FAQs
Where does your merchandise come from/where is your merchandise made?
Deamsidea selects products from a worldwide marketplace. The majority of our items are manufactured in Asia, Europe, and N. America. Countries include China, Vietnam, India, Italy, Canada, and the USA.
Are your products available in custom sizes?
We do not offer custom sizes currently.
Can I change my order?
Once we receive your order we get to work on it right away. This means that changes or cancellations are not always possible. You should also know that once an order is placed, it cannot be changed online. With all of this in mind, we still do understand that sometimes you want to ask us to try, so you may contact Customer Service to make a request for a change or cancellation. We will make our best efforts to apply the requested change. If the item ships prior to confirmation of a cancellation or change request, you may return it following our standard return policy -Returns. Note that many items that are non-returnable cannot be cancelled.
When do I get my refund once I have returned an item?
We realize that refunds are a priority for our customers. Once we have received and inspected the item we are usually able to apply the refund onto the original payment card within one week. Keep in mind that due to shipping, inspection and bank processing times it sometimes takes up to 30 days from the date that you return the item for the refund to appear on your card. Here is more information about Returns.
If I return an item how is my refund calculated?
If you change your mind and decide to return an item that is defined as returnable, there is no restocking fee, however you are responsible for the return shipping costs. If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge.Here is more information about Returns.
How do I return a product?
If you want to return an item you may do so within 30 days of receipt as long as it is defined as a returnable item. Just contact Customer Service and we will provide pre-paid return labels. We will need your help in packaging up the item, adding the label to the box and making it available for pick up. Here is more information about Returns.
What should I do if my credit card has been refused when placing an order?
Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card. Contact Customer Service if you feel that your card is being refused due to our error. In some cases we may recommend that you contact your credit card company to get the issue resolved.
Do I get charged for shipping as each item ships?
No, we provide free shipping to the US.
Do you ship internationally?
We now only ship to the USA.
I have a complaint, who should I speak to?
We want to know immediately when you are unhappy about your experience with Lumens. Please call, chat or email Customer Service right away and we will make our best efforts to address your concern.
What do I do if my product has a problem during the warranty period?
If you experience a problem with any product you purchased from Lumens that offers a manufacturer warranty, please contact Lumens Customer Service. We will either facilitate a resolution or put you in contact with the manufacturer so that they might assist you directly.
Do you offer discounts on large quantity orders?
We offer discounts for members of the trade such as designers, architects and contractors who have presented appropriate credentials and been approved. In addition we may be able to offer special discounts for large volume orders. Please contact Customer Service with any questions.
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