Customer Service – Lighting Enthusiast

How do I contact customer service with a question or request?

Please email Customerservice@worleyslighting.com any time for the quickest, most thorough response. We are in the Studio Monday-Thursday and will return your email promptly. We do not currently have a call-in phone line and are not always available for chat on the website, but we absolutely want to hear from you and make sure all of your questions are answered! Our Customer Care page has a lot of answers and solutions to commonly asked questions.

Do you have a first time buyer discount?

Yes! Please sign up for our email list to receive a $25 off coupon for your purchase of $500 or more. When you visit our website, you should see a pop-up for this discount.

Do you ever run sales?

We strive to keep pricing fair and low year-round for our customers, so we don't generally run sales. We do run a 10% off sale for everyone during Black Friday weekend every year.

How long will it take to receive my order?

All of our lighting is made to order with a 2-3 week production lead time. We ship everything from our studio in South Carolina via UPS.

You can select ground shipping, 3, 2 or 1 day shipping during checkout. For ground shipping to the east coast, transit time is typically 2-3 days. West coast is typically 6-7 days.

Can you expedite my order?

We can sometimes expedite orders depending on our production schedule. Reach out to customerservice@worleyslighting.com with your request and we will let you know!

Can I upgrade to expedited shipping?

Yes! You can select expedited shipping during checkout. Please note, this only affects transit times, not production time. If you'd like to upgrade your shipping after placing an order, reach out to customerservice@worleyslighting.com with your request.

Can I get my tracking number?

You will get an email with tracking once your order ships. Feel free to email us to check on your order's progress!

Do you offer finish samples?

Yes! You can order a full set of samples here or individual samples here. Seeing finish samples in person can be very helpful for choosing what finishes go best with your space.

Can I customize a fixture?

We can customize our fixtures sometimes! For example, we can use the shade of another fixture on the body of something else. We can also customize rod lengths and widths. However, we do not do fully custom fixtures. Email us with any customization requests and we will let you know.

What height should I order for my chandelier or pendant?

This is going to be a personal preference, but the standard rule is: your light fixture should hang 30 – 36 inches from the top of your table/island if you have an 8-foot ceiling. For every foot of ceiling height beyond 8 feet, add 3-6 inches to the length of your rod/wire.

Can this fixture be made as a plug in?

A lot of our fixtures (not all) can be made as a plug-in style. If plug-in style is available, it will show as a customization option on the product page.

Can this fixture be made with a fixture switch?

A lot of our fixtures (not all) can be made with a fixture switch. If a fixture switch is available, it will show as a customization option on the product page.

Can I use a bulb that is brighter than 60 watts?

LED bulbs use a lot less wattage and produce more light. For example, a "60 watt equivalent" LED bulb only uses around 5.5 watts. This means you can use a brighter LED equivalent bulb for more light!

Can I mount this fixture on a sloped ceiling?

All of our ceiling-mounted fixtures can be modified to work with a sloped ceiling or come standard, compatible with a sloped ceiling. If the fixture has a hook-and-loop attachment at the canopy, it is already compatible with a sloped ceiling. If not, just select "add canopy swivel for sloped ceiling" from the customizations section on the product page before adding to your cart. Email us with any other questions.

Will this fixture be bright enough for my space?

The amount of light needed for a space is somewhat subjective. We always recommend having multiple light sources in any room to have options and layers of light. Please refer to the lumens of each bulb to see how bright your fixture will be.

Can I change/update my order?

Yes! Changes can be made to your order if it was placed 48 hours or less ago.

Can I update my shipping address on an order?

Yes! Please reach out to us ASAP and we will update your shipping address for you. We cannot make shipping address updates after your order has already shipped.

How do I pay for my order?

You can pay by credit card or other online payment methods directly on our website.

When will my order ship?

Orders for 10 lights or less typically ship within 2-3 weeks. If your order has more than 10 lights, email us for a more accurate production lead time.

I have a problem with my order.

We are happy to help solve any issues you are having with your order. Please email us with details and photos if possible. We will provide the best and quickest solution to suit your needs!

How do I place an order on the website?

Add items to your cart from the product page. Please make sure all selections are made before adding to your cart. Our website will then guide you through the checkout process step by step. You can pay by credit card or other payment methods. You do not have to use Shop Pay even though it will pop up automatically at first!

Trouble adding to cart.

Please make sure all selections are made on the product page before adding to your cart. If you have opted to replace your wooden backplate with wood, you will still need to select a wood option to add to your cart. Email us with any questions or concerns!

Problems with checkout.

Please email us with any questions or concerns! We are happy to help.

