Frequently Asked Questions (FAQ)
General Information
What is AELVENA?
AELVENA is a lighting brand specializing in elegant, contemporary, and timeless lighting solutions for residential and commercial spaces.
We are committed to creating high-quality lighting fixtures that combine refined design, carefully selected materials, and reliable craftsmanship.
Our collections include:
· Chandeliers
· Pendant Lights
· Ceiling Lights
· Wall Lights
· Table Lamps
· Floor Lamps
· Decorative Lighting
· Customized Lighting Solutions
AELVENA focuses on thoughtful design, quality materials, and detailed craftsmanship to create lighting products that enhance different interior spaces.
Where are AELVENA products manufactured?
All AELVENA products are manufactured at our production facility in China.
Before shipment, each product undergoes quality inspection, including:
· Appearance inspection;
· Structural inspection;
· Electrical component inspection;
· Packaging inspection.
We carefully check each product to ensure it meets AELVENA’s quality standards before delivery.
Where does AELVENA ship from?
All AELVENA orders are shipped from our manufacturing facility in China.
Depending on the destination country and selected shipping method, orders are delivered through reliable international logistics partners.
Are AELVENA products handmade?
Some AELVENA lighting fixtures are carefully crafted by experienced artisans and skilled manufacturers.
Due to the handcrafted nature of certain products and the characteristics of natural materials, slight variations may occur in:
· Color;
· Texture;
· Finish;
· Dimensions.
These natural variations are part of the unique character of each product and do not affect product quality or normal use.
Ordering
How do I place an order?
Ordering from AELVENA is simple:
- Browse our lighting collections.
- Select your preferred product and available options.
- Add the product to your shopping cart.
- Complete checkout and payment.
- Receive your order confirmation email.
Please carefully review your product details and shipping address before submitting your order.
How will I know if my order has been confirmed?
After successful payment, you will receive an order confirmation email containing your order details.
If you do not receive your confirmation email within 24 hours, please check your spam or junk folder.
If you still cannot find it, please contact our customer service team.
Can I modify or cancel my order?
If you need to modify or cancel your order, please contact us as soon as possible.
Requests may usually be accepted within 24 hours after payment confirmation, provided that your order has not entered production or shipment preparation.
Once production or shipment preparation has started, modifications or cancellations may no longer be possible.
Can I change my shipping address after placing an order?
Please contact us immediately if you need to update your shipping address.
Address changes can only be accepted before your order enters production or shipment preparation.
Once an order has been shipped, the shipping address cannot be changed.
Can I request special requirements for my order?
Yes.
If you have special requirements regarding:
· Product size;
· Materials;
· Finishes;
· Installation requirements;
· Project needs;
please contact us before placing your order.
Our team will review your request and provide assistance whenever possible.
How can I check my order status?
You can check your order status through your:
· Order confirmation email;
· Shipping notification email.
Order statuses generally include:
Pending
Your order has been placed but payment confirmation is still pending.
Processing
Your payment has been confirmed and your order is being prepared.
Production
Your product is being manufactured or prepared for quality inspection.
Shipped
Your order has been shipped and tracking information has been provided.
If you need assistance checking your order status, please contact us with your order number.
What if a product is out of stock?
Some AELVENA lighting products are made-to-order or require production time.
If a product is temporarily unavailable, information will be updated on the product page whenever possible.
If you would like to confirm product availability before ordering, please contact us.
Can I request an invoice for my order?
Yes.
If you need an invoice for your order, please contact AELVENA customer service and provide:
· Order number;
· Billing information;
· Invoice requirements.
Our team will assist you with your request.
Payment & Security
What payment methods do you accept?
AELVENA accepts the following secure payment methods:
· PayPal
· American Express (where available)
Available payment methods may vary depending on:
· Your location;
· Checkout availability;
· Payment provider requirements.
All available payment options will be displayed during checkout before completing your purchase.
Is my payment information secure?
Yes.
AELVENA uses Shopify’s secure checkout system and trusted payment providers to help protect your personal and payment information.
Payment transactions are securely processed through applicable payment providers, including PayPal.
AELVENA does not store your complete payment information, including:
· Full payment card numbers;
· Bank account details;
· Payment passwords.
Your sensitive payment information is securely handled by the payment provider.
