Ottoline Alabaster Cluster Chandelier

Shipping Methods:

• Free Standard Shipping: Free on all orders, with an estimated delivery time of 20-40 business days. We ship to the continental United States (48 contiguous states) only — we are unable to ship to Alaska, Hawaii, P.O. Boxes, or APO/FPO addresses.
• Expedited Shipping: Express service with a shipping time of 9-20 business days. Fees are tiered by order value, starting at $80 for orders up to $200 and rising to $760 for orders up to $2,000. For orders above $2,000, contact us for a custom quote.
• Order Processing Time: Orders are typically processed within 3-5 business days, including inventory verification, packaging, and inspection. Made-to-order pieces require an additional 5-12 business days in production. During peak seasons or promotions, please allow 1-3 business days of additional processing time.
• Carriers & Tracking: We ship with UPS, FedEx, and USPS. Every order includes full shipping insurance and package tracking. Your tracking number is emailed to you as soon as the package leaves our facility.
• Duties & Taxes: All applicable U.S. customs duties and import taxes are covered by SevernLighting. The price you see at checkout is the final price you pay.

Delivery Issues:

• Tracking Not Updating: If there is no movement on your tracking for 2-3 weeks, contact us and we will investigate with the carrier.
• Address Errors: Please double-check your address at checkout. We cannot be responsible for packages lost or misdelivered due to an incorrect address. Once shipped, address changes are not guaranteed and carriers may charge a fee.
• Marked Delivered but Missing: Check around your property and with neighbors first. If the package is still missing after 7 days, contact us and we will assist.
• Out-of-Stock Items: If an item is unavailable, we will notify you by email as soon as possible. You may wait for restock or cancel for a full refund. Your payment method is only charged once the item ships.
• Please Note: Fixtures are assembled and dispatched from our manufacturing facility in Guangdong, China. All delivery timeframes are estimates — customs clearance and local postal processing can cause delays beyond our control.

Questions about a shipment? Email us at kay@severnlighting.com

Return and Exchange Policy:

• 30-Day Return & Exchange Window: Contact us within 30 days of receiving your order for a return or exchange, based on the delivery date confirmed in your tracking record. Requests submitted after 30 days cannot be processed.
• Eligibility: Items must be unused and in original condition with all tags, labels, packaging, accessories, and manuals intact. Fixtures requiring assembly must be returned unassembled — pieces that have been installed, or that have damaged wiring or loosened components, are not eligible. A valid order number or proof of purchase is required.
• Non-Returnable Items: Made-to-order, customized, and personalized pieces; light bulbs and consumables once opened; items no longer in original condition or with damaged packaging; and final sale items.

Return Shipping Costs:

• Our Responsibility: If the return is due to a product quality issue, manufacturing defect, shipping damage, incorrect delivery, or a package returned to sender undelivered, we cover all return shipping costs including any applicable customs fees, and issue a full refund or a free replacement.
• Customer Responsibility: If the return is based on personal preference — color, design, or features not matching expectations, size judged incorrectly, change of mind, or ordering the wrong item, model, or quantity — the customer covers return shipping and any related customs fees.

Exchanges & Cancellations:

• Exchanges: The fastest route is to return the original piece, then place a new order once the return is approved. For quality or damage issues we cover both directions; for personal-preference exchanges, the customer covers return shipping on the original plus the full price of the new piece.
• Order Cancellation: Stock items can be cancelled free of charge within 24 hours. After 24 hours but before shipping, a $50 handling fee applies. Once shipped, orders cannot be cancelled — please follow the return process instead. Made-to-order pieces cannot be cancelled once confirmed, as production begins immediately.

How to Start a Return:

• Step 1 — Submit your request: Email kay@severnlighting.com within 30 days with your order number, the items involved, a detailed reason for the return, and photos of any damage or issue.
• Step 2 — Receive your RMA number: We will issue a Return Merchandise Authorization number along with the return address. Returns sent without prior authorization cannot be accepted or processed.
• Step 3 — Pack and ship: Repack the piece securely in its original packaging with all accessories and a copy of your order confirmation. Mark the RMA number clearly on the outside of the parcel, then email us the return tracking number.
• Step 4 — Inspection: We inspect returned pieces within 3-5 business days of arrival and confirm approval by email.

Refund Processing:

• Timing: Refunds are issued automatically to your original payment method — typically 1-3 business days for PayPal and 5-7 business days for credit or debit cards. Your bank may need additional time to post the credit. If you have not received your refund within 15 business days of approval, email us with your order number.
• Return Address: Returns are received at our facility in Jiangmen, Guangdong, China. For customer-initiated returns, please factor international return shipping into your decision — we will confirm the full address and estimated cost when we issue your RMA number.

Questions about returns or refunds? Email us at kay@severnlighting.com