White-Glove Service Balance

White Glove Delivery – Service Options

Options 1: Threshold White Glove Delivery

• Visual inspection of the outer packaging for visible damage

• Delivery appointment scheduled in advance, with a 30-minute call before arrival

• Signature required upon delivery

• Includes up to two flights of stairs or two levels of walk-up access

• Item placed inside the home at the first dry and accessible area (e.g. garage, entryway, or foyer)

• Unpacking is not included
  
  

Options 2: Room of Choice White Glove Delivery

• Visual inspection of the outer packaging for visible damage

• Delivery appointment scheduled in advance, with a 30-minute call before arrival

• Signature required upon delivery

• Includes up to two flights of stairs or two levels of walk-up access

• Item delivered to the customer’s room of choice

• Unpacking is not included
  
  

Options 3: Premium White Glove Delivery & Assembly

• Visual inspection of the outer packaging for visible damage

• Delivery appointment scheduled in advance, with a 30-minute call before arrival

• Signature required upon delivery

• Includes up to two flights of stairs or two levels of walk-up access

• Item delivered to the customer’s room of choice

• Includes unpacking, light assembly (up to 30 minutes), and removal of all packaging debris

Return Policy

Hermanlamp’s return policy lasts for 30 days from the date you receive your item. Unfortunately, returns requested after this period are not eligible for a refund or exchange. To initiate a return, please email support@hermanlamps.com. We will reply with the return mailing address, and you will need to cover the shipping costs upfront (refunds for shipping costs may apply as needed).

Items must be unused and in their original packaging. We do not accept returns for:

• Installed or used items
• Returns requested after 30 days

Order Cancellation Policy

Orders Not Yet Shipped:

• Orders canceled within 24 hours of purchase: Full refund.
• Orders canceled or modified after 24 hours but before shipment: 5% handling fee of the order total will apply.

Orders Already Shipped but Not Yet Delivered: Cancellations will be processed as a return, and a 15% restocking fee will be deducted from the refund.

Order Processing Time

Orders are typically processed within 3-5 business days after payment confirmation. Special orders may require 5-9 business days. Weekend orders may experience slight delays, as our warehouse operates Monday through Friday, excluding holidays.

Shipping Costs and Transit Times

Free Shipping is available for all orders on hermanlamps.com.

• Air Freight: 12–15 days (small lights, samples, replacements) – Free
• International Express (DHL, FedEx, UPS): 7–10 days – Paid
• Sea Freight: 30-45 days (for large items) – Free
  

We offer paid expedited shipping services to meet urgent delivery needs. Please contact us for more details.

Product Warranty:

All our products come with a 2-year warranty (excluding bulbs). Rest assured, if you experience any product issues during the warranty period, please contact us immediately at support@hermanlamps.com.

Please send us details of the issue in the form of pictures or videos. Our customer service representative will respond within 12 hours to discuss the specific problem. If it's a part issue, we will mail new parts for replacement free of charge via express shipping. We also include 5-6 additional spare parts in the packaging of all products.

In cases where improper installation caused product contact issues, our technical experts will resolve the problem within 12 hours. (We strongly recommend using professional lighting personnel for installation.)

Note:

• Replacements will not include an entirely new product. If other parts of the fixture (e.g., crystals, screws, bulbs) are intact, we will only resend the defective components.
• Please ensure proper care and storage of the fixture while waiting for replacement parts.
• Product issues caused by man-made damage or natural disasters are not covered under our warranty policy.

We are committed to solving customer issues because we value your experience with our products.