Contact LightsStory — Support, Shipping, Returns & Order Help

If you need help with an order, product details, shipping timelines, returns, or anything else related to LightsStory, this page is the fastest way to reach the right place. We keep support straightforward: clear answers, practical options, and no guessing games.

Whether you are purchasing a single chandelier for a home renovation or sourcing multiple fixtures for an interior project, our support team can assist with product questions, installation guidance, order status, and post-purchase care.

LightsStory Contact Information

Use the contact details below for all customer support, order inquiries, shipping questions, returns, and after-sales requests.

Trade Name: Lightsstory
Phone/Whatsapp: +86 159 14917514
Email: support@lightsstory.com
Factory address: No. 6, Hefeng Street,Second Industrial Zone, Guzhen Zhongshan, 528421 Guangdong, China.
Office address: Ming Sheng Industrial Building, 19-21 Hing Yip Street, Kwun Tong, Hong Kong,Room 511, 5th floor

Fastest Way to Get Help

For the quickest response, email support@lightsstory.com with the key details upfront. Clear information reduces back-and-forth and helps us resolve your request faster.

• Order number (if applicable)
• Product name or the URL of the product page
• Issue type (shipping, returns, damage, installation, technical, billing)
• Photos (for damage, defects, or installation questions)
• Delivery address region (US or Canada)

If you prefer messaging, WhatsApp is suitable for quick coordination. For detailed requests (returns, damage claims, invoices, project quotes), email is best because it supports attachments and a clean record.

Shipping Support

LightsStory provides shipping support for customers in the US and Canada. Shipping timelines can vary depending on whether the item is in stock, made to order, or part of a multi-item shipment. If you have questions before ordering, contact us with the product link and your destination region, and we will confirm the most realistic delivery expectation.

Order Status and Tracking

Once your order is processed and shipped, tracking information is typically provided when available. If you have not received tracking details or your tracking status appears inactive, contact support and include your order number. Some carriers may take time to update tracking after pickup or transfer between hubs.

Address Changes

If you need to change a shipping address, contact support as soon as possible. Address changes are time-sensitive and may not be possible once an order has entered fulfillment or shipment. If a reroute is possible, additional carrier fees may apply.

Delivery Notes

Lighting fixtures can be large, heavy, and fragile. For smooth delivery, ensure the delivery address can accept a shipment of the fixture size and weight. If your building requires delivery appointments, restricted hours, a loading dock, or special access instructions, provide those details when placing the order or immediately after purchase.

Returns and After-Sales Support

LightsStory aims to resolve concerns quickly and fairly. If you need to request a return or after-sales support, start by emailing support with your order number and a clear description of the issue. Where relevant, include photos or short video clips to help us assess the situation accurately.

Return Eligibility

Return eligibility can depend on product type, condition, and whether an item is standard stock or made to order. To avoid delays, contact support before shipping any item back. Unauthorized returns may be refused or delayed because returns must be matched to the correct order and inspected properly.

When requesting a return, please include:

• Order number
• Reason for return (changed mind, incorrect item, defect, damage, etc.)
• Condition confirmation (unused, installed, opened packaging)
• Photos of the item and packaging (if opened)

Damaged Items

If an item arrives damaged, contact support promptly and keep all packaging materials. Packaging is often required for verification and carrier claims. Provide clear photos of:

• The outer box (including labels)
• Internal packaging
• The damaged area(s) of the fixture
• All parts laid out (if multiple components)

Once we review the documentation, we will advise the best resolution path, which may include replacement parts, a replacement unit, or an alternative solution depending on availability and severity.

Missing Parts or Hardware

If you believe parts are missing, contact support with your order number and a photo of everything received. Many fixtures ship with hardware in smaller inner boxes or packaging compartments. A photo inventory helps us identify exactly what is missing and send the correct part without delay.

Installation and Product Guidance

Lighting is both functional and technical. If you have installation questions, we can help with practical guidance, but installation should be performed by a qualified electrician where required. For best results, include the product link, ceiling height, room context, and a photo of the installation point if possible.

Common questions we can help with include:

• Recommended hanging height over dining tables and kitchen islands
• Fixture sizing for room dimensions
• Bulb type, LED compatibility, and color temperature guidance
• Mounting plate and canopy details
• Basic care instructions for glass, metal, and stone components

Materials and Care

Different materials require different care. If you have questions about cleaning or long-term maintenance, contact support with the product link and the material type (for example, Murano-style glass, alabaster, or metal finishes).

General care guidance:

• Glass: Use a soft, dry microfiber cloth. Avoid abrasive cleaners.
• Alabaster: Clean gently with a soft cloth; avoid soaking or harsh chemicals.
• Metal finishes: Wipe lightly; avoid corrosive or acidic cleaning agents.

Trade, Interior Designers, and Project Orders

If you are an interior designer, architect, developer, or purchasing multiple fixtures, we can assist with specification support and order coordination. Email support with project context and the list of products you are considering (links are ideal). If you already have a schedule or delivery window in mind, include it so we can advise on lead times and logistics for US and Canada delivery.

For project inquiries, include:

• Project location (US or Canada)
• Desired delivery window
• Product shortlist (links)
• Quantity per item
• Ceiling heights and room types (if relevant)

Billing, Invoices, and Order Confirmation

If you need an invoice, order confirmation, or billing clarification, email support with your order number and the exact document you need. If your request is time-sensitive (for example, you require an invoice for a project milestone), mention the deadline in your message so we can prioritize appropriately.

Common Support Topics

Most contact requests fall into a few predictable categories. If you include the relevant details upfront, resolution is usually fast.

• Shipping: “Where is my order?” Include order number and destination region.
• Returns: “Can I return this?” Include order number, condition, and reason.
• Damage: Include photos of item and packaging.
• Installation: Include product link, ceiling height, and install photo if possible.
• Product questions: Include product link and the exact spec you need confirmed.

Response Time Expectations

We aim to respond as quickly as possible, but response time may vary depending on message complexity and the volume of requests. For urgent issues related to delivery, damage, or missing parts, include “URGENT” in the email subject line along with your order number to help prioritize correctly.

Contact LightsStory

If you are ready to contact us now, email support@lightsstory.com and include your order number (if applicable). For quick coordination, WhatsApp is also available at +86 159 14917514.