Why was my payment declined?
Payment failures may occur due to:
· Incorrect payment information;
· Bank security restrictions;
· Payment verification requirements;
· Limitations from your payment provider.
If your payment cannot be completed, please verify your payment details or contact PayPal, your bank, or your payment provider for assistance.
What should I do if my payment does not go through?
If your payment cannot be completed, please try the following:
· Check that your payment information is correct;
· Confirm that your PayPal account or American Express payment method is available;
· Try using another browser or device;
· Contact PayPal, your bank, or your payment provider for further assistance.
If the issue continues, please contact AELVENA customer support.
Shipping & Delivery
Which countries and regions does AELVENA ship to?
AELVENA provides international shipping services to customers in multiple countries and regions.
Our current shipping areas include:
· North America;
· Europe;
· Australia;
· Selected areas in Asia.
We currently provide shipping services to destinations including:
· United States;
· Canada;
· Australia;
· United Kingdom;
· France;
· Germany;
· Hong Kong;
· Macau;
· Taiwan;
· Selected countries in Asia and Europe.
If your country or region is not available during checkout, please contact our customer service team for assistance.
Does AELVENA offer free shipping?
Yes.
Free standard shipping is available for eligible orders in the following regions:
· United States (contiguous 48 states);
· Canada;
· Australia;
· United Kingdom;
· France;
· Germany;
· Hong Kong;
· Macau;
· Taiwan.
For other destinations, shipping fees are calculated based on:
· Destination;
· Product type;
· Shipping method.
The final shipping cost will be displayed during checkout.
Special-size products, customized products, or special transportation requirements may require additional shipping arrangements.
What shipping methods are available?
AELVENA provides different shipping options depending on:
· Your location;
· Product type;
· Order requirements.
Standard Shipping (Sea Freight)
Production Time:
3–10 business days
Shipping Time:
Approximately 3–5 weeks
Estimated Total Delivery Time:
Approximately 4–6 weeks after order confirmation
Carrier:
Sea freight shipping, with UPS or FedEx handling last-mile delivery in the destination country.
Express Shipping (Air Freight)
Production Time:
3–10 business days
Shipping Time:
Approximately 5–10 business days
Estimated Total Delivery Time:
Approximately 1–3 weeks after order confirmation
Carrier:
DHL Express or FedEx International.
How can I track my order?
Once your order has been shipped, AELVENA will send a shipping confirmation email containing your tracking information.
You can use the tracking number provided to monitor your shipment progress.
For sea freight shipments, tracking updates may take additional time due to international transportation procedures.
What happens if my order is delayed?
International shipments may occasionally experience delays caused by factors beyond our control, including:
· Customs processing;
· Weather conditions;
· Carrier delays;
· Local delivery issues.
If your order experiences an unexpected delay, please contact us and we will assist in checking the shipment status.
Shipping & Delivery (Continued)
Can I request delivery by a specific date?
AELVENA will do our best to support your schedule; however, we cannot guarantee delivery on a specific date.
International delivery times may be affected by factors beyond our control, including:
· International transportation;
· Customs processing;
· Weather conditions;
· Carrier delays;
· Local delivery arrangements.
If your order is related to:
· Home renovation;
· Interior design projects;
· Hotel projects;
· Commercial projects;
and you have an important deadline, please contact us before placing your order so we can review the estimated timeline.
What if my package shows delivered but I have not received it?
If your tracking information shows that your package has been delivered but you have not received it, please:
- Confirm that your shipping address is correct.
- Check your mailbox, entrance, garage, or other safe delivery locations.
- Ask family members, neighbors, or building staff if they accepted the package.
- Contact the carrier for delivery details.
- Contact AELVENA customer support for further assistance.
We will do our best to assist you in resolving the issue.
Will I need to pay customs duties or import taxes?
Depending on your country or region, customs duties, VAT, import taxes, or other local charges may apply.
Customers are responsible for any customs fees or import charges required by local authorities unless otherwise stated.
Customs policies vary by country, and AELVENA cannot control or predict customs charges.
Product Information
What materials are AELVENA lighting fixtures made from?
AELVENA lighting products are created using carefully selected materials, including:
· Glass;
· Metal;
· Brass;
· Crystal;
· Fabric;
· Silk;
· Wood;
· Stone;
· Ceramic;
· Other decorative materials.
