Help Center
Orders & Purchases
Q: Would my order be delivered together, if l ordered many items?
A: Typically, we pack them up and ship them together.
If there is an expedited need, we will ship them separately.
Q: How to Check My Order Status?
A: You will receive an email when your order ships. If you would like to be kept informed, please feel free to contact us.
Q: How Do l Know lf You've Received My Order?
A: If you have placed an order, we will send a confirmation email to the email address you have provided. This will include an order number - this is your reference number in case you have any questions about your order. Please check the order summary to confirm that your order details are correct and save the email as a receipt for your purchases. If you do not receive an email within 24 hours, please first check that your email address is correct and then check for spam or contact us.
Q: I Rceived a Defective ltem
I received a defective product We ask that you report any product defects within 30 days of receiving your order. Please contact our customer service department, making sure to include a copy of your original order confirmation, identifying the item number and quantity of the defective product, a complete description of the problem, and provide photographic or video evidence that clearly shows the problem. Depending on the circumstances, we will be responsible for refunding, exchanging or replacing the product at your request. Manufacturer defects discovered after 30 days of receipt will be handled in accordance with the manufacturer's warranty.
Q: I Received an Incomplete Order or Missing Parts
A: I received an incomplete order or missing parts
We recommend that you inspect the item within 48 hours of receipt and report it to our customer service department as soon as possible. Please be sure to complete this process within 30 days of receipt. Depending on the situation, we will be responsible for refunding, exchanging or replacing the item, depending on your choice. after 30 days, HERMAN will make every effort to rectify the situation, but may charge you accordingly.
Lost Merchandise
Please check our notification email or contact our customer service staff for verification. (Items may be shipped from different warehouses or by different modes of transportation due to inventory or shipping method limitations, or to expedite shipment).
If you have received all of your shipments and one or more items are missing, please contact our customer service, making sure to include a copy of your original order confirmation, confirming the item number and quantity of the missing item(s), and providing photographic or video evidence that clearly shows all of the items received.
Merchandise missing parts
Hermanlamp.com is not responsible for reimbursement of any labor costs or delays in your project due to receipt of an incomplete shipment. We recommend that you wait until the fixture arrives and has been inspected before scheduling installation.
Q: I Received a Damaged ltem
We do our best to ensure every order arrives safe and secure. Despite the series of quality checks, occasionally products do arrive with damage. Should your product not arrive in perfect condition, we recommend to report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item&its packaging. As soon as the damaged issue is confirmed, our dedicated Customer Care Team is on hand to resolve the issue and to advise on the best solution, including refund, replace or repair options.
To suit different occasions, we work out Concealed Shipping Damage and Obvious Shipping Damage, please match your occasions with either occasion in the below. Be sure to complete this process within 30 days of your delivery date. After 30 days, HERMAN will make every attempt to rectify, however charges may apply.
Concealed shipping damage
If you have already accepted delivery and then find a concealed shipping damage (not visible on the outside of the packaging), please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the damaged item(s), provide pictures evidence clearly showing the damage and all packaging material&paper work.
Once you notify us that your product was damaged, we will file a claim with the shipper. Please do not discard the damaged product or the packaging.
Obvious shipping damage
If a shipment arrives at your door with obvious shipping damage, please accept the shipment and immediately inspect the items. Please DON'T refuse the shipment. Refusing to accept damaged shipment means you are putting the hope of easy access to it in the hands of the carrier. In other words, you have more control over the situation if you keep it.
1.Photograph the whole process, the damage, all packaging material and paper work.
2.Note any damages on the carrier delivery receipt or contact the carrier to submit a damage claim.
3.Reflect to our customer service by including the copy of your original order confirmation, the item number & Qty of the damaged item(s), the claim number, providing pictures evidence clearly showing the damage and all packaging material&paper work.
4.Do not discard the damaged product or the packaging.
Please note that if you attempt to return the damaged item without speaking to one of our customer service representatives, you will jeopardize your chances of making a claim, and you may not receive credit for the return.
Hermanlamp.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.
Returns & Exchange
Q: How Do l Change or Cancel My Order?
A: Before submitting your order, please review the order information carefully to ensure it is accurate. Once an order has been placed, if you wish to exchange a product or cancel your order, please contact Customer Service as soon as possible to cancel or change the product.
