FAQ

General Information

• Who is Ustianlight?
  

Ustianlight is a leading designer and retailer of high-quality lighting solutions, offering a wide range of modern, contemporary and classic lighting products. We offer a wide range of products from home lighting to commercial and industrial lighting. We are committed to bringing unique design to your home or business, providing products that are both practical and artistic.

• Where is Ustianlight headquartered?
  

All products are shipped from a Chinese warehouse to ensure fast and reliable delivery to customers. 

• Who is the manufacturer?

All our products come from experienced Chinese OEM manufacturers who also provide OEM services for well-known brands. Because of this, we are able to provide customers with more competitive prices while maintaining high quality. We firmly believe that design and durability should not come at a high cost.

• Where are the products manufactured?

Before the product is shipped, we will conduct multiple rounds of quality inspections and technical audits to ensure that each lamp meets our high standards for aesthetics, functionality and safety. We are committed to providing every customer with reliable lighting solutions.

Orders

• How do I place an order?
  

It's easy and secure to place an order with Ustianlight. Simply follow these steps:

a. Browse our product range and select the items you want.

b. 'Add' items to cart.

c. Proceed to the checkout page, fill in the delivery information and choose a payment method.

d. After submitting your order, please check your confirmation email.

• How do I know if my order has been successfully placed?
  

If you have placed an order, we will send a confirmation email to the email address you provided. The email includes the order number - if you have any questions about your order, please have this four-digit reference number available.

Please check the order summary to confirm that your order information is correct and save the email as a receipt of purchase.

Also, if you have a registered account, you can check the status of your order in the 'My Orders' section of your account profile. If you do not receive the email within 24 hours, please check that your email address is correct before checking your spam or contacting our customer service.

• I have placed an order but have not received a confirmation email. What should I do?
  

Please check your spam folder as confirmation emails can be mistaken for spam. Order confirmation emails should be sent immediately, but there may be a delay.

If you haven't received anything after 24 hours, please contact ustianlight@gmail.com so we can confirm that everything is OK with your order.

• I can't complete my purchase, what should I do?
  

If you can't check out or the "Place Order" button doesn't work, please consider the following suggestions:

a. If your checkout page is greyed out, it usually means that you may be missing some information.

b. If this doesn't solve your problem, using a different device/browser may help. Our website is designed to be compatible with Internet Explorer, but if you're using an older version of Internet Explorer, some features of the checkout page may sometimes not display or work properly.

• You can also try to check out using PayPal to see if that helps.
  

Finally, here are some possible solutions that may resolve your issue:

a. Clear your browser cache.

b. Make sure your browser is updated to the latest version and JavaScript is enabled.

c. Try changing browsers (we recommend Google Chrome or Firefox).

d. Temporarily disable any anti-virus software or ad blockers you are running. Refund Policy.

If you are still having issues, please use the "Contact Us" link at the top of the page and we will investigate further.

• How do I change or cancel my order?
  

Yes, you can cancel or modify your order within 12 hours of placing your order. Please contact our customer service team as soon as possible by emailing ustianlight@gmail.com. After 12 hours, your order may have been processed and may not be able to be changed.

Please note that custom and furniture items are only cancelable within 12 hours of payment confirmation. If you refuse to accept delivery for any reason without our consent, you will be subject to penalties, including but not limited to additional shipping and handling fees.

• I have cancelled my order. When will I receive my refund?
  

It can take customers only a few days or even less to receive a refund. Many banks (especially debit cards) will hold the authorization for 48 hours to allow the supplier to submit the authorization.

• Can I change my delivery address after I place an order?
  

Before submitting your order, please double-check your delivery information to ensure accuracy. The delivery address cannot be changed online after the order is placed.

If necessary, please check the order status first.

a. Pending: You can ignore this status and place a new order.

b. Processing: Please contact customer service as soon as possible to make changes.

c. Completed: Depends on the carrier's service. Some carriers charge additional fees to provide address change services. Considering all the above situations, we still understand that you sometimes want us to try to change the address, so you can contact the sales assistant to confirm whether it is possible.

