Hi there 😊
Thank you for taking the time to share such a detailed and honest reflection of your experience — it really helps us understand what went well and where we need to improve.
We’re genuinely glad to hear that, despite the long waiting time and the assembly challenges, the final result worked out well for your space and that you feel the price/value was worth it in the end. At the same time, we completely understand your concerns about:
The longer-than-expected delivery time (around 9 weeks instead of 4–6 weeks)
Lack of clarity that shipping involves international sea/road logistics
The complexity of assembly and wiring
The tracking language barrier
Your feedback about needing clearer expectations on the website is especially important — we agree that customers should be fully aware of delivery timelines and assembly difficulty before ordering, and we will take this seriously for future improvements.
We also truly appreciate your recognition of our customer service team. They always aim to respond quickly and assist wherever possible, and I’m glad that came through in your experience 😊
Regarding your last message:
Hi, yes of course — could you please provide your order number when convenient? This will help us quickly locate your order and assist you further.
We’re here to help 👍
Yulia
Dear Ilana McKenzie,
Thank you so much for your support of Radilum and for sharing your five-star review!
We are absolutely thrilled to hear that you are so pleased with this wall lamp. Our design philosophy centers on the perfect fusion of lighting and art, and we are delighted that it adds such a unique and modern artistic flair to the walls of your home.
It is our honor to have crafted this "work of art" for you. Thank you once again for your trust and appreciation.
Best regards,
Yulia
Radilum Customer Service Team
Dear Sepideh,
Thank you for your purchase, and I want to personally apologize for the frustration and worry this experience has caused you. I completely understand why seeing no movement on the FedEx tracking site for weeks would be highly concerning, and I am here to provide you with full clarity and peace of mind regarding your 4 sconces.
Why FedEx Shows No Movement
Please rest assured that your package is not lost, and it is actively on its way to you! Because your fixtures are being shipped to the U.S. via international sea freight, FedEx cannot update their tracking just yet. FedEx will only take physical possession of the boxes after the vessel arrives at the U.S. port and the package clears customs. Until then, the FedEx site will simply show that the label has been created.
Current Tracking Status
Your package is actively in transit on the vessel and is expected to arrive at the local U.S. port on April 13th. Once it arrives, we will handle everything and cover all import duties and shipping fees on your behalf.
You can track its international ocean journey here:
Tracking Number: 889997928148
Tracking Website: http://gzch.kingtrans.cn/WebTrack?action=list
Latest Transit History:
2026-04-02: Vessel departed; estimated arrival: April 13.
2026-03-31: Estimated departure: April 2; estimated arrival: April 13.
2026-03-28: Container loading complete.
2026-03-28: Dispatched from warehouse.
2026-03-23: Shipment information sent to FedEx.
2026-03-22: Received at warehouse.
Order Cancellation & Compensation
Regarding your request to cancel: Because your package is already in active transit on the maritime vessel, strict international courier regulations prevent us from recalling or intercepting a shipment once it is en route in the ocean. Therefore, we are unfortunately unable to cancel and retrieve the package for you at this stage.
We are fully committed to making sure you receive the beautiful sconces you paid for. We sincerely hope you can hold on just a little bit longer for the final delivery. As a heartfelt apology for the inconvenience and the anxiety this tracking process has caused, we would like to offer you a 5% refund to your original payment method once you receive your package.
If you would like us to check and provide the latest tracking updates for you in the coming days, please let us know. We are here for you!
Warm regards,
Yulia Radilum Customer Service Team
Dear Maureen,
We are truly sorry to see your frustration, and we completely understand how disappointing it feels to wait longer than expected for a chandelier you were excited to receive.
We would like to clarify a few important details regarding your order.
At checkout, the standard shipping method was selected. As noted on our website, standard shipping has an estimated delivery timeframe of 4–6 weeks. In addition, the chandelier you ordered is a custom-made product, which requires dedicated production time before shipment. Due to the customization process and recent production scheduling delays, the overall timeline was unfortunately extended.
