Frequently Asked Questions

Last updated: September 23, 2026

Do you ship to my country?

Orelvon Lighting currently ships to supported destinations across Asia and Europe, including Russia, as well as the United States, Canada, Mexico, Australia and New Zealand. Enter your full address at checkout to confirm availability.

For destinations in South America or Africa, please contact us before ordering. We will check the available delivery routes and provide a separate shipping quotation where possible.

How much does shipping cost?

Free standard shipping is currently available for eligible orders within our configured shipping zones. Alternative shipping services, where available, require a separate quotation.

Enter your complete address at checkout to see the available options. Free Standard Shipping is offered only to eligible destinations and products when displayed at checkout.

For oversized fixtures, multiple lights, trade orders, or hotel and restaurant projects, please contact us for a tailored shipping quotation.

How long will delivery take?

Preparation time depends on stock availability and production requirements. In-stock items may be dispatched sooner; products requiring preparation or production generally take approximately 2–10 business days before dispatch. We process orders Monday through Saturday, excluding public holidays, with a daily cutoff of 6:00 PM China Standard Time (UTC+8). Orders placed after the cutoff or on a non-processing day begin processing on the next processing day. Standard shipping then has an estimated transit time of 35–60 business days after dispatch, excluding preparation or production time. Transit business days are Monday through Friday, excluding public holidays. For custom-made products or special requirements, please contact us before purchase to confirm the schedule.

Delivery estimates are not guaranteed. Customs processing, remote-area service, weather, and carrier delays can affect the arrival date. Tracking information will be provided when supported by the selected service.

Are customs duties and taxes included?

Import duties, taxes, brokerage fees, and customs charges are determined by the destination country or region. These charges may be collected separately from the customer unless checkout clearly states that they are included.

Can I change or cancel my order?

Orders may be cancelled free of charge within 24 hours of purchase, provided that production, customization, or shipment has not begun.

After 24 hours, if production or preparation has started, actual costs of up to 20% of the order value may be deducted. Once an order has shipped, it cannot be cancelled.

Please contact us as soon as possible if you need to change your delivery address, product, finish, size, or quantity. Changes cannot be guaranteed after preparation has begun.

What is your return policy?

Eligible products may be returned within 30 days of delivery. Products must be unused, uninstalled, unmodified, and returned with their original packaging, components, and accessories.

Return authorization is required before sending anything back. Please read our complete Returns & Refunds Policy for all eligibility conditions, costs, and exclusions.

What should I do if my order arrives damaged or incorrect?

Please inspect the package and product as soon as possible. If an item is damaged, defective, incomplete, or incorrect, contact us promptly with your order number and clear photographs or videos.

After verification, we may provide replacement parts, a replacement product, repair assistance, or an appropriate refund.

Will the color and dimensions exactly match the photographs?

Screen settings, photography, and room lighting can cause minor color differences. Manual measurements may vary by approximately 1–2 cm.

Natural materials and handcrafted finishes—including stone, marble, wood, glass, and metal—can have individual variations. These characteristics are generally not considered defects when they do not affect normal function or safety.

How do I confirm voltage and electrical compatibility?

Voltage, wiring, dimming compatibility, bulb requirements, and electrical standards can vary by product and destination.

Please review the product specifications and confirm compatibility with a qualified local electrician before ordering or installation. Contact us before purchasing if you need help checking a product specification.

Can I install the light myself?

Lighting products should be installed by a qualified electrician in accordance with the supplied instructions and local electrical and building regulations.

Disconnect the power supply before installation. Orelvon Lighting is not responsible for problems caused by incorrect installation, unauthorized modification, or incompatible electrical systems.

Do your lights work with dimmer switches?

Dimming compatibility depends on the light source, driver, bulb, dimmer, and local electrical system. A product should not be assumed to be dimmable unless its specifications clearly state this.

Please contact us with the product link or SKU and information about your dimming system before ordering.

Can products be customized?

Selected products may support adjustments to size, finish, color, suspension length, or other details. Customization availability, price, production time, and return restrictions must be confirmed before ordering.

Custom-made or modified products are generally non-returnable unless verified as damaged, defective, or incorrect.

Do you support trade, hotel, and restaurant projects?

Yes. We welcome enquiries from designers, architects, contractors, hospitality projects, restaurants, and other trade customers.

Please provide the product links or SKUs, quantities, destination country, postal code, project requirements, and preferred delivery time. We will review product availability, customization, consolidated packing, and shipping options.