Radilum

Hi, Thank you so much for sharing your wonderful feedback! We are thrilled to hear that you love your new light and that it brings the perfect balance of artistry, drama, and proportion to your living space. We especially appreciate your kind words about the design and how beautifully it fits into your room. We know choosing the right lighting fixture can take time, and we are truly grateful that you gave our design a chance after exploring other options. It means a lot to know that the final choice became a piece you are happy to have in your home. Thank you again for your recommendation and for supporting Radilum. We hope your new light continues to bring warmth, character, and inspiration to your space!

Dear Maureen, Thank you so much for reaching out to us and sharing your experience. We are incredibly sorry to hear about the significant delay you experienced with your shipment, and we completely understand your frustration regarding having to purchase a replacement light in the meantime. This is certainly not the level of service we strive to provide at Radilum. We want to make this right for you as quickly as possible! To help us look into your order details and initiate the return process, could you please provide your order number? Once we have that information, our team will immediately investigate the situation and handle everything for you. Your satisfaction is our top priority, and we are committed to resolving this to your complete satisfaction. Thank you for your patience and cooperation. We look forward to hearing from you soon! Best regards, Yulia Radilum Customer Service Team

Dear Leslie, Thank you for sharing your feedback. We are sincerely sorry for the frustration you experienced during the return process. We want to clarify that we fully support returns. However, because our main facility is located in Asia, items without quality defects need to be returned to our overseas factory. We generally discourage international returns because the return shipping fees are very costly for customers, and the extra shipping creates unnecessary carbon emissions. Our intent was never to deflect, but rather to save you from expensive shipping logistics. We have accepted your proposed settlement and have already issued the refund directly to your original payment method (with no return required). We deeply value your business and hope this resolution restores your confidence in Radilum. If you need any further assistance, please feel free to reach out to us! Best regards, Miya Radilum Support Team

Hi Holly, Thank you for your feedback. As a professional designer, we completely respect that project specifications change and your time is incredibly valuable. We sincerely apologize for the frustration caused by the back-and-forth communication regarding cross-border logistics during this return request. We would like to formally clarify for your peace of mind—and for all our shoppers—that we absolutely honor full refunds and have accommodated your request to bypass international shipping. To fully support your firm and make this process as smooth as possible, our management team has officially authorized a Domestic US Return Channel for your order. We have already sent the complete, dedicated United States return address and step-by-step instructions directly to your email. The exact day your shipment arrives at our US facility, our accounting division will immediately release a 100% full product refund straight back to your original payment card. We deeply value your business and have taken your professional critique to heart to ensure our structural policy communication is clearer for the US design community moving forward. Please share your tracking number with our direct support line ([email protected]) as soon as you dispatch the package so we can prioritize and fast-track your credit processing. Best regards, Miya The Radilum Management Team

Hi Dafni, Thank you so much for taking the time to leave us such a kind 5-star review! We are absolutely thrilled to hear that you had a smooth and stress-free experience with Radilum. Our team takes a lot of pride in staying on top of things, so it’s wonderful to know that you felt supported from the moment your order shipped until it arrived at your door. Keeping you informed every step of the way is exactly what we strive for, and hearing that we hit the mark for you truly made our day! We really appreciate your recommendation and are so happy we could help. If you ever need anything else in the future or have any questions, please don't hesitate to reach out to us. Thanks again for being such an awesome customer! 😊 Best regards, Yulia Radilum Support Team

Dear Theresa Simpson, Thank you so much for reaching out and sharing your feedback with us. I am genuinely sorry to hear about the difficulties you experienced with the assembly instructions and the hardware for your new pendants. We want every part of your experience with Radilum to be seamless, and it is clear we missed the mark here. I am so glad to hear your son-in-law was able to help get the fixtures up!  To ensure you have everything you need for any future adjustments, please find the digital assembly instructions for your lamps below:   - Brighton Lantern Pendant Lamp: https://drive.google.com/file/d/14rW9xLYs-2Zx5z54naPT-CCNrRmO0yNQ/view   - Pagoda Pendant Lamp: https://drive.google.com/file/d/1zWM6eyqDYpWr7DH71oZYBSdrQLpp9_4_/view Please note that if you purchased the Gentry Pendant Lamp, it is very similar to the Pagoda model and can be installed using that same method. Rest assured, we are fully committed to making this right for you. Regarding the issue with the missing or improper parts for your Pagoda Pendant Lamp, could you please provide a few photos of the light fixture and all the accessories you received?  Once we can see exactly what you are working with, we will immediately provide a solution, whether that is sending out the correct hardware or replacing the unit. We truly appreciate your patience and your business. We look forward to hearing back from you and getting this resolved!  Best regards, Yulia Radilum Support

