Frequently Asked Questions
SHIPPING
Do You Ship Internationally?
Yes, we provide delivery to over 100 countries all over the world.
Why am I being charged shipping when your site says, "Free shipping for most orders" ?
There are a few exceptions: special orders, oversized, fragile, and heavy items shipping freight, items with a shipping surcharge, orders under $99 (orders less than $99 are charged a $14.99 flat rate shipping fee), and orders shipping to Canada, Hawaii, Alaska, and Puerto Rico. These charges will be noted on the product page, in your shopping cart, or during checkout.
Also Worldwide delivery calculated additionally.
PAYMENT
What Payment Methods Are Accepted?
Accepted methods of payment:
- PayPal
- Venmo
- Stripe (Credit or Debit Cards)
- Payoneer
What is an authorization hold and when do you charge my card?
If you are paying with a debit or credit card an authorization will occur when you place an order. To ensure the funds are still available, we will reauthorize the card weekly until the items ships, then the authorization will turn into a charge. Orders with multiple items may be split into different shipments depending on where the items ship from, which may result in multiple charges.
Interior-Objects contacts your bank to confirm the validity of the payment method. Your bank holds the funds until the order processes or the authorization expires. Some banks will call authorizations “pending” or “processing” charges, but this isn’t an actual charge. Authorization holds can last from 3 to 7 days depending on the bank.
Does we charge sales tax ?
By law, we must collect sales tax for most US states and Canadian provinces we ship to. The tax amount is based on state/provincial and local laws and is calculated based on the shipping address you enter at Checkout. For trade professionals with resale certificates, these taxes can be waived. Please contact to our Sales Team
Order & Retunrs
What if I purchase an item and then I see it somewhere else cheaper?
Not to worry!
Please let us know and we will happily match that price.
Keep in mind that shipping and handling fees, as well as any applicable sales tax, will be taken into consideration. For example, if Lumens offers free shipping and the competitor charges for shipping, then the total price, including shipping, will be matched. Of course, we may require some form of verification of the offer and it must be made by an authorized dealer of the product, following manufacturer pricing guidelines and policies. The Low-Price Guarantee excludes clearance, closeout and returned items.
How Can I Cancel Or Change My Order?
Once an order has been placed, it cannot be changed online, but you may contact Customer Service to make this request. We will make our best efforts to apply the requested change, however it may not be possible to stop or change an order that is already in process.
Note that many items that are non-returnable may not be cancelled. These products are identified on the product page and on your order confirmation. If there are any questions or concerns, Customer Service will work with you to clarify your options.
We cannot cancel the order if the products are Made-to-Order, Custom or Special Order to your specifications.
Cancellation requests may take several days to process and you will be sent an email upon confirmation. If an order ships prior to confirmation, you will be asked to submit a Return Authorization Request once you receive the item. A refund will be issued following the standard Return Process.
Change orders can typically follow the same procedure as a cancellation. The same stipulations outlined above apply.
Please contact our Customer Service if you have any questions.
When do I get my refund once I have returned an item?
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.
If I return an item how is my refund calculated?
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.
How do I return a product?
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.
I have a complaint, who should I speak to?
We want to know immediately when you are unhappy about your experience with us. Please chat or email Customer Service right away and we will make our best efforts to address your concern.
What do I do if my product has a problem during the warranty period?
If you experience a problem with any product you purchased from Interior-Objects 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.
Do you offer discounts on large quantity orders?
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.