FAQ

Need help? You might find what you're looking for in our FAQ section — it's there to save you time and make things easier.

General

All Denluma products are manufactured by leading OEM partners in China. Before any item is delivered to our customers, it undergoes rigorous technical and quality control inspections to ensure it meets our highest standards of excellence.

To ensure your order arrives safely and avoids damage during transit, light bulbs are not included with our fittings. You can find the required bulb type in the "Product Specifications" section of each item page, allowing you to easily purchase the perfect match separately.

No, all prices displayed on our website are exclusive of VAT. Any import duties or customs fees are determined by your local government's policies and are the responsibility of the recipient.

Yes. Quality is our priority, but if an item arrives with a fault or develops an issue, we offer hassle-free replacements or professional repair solutions. To start a claim, please contact our customer service experts at service@denluma.com with your order details.

We strive to keep our retail prices as competitive and affordable as possible for everyone. However, if you are planning a large-scale project or looking to place a high-quantity order, we would be happy to discuss custom pricing. Please reach out to our team at service@denluma.com for a personalized quote.

Our entire site is secure by way of 128-bit SSL (Secure Socket Layer) encryption, which is the Industry Standard for safe online shopping. The small 'padlock icon' to the left of the URL bar at the top of the page confirms the security of our site. In addition, your data is protected and we never store credit card details.

Shopping with us is simple and secure. We accept all major credit and debit cards—including Visa, MasterCard, and Maestro—with no hidden transaction fees. For your convenience, we also support quick and easy payments via PayPal.

We strive to keep our inventory fully stocked at all times. If an item is currently unavailable, please check the product page for anestimated restock date. If no date is listed, you have two options:

  • Backorder: Place your order now, and we’ll ship it the moment it arrives.
  • Expert Advice: Contact our sales team. They can provide specific delivery timelines or suggest a high-quality alternative that is currently in stock.

Ordering

Once your payment is processed, you will see an Order Confirmation page on your screen. To ensure you have peace of mind, we also send a follow-up confirmation email immediately. This email serves as proof that your order is in our system and currently being processed.

Not seeing a confirmation? If you haven't received an email or are concerned about your order status, please reach out to our team at service@denluma.com. We’ll be happy to track it down for you!

Yes, we understand that plans change! If you need to make an adjustment or cancel your order, please contact our Customer Service team within 24 hours. We will do our absolute best to accommodate your request before your order is dispatched.

  • After 24 Hours: Once an order has been processed or shipped, changes may no longer be possible.
  • Returns & Exchanges: For more details on how we handle items that have already been sent, please refer to our full Returns & Refunds Policy.

Once your order has been successfully placed, you will receive an order confirmation email at the email address you provided during checkout. This email will include your order number, which you can use as a reference if you need to contact us about your purchase.

Please review the order details in the confirmation email to make sure all information is correct, and keep it for your records as proof of purchase.

If you have created an account with us, you can also log in and view your order status anytime in the “My Orders” section of your account dashboard.

If you do not receive the confirmation email within 24 hours, please check your spam or junk folder first. If you still cannot find it, feel free to contact our customer support team for assistance.

You can easily check the status of your order by following these steps:
1. Click the “Log In” link at the top of the website and sign in to your account.
2. Go to Account – My Orders to view all your orders and their current status.
3. Click “View Order” next to the order number to see the order summary and detailed status updates.
If you placed an order without creating an account, you will receive an email notification once your order has been shipped.
If you placed your order without creating an account, or if you need further assistance checking your order status, please feel free to contact our customer service team, and we’ll be happy to help.

If you have any special requests for your order, we recommend contacting our customer service team before placing your order to confirm whether the request can be accommodated. If it is feasible, our team will guide you through the process of placing the order with your special requirements.
If you have already placed an order and would like to request a change, please contact our customer service as soon as possible so we can check the feasibility. If the request can be accommodated, we will do our best to make the necessary arrangements.
If your request cannot be fulfilled, you may still choose to modify or cancel your order for a full refund, as long as the order has not yet been shipped.

