Matthie Chandelier

At Luster Gaze, we make it a priority to ensure your order arrives safely and on time. Below is a quick guide to our shipping process and policies for customers in the United States.

1. Where We Ship
Currently, we only ship to addresses within the United States, including all states.

2. Processing Time
Once your order is placed, our team will begin preparing it for shipment.
Processing usually takes between 3-5 business days.
After your order is ready, we’ll contact you by email to confirm the shipping method.

3. Estimated Delivery Time
Processing: 5-8 business days

Shipping Options:

Express Delivery: Arrives in about 8-13 business days

Ocean Freight (default method): Arrives in approximately 4–5 weeks

Your total delivery time = Processing time + Shipping time

4. Shipping Fees
We offer free shipping on all orders within the U.S. using ocean freight.
There are no taxes or hidden charges — the price you see is the final price.
If you prefer express shipping, additional fees will apply and will be confirmed via email before processing.

5. Shipping Carriers
We partner with trusted shipping services including:
UPS, FedEx, DHL, USPS, as well as freight and ocean logistics providers.
A tracking number will be emailed to you once your order is on the way.

6. Order Updates & Tracking
You will receive:

A confirmation email right after your order is placed

A shipping notification email once the package ships, including your tracking details and instructions for monitoring the delivery

7. Tax Policy
There are no taxes on any orders—regardless of shipping method.
Whether you choose standard or express delivery, your final price includes everything.

8. Canceling an Order
You may cancel your order for free within 24 hours of placing it.

Cancellations after 24 hours may incur fees related to materials or processing.

If your order is already packed and ready to ship, you will be responsible for material costs. Please reach out to customer service for a cost breakdown.

Important Notes:

Orders that haven’t shipped can be canceled via email.

Once shipped, orders cannot be canceled, but you’re welcome to return the item once it arrives following our return policy.

9. Additional Reminders
All delivery times are based on business days, not including weekends or holidays.

To protect your item during shipping, all lighting fixtures require some assembly upon arrival.

Assembly services are not included in the listed price.

At Luster Gaze, your satisfaction matters. We offer a 30-day return window on all eligible products. If something isn't right, we're here to help.

1. Return EligibilityTo qualify for a return, the item must be:Returned within 30 days of the purchase dateIn its original packaging, unopened and unusedComplete, with no missing partsThe following are not eligible for return or exchange:Customized or made-to-order itemsAll large fixtures (see Section 6)

2. Defective or Damaged ItemsIf your item arrives with a manufacturer defect or shipping damage, contact us within 48 hours of delivery with photos and video for verification. Once verified, we'll provide a full refund or free replacement — at no cost to you.

3. Change of Mind or SizeIf you change your mind or need a different size, you may return an eligible item, but you'll be responsible for shipping costs both ways:The original outbound shipping (factory to you)The return shipping (you to our warehouse)

4. How to ReturnContact customer service with your order number and reason for return.We'll guide you through the steps.Once we receive and inspect the item and confirm it meets the conditions above, we'll process your refund.

5. RefundsRefunds are issued to your original payment method and typically take 7–10 business days, depending on your payment provider.

6. Order CancellationsWhen you cancel fee within 24 hours of ordering Free After 24 hours (not yet in production)30% fee + material costsAlready in production or ready to ship all material costs (contact us for the exact amount)After the item has shipped 50% fee — you may then start a return once it arrives

7. Non-Returnable ItemsAll large fixtures are non-returnable and non-exchangeable. Customized items are also final sale.

Need Help?Contact our customer service team and we'll walk you through any return, exchange, or cancellation.

Join Us

Welcome to Merlin Lamps, we are pleased to offer our valued trade customers exclusive access to a dedicated Trade Account. As a trade customer, you can enjoy a range of benefits and services designed to meet your unique needs.

Why Traders Need A Trading Account

· Exclusive discount code based on the amount of your shopping list

· Prepare your list of shipments for you in advance

· The 30 days return period is extended to 40 days for returns and exchanges

· Design drawings provided free of charge

· Exclusive VIP customer service representative

How To Apply For A Trade Account

· Make a note in your email: Business/ designer name via trade account Example: XXX's trade account set up

· Provide shopping list(colors, sizes, special requirements, etc.)

Don't miss out on the benefits of our exclusive Trade Account. Join today and enjoy wholesale pricing, easy ordering, customized solutions, exclusive promotions, and priority shipping. Apply now and take your business to the next level with our premium lighting fixtures!

Email: support@lustergaze.com

Introduce

We offer custom service, you can contact us by email (support@lustergaze.com) and tell us your customization requirements. Our designers will try their best to help you realize your ideas. Let everyone can design their favorite lights. And we will make them from our factory and ship them to you by air, no middleman, affordable price.

If there are any questions, please feel free to contact us：

Email: support@lustergaze.com

Tel : ‪+1 (562) 526-1084

Service Hours : Mon to Sat 9:00AM - 5:00PM

We offer custom service, you can contact us by email (support@lustergaze.com) and tell us your customization requirements. Our designers will try their best to help you realize your ideas. Let everyone can design their favorite lights. And we will make them from our factory and ship them to you by air, no middleman, affordable price.

Customization

1. If you want to custom some special size or color when choose the lights on our website, Please provide us with the following information:

The product link or model number of the product.

The information of the color and size or other you need to customize.

If can, please send us your actual application scenario (for we can give the most suitable design solution to you)

2. Other websites or physical stores' lamps and lanterns. Please provide us with the following information:

The picture or design drawing you have.

Specify base size, material, color, bulb type or others.

Customize Size & Color

If you find a specific design of chandelier that you like, but you just need a different size or color.

Simply send us an email to support@lustergaze.com with the following information

1. Which product – it will be best to send us the SKU number or the link to the product.

1. The specific color that you want for the base, like gold or chrome.

1. The specific size about the width, depth and height, like W 32” X D 10” X H 10”. Not sure what size to choose for your space? No worries, check out this detailed chandelier size guide blog that we wrote which should be able to answer most of your chandelier size questions and guide you to choose the right size.

Our designers will get back to you within 1-2 business days with a quote. And we will send you a customized invoice through email once you are ready to place the order.

NOTE: Customized items are covered by our 1-year manufacturer warranty, however, not eligible for cancelation, return, or exchange. Customized invoice will take 8-10 weeks with free shipping. Expedited shipping is availbale with extra cost.

Customize Design

If you have a specific chandelier design in your mind and did not find it on our website, we could be able to help as well.

Simply send us an email to support@lustergaze.com with the following information

1. An image or simply a design drawing of the chandelier that you want.

1. The specific color that you want for the base, like gold or chrome.

1. The specific size about the width, depth and height, like W 32” X D 10” X H 10”. Not sure what size to choose for your space? No worries, check out this detailed chandelier size guide blog that we wrote which should be able to answer most of your chandelier size questions and guide you to choose the right size.

Our designers will get back to you within 1-2 business days with a quote. And we will send you a customized invoice through email once you are ready to place the order.

NOTE: Customized items are covered by our 1-year manufacturer warranty, however, not eligible for cancelation, return, or exchange. Customized invoice will take 8-10 weeks with free shipping. Expedited shipping is availbale with extra cost.

If there are any questions, please feel free to contact us：

support@lustergaze.com

+1 (562) 526-1084

Service Hours : Mon to Sat 9:00AM - 5:00PM