Customer Care
Order Confirmation
As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
As soon as we receive your order, we will confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via email. If your item is available for immediate shipment (within 7 business days), we will process the charges and ship it out to you.
Shipping
We offer Free Domestic Shipping via FedEx, UPS, and First Class Priority Mail. We do not ship outside of the Continental United States at this time.
If your order is in stock and we process the charges to your credit card, it will ship within 7 business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out.
If you ordered two or more items, you may receive them in multiple boxes on different days, due to varying item availability and shipping locations. We do not charge you extra shipping for split shipments.
If the product is custom made, we display the shipping timeline on the product page. Contact us if you have any questions.
Returns
We believe you will be very pleased with our products. We understand, however, that it can be difficult to shop from a computer screen and that's why we offer a no-hassle return policy. Returns must be pre-authorized by our Customer Service team before you can return any merchandise. Simply contact us within 15 days of receiving your product and mail us back the product after you've received approval.
If you've received damaged merchandise we will replace it at no cost to you, see below for replacement/return instructions.
Any product with custom finishes, special orders, or fixtures built to order are non-refundable.
Process for returns & refunds
Submit your return request to care@lightingaccent.com, or fill out the form. Our return team will contact you within 1 business day to confirm your request.
Products must be in original condition, having never been installed. They must be repackaged properly in the original packaging. A restock fee of from 15% to 30% (depending on the manufacturer) will apply to returns that has no defects or damages.
Products must be sent within 30 days after receiving a return approval, at the customer's expense.
For your protection, your return must be shipped via a carrier that can provide full tracking information including delivery confirmation. You will not be issued a credit if we cannot confirm delivery of the item. Your credit will be refunded when the item has been received and inspected.
Why do you charge a restocking fee?
Restocking fees are never convenient, but are a necessity for us to make up the loss we take due to returns. Simply put, our suppliers often times charge us a restocking fee - sometimes exceeding 20% - and we are passing a portion of that onto you. If you have any questions regarding products you're looking to purchase, please don't hesitate to send us a message and we'll be able to assist you. Ideally, we'd like to help assist you in making the right product purchase for your lighting needs!
We usually respond within 1 business day. Rest assured that we will take care of any question or issue you may have.
Damages
Please inspect the packaging of your item when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item arrived damaged, please send photos to care@lightingaccent.com and we will process an insurance claim on your behalf.
Cancellations
All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. Note custom made orders cannot be cancelled.
If you have any questions or issues, you can reach us the following ways:
- Fill out the form here
- Email hello@lightingaccent.com
- Live Chat with us on the bottom right
- Call us at (888) 406-6668