Please make sure your shipping address is correct before placing your order. Once an order has been submitted, the shipping address cannot be changed directly online. If you need to update your address, please first check the status of your order.

  • Pending: If your order has not been processed yet, you may simply place a new order with the correct address.
  • Processing / Shipment Transfer: Please contact our customer service team as soon as possible to request an address update.
  • Shipped: Address changes will depend on the carrier’s policy. Some carriers may offer an address change service for an additional fee. Please contact our customer service team and we will try our best to assist you. Please note that the destination country cannot be changed once the order has been shipped.

If the carrier does not support address changes, you may need to receive the package at the original shipping address or contact the carrier directly for assistance.
If the address provided is invalid and the package cannot be delivered, it may be destroyed or returned to the sender. In such cases, additional costs such as reshipping fees or handling charges may apply.
Please note that any address change request is not guaranteed until you receive confirmation from our customer service team.

Yes. If the size doesn’t fit or you are not satisfied with the item after receiving it, you may request an exchange. Please contact our customer service team first, and they will guide you through the process. You will need to send the item to our local warehouse, and once it is received and inspected, we will arrange the exchange for you.

Shipping & Delivery

If your item arrives damaged, please check the package carefully upon delivery. If possible, note “Damaged” on the delivery receipt before signing for the package.
After receiving the item, please inspect it as soon as possible. If you notice any damage, missing parts, defects, or incorrect items, contact our customer service team within 48 hours. Please keep the original packaging, as it may be required for the after-sales process.
To help us resolve the issue quickly, please provide:

  • Photos of the damaged product
  • Photos of the packaging
  • Photos of the shipping label on the outside of the package
  • A short video showing the problem can also be very helpful.

For the best support, please report any product issues within 30 days of receiving your order. Requests submitted after this period may be more difficult to process due to circumstances beyond our control.
Please note that repair costs will not be covered if unauthorized repair or handyman services are arranged without our approval.

After you place your order, please allow 2–5 business days for us to prepare and process your items. Once your order has been shipped, the estimated delivery time is usually 7–25 days, depending on the destination and shipping carrier.
You can check the latest status of your order anytime by visiting Account – My Orders. We will also send you a shipping confirmation email with tracking information as soon as your order is on the way.
Please note that deliveries are typically not made on weekends or public holidays, which may affect the final delivery time.

Yes, we offer worldwide shipping. You can enter your shipping address at checkout to view the available shipping options and delivery cost for your location.
If your country or region is not listed at checkout, please feel free to contact our customer service team at service@denluma.com, and we will be happy to provide you with a shipping quote.

If your tracking information shows that the package has been delivered but you cannot find it, please try the following steps (preferably within 24 hours of the delivery notification):

  • Double-check that the shipping address on your order is correct.
  • Look around your mailbox, front door, porch, garage, or other possible delivery spots.
  • Check with family members, neighbors, or building management in case someone accepted the package on your behalf.
  • See if there is a delivery notice left by the carrier.
  • Contact the shipping carrier (such as FedEx, UPS, etc.) with your tracking number to request more information or start a claim.
  • Sometimes carriers may mark a package as delivered shortly before it actually arrives, so we recommend waiting up to 24 hours.

If 24 hours have passed and you still cannot locate your package, please contact our customer service team and provide the claim number from the carrier. Once the shipment is confirmed as missing, we will assist you with either a replacement shipment or a refund, according to your preference.
For the best support, please report any missing package within 7 days of the delivery date. Requests submitted after this time may be more difficult to process.

If your shipment appears to be significantly delayed, we recommend first contacting the shipping carrier using your tracking number to check the latest delivery updates. You can also reach out to our customer service team, and we will gladly assist in investigating the issue.
If the carrier confirms that there is a shipping exception (such as a lost package) or that the delay will continue for an extended period, we will work with you to provide a replacement shipment or a refund, based on your preference.
Our team always strives to provide accurate delivery estimates and ensure that every order arrives as smoothly as possible. We truly appreciate your patience and understanding, and please feel free to contact us anytime if you have questions about your current or future orders.