Lustre de luxe en cristal noir et doré

Domestic Shipping (Canada)

1. Standard Ground Shipping:
• Free Shipping: We offer free standard ground shipping on orders over $99.00 (excluding taxes). This applies to all provinces in Canada except Nunavut, Northwest Territories, and Yukon.
• Flat Rate Shipping: For orders less than $99.00 (excluding taxes), a flat shipping fee of $15.00 will be applied.
2. Exempt Areas:
• Orders shipping to Nunavut, Northwest Territories, or the Yukon are not eligible for the standard shipping rates. Please contact our customer support at customercare@luminouszone.ca for a shipping quote.
3. Large and Oversized Items:
• Certain products marked as oversized on the product page, such as large chandeliers or floor lamps, may require freight truck shipping and are subject to a shipping surcharge of $100 per item due to the size and weight of the item.

International Shipping

• For orders requiring shipping outside of Canada, please contact our customer support team at customercare@luminouszone.ca for details on availability and shipping quotes.

Shipping Times

• Processing Time: Orders are typically processed within 2-3 business days.
• Delivery Time: Once processed, orders shipped via standard ground shipping are usually delivered within 5-10 business days, depending on the destination. Delivery times for oversized items or special areas may vary and will be communicated at the time of order processing.

Tracking Your Order

• Once your order is shipped, you will receive a tracking number via email. You can use this number to track your order through the carrier's website.

Shipping Carriers

Luminous Zone uses reputable shipping carriers to ensure safe and prompt delivery of your order. The choice of carrier depends on the size of your order and the shipping destination.

Additional Information

1. Shipping Address Accuracy: Please ensure that the shipping address is correct when placing your order. Luminous Zone is not responsible for packages delivered to an incorrect address provided by the customer.
2. Shipping Delays: Shipping times may be affected by factors beyond our control, including weather conditions, postal delays, and customs clearances. We appreciate your patience in these instances.

Changes and Cancellations

• If you need to change or cancel your order, please contact our customer support team at customercare@luminouszone.ca. We will accommodate changes and cancellations whenever possible, provided the order has not yet been shipped.

Contact Information

• For any questions related to our shipping policy or for assistance with your shipping needs, please contact us at customercare@luminouszone.ca.

Policy Updates

• Luminous Zone reserves the right to update or modify this shipping policy at any time without prior notice.

Please Note

• Please note that we are not responsible for compensating labor costs or project delays resulting from damaged or defective goods, or any delays due to shipping. We strongly recommend that you schedule installation after thoroughly inspecting the received items. This helps avoid any project delays due to shipping issues.

Return Window

You can initiate a return within 14 days of the delivery date.

Conditions for Return

1. Items must be in their original condition: Returns must include the original packaging, all accessories, and documentation.
2. Proof of purchase required: Items must be accompanied by the original receipt or proof of purchase from Luminous Zone.

Defective Items

If you receive a defective item, please contact us immediately at customercare@luminouszone.ca. We will arrange for a replacement or repair of the item at no additional cost to you.

Damaged Items

In the case of items damaged during shipping:

1. Report Immediately: Please report damaged items within 48 hours of delivery.
2. Documentation: Take photos of the damaged item and packaging and email them to us.
3. Replacement or Refund: Once we verify the damage, we will offer a replacement or a full refund.

Exempt Items

The following items cannot be returned:

• Custom Orders: Items that have been customized or made to order.
• Discounted Items: Sale items or items sold on clearance cannot be returned unless defective.
• Gift Cards: These are not eligible for return or exchange.

Non-Returnable Items

We also do not accept returns for:

• Installed Lighting Fixtures: Any lighting fixtures that have already been installed cannot be returned.
• Opened Accessories: Accessories that have been opened and used.

Return Process

1. Contact Us: Reach out to our support team via email at customercare@luminouszone.ca to initiate a return.
2. Approval: Wait for return approval and instructions from our team.
3. Shipping: Return the item using the shipping instructions provided. You are responsible for return shipping costs unless the item is defective or damaged.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@luminouszone.ca.

Contact Information

For any questions or concerns regarding your order or this return policy, please contact us at customercare@luminouszone.ca.

Policy Updates

Luminous Zone reserves the right to modify or update this return policy at any time.

Please Note

Please note that we are not responsible for compensating labor costs or project delays resulting from damaged or defective goods, or any delays due to shipping. We strongly recommend that you schedule installation after thoroughly inspecting the received items. This helps avoid any project delays due to shipping issues.