FAQs
PAYMENT
What payment methods do you accept?
We accept all major credit cards (VISA, Master Card), PayPal
How secure is my online order?
Black Sink Faucet is committed to protecting your personal information and providing a secure online experience. We use industry standard encryption and password protection technologies with SSL (Secure Socket Layer). Sensitive information including any type of payment information is not stored on our servers.
All credit card numbers are processed through Stripe payment gateway. The payment gateway is certified to PCI Service provider Level 1. This is the most stringent level of certification available in the payment industry.
ORDERING
What if I typed the wrong email address?
Please contact us so we can change your email address.
Are there any exchange rates?
All of our transactions are based in AU/US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. Please note that any orders that have already been packed or shipped cannot be cancelled. Once orders are shipped we cannot make changes to delivery address, or make any product changes.
How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".
Can I change my shipping address after placing an order?
Please be advised that in very small instances, we can change your shipping address within the next 4-6 hours of your order. However, any long than that, your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacation address as we do not know how long the destination's customs department will have the package on hold.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
SHIPPING
How do you ship packages?
Packages from our warehouse will be shipped by UPS/FedEx/DHL/ DDP Air and SEA Shipping.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there is some location we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
All customs fees are pre-paid by us (AU/US/CA ONLY).
How long does shipping take?
All orders are shipped from our warehouse within 3-5 business days of the order being placed.
The shipment will arrive between 16-35 business days after the shipment date, depending on the availability of the carrier provider, and location.
Shipment delays may occur if the shipment requires customs clearance or inspection in your country, or if there are transportation delays caused by the carrier service.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contain your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “NO INFORMATION AVAILABLE AT THE MOMENT”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical & custom reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping. If you have any other questions, please contact us and we will do our best to help you out.
Where do you ship from?
We operating with multiple fulfillment centers. We have warehouses in the AU, US,HK and CN. All orders are shipped from the warehouse closest to the shipping address provided at checkout. However, we cannot promise an order will ship from a certain warehouse, as our team works as hard as possible to get orders out as quickly as they can, and stock may be limited in select warehouses. In this case, orders will ship from the warehouse that has sufficient stock.
PRODUCTS
What about warranty?
All Signature Faucets come with an industry-leading Limited Lifetime Warranty. For more details, please stop by our Warranty Page.
What is your return policy?
Your satisfaction is our number one priority. For returns, please contact us within 15 days of your purchase at Start A Return. Click here for our full Refund Policy.
How do I install my Chandelier Light?
If you have no electrical experience. Please contact a certified electrician to ensure safety and speed. Detailed installation instructions are included in each box. You can also visit out online Installation Guide.
What are the dimensions of my Pendant Lights ?
Our website lets you view the detailed product dimension sheet under specs tab on each product listing. You can also contact us with any questions.
Where is the product manufactured?
ULURU Lighting is a AU company based. We have global manufacturing and assembly including the US. Each item is unique. If you have a question about a specific item, please contact us. All of our faucets are backed by our Lifetime Limited Warranty for peace of mind.
RETURNS & REFUNDS
Can I change or cancel my order?
Yes, you can. There are two types of order cancellation:
1. Canceling a paid order. If you haven't received the shipping notification, you can cancel this order under "My Orders". Or you can contact our customer service by Chat or Ticket.
2. Canceling an unpaid order: An unpaid order will be canceled automatically after 24 hours. Or please log into your account >> click on "My Orders" and click on the "Cancel Order" button. Your order will be canceled. Please find an example picture below. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.
Can I return my product?
More information and details here Return & Refund Policy
SHIPPING
Do you ship Worldwide?
Yes, we ship Lights for FREE to all corners of word. However, there a few exceptions, please contact us first.
From what locations do you ship?
We are a Australia Company that sources our Lighting from several vendors within the US, Europe. Our largest warehouse in Located in Hong Kong and Guangdong, where most of our orders are shipped from.
How long will it take to receive my order?
We must have 3-5 business days to process orders. Then will ship to the shipping company. You can receive the item in 14-20 days for Express shipping.
Some packages are oversized, we will send by sea and estimated time is 25-35 days after handling.
We are not a freight company and we do not have the authority to ask freight company to work quickly or to prioritize our own. Please understand that. Thank you.
WARRANTY
Does my light fixture comes with a warranty?
Most of our Pendant light or Chandelier Lighting have a limited one-year warranty. Should you have any problem within this time frame, send us an email at contact@ulurulighting.com.
We'll make sure to evaluate the issue and send you replacement part or new Chandelier Lighting, if necessary.
Note: Replacement claims are subject to ULURU Lighting's warranty guidelines and policies.
OTHER
Any question?
You can contact us through our Contact Page! We will be happy to assist you. Thank you.