If eligible for return or exchange, you can return or exchange the product in accordance with our return and exchange policy. Please note that customized fixtures can only be cancelled within 24 hours of payment confirmation. Additionally, changes to products can only be arranged before the original order is shipped. Some products cannot be changed, please contact customer service if you have any questions. If delivery is refused for any reason without HERMAN's consent, you will be charged a penalty, including but not limited to additional shipping and handling fees. We do not guarantee changes or cancellations until you receive confirmation from our customer service staff.
Q: How Soon Will l Receive My Refund?
A: When we confirm to cancel your order, you will be refunded within 24 hours. When we receive your return, you will be refunded in 3-5 working days upon receipt and inspection. The refund will be made to the account that the funds were originally drawn from, namely the money will be sent back in the same way it was received.
If you originally paid with PayPal account balance, you can find the refund right away in your PayPal account.
If you originally paid with credit card, please allow up to one billing cycle for the credit to show in the bank statement. It mostly depends on how fast your bank processes the credit. Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.
Q: If I am not satisfied with my lighting or furniture purchase, can I return it?
A: We offer a 30-day return guarantee. If you are not satisfied with the lamps or furniture you receive, you may request a return within 30 days. The product must be in new and unused condition and packaged completely. Please refer to our Return Policy page for details.
Q: Who pays for the return shipping cost?
A: If the return is due to a product quality issue, we will cover the return shipping cost. If the return is due to a change of order or you are not satisfied with the product, you are responsible for the return shipping cost.
Shipping & Tracking
Shipping FAQs
What transportation companies do you use?We work with major carriers such as UPS, FedEx, USPS and Freightliner to provide the fastest, safest and most reliable delivery service.
Do you ship to PO Boxes or APO/FPO military addresses?Unfortunately, at this time we are unable to ship to P.O. Boxes or APO/FPO military addresses, so customers will need to provide a street address. If a P.O. Box or APO/FPO military address is provided, we will contact you to confirm, but this will delay the shipment of the order.
How do I track my package?Once the order is shipped, we will send you a shipment confirmation email with the tracking number and carrier. Simply visit the carrier's website and use the tracking number to track your package. You can also check the latest status of your order by contacting customer service.
Do you ship to multiple shipping addresses?You can only specify one address per order on Hermanlamp.com.
If you are purchasing more than one item and specify shipping to different addresses (for example, you want to buy one item for yourself and another to send to a friend as a gift), you will need to purchase separate items.
How do I ship oversized items?Oversized items are large fixtures over 40 inches that must be shipped via trucking company due to size or weight.
Delivery lead time is approximately 3-7 business days from the time the item leaves our warehouse.
The carrier will call you 24-48 hours prior to delivery to schedule the delivery, which will be based on the freight carrier's schedule. Any information you provide over the phone will be provided to the driver to facilitate their delivery and yours.
Please let the carrier know if you have any circumstances that may affect your delivery (additional charges may apply):
Very narrow driveways
dead-end streets
Ferries to island locations, etc. (fees may apply)
Driver needs to park in a specific location
Deliveries to side doors or garage entrances
Storage Fee: If you do not accept delivery within 5 business days of the freight company's first attempt to schedule a delivery, a daily storage fee may apply. If you miss a call from the freight carrier, please contact the freight carrier as soon as possible.After 5 business days, the freight carrier may store your items and may charge you a storage fee. Be sure not to miss your delivery appointment; you may incur additional delivery charges such as redelivery fees, storage fees and/or return shipping charges.
Q: Can I change my shipping address after placing an order?
A: If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Products & Website
Q: About Chandeliers and Pendants
What kind of chandelier should I get?
When choosing a chandelier, consider the decor and style of the room where it will be placed. For a casual room, opt for simpler designs such as understated chandeliers or playful pendant lights. Wood chandeliers offer a unique touch and can suit various casual styles from rustic to modern. For formal settings, crystal and brass chandeliers are ideal, as they add a touch of elegance and sparkle. Iron chandeliers with their antique appearance also fit well in formal or traditional settings.
What size chandelier should I get?
To ensure the chandelier fits the room perfectly, avoid large chandeliers in small or low-ceilinged rooms as they can overwhelm the space. Conversely, small chandeliers in expansive rooms can appear insignificant and leave the space dim. A helpful guideline is to measure the room's dimensions in feet, add the numbers together, and use that sum as the diameter of the chandelier in inches. For instance, in a foyer measuring 12' by 16', the sum is 28, so a chandelier with a 28" diameter would be appropriate.
