Browse the answers by topic below. Can’t find what you need? Message us — replies within one business day.
Using Your Account
What are the benefits of creating an account?
An account keeps everything in one place: order statuses, tracking numbers, and your address book — and checkout gets faster every time you return.
Can I check out as a guest?
Yes — you can order without registering. But we recommend an account, especially for made-to-order pieces: you’ll see the production and shipping status of every order at a glance.
Can I add a guest order to a later account?
Yes — register with the same email you used at checkout and your past orders will appear in your account automatically.
I can’t access my account — what now?
Use the “Lost your password?” link on the My Account page, or message us and we’ll help you regain access.
Placing Orders
How do I check my order status?
Open My Account → Orders — every order shows its current status, from production through delivery.
How will I know you’ve received my order?
Right after checkout you’ll see an order confirmation on screen, and a confirmation email with your order number will follow.
Will my order be delivered together?
Not always. Every fixture is made to order and travels in its own protective packaging, so multi-item orders may arrive as several parcels on different days — each with its own tracking number, at no extra cost to you.
Can I change my shipping address after placing an order?
Yes, as long as the order hasn’t been dispatched — message us with the new address as early as possible. Once a tracking number is issued, the address can no longer be changed.
Can I change or cancel my order?
Before your order is processed for shipping: yes, free of charge. If the expected shipping date has passed and the parcel hasn’t left, you can still cancel for a full refund. Full details are in the Cancellation Guarantee.
Can I make a special request for my order?
Absolutely — message us with your order number and the request (delivery notes, gifting, timing) and we’ll do our best to accommodate it.
How secure is your site?
All traffic is encrypted (HTTPS). Payment is taken through PayPal at checkout — no card details are ever stored on our side.
Do you work with interior designers or trade buyers?
Yes — message us with your project and we’ll put together trade pricing.
Product FAQ
What’s the difference between YIVAHALO and LIGHTLAND?
Yivahalo is our store; the fixtures come from two in-house brands. YIVAHALO is our signature modern-lighting line, and LIGHTLAND is our handwoven collection — rattan, wabi-sabi and vintage textures. Same warehouse, same shipping, same warranty either way.
Do your fixtures include bulbs?
It depends on the model — the product page states exactly what’s included under “Specifications”. Fixtures without bulbs use standard bases (E26/E27, E12/E14, G9, G4), so replacements are easy to find.
Are the lights dimmable?
Most fixtures are fully dimmable when paired with dimmable bulbs and a compatible wall dimmer. Integrated LED models specify dimmability on the product page.
Will it fit my ceiling / junction box?
Every product page lists overall dimensions plus hanging height, downrod length, and canopy size. Standard US junction boxes work with all hardwired fixtures; sloped-ceiling compatibility is noted per model.
110V or 220V?
Most models support 110–120V and 220–240V. The supported range is in the specifications table on each product page.
How do I care for my fixture?
Dust regularly with a soft, dry cloth. Wipe metal and glass parts with a slightly damp cloth and dry them right away; keep rattan and fabric shades out of damp rooms. Always cut the power before cleaning or changing bulbs.
Shipping & Delivery
Which countries or regions do you ship to?
Shipping is currently available for the United States. Remote areas (Hawaii, Alaska, Puerto Rico, and other U.S. territories) may incur additional fees or be unavailable. Full details on the Shipping & Delivery page.
How long does delivery take?
Every fixture is made to order — for ESG reasons we produce after you buy, which avoids overproduction and waste. Production takes about 10 days, air shipping about 2 weeks: your order arrives within 25 days. Large orders may need extra production time; we’ll confirm the timeline by email.
How do I track my order?
Through My Account or your shipping confirmation email (carrier + tracking number). See Track Your Order for all the ways to track.
My tracking hasn’t updated — is something wrong?
Usually not: parcels pause in linehaul between hubs or while clearing customs. If nothing moves for more than 7 business days, message us — we’ll chase the carrier. Delay compensation terms are on the Shipping & Delivery page.
What if my item arrives damaged?
You’re covered by our 7-day DOA guarantee: send your order number, the item SKU, and a photo or video of the issue, and we’ll make it right with free parts, a new fixture, or a refund. Details on the Returns page.
Pricing & Payments
What payment methods do you accept?
We accept PayPal at checkout. You’ll complete payment on PayPal’s secure page — with your PayPal balance, a linked bank account, or a card. We never see or store your payment details.
Are prices final? Any hidden fees?
The price you see is the price you pay, plus free shipping on every order. We never add surprise fees at checkout — the only conditional costs anywhere in our store are return-related, and they’re fully spelled out on the Returns page.
Returns, Refunds & Replacements
What if my item arrives defective?
You’re covered by the 7-day DOA guarantee: send your order number, the item SKU, and a photo or video of the issue, and approved claims get free replacement parts, a new fixture, or a refund. Full details on the Returns page.
What if my order is incomplete or parts are missing?
Contact us within 7 days with a photo of all received components laid out flat in one shot — missing parts ship free. Details on the Returns page.
I received the wrong item — what now?
Keep it! Contact us within 7 days with photos of the item and the packaging — we’ll reship the correct item free and arrange pickup of the wrong one.
How do 30-day conditional returns work?
If the piece is brand-new and unused, we’ll arrange a partial refund: the item price minus the original outbound shipping, with return shipping on you. The full policy — including what’s non-returnable — is on the Returns page.
Why should I keep the original packaging?
It’s engineered to protect your fixture in transit — and returns without it incur a $59 repackaging fee. Keep the box until you’re sure you’re keeping the light.
When will I receive my refund?
Refunds are initiated within 2–5 business days of an approved return. Depending on your bank, the credit can take a few extra days to appear. Details on the Returns page.
Privacy & Your Data
How is my data handled?
We collect only what’s needed to fulfil your order, encrypt all traffic, and never sell your data. The full story — including your rights and how to request data deletion — is in our Privacy Policy.