Your Satisfaction is Our Number One Goal!
At FineHomeLighting.com and FineHomeLamps.com, we want you to be 100% satisfied with your purchase.
Our sincere goal is to provide an enjoyable shopping experience that encourages you to shop with us for years to come.
On the occasion that you receive a product that is not what you envisioned, our customer service staff will guide you through our easy return policy. There may be minor differences in color or texture shown in photographs and the actual products. Returned products with minor color or texture differences are subject to return shipping cost fees and a potential restocking fee.
Customers who place orders online are responsible for the accuracy of their products selection and information entered. Customers who place orders by phone must review their receipt for accuracy within 24 hours.
You may contact us toll-free by phone at 1(800) 481-0120 or by e-mail.
General Shipping to Lower 48 States
(See Shipping to Canada, Alaska, Hawaii, and Overseas at Bottom of Page)
Our free shipping offer applies only to certain items, and only on shipments made to the 48 contiguous states.
We do not ship on major holidays, including Labor Day, Thanksgiving, Christmas, and New Year’s Day.
Wildwood, Frederick Cooper, Chelsea House, Tommy Bahama, Decorative Crafts: Ground-shipped orders are generally received in 6 -12 days to the east coast and 12-18 days to the west coast. Ground-shipped products are shipped via FedEx. Unless requested otherwise, Fed-Ex packages will be dropped off at the front door with no signature required. Except, if item/s is over $1,000, Decorative Crafts products will not be left at front door.
Uttermost, Dimond, Elk, Trump Home, Cooper Classics: Ground-shipped orders generally take about 3 to 8 days to receive. Ground-shipped products are shipped via FedEx. Unless requested otherwise, FedEx packages will be dropped off at the front door with no signature required.
Fine Home Lighting / Fine Home Lamps will not cover shipping fees that result from additional services provided at the time of delivery. This includes indoor delivery of products shipped via freight companies and/or the rerouting of packages to an address different than the “ship to” address provided on the initial order.
Freight Deliveries: Items that must be shipped via a freight truck company may require additional time for delivery. Large or heavy orders may be shipped using freight depending on the size and weight. If there is additional cost for using freight, customer will be advised before shipping. Many of the Deliveries via Freight are to “the curb”.
Return, Exchange, and Refund POLICY to Lower 48 States
No Hassle Returns or Exchanges: Our return policy is easy. Read the next section “Return, Exchange, and Refund PROCESS” below for more details. Call or e-mail Fine Home Lighting / Fine Home Lamps. If your product arrived damaged or doesn’t work properly, please call us and refer to the “Damaged & Defective Goods Policy” below.
Return or Exchange Time Period: For all products, excluding Uttermost, customer may return or exchange the product within 30 days of receipt provided product is in like-new condition with original packaging. Returns for Uttermost products are to be shipped within 7 days of receipt.
Re-Packaging: All items must be returned in the original box/s that item/s was received.
Appearance: There may be minor differences in the color or texture shown in the photographs on our website and the actual products. Color appearance may vary on different computers and photographs are not 100% accurate. Returned products with minor color or texture differences are subject to shipping fees or return shipping cost fees.
Return, Exchange, and Refund PROCESS
Call or Email Us – Acquire Authorization Instructions. To begin the return or exchange process, please call 1(800) 481-0120 or e-mail. Once your request has been received, we will e-mail or call you with return or exchange instructions.
STEP 1: CALL OR E-Mail US. Do not return products to the Fine Home Lighting or Fine Home Lamps address. E-mail us a photo of the damaged or defective item. If item appears to have been damaged in transit, please send photo/s of box also.
Items Shipped via FedEx / UPS Ground: Fine Home Lighting / FineHomeLamps.com pays for the original shipping cost to customer. Customer is responsible for returning the item and the associated return shipping and insurance costs.
We strongly suggest that customers purchase insurance in the event that the product is damaged or lost in transit. Most all table lamps are shipped via FedEx or UPS Ground. Our Product Detail Page indicates whether an item is shipped via Ground or Freight.
After you call us, we will provide you with a Return Authorization Number (RAN) to be placed on the box(es). And, we will provide you a shipping address. Do not send to FineHomeLighting/FineHomeLamps.com. After you have shipped the box(es), please e-mail us a copy of one of the tracking numbers. This will help us expedite your refund for original purchase price.
Items Shipped via Freight Truck: Customer is responsible for return shipping cost plus part of the original ship-to cost if over $50. Fine Home Lighting / FineHomeLamps.com pays for the original shipping cost to customer – up to $50.
If original shipping cost to customer is greater than $50, customer is responsible for the return shipping cost + balance over $50 of original shipping cost. Large mirrors and chandeliers are typically shipped via Freight. Note: FedEx or UPS also ships via Freight. Our Product Detail Page indicates whether an item is shipped via FedEx Ground (FedEx) or Freight.