Hi Adriana, Thank you so much for your wonderful 5-star review! We are absolutely thrilled to hear how much you love the premium quality and beauty of your new lamp. Knowing that it has brought joy to your space makes our day! Our design team works passionately to blend lasting craftsmanship with elegant aesthetics, and feedback like yours is our greatest reward. We look forward to brightening your home again in the future! Warmest regards, Miya The Radilum Team

Hi Charles-Antoine, Thank you for the fantastic 5-star feedback! We are so glad to hear that you are pleased with our product quality and found the pricing to be an excellent value. At Radilum, we strive to deliver high-end lighting without the premium price tag, so it’s wonderful to know we hit the mark for you. We hope you enjoy your new fixture for many years to come! Best regards, Miya The Radilum Team

Dear Michelle, Thank you so much for taking the time to share your 5-star review! We are absolutely thrilled to hear that you are happy with the results of your custom project. At Radilum, we take great pride in our work, and it’s wonderful to know that our communication and the final outcome met your expectations. Delivering high-quality, custom results is what we strive for every single day, and your feedback truly means the world to our team. We genuinely appreciate your support and your trust in us for such an important project. If there is anything else you need or if you have any future projects in mind, please don’t hesitate to reach out. We would love to work with you again! Thank you for being a part of our community! Best regards, Yulia Radilum Support Team

Dear Meriem Hayward, Thank you for bringing your concerns to our attention, and we sincerely apologize for the frustration caused by the transit duration. We completely understand your anxiety when a premium fixture takes time to arrive. Please rest assured that your chandelier is perfectly secure and actively moving within our international freight logistics pipeline. Because large luxury chandeliers are fragile, they travel via specialized ocean cargo containers to guarantee their safety. According to the live maritime manifests, your shipment is on the final leg of its journey and is fully scheduled to dock at your local destination port this Monday, June 29th. Immediately following port arrival next week, our brokerage team will fast-track the customs clearance entry so that FedEx can scan and transport the package directly to your doorstep. We have reached out to you directly via email with your active logistics tracking links, detailed port data, and a dedicated service resolution. We are 100% committed to ensuring your chandelier arrives safely. Thank you for your patience as we transport your fixture securely. Best regards, Miya Customer Service Team

Hi there! Thank you so much for taking the time to share your feedback with us! 😊 We are absolutely thrilled to hear that you are loving the quality and value of your new lighting fixtures. Our team takes extra care with that heavy crating to ensure everything arrives safely on your doorstep, so it is wonderful to know the packaging did its job. We completely understand that the delivery window can be a test of patience, and we truly appreciate your thoughtful nod to our made-to-order model. Crafting each piece specifically for our customers helps us minimize waste and focus entirely on exceptional quality rather than mass production. Your recommendation means the world to our team! If any questions pop up or if you need anything else for your home in the future, please feel free to reach back out. Have a wonderful week!

Dear Diana, Thank you so much for taking the time to share your experience with us! We were absolutely thrilled to read your 5-star review and are so happy to hear that you enjoyed our customer service. At Radilum, we truly believe in putting our customers first. We are glad that our team was able to provide a quick resolution by letting you keep the original product and providing store credit for your next purchase. It is always our goal to go above and beyond to make things right, and knowing that we hit the mark for you really makes our day! Your recommendation means the world to our small team. We are constantly working to maintain the high standards of support you described, and feedback like yours is exactly why we do what we do. If there is anything else we can assist you with, or if you need help picking out something new with your store credit, please don’t hesitate to reach out. We can't wait to serve you again soon! Best regards, Yulia Radilum Support Team

