Matilde Palm Leaf & Brass Pendant
Shipping
Here are some details about our shipping services:
We offer free shipping on all orders.
Order delivery time = Order preparation time + transportation time
Processing time: 3-7 days
Delivery time: 6-12 days
Note:
1.For large items, if the package size is more than 39 inches, we will use sea freight and the shipping time is 4-6 weeks days. We hope you can understand.
2.If your project is urgent, you can contact customer service to expedite your order for an additional fee.
Shipping, Delivery and Deadlines
The stated shipping and delivery dates are estimates only and may be affected by a number of factors, including shipping method.
Cut-off times indicate when an order must be placed on a specific date before processing can begin, and varies by carrier.
Shipping and order confirmation
After placing your order, you will receive an email order confirmation and a second email after your order has shipped. Tracking number will be provided when available (tracking number will be activated within 24 hours). Due to differences in state tax laws, we cannot change the shipping address once an order has been placed. And orders that have already been placed or are in transit cannot be cancelled. Please understand, thank you. Therefore, please make sure that all your shipping information is correct before placing an order.
How can I track my order?
Our delivery times start from the moment the order is accepted and include a 24-hour period, your item will be processed and shipped within the business day. Please note: During the promotion period, this may take longer.
The moment the package leaves the warehouse, a tracking number will be sent to you with the contact information you provided. Using the tracking number, you can check for updates on the location of your package.
*Please note that the tracking number must be the same as the shipping service company.
If you are still unable to track your order, please contact +1（212）380-7263
Customer Service for support.
For other regions, please contact us for availability Email : support@fullstarlighting.com
Service Hours : 24 hours a day, 7 days a wee
After-Sale & Refund
Free return and exchange
We understand that sometimes you buy items that are not suitable for your environment. They do not match your decor, and if for any reason you are not satisfied with the product, you can return the item within 30 days of delivery.
Return and Exchange Conditions:
● Don't install it, use it
● In the original packaging
● Within 30 days after the order is delivered
● No missing parts.
● Products need to be packed in their original packaging.
Return Time
Returns can be initiated within 30 days of receipt of the refund. Returns outside the 30-day return window will not be accepted. Once the item has been received and inspected through our warehouse, a refund will be applied to your account.
● Refunds within 24 hours: You can receive a full refund at no cost if you cancel your order within 24 hours of placing it.
● Refunds after 24 hours: If you request a refund after 24 hours, a handling fee and transaction fees will apply.
● Order Confirmation: We will confirm the shipping details with you before dispatching the product.
● Post-shipment Refunds: If the product has already been shipped, you must wait until you receive the product to initiate the return and refund process.
Production defective or damaged items
As long as you notify us within 48 hours after receiving the goods, the buyer will replace the damaged parts in transit for free. If the damage is severe, we will replace the product free of charge.
Order Cancellation
Customzed items are not eligible for cancellation. For non- customzed orders, you can cancel for free within 24 hours after you place the order by replying to your order confirmaton emai.
Return Process
● To initiate a return: Please send photos and/or videos of the item to support@fullstarlighting.com and let us know your order number. Our customer service staff will determine the eligibility of your return request.
● Return the item: If your return is accepted, we will send you the return address and instructions on how and where to send the package. (Note: Unauthorized returned items will not be accepted). We recommend that you send returns/exchanges in a shipping method that provides tracking information and a signature as we are not responsible for lost returns/exchanges.
● Refund or Exchange: When we receive your return/exchange, we will inspect the item within 5-7 business days and then offer a replacement or refund.
Return fee
● If the return is caused by our problems (eg: incorrect product, product quality problem, wrong address), we will provide you with a full refund;
● If the return is due to a buyer's problem (eg: don't like/want the item, ordered the wrong product/size, provided an incorrect or incomplete mailing address), the buyer should pay for shipping including initial shipping cost.
Refund
● Once your return has been received and reviewed, we will notify you to approve or deny your refund. If you are approved, a refund will be provided to the original payment method within 5-7 business days.
● If you have not received your refund within 5-7 business days, please check your bank account again. Then contact your bank or credit card company. Refunds may take some time to be officially released. If you've done all of this and still haven't received your refund, please contact us at support@fullstarlighting.com
About canceling an order
If you need to cancel your order, please contact us within 24 hours of placing it, and we will be happy to provide free cancellation. But for orders that have exceeded the 24-hour window, a cancellation fee will apply due to processing costs.
Note: We will be notified by email when your order is dispatched. Therefore, the order cannot be cancelled after the goods have been dispatched. 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!
Email :support@fullstarlighting.com
Service Hours : 24 hours a day, 7 days a week
FAQ
Frequently Asked Questions & Answers
1.Why are your prices so cheap?
We closed all our offline stores in 2022 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.
2.How can I cancel an order?
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 understand!
Note: You will be notified by email once the order has been sent. So it is can not to 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 understand! Any questions please contact: support@fullstarlighting.com.
3.After I receive the lamp, can I return it if I don’t like it?
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.
4. Do you replace parts damaged during shipping free of charge?
Yes, we will give you free replacement parts if there is a defect in shipping or manufacturing. But you need to provide some photos and videos to prove the product is faulty.
5. What should I do if there is a problem during the installation?
We recommend to check if the parts of the luminaire are complete one week before the installation in advance.