Please note that the country cannot be changed, the success or failure depends on the carrier, and the additional address change fee will be borne by the customer.

If unfortunately, the carrier that delivers your order does not provide address change services, please try to receive your order at the original delivery address, or contact the carrier directly for help. If the address is completely invalid, the package may be destroyed or returned to the sender. In this case, you will be subject to penalties, including but not limited to additional shipping and handling fees.

We do not guarantee any changes until you receive confirmation from our sales assistant department.

• How to specify special requirements for an order?
  

If you have any requirements for our products, or any requirements for shipping, please contact us.

First, please contact our sales assistant before placing an order to confirm feasibility. If it is feasible, our sales assistant will guide you to place an order.

If you have placed an order but have special requirements, please also contact our sales assistant to confirm feasibility. If it is feasible, we will arrange it. If not, you also have the right to modify or cancel the order before shipment and get a full refund.

• How to check the status of my order?
  

To check the status of your order, please follow the steps below:

Click the "Login" link in the upper left corner of any page to log in to your account.
Then, you will be able to view all orders and their current status on the "Account - My Orders" page.

Click the "View Order" link to the right of the order number, you can view the order summary and detailed order status history.

If you do not have an account, you will receive an email after the order is shipped. If you want to check the shipment status, please feel free to contact our customer service.

• Order Status Terms?
  

The following terms indicate the status of an order:

Pending: The order has not been completed and is waiting for payment. After receiving the payment, we will confirm and start processing the order within 24 hours.

Processing: The order has been paid. We are preparing the product, checking the quality, and packing it for shipment.

Completed: The order has been sent to the delivery address provided by the customer, including the package is on the way or has been delivered.

Cancelled: The order has been canceled.

Closed: The order has been returned and refunded.

• I need to receive an invoice. How can I do this?
  

If you need an invoice, you can request an invoice on the checkout page during the purchase process.

Payment

• What payment methods do you accept?
  

For your convenience, we accept the following payment methods:

You can pay with PayPal or use a compatible credit card shown on the checkout page.

• My credit card was declined. What should I do?
  

If your credit card was declined, please consider the following suggestions:

a. You have reached your credit limit

b. Verify payment information (credit card number, expiration date, or security code)

c. If you are still having problems, please consider using another payment method or use the "Contact" link at the bottom of the page.

• How secure is your website?
  

Our website uses Secure Sockets Layer (SSL) technology, which is a recognized industry standard that provides you with a secure transaction connection.

In addition, we use PayPal to provide you with flexible and secure payment methods.
We recommend that you choose Paypal payment, Paypal buyer protection policy, how to use Paypal payment, you can click Paypal.com.

Product FAQ

• What materials are your products made of?
  

Our products are made of a variety of high-quality materials, including glass, metal, wood and crystal, depending on the design. Each product page contains specific details of the materials used.

• Is the lighting suitable for my country?
  

Yes, we provide lamps and accessories suitable for the voltage in your country.

• Is the product easy to install?
  

Yes, all our lighting fixtures come with detailed installation instructions and necessary hardware. However, for more complex installations or to ensure safety, we recommend that they be installed by professionals.

• Does your product have a warranty? How long is the warranty period?
  

The warranty period is two (2) years from the date of first purchase from Ustianlight.com and is valid only if the product is used in accordance with the product's user manual and technical specifications. The warranty covers defects in materials and workmanship under normal use. Please note that this warranty does not cover damage caused by improper installation, misuse or accidents.

Shipping and Delivery

• Which countries do you ship to?
  

Ustianlight ships to all parts of the world, including North America, Europe, Asia, Oceania, etc. We use the services of major, trusted international carriers to ensure that your package reaches its destination safely and undamaged.

• What if my order shows as delivered but is actually lost?
  

There are some things you can do, preferably within 36 hours of the item showing as delivered:

1. Confirm your delivery address.

2. Check your mailbox and other entrances.

3. Check with others in your home or neighbors to see if anyone signed for the package.

4. Check around your home for delivery attempt notifications.

5. Contact the carrier (FedEx, UPS, etc.) and provide your tracking number to file a claim.

6. Sometimes the carrier will notify you before the item is delivered, so we recommend waiting 36 hours.

If it's been more than 36 hours since you received the delivery notification, please contact our customer service and provide your claim number for further assistance. If the item is confirmed to be "lost", we will be responsible for re-shipping or refunding at your option.

