FAQs

Galastellar is a decorative lighting brand offering chandeliers, pendant lights, wall lights, table lamps, floor lamps, and other lighting for residential and selected commercial spaces. We focus on distinctive designs, product quality, responsive service, and practical support throughout the purchasing process.

Email customer@galastellar.com for product questions, order support, customization requests, or project inquiries. Please include your order number or product link, along with the details of your question, so we can assist you efficiently.

We aim to respond promptly, normally within 12–24 hours. Some product, customization, or technical questions require additional time while we check the details with our product team. We will let you know when we are checking something and follow up as soon as the relevant information is available.

Dimensions are normally listed in the description or specification section of each product page. If you need a measurement that is not shown, send us the product link and the details you need. We can check the information with our product team.

Please email us with the product link and your questions. We can help check relevant specifications, components, finishes, and other product details. Some technical information may require additional time to verify.

Certification and available documentation vary by product and component. A UL Recognized component does not mean that the complete fixture is UL Listed. If your project requires a particular certification, please contact us with the exact product and requirements before ordering. We will check what documentation is available.

Lighting fixtures should be installed by a qualified professional electrician. Electrical conditions, ceiling construction, mounting requirements, and local codes vary between properties. Product diagrams or information are supplementary and do not replace the electrician’s assessment of the installation site. If a fixture appears damaged or unsafe, do not install or use it. Contact us for assistance.

Yes. If your electrician needs clarification about the fixture’s dimensions, components, wiring configuration, or other product-specific details, please contact us. We can help verify information about the product. Your electrician remains responsible for determining the appropriate installation method for the site and applicable requirements.

We recommend waiting until the fixtures have arrived and been inspected before confirming an installation appointment. Delivery dates are estimates, and an appointment booked around an estimated arrival date may need to be changed.

Many hanging fixtures allow suspension-length adjustments, but the range and method depend on the design. If you need a particular maximum length, please confirm it with us before ordering. Your electrician should check the adjustment method for the specific fixture rather than assume that every cable can be cut or extended.

Selected designs may accommodate changes to size, finish, suspension length, or configuration. Send us the product link and your requirements. We will check feasibility, pricing, and any additional production time before you proceed.

Alternative configurations may be possible for selected products. Please send us the product link and the configuration you would like. We will check whether it can be produced and provide pricing if available.

Some simple adjustments may be available without an additional product charge. Other changes may involve extra costs and production time. Availability and charges depend on the fixture and requested change. We will explain the details before you proceed.

Yes. You are welcome to share reference images, dimensions, finishes, and other requirements. We can check whether an existing product or a feasible custom option may suit your needs. Sending a reference does not guarantee that we can reproduce a particular design.

Yes. We welcome inquiries from interior designers, architects, hospitality businesses, procurement teams, developers, showrooms, and other business customers. You can select products from our website or share your requirements. We can help check suitable options, product details, quantities, pricing, and estimated timing.

After business verification and order review, we offer 20% off the first US$3,000 of a first eligible B2B order. Any amount above US$3,000 follows the regular quoted price. Future orders may qualify for volume-based pricing based on completed purchases over a rolling 12-month period. Final pricing and terms are confirmed for each order. For more information, visit our Trade & Project Lighting page.

Please contact us before placing a large or repeated order. We will review the products, quantities, production requirements, customization, delivery location, pricing, and estimated timing with you. Project delivery estimates depend on the specific order and are not fixed arrival guarantees unless expressly agreed in writing.

For some large-quantity or customized orders, we may suggest purchasing one fixture first so you can assess it before proceeding with the remaining quantity. This helps both sides confirm expectations before committing to full production. The initial fixture is a normal paid order at the applicable price, not a free sample. Whether this approach is suitable, and how subsequent production will be arranged, is discussed individually. This is not a required step for ordinary orders.

Send us the specific product link and the information or documentation your project requires. We will check what is available for that fixture. Documentation varies by product, so please confirm any essential requirements before ordering.

Our standard after-sales coverage generally also applies to B2B and project orders. Any additional order-specific terms must be agreed in writing. Coverage begins when the relevant product is received, rather than when the project is completed or the fixture is installed.

If a designer or business purchases lighting for a homeowner, either the original purchaser or the homeowner may contact us about a product issue. The installer may also help by providing photographs, describing the problem, or asking product-specific questions. For changes to the order, return authorization, or refund arrangements, we will coordinate with the original purchaser or paying party. Approved refunds are normally returned to the original payment method.

Available promotions and discounts may vary. Please check the terms of any offer before placing your order. Business and project customers can contact us to discuss pricing based on their order and purchasing requirements.

Free standard shipping is available for most products and delivery locations. Some products, remote destinations, or special delivery requirements may involve additional charges. Once your order details and address are available, we can assess the cost. Any additional shipping charge will be explained and agreed with you before production or dispatch is arranged.

We can arrange shipping to many international destinations, subject to carrier availability. For delivery outside the United States, please contact us before ordering with your products, quantities, and full delivery location so we can check availability, costs, and estimated timing.

For typical products delivered to the United States, previous orders have averaged approximately 30 calendar days from ordering to receipt. This includes normal production, preparation, and transportation. This is a historical estimate for reference, not a guaranteed delivery date. Large quantities, oversized or complex fixtures, customization, production schedules, carrier arrangements, weather, random customs inspections, local delivery schedules, and other factors can affect timing. We assess estimates according to the order. Please contact us for timing to destinations outside the United States.