After item has been returned and inspected, a full refund for the original purchase price will be applied (minus any additional charges if original shipping was over $50).
Good Re-Packaging: Re-pack products for return in original box with original packaging material.
Insurance: We strongly suggest that customers purchase insurance in the event that the product is damaged or lost in transit. Damaged or lost return items will not be replaced or refunded by Fine Home Lighting or Fine Home Lamps.
In the event that a return becomes damaged on its way back to the return destination, Fine Home Lighting / Fine Home Lamps will inform the customer via e-mail or phone that the item was received damaged. It is the customer’s responsibility to file a claim with the shipping carrier and instruct Fine Home Lighting / Fine Home Lamps concerning what to do with the damaged product. If Fine Home Lighting / Fine Home Lamps has not received notification or response from the customer, the item will be donated or destroyed.
Refunds – Once the returned item has been received and verified to have all original contents and packaging and confirmed to be free of damage, the refund will be issued.
If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service at 1(800) 481-0120 or e-mail us so that we may expedite the credit process for you.
Customers will be refunded via the same method in which the item was purchased or via a check. Refunds via check are typically issued with 14 business days of final approval.
Please do not request a charge back from your Credit Card Company during the return or exchange process.
Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the process to run its course. If a charge back has been submitted, we will not be able to credit you for your return or exchange until the charge back mediation process has been completed. This process can take up to 180 days.
Items Not Eligible for Return / Exchange / Refund
Special purchases, including: clearance items, inventory sale items, custom quotes, special discounts, etc.;
Damaged & Defective Goods Policy
At Fine Home Lighting / Fine Home Lamps, we understand that a product may get damaged in transit or, on occasion, there may be a manufacturer product defect. We will stand by you during this process and make sure we do everything we can do to bring it to a satisfying and timely conclusion – at no expense to you.
Please call or e-mail us immediately upon delivery and a description of the damage or defect – along with photos of damaged items and the box.
If damages are reported within 2 days, we can file a claim on behalf of the customer and work quickly to resolve it. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify Fine Home Lighting / Fine Home Lamps, of defective or damaged merchandise within two business days of receipt.
For other brands, we typically send a carrier to pick up damaged items. Please call us to verify return process.
Do not discard broken merchandise or box until approved to do so. If lamp or box is discarded prior to approval, customer may be required to pay for replacement of product.
Fine Home Lighting / Fine Home Lamps will repair or replace the damaged or defective goods for no additional charge. If a refund is desired instead of replacement, Fine Home Lighting / Fine Home Lamps will issue a full refund. Failure to follow return procedure for the damaged item may result in a charge for the free replacement item.
If you would like to cancel an order that has not been shipped from the manufacturer, simply contact one of our customer service representatives at 1(800) 481-0120 or e-mail us. We will submit a request to the manufacturer for the cancellation. Shortly thereafter, you will receive an e-mail acknowledging the cancellation or stating that we were unable to cancel. Please allow up to 72 hours for confirmation of cancellation.
Please be aware that some items may have already shipped from a manufacturer and be in route to the distributor for final shipment to you. Once an order has already shipped, it cannot be canceled, rerouted, or redirected. If you would like to return the item, you will need to follow the “Standard Return Policy”.
Items on Backorder
If you want to cancel an order due to back-order, please call our customer service department at 1(800) 481-0120 to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as back-ordered, only to find that they have already been shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay.
Shipping to Canada, Alaska, Hawaii, and Overseas
Orders shipped outside of the lower 48 United States have additional shipping costs and, where applicable, duty and tax. Charges for shipping outside of the lower 48 United States are based on the total weight and dimensions of the order and the destination.
To place an order, please call or email us with the item/s that you wish to order and your shipping address. We will get back with you on the cost for shipping. Or, you may order online, and we will get back with you on additional costs. Items are shipped via air. Please allow approximately 7 additional days for delivery.
Canada: We ship all of our brands to Canada. To save cost, we have items shipped to a USA location where you can pick up, if possible. Additional shipping, import duty, and taxes are added.
Hawaii and Alaska: We ship all of our brands (except Cooper Classics) to Hawaii and Alaska with additional shipping costs.
Overseas, Non-USA: We DO NOT ship overseas, except to Hawaii and Puerto Rico.
Return Policy: Our return and refund policy is different for orders shipped outside of the lower 48 States. Customer is responsible for all shipping cost “to and from” shipping destination. Refund is applied only on the cost of the item/s purchased (minus any special discounts, if applicable) – and exclusive of additional shipping cost, duty and taxes.
Damage: If item is damaged, Fine Home Lighting / Fine Home Lamps, will replace and file claim with shipper. If customer has made arrangements with their shipper, customer will be responsible for filing claim. Please see “Damaged and Defective Goods Policy” above.