Floating Castle Raindrop Crystal Chandelier

Customization Services

At SamuLighting, we understand that every
space is unique, and sometimes, ready-made designs might not meet your exact
vision. That’s why we proudly offer comprehensive customization services,
ensuring your lighting is tailored perfectly to your preferences and needs. Whether
it’s the size, color, style, or a completely original design, we’re here to
bring your ideas to life.

Custom Size, Color & Style

Custom Color

Found a chandelier or wall lamp design you love, but the color doesn’t
match your décor? No problem! We can customize the finish—whether you
prefer gold, chrome, matte black, or something unique—to harmonize
perfectly with your furniture and space.

Custom Size

Have specific dimensions in mind? Let us create lighting that fits
seamlessly into your room. Provide details such as width, depth, and
height (e.g., W 48” X D 10” X H 12”), and we’ll ensure it’s just right for
your space.

Custom Style

Love one of our existing designs but wish it came in a different style? We
can customize products within the same series to suit your aesthetic
preferences.

Custom Items From Your Imagination

If you have a unique vision not featured on our website, we encourage you
to share your ideas. Even a hand-drawn sketch is enough for our team to
understand your requirements and provide professional guidance.

How to Customize Your Design

Simply email us at  support@samulighting.com with
the following details:

Product Reference

Mention the SKU number or share the product link for reference.

Design Details

Include an image, concept, or drawing of the chandelier or lamp you want.

Color Preferences

Specify your desired color for the base or accents, such as gold, silver,
or black.

Dimensions

Provide detailed measurements (width, depth, and height) for the lighting
fixture. Unsure about the size? Share your room dimensions and ceiling
height, and we’ll help you select the perfect proportions.

Once we receive your details, our designers
will review your request and respond within 1-2 business days with a quote.
After confirming your order, we’ll email a customized invoice.

The Customization Process

Contact Us: Email  support@samulighting.com with
your customization request.

Share Your Design: Provide a
product link, image, or drawing, along with size and color preferences.

Make Payment: Confirm your order
and process the customization fee.

Receive Feedback: Our factory will
prepare a detailed drawing or plan for your approval.

Approve & Produce: Once
approved, production will begin.

Additional Information

Production Time: Customized items
require 8–10 weeks to produce and ship, with free standard shipping.
Expedited shipping is available for an additional fee.

Warranty: All customized products
are covered by a 2-year manufacturer warranty.

Return Policy: Please note that
customized items are not eligible for cancellation, return, or exchange.

Ready to bring your dream lighting to life?
Contact us today and let Samulighting create the perfect illumination for your
space.

Shipping & Delivery Made Simple
We offer reliable and hassle-free shipping worldwide:

Standard Shipping (25-35 business days): Free for all orders, using ocean freight + local delivery.
Fast Shipping (12-18 business days): Available via DHL for an additional cost—check our Shipping Policy for costs.

Hassle-Free Returns
Not satisfied? You can return your item within 30 days in new and unused condition for a full refund. (Please note: Paid shipping fees are non-refundable as fulfillment has already been completed.)

To start a return, email support@samulighting.com, and we’ll guide you through the process.

Shop with confidence—we’re here to help!

We have a 30 day return policy. If more than 30 days have gone by since your purchase arrived, unfortunately we can’t offer you a refund. 

To be eligible for a return, your item must be unused and intact (the same condition that you received it). It must also be in the original packaging.

Special and custom orders cannot be returned due to the expense involved in getting them made and their limited value for resale. Suspension length is customizable for many of our light fixtures but a customized suspension length does not void eligibility for refund. The no return policy applies to light fixtures that are produced to custom specifications that go beyond customized suspension length.

To initiate a return please contact us through our contact page on this website, send an email to support@samulighting.com. Requesting a return and refund requires your agreement to our return policy. Within 30 days of the receipt of your order, if there is any manufacturer defect, you may return for a 100% refund. (NOTE: If there is any manufacturer defect or shipping damage, please contact us within 48 hours and take photos and videos to show us the defect for us to verify.) If there is no manufacturer defect and you simply changed your mind or want a different size, you still can return it. You will be responsible for both shipping cost. You need to pay for the shipping to ship it back to us and make sure the product is sealed in its original package and in a resalable condition. Once we receive the product and verify that the product is in new/unused condition, we will issue a refund minus the shipping cost for us.