How high should I hang my chandelier?
Hanging height is crucial for both functionality and aesthetics. For dining areas, chandeliers should generally be positioned about 30 to 34 inches above the table. If the chandelier is ornate or bowl-shaped, you may raise it slightly to enhance visibility. In a living room, a chandelier can be hung a bit lower to serve as a focal point, while in a more elaborate room, a higher placement can better illuminate furniture and decor.
Where should I position my chandelier?
Instead of centering a chandelier in the middle of the room, position it over specific functional areas to enhance those spaces. For example, place a chandelier above a dining table to highlight the area or use several smaller chandeliers around the room to create a warm, inviting atmosphere. In a dining room, a chandelier should ideally be centered over the table, though multiple smaller chandeliers or pendants along the table’s length can also work well.
How do I clean my chandelier?
Most chandeliers need only a gentle dusting with a soft or microfiber cloth. Brass chandeliers can be polished with a cloth slightly dampened with furniture polish to restore their shine. Regularly clean bulbs and shades as well; dust bulbs with a soft cloth and wash shades in warm, soapy water. Crystal chandeliers require special care: clean them with a solution of warm water and isopropyl alcohol, and let them drip dry on a drop cloth.
Do I need special bulbs for my chandelier?
Chandeliers often use specialty bulbs or candelabra bulbs suited to their design. These bulbs typically come in wattages of 20, 40, 60, or 100 watts. You can choose between transparent bulbs for maximum light output or frosted bulbs for a softer, diffused illumination.
What are pendant lights and how do I use them?
Pendant lights are hanging fixtures that are generally smaller and less formal than chandeliers. They come in various styles and colors, making them versatile for different applications. Pendants are excellent for highlighting specific areas or dividing spaces. Use them over kitchen islands to delineate the cooking area from the dining area, or place a few along a dining table to define the space. Multiple pendants can also be used to illuminate and distinguish different functional areas within a room.
Q: How to Shorten or Adjust the Cable or Chain Lengths?
A: Cable (or cord): First, decide the mounting position and the final hanging height of the light, then the cable can be adjusted at the end of attaching the ceiling canopy. Simply cut off the cable to the needed length but please pay attention to allow a bit more left for connection to the supply wires.
Steel wire:Normally it goes through a small pin on the ceiling canopy. Simply pressing the pin, then you will be able to adjust it to be shorter by retracting into the canopy or longer by pulling it out (within the length range). When you adjust it to be shorter, you could also choose to cut off the redundant steel wire from the canopy end.
Chain:Determine the new length of the chain from the ceiling down and which link will be the last in line. Measure, Grip half of the link with a pair of pliers and use a second pair of pliers or an adjustable wrench to twist the other half, separating the link at the joint. Remove the unwanted portion of chain., where you wish the chandelier to hang. Then measure the fixture cord and chain on the chandelier and calculate how many links in the chain you should remove. If you want to well-protect the finish of the chain, you may cover it with a cloth.
Cut the chandelier cable/cord about 12 to 24 inches longer than the shortened chain to ensure that you have enough to weave through the links in the chain. Many people prefer to weave the wire through every second link in the chain, but this is a matter of preference.
Q: How do I choose the right fixture for my home style?
A: We offer a wide range of styles of light fixtures, including modern, classic, industrial, vintage and more. You can choose the most suitable lamps according to the size and layout of the room as well as the overall decorative style. We have detailed size and style descriptions on our product pages to help you make the best choice.
Q: How many colors and materials can I choose for my fixture?
A: Each fixture is usually designed to support a wide range of materials and colors. You can choose from a variety of materials such as metal, glass, wood, etc., as well as different finishes (e.g. gold-plated, bronze, black, etc.). For customization, you can learn more about customization options by contacting our customer service.
Q: How Secure is Your Site?
A: Our website uses Secure Socket Layer (SSL) technology, a recognized industry standard that provides a secure connection for your transactions. In addition, we use Shopify Payments to offer you flexible and secure payment options, including the ability to pay in installments.
Q: Can I customize the size and color of the furniture?
A: Yes, we offer a wide range of furniture customization services, you can customize the size, color, material and so on according to your needs. Please contact our customer service team, we will provide customized solutions and quotation according to your requirements.
Q: What is the delivery time for customized furniture?
A: The delivery time for customized furniture is usually 4-6 weeks, depending on the complexity of the furniture and customization requirements. We will provide more precise delivery time after order confirmation.