FAQ

SHIPPING
  • WHAT ARE YOUR DELIVERY TIMES?

At Lucy’s Lamps, we use many shipping methods to get your orders to you in the fastest and safest way possible. All of our products take between 1-4 weeks estimated total for processing and delivery. 

Due to increased carrier and customs delays in the past couple years we always note that ship times are estimated. We are unable to refund or cancel for a delayed order and an item already on the way as carrier delays are outside of our control. 

Please do not hesitate to reach out with questions regarding shipping and your order at lucy@lucyslamps.com.


  • HOW MUCH DOES SHIPPING COST?

Shipping is free for orders in the US. We are not currently shipping outside of the US. All duties, necessary taxes, and carrier fees will be free of charge except for New York residents due to tax laws. 



  • WHAT IF MY ORDER HAS TRACKING DELAYS (EXCEPTION)?

Tracking delays can occur with the carrier and customs when entering another country. If you see a delay in tracking points rest assured this can occur and does not mean your package is lost.

We are unable to refund and cancel due to carrier delays while your order is in transit to you.

Please be patient with the carrier as delays are outside of our control. If you have questions about the delay please do not hesitate to reach out to our team!


MY ORDER

  • RETURN GUIDELINES:

If you desire to return an item, you will be charged a non-refundable restocking fee of 15%. This fee contributes toward the labor costs associated with shipping, return inspection and repackaging.

All items being returned must be in unused condition and arrive to our warehouse in undamaged condition with original packaging. Please keep this in mind when repackaging any returns.

Lucy’s Lamps reserves the right to refuse returns or exchanges of items that are not in new condition due to misuse or damage by the client.

Customers must contact us in advance of returning items to receive appropriate instructions. All returns must be shipped and post-marked within 30-days of the delivery date with no exceptions.

  • HOW CAN I MAKE A RETURN?

Initiate a Return: 

Should your purchase fall short of expectations, please contact us here (lucy@lucyslamps.com) to start a return within 30 days of the recorded delivery date by the carrier. We kindly request proof of purchase, along with a photo showcasing the item in its original packaging as well as its accompanying box, and an image of the label. Our team will then provide a pre-paid shipping label, ensuring a hassle-free return journey.

Upon receipt of the returned item at one of our facilities, we will promptly issue a refund to your original payment method within 7-20 business days.

In the unfortunate event of an item arriving damaged, broken, or exhibiting any other issues, please promptly notify us at lucy@lucyslamps.com, and we shall guide you through the necessary steps.


  • WHAT IF MY ORDER ARRIVES BROKEN?
We package everything with care but understand some lamps are fragile and things can happen during handling with the carrier. Please email us at lucy@lucyslamps.com with photos of the broken item and we will ensure that it is replaced.
Please note, scratches resulting from courier handling, are beyond our control, and occasionally unavoidable. We do not refund or accept returns for items with scratches, as it does not affect the usability of the item. For items of the wood material, we suggest a wood stain pen as a scratch can naturally occur at any point.
For all items that arrived damaged or broken please send the following:
  • Photo of damaged item
  • Order #

    • HOW CAN I CANCEL MY ORDER?
    Once you place an order, you may cancel within 12 hours. Please email lucy@lucyslamps.com if you wish to cancel.
    Orders cannot be canceled after the order has been processed past the 12 hours and cannot be canceled after the item has shipped.

    • WHEN WILL I RECEIVE MY REFUND?
    You will receive your refund on your original payment method 7-20 business days after return is processed at our warehouse.
    • WHAT IF MY PARCEL TRACKS AS DELIVERED BUT IT IS NOT THERE?
    In the event that the package is lost in transit and or not received, but shows delivered to the shipping address associated with the recipient's order, Lucy’s Lamps will not be liable for non-receipt of goods or replacement of goods.
    Lucy’s Lamps can assist in filing a trace and claim with the respective carrier to assist client in locating lost parcel or missing parcel.
    Parcels that are unclaimed or refused will be subject to applicable return and restocking fees and will not be considered as a canceled order.

    PRODUCT

    • HOW DO I GET ASSEMBLY INSTRUCTIONS?
    If you need help with assembly for your product please email us for instructions lucy@lucyslamps.com
    If you plan to hire a professional to install lighting or assemble any furniture, please wait until the items are delivered prior to scheduling the installation due to possible delays with the carrier.