Specific materials and product details are listed on each product page.
Due to the natural characteristics of certain materials and handcrafted processes, slight variations in color, texture, or finish may occur. These variations are considered part of the product’s unique character.
Are AELVENA lights compatible with LED bulbs?
Yes.
Most AELVENA lighting fixtures are compatible with LED bulbs.
Before purchase, please check each product page for:
· Bulb type;
· Maximum wattage;
· Voltage requirements;
· Socket type.
Using the correct bulb specifications helps ensure safe and optimal performance.
Are bulbs included with the product?
Unless specifically stated on the product page, bulbs are generally not included.
This allows customers to select bulbs according to their preferred:
· Brightness;
· Color temperature;
· Local electrical requirements.
Please refer to each product page for detailed product specifications.
Are AELVENA products suitable for my country’s voltage?
AELVENA provides voltage options suitable for different markets.
Please select the correct voltage option when placing your order.
If you are unsure about voltage compatibility, please contact us before purchase.
Using an incorrect voltage may affect product performance or cause safety risks.
Are AELVENA lights dimmable?
Many AELVENA lighting fixtures support dimming functionality when paired with:
· Compatible dimmer switches;
· Dimmable LED bulbs.
Each product page will indicate whether the fixture supports dimming.
If you are unsure whether your existing electrical system is compatible, please contact AELVENA before purchasing.
How do I choose the right lighting fixture for my space?
Choosing the right lighting fixture depends on:
· Room size;
· Ceiling height;
· Interior style;
· Lighting purpose;
· Installation location.
General recommendations:
Living Room
Choose chandeliers, pendant lights, or layered lighting solutions to create a comfortable and balanced atmosphere.
Dining Room
Pendant lights or chandeliers are commonly installed above dining tables to create a focal point and provide suitable illumination.
Bedroom
Choose lighting fixtures with softer illumination to create a relaxing and comfortable environment.
Entryway and Hallway
Select fixtures that complement the space while providing sufficient lighting.
For large spaces, interior design projects, or customized requirements, please contact AELVENA for assistance.
Are outdoor lighting fixtures waterproof?
Outdoor suitability varies by product.
Please check each product page for:
· Recommended usage environment;
· IP rating (if applicable);
· Installation requirements.
Products designed for indoor use should not be installed outdoors.
If you are unsure whether a product is suitable for outdoor installation, please contact us before purchasing.
Are product colors exactly the same as shown in photos?
AELVENA product images are created to represent our products as accurately as possible.
However, slight differences may occur due to:
· Different monitor settings;
· Photography lighting conditions;
· Natural material variations;
· Handmade characteristics.
These variations are normal and do not affect product quality or performance.
How should I clean and maintain my lighting fixture?
To maintain the appearance and lifespan of your lighting fixture:
· Use a soft, dry cloth for regular cleaning;
· Avoid strong chemical cleaners;
· Handle glass, crystal, and decorative components carefully;
· Follow appropriate cleaning methods based on the product material.
Proper maintenance helps preserve the beauty and performance of your lighting fixture.
Installation
Are installation accessories included?
Most AELVENA lighting products include standard installation accessories.
Because electrical standards and installation requirements vary between countries, additional local electrical components or tools may sometimes be required.
For safety reasons, professional installation by a qualified electrician is recommended.
Are AELVENA products easy to install?
Most products include installation instructions.
For:
· Chandeliers;
· Large ceiling fixtures;
· Complex electrical connections;
professional installation is recommended.
Incorrect installation may affect product performance or safety.
Do you provide installation support?
Yes.
If you need assistance with installation, please contact AELVENA customer service.
Please provide:
· Order number;
· Product model;
· Description of your installation question;
· Photos if necessary.
Our team will provide guidance based on the product information available.
Additional Product Questions
How can I adjust the length of a chandelier chain or hanging rod?
Many AELVENA chandeliers include adjustable chains or hanging rods.
The hanging height can usually be adjusted by:
· Removing or adding chain links;
· Adjusting the hanging rod length;
· Following the installation instructions provided with the product.
For safety reasons, we recommend having installation adjustments completed by a qualified installer.
Does AELVENA offer energy-efficient lighting options?
