Welcome to Ciana Help Center
SHIPPING & RETURNS
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Shipping
Just like you, we cannot wait for you to incorporate your CIANA Home fixture into your space! As a boutique product, your fixture will not begin to be built until you purchase your item. Right now, our current delivery timeline is anywhere from 10-12 weeks. We will send you an email when your order has shipped so that you have a delivery date in mind.
Once your order has been built, we will send you a shipping confirmation with tracking information. Orders sent via UPS or FedEx average 4-10 business days once they leave our warehouse. Please keep in mind that shipment times can be affected by the carrier and inclement weather conditions.
If you have a question about a specific item or location, you are welcome to contact us at wecare@cianalighting.com and we can help you estimate the time for delivery.
Please log into your account through the CIANA Home website or contact us at [email protected] for questions regarding your order status, or to inquire on lead times for a specific item.
You will receive an automated email with a tracking number on items that are shipping via UPS and FedEx once your order has left our warehouse.
Whenever possible, we ship each order together. If your order dictates different shipping methods, your items will arrive at different times. If you have a question about the shipment process for your order, please give us a call at 385.378.5007, or send us an email with your order information to [email protected].
We typically utilize UPS & FedEx Delivery. Regardless of which shipper we use, an email with a tracking number will be emailed to you once your item(s) have shipped. If you ordered multiple fixtures, orders may arrive in multiple boxes or at various times.
To allow us to file a claim with the delivery service company, shipment damages should be reported to wecare@cianalighting.com. within 48 hours of the package arriving.
Returns
For the fairest evaluation, we feel that a 30-day window is sufficient in determining if the fixture is right for your space. If you foresee that your project will require more time before making this assessment, please let us know before purchasing your product.
For the greatest success and ease in your return process, please have your return request submitted within 30 days from the date of the original purchase. Please call us (at (385)378-5007) or send us an email (at [email protected]) and we will get back to you as soon as possible.
Your receipt or order number helps us locate your purchase quickly. If you don’t have a receipt, we should be able to find the purchase in other ways, but we may ask you for more information so we can better assist with your request. If no record of sale is available and we choose to provide a refund, your identification will be required to process the return at the current listed price on a CIANA Home Gift Card.
To allow us to file a claim with the delivery service company, shipment damages should be reported to wecare@cianalighting.com within 48 hours of the package arriving.
To ensure that a refund goes as smoothly as possible, we only accept returns if the fixture is in its original state and packaging.
We will do our best to take care of customers and deal with them fairly; we ask that our customers treat us fairly as well. Each return request will be evaluated on a case-by-case basis but from time to time we cannot accommodate a return.
To ensure that a refund goes as smoothly as possible, we only accept returns if the fixture is in its original state and packaging.
Refunds
If you have requested an exchange, you will be charged for the new item and credited on your original form of payment once the exchanged item is returned and inspected.
Once a return is processed, funds will be applied to the original form of payment of which the returned items were purchased.
We will credit your original form of payment as soon as the light is received by our warehouse team and inspected.
If the lighting is damaged or broken during installation, we will not be able to offer you a full refund. If this occurs, please contact us so that we can assist you with the best solution.
As long as a fixture is returned in its original condition, inside of the original packaging and box, and within the 30-day time limit, there is no restocking fee of $20.00
