FAQs
Welcome to Kaelstone
Find answers to common questions about ordering, customization, shipping, installation, returns, and product care. If you need help selecting the right fixture for your space, please contact us before placing your order.
Orders & Customization
How do I place an order?
Browse our lighting collections, select your preferred size and finish, add the item to your cart, and proceed through our secure checkout.
Can I change or cancel my order?
Please contact us as soon as possible after placing your order. Changes or cancellations may be possible before processing or production begins, but they cannot be guaranteed once an order has entered production or shipping preparation.
Can Kaelstone customize a fixture?
Customization may be available for selected fixtures, including dimensions, finishes, hanging lengths, canopy configurations, and other project requirements. Contact us with the product link and your requested specifications before ordering.
Are Kaelstone fixtures made to order?
Many of our lighting pieces are prepared or produced specifically for each order. Production requirements vary by design, size, finish, and customization. Any applicable timing will be confirmed based on the selected fixture.
Shipping & Delivery
Do you offer free shipping?
Complimentary standard shipping is available for orders delivered within the contiguous United States. Orders shipping to Alaska, Hawaii, Puerto Rico, or other U.S. territories may require an additional shipping quote.
How long will my order take to arrive?
Delivery time depends on the fixture, production requirements, package size, and delivery location. Large, delicate, or made-to-order lighting may require additional preparation and transit time.Estimated shipping time is approximately 35 business days after order processing. Processing time varies depending on the fixture, selected finish, size, and customization requirements.
Delivery times are estimates rather than guaranteed arrival dates. Carrier schedules, weather conditions, customs clearance, remote delivery locations, and other circumstances beyond our control may affect the final delivery date.
If your project has a deadline, please contact us before ordering so we can provide the most appropriate estimate.
Will I receive tracking information?
Yes. Tracking information will be sent by email after your order has shipped. Please allow some time for the carrier’s tracking system to update.
How are large or delicate fixtures packaged?
Depending on the size and construction of the fixture, we may use reinforced cartons, protective internal packaging, wooden crating, or specialized freight delivery to help protect the item during transit.
What should I inspect when my order arrives?
Please inspect the outer packaging and fixture shortly after delivery. Keep all original packaging until you have confirmed that the product is complete and undamaged.
If you notice visible damage, missing parts, or an incorrect item, photograph the packaging and product and contact us promptly.
Product & Installation
What should I check before ordering?
Please review the fixture dimensions, finish, materials, bulb requirements, hanging height, canopy size, weight, and installation information shown on the product page.
For chandeliers and oversized fixtures, we recommend confirming your ceiling height, room dimensions, doorway access, ceiling support, and installation space before ordering.
Are bulbs included?
Bulb inclusion varies by product. Please refer to the individual product description and specifications before purchasing.
Are your fixtures dimmable?
Dimming compatibility depends on the fixture, light source, bulb, driver, and dimmer being used. Please review the product specifications or contact us before ordering if dimming is required.
Can the fixture be installed on a sloped ceiling?
Sloped-ceiling compatibility varies by product and mounting system. Please contact us with the product link and your ceiling details before ordering.
Do you recommend professional installation?
Yes. Hardwired lighting and large or heavy fixtures should be installed by a qualified electrician. Proper ceiling support and mounting hardware must be selected according to the fixture and installation conditions.
Will the product look exactly like the photographs?
We make every effort to present our products accurately. Minor differences may occur because of screen settings, photography, lighting conditions, handcrafted construction, or natural variations in materials such as stone, glass, metal, and wood.
Returns & Refunds
What is your return policy?
Return requests for eligible standard products may be submitted within 30 days of delivery. Items must be unused, uninstalled, undamaged, and returned with all original packaging, components, and accessories.
Please contact us for approval and return instructions before sending any item back.
Are customized products returnable?
Custom, bespoke, personalized, final-sale, and clearance products are generally not eligible for return unless they arrive damaged, defective, or incorrect.
Who pays for return shipping?
For change-of-mind returns, return shipping is the customer’s responsibility. We strongly recommend using a trackable and insured shipping service because Kaelstone cannot be responsible for return packages lost in transit.
If an item arrives damaged, defective, or incorrect, please contact us before arranging a return.
What should I do if my order arrives damaged or incorrect?
Contact us promptly with your order number and clear photographs of the outer packaging, shipping label, protective packaging, and affected product.
Please do not discard the packaging or ship the item back before receiving instructions from our support team.
When will I receive my refund?
After an approved return is received and inspected, the refund will be issued to the original payment method within up to 10 business days. Your bank or payment provider may require additional time to post the funds to your account.
Payments & Support
What payment methods do you accept?
Available payment methods are displayed securely during checkout and may vary depending on your device and location.
Is my payment information secure?
Payments are processed through Shopify’s secure checkout system. Kaelstone does not directly store your complete card details.
How can I contact Kaelstone?
For product questions, customization requests, shipping assistance, or order support, please email:
To help us respond efficiently, include the relevant product link or order number and a clear description of your question.