That said, your order is not lost and is absolutely not a scam. Your package is currently safely in transit and has already arrived in California. It is scheduled to arrive locally on the 22nd. After completing customs clearance in California, we expect FedEx to handle the final delivery either by the end of this month or early next month.
We have already contacted the carrier and are actively urging them to expedite the customs clearance and final delivery process. Please rest assured that your order is real, secured, and moving through the final stages of transit.
We sincerely apologize for the delay and the inconvenience this has caused you. Your satisfaction is very important to us, and we are fully committed to ensuring your chandelier reaches you safely.
If you would like, we can continue to provide you with real-time tracking updates so you remain fully informed.
Thank you for your patience, and again, we are very sorry for the extended wait.
Best regards,
Nicole
Radilum Team
Hi Joe,
Thank you for taking the time to share your feedback. We’re truly sorry to hear that your experience did not meet your expectations.
We’d like to clarify that some of our finishes—especially special or non-standard colors—are produced through custom finishing processes. If a customer has a specific or strict color requirement, we always recommend contacting our support team before or immediately after placing the order so we can confirm the exact finish and ensure it aligns perfectly with expectations.
In this case, we did our best to assist after delivery by providing replacement parts and exploring possible solutions. However, once a custom or special finish has entered production, remanufacturing or refinishing does involve additional costs, which is why a fee was discussed.
We genuinely regret any frustration this caused and appreciate your feedback, as it helps us improve communication and clarity for future customers. If you’re open to it, our support team would still be happy to review your order details again and see if there’s anything further we can do to help.
Kind regards,
Radilum Team
Thank you for bringing your concerns to our attention.
We take intellectual property rights very seriously and do not knowingly reproduce, sell, or market products that infringe upon the lawful rights of others. The product you referenced is sourced from one of our long-term suppliers and is sold under a legitimate commercial authorization.
At this time, we are unable to verify the validity of the infringement claim based on the information provided. In order for us to properly review and investigate this matter, we kindly request that you provide relevant intellectual property documentation, including but not limited to:
Design patent registration (with patent number and jurisdiction)
Copyright registration certificate
Proof of ownership or exclusive rights to the referenced design
Any official legal documentation demonstrating enforceable rights
Once such documentation is provided, we will promptly review the materials with our legal and compliance team and take appropriate action if necessary.
Until the matter is formally substantiated, we must respectfully reserve our position. We believe open and fact-based communication is essential to resolving intellectual property concerns fairly and professionally.
Thank you for your cooperation. We look forward to your response.
Sincerely,
Radilum Legal & Compliance Team
Hello C J,
Thank you for taking the time to share your feedback. We’re sorry to hear that your experience did not meet your expectations, and we’d like to clarify a few important points for transparency.
First, all products sold on Radilum are legally authorized for sale. We work directly with approved manufacturers and partners, and we do not sell counterfeit or illegal products. The product images used on our website are either provided by our manufacturing partners or are authorized marketing images. Any claim that our products are “illegal” or “unauthorized” is inaccurate.
Regarding our business presence: Radilum is a legitimate, registered company with U.S. operational offices and international manufacturing and fulfillment partners. Like many modern direct-to-consumer brands, some products are shipped from overseas facilities, which allows us to offer a wider selection of designs at competitive pricing. This information is disclosed in our policies.
As for returns and refunds, our policy is clear:
If a customer is not satisfied with their purchase, they may return the item, and once the package is received and inspected, we fully support issuing a full refund. Return shipping logistics and costs are outlined transparently in our Refund Policy prior to purchase.
We regret that the product style did not meet your personal expectations. Design preference is subjective, and we always encourage customers to contact our support team directly so we can help resolve concerns promptly and fairly before frustration escalates.
We value all feedback and continuously work to improve both our products and our customer experience. If you would like to discuss your order further, our support team is always available to assist.
