FAQs

Pia Ricco selects products from a worldwide marketplace. The majority of our items are manufactured in Asia, Europe, and N. America. Countries include China, Vietnam, India, Italy, Canada, and the USA.

We do not offer custom sizes currently.

Once we receive your order we get to work on it right away. This means that changes or cancellations are not always possible. You should also know that once an order is placed, it cannot be changed online. With all of this in mind, we still do understand that sometimes you want to ask us to try, so you may contact Customer Service to make a request for a change or cancellation. We will make our best efforts to apply the requested change. If the item ships prior to confirmation of a cancellation or change request, you may return it following our standard return policy -Returns. Note that many items that are non-returnable cannot be cancelled.

We realize that refunds are a priority for our customers. Once we have received and inspected the item we are usually able to apply the refund onto the original payment card within one week. Keep in mind that due to shipping, inspection and bank processing times it sometimes takes up to 30 days from the date that you return the item for the refund to appear on your card. Here is more information about  Returns.

If you change your mind and decide to return an item that is defined as returnable, there is no restocking fee, however you are responsible for the return shipping costs. If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge. Here is more information about Returns.

If you want to return an item you may do so within 30 days of receipt as long as it is defined as a returnable item. Just contact Customer Service and we will provide pre-paid return labels. We will need your help in packaging up the item, adding the label to the box and making it available for pick up. Here is more information about Returns.

Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card. Contact Customer Service if you feel that your card is being refused due to our error. In some cases we may recommend that you contact your credit card company to get the issue resolved.

No, we provide free shipping to the US.

We now only ship to the USA.

We want to know immediately when you are unhappy about your experience with Lumens. Please call, chat or email Customer Service right away and we will make our best efforts to address your concern.

If you experience a problem with any product you purchased from Lumens that offers a manufacturer warranty, please contact Lumens Customer Service. We will either facilitate a resolution or put you in contact with the manufacturer so that they might assist you directly. Here is more information about our Warranty.

We offer discounts for members of the trade such as designers, architects and contractors who have presented appropriate credentials and been approved. In addition we may be able to offer special discounts for large volume orders. Please contact Customer Service with any questions.