• What should I do if my item is severely delayed?
  

Please contact the carrier and our customer service for investigation. If an anomaly is confirmed (such as a lost package) or the delay lasts for a long time, we will be responsible for re-shipping or refunding at your option.

• What if there is damage during transportation?
  

Please contact the carrier and our customer service for investigation. If the item is confirmed to be damaged, we will take back the package and be responsible for re-shipping or refunding (according to your choice).

• How do I track my order?
  

Once your order is processed and shipped, you will receive an email with a tracking number. You can use this number to track your package on our website or the carrier's website.

Shipping and Taxes

• Where is the item?
  

Items are shipped from China.

• How long is your delivery cycle?
  

Most orders take 20–40 business days from order placement to shipment.

Note: May vary by country. Weekends, holidays, customs processing, and weather conditions can affect delivery time.

• I need my item by a specific date!
  

While we will do our best to meet deadlines, delivery by a specific date cannot be guaranteed. Once the package leaves our store, the courier is solely responsible for the timely delivery of your order. It is recommended that you purchase before the deadline to avoid any unexpected delays.

We usually offer fast shipping services, but expedited shipping can be provided by DHL, UPS or Fedex. Please ask for a quote before placing an order. Generally, if expedited is selected, the courier will usually deliver within 1-3 weeks.

If the order is not delivered by the specified date, we cannot refund it in transit. You will need to return the order to us for a refund.

• Who pays import duties and VAT?
  

The prices shown on our website do not include customs duties, local taxes or any other import fees. This means that you may need to pay relevant taxes imposed by your country's customs department when you receive the package.

When your order arrives at the destination country, local customs may impose import duties, taxes and other fees, which are the responsibility of the buyer. The specific amount of these fees will be determined by the customs department of the destination country.

Please note that we have no control over these fees and cannot predict the amount of any customs-related delays or guarantee the specific duration of delays. As customs procedures may vary from country to country (especially in regions with complex customs clearance processes such as the EU and the UK), we strongly recommend that you check local customs regulations before placing an order to minimize the possibility of unexpected delays.

Returns and Refunds

• What is your return policy?
  

I hope you enjoy this Ustianlight item! If you are not satisfied, you can return your item for a refund or exchange within 30 days of receiving it. The item must be in its original condition and packaging. Please note that shipping charges are non-refundable.

If you need to return an item, please contact our customer service team at ustianlight@gmail.com for instructions.

Please refer to our refund policy for details.

• How long does it take to process a return?
  

Once we receive your returned item, we will inspect it and let you know if your refund has been approved. If approved, your refund will be processed within 5 business days and refunded to your original payment method.

Customer Support

• How do I contact customer service?
  

You can contact our customer service team via email at ustianlight@gmail.com. You can also contact us via our online contact form. We strive to respond to all inquiries within 24 to 48 hours.

• Do you offer live chat support?
  

Yes, we offer live chat support during business hours. You can find the chat icon on the bottom right corner of our website for instant help.

Promotions and discounts

• Do you offer any promotions or discount codes?
  

Yes, we offer promotions and discount codes regularly. To stay up to date with our latest offers, subscribe to our newsletter or follow us on social media.

• Can I use more than one discount code on one order?
  

No, only one discount code can be used per order. But we encourage you to take advantage of the best deals when you buy.

Safety & Compliance

• Are your products certified?
  

Yes, all of our lighting fixtures are certified to meet the safety and compliance standards of the countries they ship from, including SAA/UL/ETL/CE/CSA certification and RoHS certification.

• Are your products energy-efficient?

Many of our lighting fixtures are compatible with energy-efficient and long-lasting LED bulbs. We recommend using LED bulbs to save energy and reduce your carbon footprint.

If you have any other questions not covered, please feel free to contact our customer service team via email at ustianlight@gmail.com. We are here to help!