About Shipping
1. Which countries do you ship to?
Products on this website can be shipped to the United States, Germany, the Netherlands, Belgium, Austria, and other European Union countries.
Available delivery countries and regions are subject to the options displayed at checkout. If you are unable to place an order for your country or region, please contact us at [email protected] for assistance.
For complete delivery information, please review our Shipping Policy.
2. How long will my order take to arrive?
The estimated delivery time consists of two stages:
Handling Time: 7–14 business days
Transit Time: 7–14 business days
Estimated Total Delivery Time: 14–28 business days
Business days are Monday through Friday. Customized products may require additional processing time.
Delivery times are estimates and may vary depending on the destination, product availability, customs clearance, carrier arrangements, or peak-season logistics.
3. How much does shipping cost?
We offer free shipping to eligible countries and regions.
The available delivery area is subject to the options displayed at checkout. If you cannot select your country or region, please contact us before placing your order.
4. Which carrier will deliver my order?
We work with EMS and other trusted international logistics providers.
The carrier used for your order will depend on the destination, package size, product type, and local delivery arrangements. Tracking information will be provided after your order has shipped.
5. Can I track my order?
Yes. Once your order has shipped, you will receive an email containing your tracking number.
You can visit 17TRACK and enter your tracking number to check the status of your package.
Tracking information may take several days to update. If you need assistance, please contact us at [email protected].
About Returns and Refunds
6. What is the return period?
You may request a return within 14 days after receiving your product.
Returned products must be unused, remain in their original condition, and be sent back in their original packaging with all original accessories included. You must also provide valid proof of purchase, such as an order number or receipt.
All returns must be approved before being sent back. Please contact us at [email protected] to receive the correct return address and return instructions.
For complete return requirements, please review our Returns and Refund Policy.
7. Do you charge a restocking fee?
No. Our restocking fee is $0.00.
If you return a product for personal reasons, such as changing your mind or ordering the wrong size or colour, you must arrange and pay for the return shipping.
If the product is damaged, defective, or incorrectly supplied, lonzodesign will provide an appropriate solution and cover the applicable return costs.
8. Can I cancel or modify my order?
You may request an order cancellation or modification within 24 hours after placing your order.
You may request changes to the product colour, dimensions, shipping address, or telephone number.
Please contact us at [email protected] as soon as possible. Once order processing has started, we cannot guarantee that your cancellation or modification request can be completed.
After an order has shipped, it cannot be cancelled or modified and must be handled through our standard return procedure.
9. What should I do if my product arrives damaged, defective, incomplete, or incorrect?
Please inspect your order promptly after delivery. If you discover a problem, contact us within 7 days at [email protected] and provide:
Your order number
A description of the problem
A photograph of the shipping label
Clear photographs of the exterior packaging
Clear photographs or a video showing the product and the problem
Please keep the product and its original packaging until the issue has been resolved.
After reviewing the information, we may provide replacement parts, a repair, a replacement product, or a refund, depending on the circumstances.
10. When will I receive my refund?
After we receive and inspect the returned product, we will notify you by email whether your refund has been approved.
If approved, the refund will be issued to your original payment method. We normally process refunds within 5 business days after completing the inspection.
Your bank, credit card company, or payment provider may need additional time to post the refund to your account. If more than 5 business days have passed since your refund was approved, please contact us.
About Products
11. Can I request a longer suspension cable?
Most pendant lights are supplied with a suspension cable approximately 150 cm long.
For many models, the cable can be extended up to 800 cm. Please include the required cable length in your order notes or contact us immediately after placing your order.
Availability depends on the design of the product, so we recommend confirming your requirements before ordering.
12. Will the product voltage be suitable for my country?
Products shipped to European countries are generally configured for a 220V–240V electrical supply. Products shipped to the United States are generally configured according to the applicable local voltage.
Where applicable, we will select the appropriate voltage according to the delivery country. Please check the voltage information on the product page and contact us before ordering if you have specific electrical requirements.
The product must be installed in accordance with local electrical safety regulations.
13. Where can I find the exact product dimensions?
Available dimensions are normally shown in the “Size” or “Product Specifications” section of each product page.
The following abbreviations may be used:
Dia: Diameter
W: Width
H: Height
L: Length
For pendant lights, the listed height may include the suspension cable or chain. If the required measurement is not displayed, please send the product link to [email protected], and we will confirm it for you.
Minor differences may occur because some products are measured manually.
14. Is the light bulb included?
No. Light bulbs must be purchased separately.
Before purchasing a bulb, please check the required bulb fitting, voltage, and maximum supported wattage on the product page. Common bulb fittings include E27, E14, and G9.
If you are unsure which bulb is required, please contact us at [email protected] before placing your order.
About Installation
15. Is the product suitable for my wall or ceiling?
Before ordering, please check the fixture dimensions, ceiling canopy or wall backplate dimensions, available installation space, mounting surface, and electrical connection.
The ceiling, wall, mounting bracket, screws, and fixings must be able to support the complete installed weight of the fixture. Heavy fixtures should be attached to suitable structural support and not solely to plasterboard.
The fixture should be installed by a qualified electrician.
16. Can the light be installed in a bathroom or outdoors?
Only use a fixture in a bathroom, damp area, or outdoor location if the product page explicitly states that it is suitable for that environment and provides an appropriate IP rating.
If no IP rating is shown, the product should be treated as suitable for dry indoor areas only.
Before installation, ask a qualified electrician to confirm whether the fixture is suitable for the intended location.
17. Which installation parts are included?
Included installation parts vary by product and may include a ceiling canopy or wall backplate, mounting bracket, suspension cable or chain, screws, and installation instructions.
The supplied screws and fixings may not be suitable for every ceiling or wall material. Your installer should select the correct fixings for the installation surface.
Please review the product description or contact us if you need confirmation of the package contents.
Customer Service
18. How can I contact lonzodesign?
If you have any questions about products, shipping, orders, returns, or refunds, please contact us:
Email: [email protected]
Support: Monday - Friday, 9:00 AM - 6:00 PM (GMT+8)
When contacting us about an existing order, please include your order number.