Our fixtures are very easy to install and can be installed by an average electrician.
If there are some unsolvable problems during the installation process, you can contact customer service support for help. Note that violent operation is prohibited. Unless there is a very good solution.
6. Can I get a full refund because of quality issues?
We support full refund due to quality issues. (Pictures are required as evidence)
We will also give you options
1). We send you a new replacement product
2). If you don’t like it anymore, we’ll give you a full refund.
7. How long does it take to receive my product?
We follow up the package size of the product to choose the shipping method.
Package size under 40″ is usually shipped by courier company, and the delivery time is 9-15 days
Package size over 40″ is generally shipped by ocean freight, with a delivery time of 23-29 days.
In case of special products, our customer service will contact you to determine the time.
8. How long does it take to get shipping information?
Generally, the product will be handed over to the logistics provider after it is processed. It is greater than 1-3 days to get the logistics information after the products are handed over to the logistics provider.
9.Are bronze and black the same color?
Bronze and black are not the same color. If you need pure black. You need to confirm with our customer service. Because the production process is different.
10. I have a high ceiling? Can I customize the length of the rods or the length of the cord?
If the height of the ceiling is very high, you need to confirm the length of the rods, cord and chain with our customer service.
11.Orders & Discounts & Coupon Codes
1).I am a contractor and need to buy a large quantity of products, can I get a trade discount?
Yes, please contact us at support@fullstarlighting.com and we will provide you with discount information.
2).I am a designer and need to buy a large quantity of products, can I get a trade discount?
Yes, please contact us at support@fullstarlighting.com and we will get you information on discounts.
3).I just want to buy some lights for my new house and don’t have a large order, is there a way for me to get a discount too?
Yes, if you are a new customer, you can subscribe to us and we will give you a newcomer discount code.
12.What payment methods do you accept?
VISA, MasterCard, Delta, Switch, Solo, Maestro and Electron.
13.More information about the products
What kind of materials are used in our products?
Most of our products are made with high quality brass and K9 crystal.
14.How should I prepare when shopping for lighting?
First, know your budget. Second, if possible, look for pictures from magazines that reflect your tastes. Third, gather fabric or color chips for any areas you want to redecorate.
15.What is the best way to install my new light or chandelier?
Installation instructions are included with every item we sell. If you are unsure about the installation, we recommend that you contact a licensed contractor or electrician.
16.How do I clean my fixture?
Before cleaning, make sure the current is off.
Clean the metal parts with a soft cloth, dampened with a mild liquid soap solution. Wipe clean and polish with a very soft, dry cloth. Under no circumstances should any metal polish be used, as its abrasive nature may damage the protective coating on metal parts.
Wooden parts can be polished with a fine furniture polish, but care should be taken to avoid getting the polish on metal surfaces.
Never use an automatic dishwasher to clean glass or crystal shades. Line the sink with a towel and fill it with warm water and a mild liquid soap. Clean the glass or crystal with a soft cloth, rinse and wipe dry.
17.Do your products come with any guarantee?
Yes, all of our products come with a 3-year manufacturer’s warranty that covers normal wear and tear.
19.Are your products UL listed?
Our products are not UL listed, but our electrical parts are UL listed and meet US safety codes and are installable by electricians.
20.Security and Privacy
Is it safe to order on the internet through fullstarlighting.com?
Yes. All information is encrypted via SSL during transmission to ensure maximum security. For more information on security and privacy.
21.Didn’t find what you were looking for?
Don’t find the answer to your question about shipping? Please contact us and we will get back to you as soon as possible. Contact us at support@fullstarlighting.com
Customization
Design the Lighting You Truly Want
We believe that every space deserves lighting that reflects your unique style and vision. That’s why we offer a fully customizable service for both residential and commercial projects.
Simply share your design ideas with us via email at support@fullstarlighting.com
, and our professional design team will work closely with you to bring your vision to life — directly from our factory, without middlemen and at affordable prices.
Note: Once a custom order has been confirmed, it cannot be canceled or refunded.
What Can Be Customized?
1. Customizing Products on Our Website
Want to modify an existing product you see on our site? No problem!
Please provide the following details:
Product link or model number
Desired changes (size, color, material, etc.)
(Optional) A photo of your space or design scene — this helps us provide the best suggestions
2. Customizing Lights From Other Sources
Saw something you love on another website or in a store? We can help recreate it!
Please send us:
Clear photos or design drawings of the fixture
Desired specifications: base size, materials, finishes, bulb types, etc.
Ready to Start?
We’re here to help with any questions.
Contact Us:
Email: support@fullstarlighting.com
Phone: +1（971）379-7567
Size Guide
Why choose Fullstarlighting?
| Material | Fullstarlighting | Other Sellers |
|---|---|---|
| Metal |
Solid brass
Rust-resistant, lasts for over 10 years |
Iron
Rusts easily and has a short lifespan |
| Crystal |
K9 crystal
Highly transparent, durable, and pure |
Low-quality Crystal
Scratch-prone, impure, and short-lived |
| Glass |
Hand-blown Glass
Durable with excellent light transmission |
Ordinary Glass
Fragile, lacks visual appeal and functionality |
| Finish |
Fine sanding + Anti-rust coating
|
Basic paint finish + Plain plating
|