Many AELVENA lighting fixtures are compatible with LED bulbs, which can provide energy-efficient lighting solutions.
Energy consumption depends on:
· Bulb type;
· Wattage;
· Usage time;
· Lighting configuration.
Please check each product page for recommended bulb specifications.
Returns & Refunds
What is your return policy?
AELVENA accepts eligible returns according to our Return & Refund Policy.
Generally:
· Products must be unused and in original condition;
· Original packaging should be retained;
· Customers must contact AELVENA before returning any item.
Please review our complete Return & Refund Policy for detailed requirements, return conditions, and procedures.
How long do I have to request a return?
Return requests must be submitted within the return period stated in AELVENA’s Return & Refund Policy.
Before returning any product, customers must contact AELVENA and receive return instructions.
Returns sent without prior approval may not be accepted.
What if my product arrives damaged?
If your product arrives damaged, please contact AELVENA as soon as possible.
Please provide:
· Order number;
· Photos of the package;
· Photos or videos of the damaged product;
· Description of the issue.
Our team will review your case and provide an appropriate solution.
What if I receive the wrong product?
If you receive an incorrect product, please contact us immediately.
Please provide:
· Order number;
· Photos of the received product;
· Description of the issue.
AELVENA will review the information and assist you with the next steps.
Do you provide replacement parts?
Yes.
If a component is damaged during transportation or requires replacement, please contact AELVENA customer service.
Please provide:
· Order number;
· Product information;
· Photos of the affected part.
Our team will review the situation and provide appropriate assistance.
Warranty
Do AELVENA products come with a warranty?
Yes.
AELVENA provides a two-year limited warranty for all products.
The warranty covers damage caused by defects in materials or workmanship under normal residential use.
The warranty period begins from the date of delivery.
What does the AELVENA warranty cover?
The warranty covers:
· Manufacturing defects;
· Material defects;
· Functional issues caused by production errors under normal use.
If a confirmed manufacturing defect occurs during the warranty period, AELVENA will review the issue and provide an appropriate solution, which may include:
· Replacement parts;
· Repair assistance;
· Replacement of the affected product or component when applicable.
What is not covered under warranty?
The warranty does not cover:
· Damage caused by improper installation;
· Damage caused by incorrect use, accidents, negligence, or unauthorized modifications;
· Normal wear and tear;
· Damage caused by improper electrical connections;
· Damage caused by unsuitable installation environments;
· Damage caused by natural disasters or external factors beyond AELVENA’s control.
How do I request warranty service?
If you believe your product has a warranty issue, please contact AELVENA customer support.
Please provide:
· Order number;
· Product information;
· Description of the issue;
· Photos or videos showing the problem.
Our team will review your request and assist you with the next steps.
Custom & Project Services
Do you offer customized lighting solutions?
Yes.
AELVENA provides customization services for selected products and projects, including:
· Size adjustments;
· Material options;
· Finish changes;
· Design modifications;
· Project-based lighting solutions.
Please contact us before placing a customized order so our team can review your requirements.
Do you offer wholesale or project services?
Yes.
AELVENA supports:
· Interior designers;
· Architects;
· Hotels;
· Restaurants;
· Commercial spaces;
· Residential projects.
For wholesale inquiries or project cooperation, please contact our team.
We will be happy to discuss your requirements.
Can customized products be returned?
Because customized products are specially produced according to customer requirements, they are generally not eligible for standard returns.
Exceptions apply to:
· Confirmed product defects;
· Shipping damage;
· Incorrect products sent by AELVENA.
Please confirm all customization details with us before placing your order.
Customer Support
How can I contact AELVENA?
For questions regarding products, orders, shipping, payment, or after-sales service, please contact us:
Email:
aelvena8@gmail.com
Address:
China Guangdong Province
Zhongshan City
Henglan Town
Sansha Jiehui 14th Street No.1, 2nd Floor
Postal Code: 528478
How long does customer support take to reply?
We aim to respond to customer inquiries within:
24–48 business hours
For faster assistance, please include:
· Order number;
· Product information;
· Detailed description of your request.
Still Have Questions?
If your question is not answered in this FAQ, please contact AELVENA customer service.
We are always happy to help you find the perfect lighting solution for your space.