Help Center

All products are manufactured at our factory and ship directly from our production facility to your door. Our business operations and customer support are based in New York, USA.

Standard shipping uses ocean freight with FedEx or UPS for final-mile delivery. Expedited orders use international air freight carriers (UPS, FedEx, DHL, or EMS).

Once your order is processed and packed, it is loaded onto an ocean freight vessel. Upon arrival at a US port, your package clears customs and is delivered via FedEx or UPS. Total transit time is approximately 4–6 weeks from the order date.

Expedited orders ship via international air freight (UPS, FedEx, DHL, or EMS). Estimated delivery is 1–3 weeks, with fastest orders arriving in approximately 7–10 business days. A tracking number will be emailed within 2–4 business days of your order date.

Standard Shipping: A tracking number is issued after your package clears US customs and is picked up by FedEx or UPS (typically around week 4–5). Contact us any time for an ocean transit status update.

Expedited Shipping: A tracking number is emailed within 2–4 business days. Track via 17track.net or directly on your carrier's website.

Visit our Order Tracking page for full details.

We ship to the US, UK, Canada, Australia, New Zealand, most of Europe, select Asian countries (Japan, Singapore, Malaysia, Hong Kong, Macau), South Africa, Mexico, and more. We do not ship to most African or South American countries, or to PO Boxes / APO / FPO addresses.

If your country is not listed, email us at info@pinlighting.com and we'll calculate a custom rate.

Check around your property, with neighbors, or at your building's reception. If you still cannot locate the package after 24 hours, contact us within 7 days of the delivery date. After this window, we cannot file a claim with the carrier.

If we cannot deliver your order within 90 days, we will notify you, cancel your order, and issue a full refund. Please contact us immediately if your order appears significantly delayed.

We offer a 30-day return policy from the date of confirmed delivery. Items must be unused and in original condition, with all original tags and packaging, accompanied by proof of purchase.

Full details are on our Refund Policy page.

You are eligible for a full refund and free replacement (we cover all costs) in these cases:

• Item arrived damaged or defective
• Wrong item was delivered
• Item was returned to sender undelivered
• Item was not delivered within 90 days

• Items returned after the 30-day window
• Orders or items valued at $5,000 or more
• Custom, bespoke, or special-order products
• Bulbs
• Items not in original condition or packaging
• Bulk orders of 3 or more identical items

Returns sent without prior authorization will not be accepted. Please follow these steps:

1. 1Confirm your order qualifies (unused, within 30 days, original packaging).
2. 2Email info@pinlighting.com with your order number, reason for return, and photos if the item is damaged or defective.
3. 3We will respond within 24 business hours with return authorization and the correct return address.
4. 4Ship the item to the address we provide and send us your return tracking number.
5. 5Include your order confirmation printout inside the package.

If the return is due to our error (damaged, defective, or wrong item): We cover all return shipping costs.

For all other returns: The customer is responsible for return shipping costs. Original shipping charges are non-refundable.

Once we receive and inspect your returned item, your refund will be issued to your original payment method within 10 business days. We process returns within 3–5 business days of receipt.

If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us.

Yes. EU customers have the right to cancel or return any order within 14 days of delivery for any reason, without justification. Items must be unused, in original condition with tags and packaging, along with proof of purchase.

Yes. Our products are compatible with standard US household voltage (110–120V, 60Hz). Please refer to each product's specifications page for full electrical details.

Bulb inclusion varies by product. Please check the individual product page for details. Note: bulbs are excluded from our return policy and cannot be returned or exchanged.

We make every effort to display product colors and images as accurately as possible. However, actual colors may vary slightly depending on your monitor settings. If you have concerns about a specific finish or color, please contact us before purchasing.

We offer fixtures in a wide range of materials including Brass, Wood, Travertine, Glass, and Alabaster. Each product page lists specific materials. You can also browse by material in our Shop section.

Yes. Installation instructions are included with each product. We recommend that all electrical fixtures be installed by a licensed electrician in accordance with local building codes and safety regulations.

All products are covered against manufacturing defects. If you receive a defective item, we will replace it or issue a full refund at no cost. Please contact us with photos of the defect within 30 days of receiving your order.

• Visa, Mastercard, American Express, Discover
• PayPal, Apple Pay, Google Pay, Shop Pay
• ACH Direct Debit, USDC

All transactions are secured and encrypted. We do not store your full credit card details.

Yes. Our store is powered by Shopify, which uses industry-standard SSL encryption. Your payment information is processed securely and is never stored on our servers.

All prices are displayed and charged in US Dollars (USD). If you are purchasing from outside the US, your bank or payment provider may apply a currency conversion fee — please check with them before ordering.

Payment declines can occur due to: incorrect card details, insufficient funds, card restrictions on international purchases, or bank fraud detection. Please check your details and try again. If the issue persists, contact your bank or try a different payment method.

We accept Shop Pay, which may offer installment payment options depending on your eligibility. Select Shop Pay at checkout to see if installments are available for your order.

No. All product prices are exclusive of customs duties and VAT. Import duties, taxes, and charges are not included in item prices or shipping charges, unless otherwise stated at checkout.

• Standard Shipping (US, EU & Canada): Our shipping partner manages customs clearance and covers import duties on your behalf as part of the door-to-door service.
• Expedited Shipping: Import duties and customs charges are the buyer's responsibility.

Customs clearance typically takes 2–5 business days. If your package appears held for more than 10 business days without an update, contact us immediately. We will check progress with our logistics partner and update you within 24 hours.

For most standard shipments, customs clearance is handled by our logistics partner on your behalf — no action required from you. For very large orders, customs may require additional documentation and we will contact you directly if needed.