Hi Kristin, Thank you for the honest feedback — and I'm sorry the globe came across brighter than you expected. You're right that the photo read more like a neutral tan, while the glass is a true amber that glows a warm golden-yellow when lit. That's on us, and we're already updating the listing photos and description so it's clear up front. I want to be straight with you: the Joni Arc is made with this one amber glass shade only, so unfortunately there isn't an alternate globe we can swap it to. What I'd like to do instead is offer you a 10% partial refund to keep on the lamp as it is — a small way to make up for the mismatch without you having to box anything up or go without your light. If that works for you, just reply here or email [email protected] with your reference number (#RD20180) and we'll process the 10% back to your original payment method right away. One small tip that genuinely helps: a 2700K warm-white dimmable bulb on a lower setting softens the yellow into a much cosier glow — many customers find it settles in beautifully once dimmed. Thanks again for giving us the chance to make this right. — The Dekorfine Team

HI Thank you very much for taking the time to share your feedback with us. We sincerely apologize that the installation and design of the product did not meet your expectations. Customer convenience is our top priority, and we are truly sorry for the inconvenience this has caused you. Please rest assured that we value your feedback highly. We are currently expediting the creation of an official step-by-step video installation tutorial and comprehensively improving the product manual to ensure that future customers enjoy the simplest and most intuitive installation experience possible. We are committed to providing excellent service and will continue to enhance our product quality and technical support. Thank you again for your feedback, which helps us constantly improve! Best regards, Yulia Customer Service Team

Dear Nancy, Thank you for your update, and please accept our most sincere, unreserved apologies for the immense frustration caused by this extended shipping delay and the conflicting communication from our front-line team. We want to address your review with total transparency and immediate accountability. You are completely right to have expected a seamless experience, and we deeply regret that our logistics and support alignment let you down. 100% Full Refund Issued: We have completely waived our standard international return policy. You do not need to absorb any shipping costs or return the package to China. A 100% full refund of your entire purchase amount has been officially processed and released back to your original payment card today. Complimentary Package Retention: Please do not worry about the rattling carton or the logistical hassle of moving the box. You are completely free to keep, recycle, or discard the package at your own convenience. Please consider it a complimentary gesture from our management to apologize for the waste of your time. Nancy, Radilum is driven by a team of real, hardworking individuals who care deeply about our clients' satisfaction. Now that your financial equity has been completely protected and restored with absolutely zero deductions, we hope this swift and absolute resolution demonstrates our true reputation, honesty, and commitment to our buyers. If you have any further questions or require the banking refund tracking receipt, please reach out directly to our management desk at [email protected]. We wish you the absolute best with your home decor projects. Best regards, The Radilum Management Team

Dear Zackery Abernathy Thank you for your purchase. Your package is currently being shipped by sea and is expected to arrive at the local port on June 22. Upon arrival, we will cover all import duties and shipping costs on your behalf. Once customs clearance is successfully completed, FedEx will pick up the package to carry out the final delivery. I would like to explain why the FedEx website currently only shows that the shipping label has been created. Since the order is being shipped to the US via sea freight, FedEx will only take possession of the package after it has cleared US customs. Therefore, you will not see detailed tracking updates on the FedEx website until FedEx collects the package from the port. In the meantime, you can track the vessel's progress here: Tracking Number: 872517257851 Tracking Website: https://gzch.t6soft.com/track Latest Status: 2026-06-08 10:24:47 [CN] Estimated departure June 11, arrival June 22; Vessel: MATSON KAUAI/038E 2026-06-06 22:31:54 [CN] Dispatched from warehouse 2026-06-06 22:25:53 [CN] Container loading completed 2026-06-01 20:39:00 [US] Shipment information sent to FedEx 2026-06-01 00:06:40 [CN] Received at warehouse Best regards, Yulia

Dear ArtForm Construction, Thank you for your order and for your patience. Your shipment is currently en route via sea freight and is expected to arrive at the local port on June 22. Upon arrival, we will cover all import duties and shipping costs on your behalf. Once customs clearance is successfully completed, FedEx will collect the package for final delivery. Specific details have been provided in the email reply sent to you. Please rest assured that we are closely monitoring the situation to ensure your package is delivered as soon as possible. We sincerely appreciate your understanding and patience during this time and remain available to address any concerns you may have. If you have any further questions or require additional assistance, please do not hesitate to contact us. We are committed to providing you with the best possible service. Best regards, Yulia