Please share your deadline before ordering so we can assess what may be feasible. We can estimate timing based on the products and available shipping options, but some stages depend on carriers and customs authorities. Unless expressly agreed in writing, an estimate is not a guaranteed arrival date.

Faster production or shipping may be possible, depending on the product, factory schedule, destination, and available services. Contact us with your order details and requested timing. We will check the options and quote any additional charges before you decide. Expedited services may still be affected by customs inspections and other delivery conditions.

Delivery is generally made to the delivery address or building entrance, depending on the local carrier, access conditions, and shipping service. Indoor placement, upstairs delivery, unpacking, assembly, and installation are not included.

Free shipping does not automatically include import duties, taxes, or customs clearance charges. Unless expressly included in your order or written quotation, applicable import charges are the customer’s responsibility. Previous U.S. orders have generally not resulted in additional import charges being collected from customers, but this does not guarantee the same treatment for every future shipment. For international orders, please contact us before purchasing to discuss the information available for your destination.

We will email tracking details when they become available after dispatch. The timing of the first update and subsequent tracking information depends on the carrier and shipping method. Some transportation stages may have limited updates. An order may arrive in multiple packages on different days. Please check all tracking numbers and packaging before reporting a missing item.

Contact us as soon as possible. We will check whether the address can still be changed and advise you of any associated carrier charges before proceeding. Changes may not be possible once the shipment reaches certain stages of delivery.

Contact us with your order number. We will help investigate with the supplier or logistics provider and share updates as information becomes available. If an order cannot be dispatched within the applicable shipping timeframe, we will explain the revised estimate and available options, including any cancellation or refund rights required by applicable law.

We will help investigate with the logistics provider. If the shipment is confirmed lost, we normally arrange a replacement. Where necessary, we will discuss another appropriate resolution based on the circumstances and applicable rights.

Check with household members, building staff, and any designated delivery area, then contact us. We will help review the delivery information with the carrier. An investigation may be needed before we can determine the appropriate resolution.

Contact us promptly with your order number, a description, and clear photographs or a short video. Please retain the packaging and shipping labels while we assess the issue. After verification, we will arrange an appropriate solution, such as replacement parts, the correct item, or a replacement fixture. For confirmed product or shipping issues not caused by the customer, we cover the related shipping costs. For full delivery information, see our Shipping Policy.

Please inspect the fixture and its components promptly for visible damage, missing parts, and incorrect items. Arrange installation and functional checks promptly so that any quality problems can be identified early. If something appears damaged or unsafe, do not install or use it. Contact us for assistance.

Email customer@galastellar.com with your order number, a description of the issue, and clear photographs or a short video. We will review the information and may consult our product team to identify the appropriate solution.

It covers product quality or functional issues identified within 45 calendar days of receipt. Report any problem as soon as you discover it. After reviewing the issue, we will provide an appropriate resolution, which may include replacement parts, troubleshooting support, a replacement fixture, or an appropriate refund. This is a quality-support period, not a change-of-mind return period. It does not limit statutory rights that may apply.

For two years from receipt, we provide replacement parts and standard shipping at no charge for verified product quality or functional defects covered by our Warranty Policy. This provides parts support; it is not an unconditional two-year whole-fixture return or refund guarantee. If a required part is unavailable, we will discuss an appropriate alternative. After two years, please contact us to check parts availability and pricing.

Damage caused by incorrect installation, misuse, customer- or installer-caused accidental damage, or unauthorized modification is not covered by our voluntary quality and parts coverage. Contact us with the details. We can review the situation and discuss available parts or assistance, including any charges, before proceeding.

Electrician visits, inspection, installation, removal, and reinstallation costs are not included in our standard warranty service, except where applicable law requires otherwise. We recommend having fixtures installed by a qualified electrician.

Except where applicable law provides otherwise, we do not accept returns because you change your mind, no longer need the product, or find that your chosen size, finish, or style does not suit your preferences. Please check product details and project requirements before ordering. This restriction does not apply to verified defects, incorrect items, or products that materially differ from the agreed description.

If production has not started, you may request cancellation and a refund. We arrange production soon after receiving an order. Once production has started, we generally do not accept cancellations due to changes of mind or project plans, even if the product has not yet shipped. Contact us promptly so we can check the actual production status. These conditions do not remove cancellation or refund rights required by applicable law.

Customized products generally cannot be returned for changes of mind. Cancellation may be requested before production starts. Verified quality issues remain eligible for support under our Warranty Policy. Applicable statutory rights and exceptions still apply.

Please contact us first. Some issues can be resolved with replacement parts without returning the entire fixture. If a return is required, we will provide the relevant label, collection arrangement, or other instructions. Do not send a product back without receiving our return instructions.

For approved returns arising from confirmed product or shipping issues not caused by the customer, we cover return shipping. If an agreed return concerns customer-caused damage or another issue outside coverage, any applicable charges will be explained before arrangements are made.

Approved refunds are returned to the original payment method unless otherwise agreed or required by law. We will explain any required return steps and notify you when the refund is processed. Payment-provider processing times may vary. For full coverage, exclusions, cancellation conditions, and applicable consumer rights, see our Warranty Policy.