Your Questions, Answered

Have a question about our products, shipping, or returns? You've come to the right place. We've compiled a list of common questions to help you get the information you need quickly. Our goal is to make your shopping experience with Mooijane as smooth and easy as possible.

General Information

Is it safe to purchase from your website?
Yes, it is. Our website uses SSL encryption to protect your personal data, and all credit card payments are processed securely through trusted payment gateways.
Are your products certified?
Our products are UL certified. This means the majority of our products meet stringent North American safety and quality standards. Look for the UL or ETL mark on the product pages for specific details.
What is your product warranty?
We offer a 1-year limited warranty on all our light fixtures, covering manufacturing defects in materials and workmanship. This also includes integrated LED components.
What does the warranty not cover?
The warranty does not cover damage caused by improper installation, misuse, accidents, harsh weather, or normal wear and tear. It also excludes non-integrated light bulbs and third-party installation costs.
How do I make a warranty claim?
To make a claim, please email our customer service team at support@mooijane.com. Include your order number, a detailed description of the issue, and photos or a video of the defect.
How can I contact customer service?
You can reach our team via email at support@mooijane.com or by using the contact form on our website. We typically respond to all inquiries within 24-48 hours.

Product Information

Are light bulbs included?
Whether bulbs are included depends on the fixture. If a fixture has an integrated LED light source, the light is built-in. For other fixtures, please check the "Specifications" section on the product page. If bulbs are not included, the page will list the required bulb type (e.g., E26, E12, G9) and max wattage.
Are your fixtures dimmable?
Many of our fixtures are dimmable. Look in the product specifications to confirm. If a fixture is dimmable, you'll need a compatible dimmer switch and, for fixtures without integrated LEDs, dimmable bulbs.
What is Color Temperature (Kelvin)?
Color temperature is measured in Kelvin (K) and describes the hue of the light. Lower Kelvin values (2700-3000K) produce a warm, soft yellow light, perfect for a cozy ambiance. Higher values (4000-5000K) create a cool, crisp white light. Most of our fixtures use a warm light around 3000K.
What are the dimensions of the canopy / ceiling plate?
The dimensions for the canopy or ceiling plate are listed in the "Specifications" section of each product page. If you can't find this information, our customer service team can help you.
Why is the product color slightly different from the photos?
We do our best to display product colors accurately, but they can look different depending on your monitor settings. For products made from natural materials like wood, marble, and travertine, slight variations in grain and veining are normal. These unique differences are a sign of quality, not a defect.
How do I clean and maintain my light fixture?
For regular cleaning, always disconnect the power first. Dust the fixture with a soft, dry cloth. For a deeper clean, use a slightly damp cloth with a mild soap solution, then immediately wipe it dry. Avoid using harsh chemicals or abrasive cleaners, as they can damage the finish.

Ordering & Payment

What payment methods do you accept?
We accept all major credit cards, including Visa, Mastercard, and American Express, as well as PayPal. We may also offer interest-free installment plans through services like Afterpay or Klarna on eligible products.
How do I apply a discount code?
You can enter your code in the designated field during checkout. The discount will be applied before you pay. Please note that only one discount code can be used per order.
How do I check my order status?
You can check your order status using the tracking link in your shipping confirmation email. If you have an account, you can also log in to view your order history and status.
Can I cancel or change my order?
You can request a change or cancellation within 24 hours of placing your order by contacting us right away. Once an order has begun the shipping process, it cannot be canceled or modified.
What is your policy on backordered items?
If an item is backordered, we will notify you with an estimated shipping date. In-stock items will be shipped first, and the backordered item will be sent separately once it's available, at no extra shipping cost to you.
Do you offer trade discounts for professionals?
Yes, we have a trade program with exclusive discounts for interior designers, architects, and contractors. Please visit our "Trade Program" page to learn more and apply.

Shipping & Delivery

What are your shipping options and times?
We offer standard shipping (4-6 weeks) and expedited shipping (1-3 weeks). These times include both order processing and transit. Delivery times may vary depending on product availability and your location.
Do you ship internationally?
Yes, we ship worldwide. International shipping costs and estimated times are calculated at checkout. Please note that customers are responsible for any customs duties, taxes, or import fees levied by their country.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email with a tracking number. Please allow 2-4 business days for the tracking information to become active.
Why isn't my tracking number updating?
It's normal for tracking updates to have a delay, especially during customs processing for international shipments. If your tracking hasn't updated for over 7 business days, please contact us so we can investigate.
I ordered multiple items. Will they ship together?
We try to ship items together whenever possible. However, your order may be split into multiple shipments based on product availability and warehouse locations. You will receive separate tracking numbers for each shipment.
What if I entered the wrong shipping address?
Please contact us immediately. If your order hasn't shipped, we can correct the address. If it's already in transit, we may be able to reroute it, but this could incur additional fees. We are not responsible for orders delivered to an incorrect address provided by the customer.
What happens if my package is lost in transit?
If your package has been in transit for over 30 days without delivery, please contact us. If the package is confirmed lost by the carrier, we will arrange for a replacement or a full refund.

Damages, Returns & Exchanges

What if my product arrives damaged?
If your product arrives damaged, please take photos of the damaged item and its original packaging. Contact our customer service team immediately (within 7 days of receipt) with your order number, and we will assist you with a replacement or refund.
I received the wrong product. What should I do?
Please contact us right away with your order number and a description of the incorrect item. We will arrange for the correct product to be shipped to you and provide instructions for the return of the wrong item.
How do I start a return?
To start a return, please contact our customer service team with your order number and the reason for the return. We will provide a Return Merchandise Authorization (RMA) number and detailed return instructions.
Who pays for return shipping?
Return shipping costs are the customer's responsibility unless the return is due to a defect or an error on our part. In cases of damaged or incorrect items, we will cover the return shipping.
What do you mean by "original packaging"?
Original packaging includes all boxes, interior foam, and protective materials that the product came in. Using the original packaging is essential to ensure the item is safely returned and to avoid any damage during transit.
Can I exchange an item?
We do not offer direct exchanges. If you wish to exchange an item, please return the original product for a refund and place a new order for the item you want.

Customization & Installation

Should I hire a professional for installation?
Yes, for your safety, we strongly recommend that all our lighting fixtures be installed by a certified professional electrician.
Are installation instructions included?
Yes, detailed installation instructions are included with every fixture.
Is installation hardware included?
Yes, all standard mounting hardware is included for a typical installation.
I'm missing a part from the box. What should I do?
If you are missing a part, please contact our customer service team immediately with your order number and a description of the missing part.
Can I install a fixture on a sloped ceiling?
Yes, many of our fixtures are compatible with sloped ceilings. Please check the product specifications for confirmation.
Are your pendant lights height-adjustable?
Yes, most of our pendant lights come with an adjustable cord or chain, allowing you to customize the hanging height.
Can I shorten the wire or chain myself?
Yes, the wire or chain can be shortened. However, for safety and to avoid damaging the fixture, we recommend this be done by a professional electrician during installation.
Can your products be customized?
Yes, we specialize in customization. We can alter sizes, colors, and designs to create a unique fixture that perfectly fits your space.
How do I request a quote for a custom order?
To request a quote, please email our customer service team with your design requirements, including preferred size, color, and any reference images you have.

Contact form

support@mooijane.com

+1 800-770-1693

1586 Sulphur Spring Rd. #113 Halethorpe MD 21227

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