Q:After I receive the lamp, can I return it if I don’t like it?
A:We support refund after you receive the product, but you need to ship it to our designated shipping address at your own expense, and we will start refunding after we receive the product
After checking that there is no problem, we will start refunding. Our refund will deduct our shipping cost and refund the principal amount of the product.
In order to ensure your interest and reduce the loss, we have a good plan as follows.
We will take pictures and video before shipping, and we will ship it to you after you are sure you like it, but you need to make a note or contact customer service support when you place your order to explain the situation.
Q:What if I purchase an item and then I see it somewhere else cheaper?
Not to worry! Merlinlamps has a Low-Price Guarantee so there is no reason to hesitate or wait to make your purchase! If you ever find the exact same product advertised for less anywhere, within 30 days of your Merlinlamps purchase, please let us know and we will happily match that price. Keep in mind that shipping and handling fees, as well as any applicable sales tax, will be taken into consideration. For example, if Merlinlamps offers free shipping and the competitor charges for shipping, then the total price, including shipping, will be matched. Of course, we may require some form of verification of the offer and it must be made by an authorized U.S. dealer of the product, following manufacturer pricing guidelines and policies and it must be a stock item. The Low-Price Guarantee excludes clearance, closeout and returned items. Other restrictions may apply, but why not ask? For more information please contact: info@merlinlamps.com
Q:Why are your prices so cheap?
A:We closed all our offline stores in 2019 to focus on online sales. All our costs have been reduced. Our products come from our own factories.
Therefore, we keep our prices reasonable while giving our customers the highest standard of product quality.
Q:Safe purchase?
A:We have supplied thousands of customers with beautiful lamps and this is a proven website.
Q:Is my money protected?
A:Our website is built on Shopify, so all your actions are protected. Including your money. If you want to cancel your order or return an item, we will refund the money to your account.
Q: How can I cancel an order?
A： You can cancel your order, you can contact us to help you cancel your order. But you need to contact us before your order has been sent out. We cannot help you cancel your order once the goods have been sent out. Thank you for your understanding!
Note: You will be notified by email once the order has been sent. So it can not cancel the order after the goods have been shipped. If you insist that you do not want your package, you can contact us to return it after you receive it. Thank you for your understanding! Any questions please contact info@merlinlamps.com
Q:Does this light fixture require assembly?
A:Yes, our light fixtures are shipped disassembled, so you will need to assemble it after receiving it. We do not include any electrician fees, so you will need to contact an electrician for installation.
Q: What methods of payment do you accept?
A： We support payment by credit card, debit card or bank account.
Q: What if I enter the wrong email or address？
A： Please contact us because we can change your email address, name, and address, but we cannot change your order.
Q: Can I use serval discount codes in one order?
A： If you need to purchase a large number of products (more than 50 of the same product) or customize the entire household/hotel lamp, please contact us at info@merlinlamps.com and we will get back to you with discount information.
Q: How should I prepare when shopping for lighting?
A： First, must know your budget. Second, you look for pictures from magazines or design websites that reflect your taste. Third, collect fabric swatches or color chips for any area you are redecorating.
Q: How do I know which power supply to use?
A： First Determine the application environment(indoor dry, indoor damp, and outdoor), Not all power supplies can be used in every application. Second, calculate the total wattage of the tape light that will be used, to calculate wattage, multiply the total number of feet by the W/ft. Finally, select a power supply that is equal to or more than the total wattage of the tape light. U.S. conventional voltage: 110 ~ 120V. European conventional voltage: 120 ~ 240V. We can also customize it according to your needs.
Q: What is the best way to install my new lights for the chandelier?
A： There are installation instructions included in every product we sell. If you feel the installation is complicated, we recommend you contact a licensed contractor or electrician.
Q: Are your products UL listed?
A： Yes, our products comply with UL standards.
Q: How to return an item？
A： General Return Process
Initiate a return: Please email us at info@merlinlamps.com. with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature because we will not be responsible for lost return/exchange.
Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.For details, please know the Return Rolicy.
Q: How long is the warranty？
A： Product Warranty: We offer a three-year warranty for our products(excluding bulbs）.
Within 3 years, if there are any issues or questions about the product, please contact us at info@merlinlamps.com. with pictures and videos of the problems, you are having. We will reply to the emails within 12 hours, and provide our solutions for the issues you are having.
If you have any other questions, please contact us：
Email :info@merlinlamps.com
Service Hours : Mon-Sat 9 am to 5 pm PST
