Frequently Asked Questions
Can I hire you to make something custom?
Yes! Just tell me what you have in mind (look/materials, budget, timeline) and we'll work it out.
Will I have to pay sales tax?
Only if you live in New York, like I do.
Can I cancel my order?
If you need to cancel your order for any reason, please contact me as soon as possible — I'm happy to accommodate if the order hasn't been shipped. If it's already been sent out, the next best option is to start a return. See below for more info.
How long until my order ships?
In-stock lighting will ship within 2-5 business days (Monday-Friday) of the receipt of the order. Please contact me about timelines for custom fixtures. If you need to receive your order by a specific date, let me know!
How will my order be shipped?
For domestic orders within the US, I will choose a provider and service based on the package size and shipping zone. International orders are shipped through USPS International. If you would prefer a custom-tailored quote or to arrange expedited services prior to purchase, just ask! I am happy to arrange shipping to fit your needs.
Can you expedite my order?
If current order volume and lead time allows, I'd be glad to! Please contact me and I'll let you know for sure.
Is my order insured? What if something breaks in transit?
All purchases are shipped with insurance to cover any potential damage en route to your doorstep. If something goes awry, let me know, and I will do the best I can to get you a replacement ASAP, or issue you a refund in the case of one-of-a-kind pieces.
What if something's wrong with my order?
I want you to be 100% satisfied with your purchase, so in the event of a problem, please reach out as soon as possible so I can make it right! Depending on your preference, I will either correct the issue and exchange for a replacement, or issue you a refund. See below for details on refund procedure.
What if I need to return my purchase?
Returns of unused, same-condition, non-custom fixtures are accepted within 14 days of purchase. Please contact me to get the process started with a Return Authorization. Shipping charges are nonrefundable. Note that some of the fabric wraps on the wires can potentially snag or fray while being handled; I will need to inspect the wire upon return. If it is damaged or otherwise unsuitable for resale, the refund will reflect a deduction of $2.50 per foot of damaged wire. Fixtures that have been hung or altered in any way are considered used, and will not qualify for a full refund.
Can I return my custom order?
Due to the nature of the work, custom orders are handled on a case-by-case basis; please contact me to chat about it.
Do you ship internationally?
Definitely. If your location is not listed and you want a quote, contact me. Shipping is done by USPS International. Please note: Any customs taxes or fees levied upon delivery of the product will be the sole responsibility of the buyer. These fees vary greatly depending on location, and Willis at River Lighting is unable to estimate these with your international order. Here is a third-party Duty Tax Calculator you may find helpful in planning your purchase. Bear in mind that Willis at River Lighting does not endorse or guarantee any information obtained from it.
Can I return my international order?
International Returns follow the same rules as my domestic returns policy listed above, unless items were declined at customs. If items are declined, not accepted, and returned to sender at the point of buyer's country customs, there may not be not be a full refund, and the order would be liable for a restocking fee. Buyer will need to discuss this with me to figure out a mutually agreeable resolution. As mentioned above, any customs taxes or fees levied to the buyer upon receipt of the product will be the sole responsibility of the buyer, so please plan accordingly.
At Willis At River all our fixtures are made using UL rated components.
It is entirely the buyer’s responsibility to verify that Willis at River Lighting fixtures will be compliant with all of the local, state, and/or country electrical or code requirements. If you are unsure, please consult a local electrician or code professional prior to placing your order. In purchasing from Willis at River Lighting LLC, you agree to this Compliance Policy.