There are certain situations where only partial refunds are granted 

- Any item not in its original condition, which is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Kindly note:

1. We offer free 30-day returns for quality problems

2. If there are no quality problems, we need you to pay for the logistics costs and the cost of the product in storage.

3. Any damage to the product after receipt will be replaced free of charge

We do not support free returns or exchanges in the following cases

1.More than 30 natural days after receiving the product

2.Not caused by product quality issues

3.The product has been installed or used

4.Products and their packaging not in original condition

5.The bulb is a free gift from us and is not included in the free return service

Process the return

Before you initiate a return, please contact our customer service (support@samulighting.com) and explain the reason (pictures and video are in the appendix). Once the request is successful, our customer service will give you a return information (including address, phone number and recipient information). Note: Please do not send the product directly to our shipping address, we will not refund if this problem occurs.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 3 days.

We do not reimburse cost to install or other contingent cost incurred by the customer regarding any products we sell under any circumstance. The maximum refund is the full amount of the initial purchase.

Cancellation of orders

We understand that for some reason you want to cancel or modify your order, we can help you cancel your order within 24 hours of the order being initiated, but you cannot cancel if the goods have already been delivered to logistics. If you do not like the goods, you can initiate a return request once you have received them and cover shipping and storage costs.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us atsupport@samulighting.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We do not process exchanges as such. If you would like to exchange an item, return it and place a new order.

Damaged or defective items

If you received an item that is damaged, please accept the package regardless of condition.  We will replace items if they are defective or damaged. If you received an item that is damaged or defective use the contact page to tell us about it immediately. Photographic evidence is required for replacement of any parts or the whole order. Due to time restriction on insurance claims for damage incurred during shipment, such damage must be reported within 5 days to qualify for replacement.

Shipping
We will provide you with a shipping label once the return is authorized using DHL, Fedex or UPS. It is the customer's responsibility to get the package to the respective carrier. Do not return to sender under any circumstances. The package must be returned using the label we provide to qualify for refund.

Contact us

Email:support@samulighting.com

We want our customers to feel secure when shopping with us online. That is why we have implemented strict measures to protect your personal and payment information from unauthorized access.

Our website uses the latest encryption technologies to ensure that all data is transmitted securely. In addition, we have implemented robust fraud prevention systems that monitor all transactions for suspicious activity. Should any issue arise, our dedicated customer support team is available to assist you. We are committed to providing a safe and enjoyable shopping experience for all of our customers.

Payment: Currently, We Accept PayPal payment, Visa, JCB, Diners Club, Master Card, Discover and American Express.

Website security

In today's digital age, online security is of utmost importance. The internet is filled with malicious actors looking to exploit vulnerabilities in websites and steal sensitive information. As such, it is imperative that website owners take steps to ensure the safety and security of their users.

One way to achieve this is through the use of secure encryption protocols such as SSL/TLS. These protocols are designed to encrypt data transmitted between a user's browser and the website's server, making it virtually impossible for anyone to intercept or read the data.

At our website, we understand the importance of online security and have taken steps to ensure that our users' information is protected. We have implemented SSL/TLS protocols, which means that all data transmitted between our server and your browser is encrypted and secure.

This not only provides peace of mind for our users, but it also helps to build trust and confidence in our website. By using SSL/TLS, we are demonstrating our commitment to online security and ensuring that our users' data is protected.

Payment Security

We use PayPal to keep your payment safe, PayPal is a well-known online payment processing platform.

Secure transmission: PayPal uses 256-bit SSL/TLS encryption technology to ensure the security of data transmission, ensuring that customers' personal information and payment information will not be obtained by unauthorized third parties.

Account security: PayPal provides a variety of security measures to protect the security of user accounts, including password protection, two-step verification, risk detection, etc., to prevent fraud and account theft risks.

Compensation plan: PayPal provides a compensation plan to protect the interests of customers in the event of transaction disputes and fraud. If a customer makes a purchase on PayPal that is fraudulent, PayPal will refund all payments.

Global regulatory certification: PayPal has obtained multiple international payment regulatory certifications, including the EU's PSD2 certification, Australia's AUSTRAC certification, etc., ensuring PayPal's global legality and compliance.

PayPal ensures the security of payment through various measures such as secure transmission, account security, compensation plan and global regulatory certification, providing merchants and customers with reliable online payment services

We also secure your payments with Oceanpayment, a well-known online payment processing platform.

Oceanpayment has PCI DSS LEVEL 1, the highest level of security certification in the global financial industry, and is certified as a service provider or acquirer by Visa, MasterCard, American Express, Discover, UnionPay International, JCB, etc., and is certified by Google Pay and Apple Pay PSPs. It is a global digital A FinTech company with full licenses for payment technology and business qualifications.

Last updated: December 18, 2023