Policies

Shipping & Returns

Every piece is made to order and crated for freight. Here is how delivery and returns work.

Shipping

We ship worldwide. Once your piece passes final inspection it is crated, insured and consigned to a freight forwarder; delivery to your address, including duties where we can prepay them, is quoted with the piece. Transit is typically 2 to 6 weeks by sea or 1 to 2 weeks by air, depending on destination; the quote states the method. You will receive tracking and a delivery appointment for large crates.

On arrival

Inspect the crate before signing and note any damage on the carrier’s paperwork. Open the crate within 48 hours and photograph any damage to the contents; report it to us within 7 days and we will repair or replace the affected parts at no cost.

Returns

Because each fixture is made to your specification, made-to-order pieces cannot be returned for change of mind. If a piece arrives damaged, is faulty, or does not match the confirmed specification, we will put it right: repair, replacement parts, or a replacement fixture, at our cost. Our five-year warranty covers materials and workmanship from the date of delivery.

Cancellations

An order can be cancelled without charge before production begins. Once materials are cut or crystal is strung, the deposit is non-refundable; we will tell you the date production starts when the order is confirmed.

Questions about an order: contact@jasonthomasluxuryhomes.com.