  • For deeper cleaning, use a barely damp cloth and dry immediately
Are your outdoor lights weatherproof?
  • Rated for exposure to rain and humidity
  • Not recommended for direct submersion or heavy coastal salt exposure without extra protection
What if I need replacement parts later?
Contact support with your order number — we keep replacement parts (glass, hardware, bulbs) on hand for most collections, even outside the warranty period.
We're here to help

Real people, real answers

Our U.S.-based support team responds promptly, every business day.

Call Us
+17868696383 (USA) +44 7853 147198 (UK)
Mon–Fri, 9am–6pm EST
Email Us
support@rayoralight.com
Reply within 1 business day
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