We offer free shipping on most orders over $ 100 before taxes and after discounts. Orders that do not meet the $ 100 threshold are charged a flat shipping fee of $ 19.95. In some cases, products that are too large or bulky will be shipped with specialized transport and will be subject to additional charges. There may also be additional charges if the delivery address is considered to be in a remote location. You will be contacted immediately if this is the case with your order.
We go to great lengths to find out of the ordinary products that will perfectly match your decor. Depending on what you choose, your item may already be ready to ship from our warehouse, or it will be custom-made for you elsewhere in the world. These factors influence the time it takes to prepare your order. We are committed to providing you with as much information as possible at each stage of your order: from the confirmation email to delivery to your door. All products on our site are generally available with an approximate date of shipment. Once your order has been placed on our site, our Customer Service Department will send you a confirmation email with an approximate ship date. When your order ships, you will receive an email information with the shipping company and tracking number. If your order requires special delivery because the items are oversized or the delivery location is remote, you will be contacted as soon as possible to advise you on the procedure. If at any point in the delivery process you need more information, please do not hesitate to contact our Customer Service.
We want to make sure you get the fastest, most reliable delivery service possible. As soon as we get our hands on your product, we'll make sure it's in good condition and will ship it right away. We use the services of Fedex, UPS, Canpar or Canada Post to ship your order to you. It therefore takes 1 to 10 working days once the product is in our hands to ship it to you.
We ask the carrier for a signature all the time, so they will never leave the package “in a safe place”. If no one is present at your delivery address when they pass, a note will be at your door with instructions for picking up your package.
We strongly suggest that you have your package delivered to a location where you will be present between 9:00 a.m. and 6:00 p.m. Make sure the address is correct to avoid returns at your expense.
If you prefer to pick up your order in store, it is very easy. All you have to do is check the In-Store Pickup option when placing your order. Like shipped orders, it is not certain that we have the item on hand when you order. Once the order has been paid, an advisor will contact you to tell you 1. If we have the item in store 2. If we need to order it and what will be the reception time here.
As mentioned above, we want you to be happy with your purchase. This is why Luminaires & cie accepts returns for the vast majority of its products within 30 days of the date of receipt. For returns, products must be in their original condition. That is, with the product labels, sanitary protections and packaging as you received them. The products must not have been used or modified and the threads must not have been cut. Contact our customer service to initiate the return process. We will then send you a Return Merchandise Authorization number (#ARM) which you will need to use to return your order. You are responsible for delivering the merchandise you want to return to our warehouse. Once the merchandise is received and inspected, we will refund your purchase amount within 10 days of receipt, less a deduction for the cost of delivery. You have 10 days after receiving your #ARM to initiate the shipment.
Some products are marked as “Non-Returnable” because they are specification products. Often several finishes, choice of glass and other options are available to you. We then order them according to your needs. That’s why they are not returnable. If you have a question or a hesitation about a non-returnable product, contact an expert from our team.
You have 30 days from the date of receipt to notify our customer service department that you want to return the item in its original condition. After contacting our customer service and obtaining your #ARM, 2 options are available to you: Return to Store: If you prefer to return to store, please ensure that you have your invoice and #ARM provided to you by customer service. If you wish, you can also make an exchange for a product that we have in stock at the store. Return by mail: If you are unable to travel or prefer to return the merchandise to us by mail, please use a carrier with a tracking number. You must provide us with this tracking number when you return the merchandise to us. The Return Merchandise Authorization Number (#ARM) must also be included with the package. It is your responsibility that the package reaches our warehouse, otherwise we will not be able to issue a refund.
Despite the fact that we sell quality products, it is possible that an electrical component does not work or a part breaks in transportation. It is important to contact our customer service to determine what action we need to take to resolve the problem as quickly as possible. We will then give you the indications as to whether we are ordering only one part or whether we need to change the whole device. Please always inspect the fixture as soon as you receive it.