What is your return policy?

Because all of our lighting is made to order, we only offer returns for store credit with conditions. To return for store credit, the following criteria need to be met:

1. The items are unused and in their original packaging.

2. The items were delivered to you within the last 30 days. Here is a link to all of our store policies.

If your items are eligible, please return ship them to us at:

Worley’s Lighting, 1355 E Black St. Rock Hill, SC 29730 With your original order number on the outside of the box with the word RETURN. Once we receive the returned item and inspect it for quality, we will issue you a gift card with your credit amount. We will only be able to issue a credit if the fixtures are returned in new condition without any damage, so make sure to package your items very carefully! A 10% restocking fee applies to all returns and will be taken from credit. Email us with any questions!

What is your product warranty?

The electrical parts on any fixture you purchase are warrantied for 2 years. Damage caused by mishandling or incorrect bulb use will not be covered. All repairs will be done in our studio in South Carolina. We cannot cover field labor costs for installation or removal. Contact us with any issues!

Our metal and wood finishes and detachable globes and shades are not covered under warranty but with proper care will last the lifetime of your fixture. Replacements shades are available upon request.

Can you send care instructions?

You can download our general care instructions sheet here.

How to clean your brass.

Our brass is unlaquered and will patina and get darker with time. The oxidization process is quickened if someone touches the brass with bare hands. The oils from hands react with the brass and leave dark spots. We see this a lot if the electrician or installer doesn’t wear the gloves provided to install the fixture. Or if some liquid/humidity comes in contact.

The good news is, if the brass is left untouched, you’ll rarely need to polish it. If any dark spots appear, our brass can be polished quickly and easily. We recommend this stuff: Brasso. You can find it pretty much anywhere! To use just dab a tiny bit on a cloth, or rub in with gloved fingers. It's kind of like the texture of tooth paste. Then wipe off with a clean cloth. Remember to use as little as possible to keep it neat and easy. If you have any questions, please email us!

My order is missing parts.

Each order is carefully quality checked and packaged for accuracy. It would be extremely rare for an order to ship missing parts. Some of our lights ship with the shades and down rods detached. Please carefully check the packing material in every box in your shipment to locate all parts before throwing your packaging out. If the order was shipped to a job site, please make sure to look around on site. Things can easily be misplaced! Email us with any questions, and we will help resolve any problems.

My light arrived damaged.

Please email us with your order number, photos of the damaged fixture and packaging if you have it! We will get this resolved for you right away.

My light doesn't work.

Please email us with your order number, photos if you have them, and a description of the issue you're experiencing. We will provide and solution and get this resolve for you right away!

How can I add more height to my fixture?

If you need to add more height to a fixture you have already received, please email us with your request. We can send you a quote for down rod extensions.

Can I exchange my fixture for a different finish?

All of our lighting is made to order and cannot be easily refinished. If you want a different finish, please refer to our return instructions. You can then purchase a new fixture with your store credit.

Can I add a fixture switch or cord/plug to my fixture?

If you need to add a fixture switch to a light you have already received, please email us with your request. This would involve some re-wiring and a new backplate. We can send a quote for you to decide if you'd like to make the modification.

Can I customize a fixture?

We can customize our fixtures sometimes! For example, we can use the shade of another fixture on the body of something else. We can also customize rod lengths and widths. However, we do not do fully custom fixtures. Email us with any customization requests and we will let you know.

Can you recreate this light I found online?

We do not reproduce other lighting companies' designs. We have a lot of lighting to choose from in our own catalog. If you need help making a selection, let us know!

Can I order a custom paint color?

We offer custom powder color for $125 extra per color. For example, if you order four fixtures all in the same custom color there would be 1, $125 upcharge. If you order 1 fixture is a custom color it would also cost $125 extra. This upcharge is for the custom color and set up.

Here is a selection of colors to choose from. Samples can be ordered directly through the Prismatic Powders website! A custom color would also increase the lead time to about 6 weeks. Please email us with any questions.

Will this light provide enough light for my space?

The amount of light needed for a space is somewhat subjective. We always recommend having multiple light sources in any room to have options and layers of light. Please refer to the lumens of each bulb to see how bright your fixture will be.

Where can I buy replacement bulbs?

Yes! Visit our light bulb shop. If the fixture comes with a light bulb, please check the product page for bulb specs.

Which light bulbs should I buy?

If your fixture does not have a bulb included, please check out the light bulb guide tab on the page of the product you're interested in. We give bulb recommendations for every light!

We are here to help with everything and anything you may need. Please email us with any questions you have.