Dear W H, Thank you for sharing your thoughts with the community. While we notice you have not yet placed an order or personally experienced our physical craftsmanship, we take all feedback regarding our design compliance, imagery representation, and brand integrity seriously. We would like to openly clarify a few critical points for you and our prospective clients: 1. Material Authenticity and Supply Chain Integrity We deeply regret the assumptions made regarding our production background. Radilum operates with professional, fully regulated manufacturing facilities that specialize in high-grade, artisanal lighting fabrication. Our "Spring Oak Tree" chandelier is meticulously crafted using premium heavy metals, hand-forged branching, and high-clarity glass components. We do not produce low-quality items, and we maintain strict compliance with global labor, safety, and quality control standards across all our partner facilities. 2. Design Inspiration and Web Imagery Our core corporate mission is to bridge the gap between elite, hyper-luxury aesthetic concepts and attainable premium home decor. The "Spring Oak Tree" silhouette belongs to a widely celebrated organic design movement. Regarding our digital presentation, our marketing team utilizes industry-standard curated setting displays to accurately communicate the structural scale, botanical aesthetics, and light diffraction qualities of this style to our buyers. We are constantly auditing our product detail pages to ensure clarity regarding branding and attribution. 3. Total Veracity of Our Reviews We stand firmly behind the authenticity of our customer testimonials. Radilum’s rating profile on Trustpilot consists of unedited, voluntary reviews submitted by real homeowners, interior designers, and contractors worldwide who have unboxed, installed, and enjoyed our fixtures. Trustpilot’s third-party automated anti-fraud protocols strictly monitor and verify these transactions, ensuring that sham or duplicated entries are structurally impossible. We completely understand that design procurement involves high expectations, especially when investing in centerpiece chandeliers. If you, Cox of London, or any customer ever wish to receive live, unedited warehouse photos or metal finish samples of our active inventory to verify the structural quality for yourself before purchasing, our service management desk is fully available at [email protected] to assist you directly. Best regards, Miya Radilum Team

Dear Melanie, Thank you so much for taking the time to share your amazing experience with us! Your 5-star review truly made our team's day. We are absolutely thrilled to hear that you love your new sconces and that they bring such a unique, exclusive look to your space! It’s wonderful to know that you enjoy having a design that stands out so beautifully in the United States. Our customer service team always strives to be as responsive and helpful as possible, so knowing that our email communication gave you peace of mind means the world to us. We’re also glad the expedited shipping worked out perfectly for your timeline! Thank you again for your high recommendation. If you ever need anything else for your future lighting projects, you know where to find us! Warmest regards, Miya The Radilum Team

Hi I completely understand how you feel, and I fully appreciate why you are feeling so frustrated right now. Waiting this long for an order is incredibly annoying, and it's totally natural to feel stressed about it. I want to reassure you that Radilum is absolutely a legitimate company. We are by no means a scam operation, and we are working diligently behind the scenes to resolve this issue for you properly! 🤝✨ I completely get your concerns and would love to take this opportunity to clarify who we are and how we operate. All the lighting fixtures featured on our website come from our own independent brand. We take immense pride in the quality of our products, and every single item undergoes rigorous quality checks before shipment to ensure it meets our high standards. Owning our own independent brand allows us to cut out the middleman and offer these excellent, high-end designs at much more affordable prices. My main goal is to ensure your satisfaction and to stand fully behind the quality of what we make! 💡🏡 To give you some peace of mind, we are an established company with offices located in both the United States and the United Kingdom, while our dedicated manufacturing facilities operate overseas in Asia. 🌍 Regarding your request for a full refund today, I want to be 100% transparent about the logistics: Because your order has already cleared the customs inspection and has been handed off for final delivery via a domestic courier service, our system physically no longer allows us to click the "Cancel" or "Refund" button. The package is officially out of the warehouse and on its way to your doorstep! 🚚💨 Since the lamp is currently in transit with FedEx, here is how we can easily handle this for you: As soon as the package arrives next week, if you look at it and still decide you no longer need or want it, just reach out to us right away. We will be more than happy to assist you with the return process and get that full refund sorted out for you immediately! 🗂️💰 I truly hope this information helps address your concerns and shows you that we've got your back. If you have any other questions at all while the delivery trucks finish the trip, please do not hesitate to reach out to us. We are almost at the finish line! 🏁🙌 Warmly, Yulia Radilum Support Team