Sincerely,
Radilum Customer Support Team
Dear Customer,
Thank you for your message. We would like to provide further clarification regarding the materials and surface treatment of the pendant lights you received.
The main body of the lamp is made of solid brass, which provides durability, structural strength, and long-term stability. To achieve the intended decorative appearance, the surface of the brass is finished using a professional spray-coating and sealing process. This is a standard and widely used finishing method in the lighting industry, especially for decorative brass and antique-style fixtures.
The spray-coated finish is applied to:
Ensure even color consistency
Create the desired gold / antique brass tone
Protect the brass surface from oxidation and discoloration
Enhance longevity and ease of maintenance
Because the finish is decorative by design, the color tone may appear different under various lighting conditions or compared to individual expectations. This does not indicate a quality defect, nor does it mean the lamp is made of inferior materials.
We would also like to clarify that the product you received matches the color option selected at the time of purchase and complies with the product description and specifications provided on our website.
We understand that color preference is subjective, and while the product itself is not defective, we regret that the finish did not align with your personal expectations. For this reason, we have offered solutions in accordance with our return and refund policy.
Thank you for your understanding. Please feel free to contact us if you need any additional clarification or assistance.
Kind regards,
Radilum Customer Support Team
We have multiple offices and warehouses across the United States. Our contact address does not represent our manufacturing facility, and this is standard practice for many companies.
All of our products are designed in collaboration with professional designers and brands, and we take intellectual property seriously. Each item we sell is legally produced and manufactured to meet high-quality standards, and there are no copyright or design infringement issues.
We also ensure that every product we offer undergoes strict quality control, so our customers receive a reliable and well-made lighting fixture, regardless of where it is manufactured.
If you have any questions about a specific product or design collaboration, we’d be happy to provide more details.
Best regards,
Nicole
The Radilum Team
Hi DANIEL MARSH,
This is Nicole, the support team leader from Radilum. I want to personally step in and address your concerns regarding your order.
First and foremost, I truly understand how frustrating delays can be—especially when they affect the progress of your project. Please accept my sincere apologies if you’ve felt unsupported or if the process has not met your expectations.
Allow me to clarify a few key points:
Our headquarters and customer support office are based in the United States, while our production and fulfillment operations are located in Asia. To maintain high quality and offer distinctive designs at a fair price, our lights are shipped directly from our factory to customers. At the time of checkout, we clearly state that the shipping timeline for this product is 4–6 weeks, which includes production time, quality inspection, international shipping, and customs clearance. This estimate is also included in your order confirmation email and outlined on our shipping policy page.
We do not take customer satisfaction lightly. If you ever have questions or concerns during the waiting period, our support team is always available to help. We value transparency and encourage our customers to reach out at any time. We’re committed to resolving every issue in a timely and fair manner.
If your order is experiencing delays beyond the estimated window, please let us know and we will follow up immediately with the logistics provider. Your satisfaction matters to us, and we will do everything we can to ensure your order is completed successfully.
Thank you again for your patience and understanding.
Best regards,
Nicole
The Radilum Team
According to your request, we refunded the expedited shipping fee you paid because the product was temporarily out of stock and required additional production time.
We sincerely apologize for the delay and understand your frustration. While we always aim to ship within the advertised timeframe, unexpected delays in inventory or production can occasionally occur.
The good news is that your package has already been shipped and is in transit. Based on the latest tracking updates, you can expect to receive your order within 3–4 weeks from the original order date.
We’ve also contacted the courier to prioritize your delivery and will continue monitoring it closely until it arrives. Thank you for your patience and understanding.
Best regards,
Nicole
The Radilum Team
Hi Hollita,
This is Martin, the manager of Radilum.
I’m truly sorry to hear about your experience, and I appreciate you bringing this to our attention. I would like to personally intervene and resolve this matter for you. Radilum stands behind the quality of our products and our commitment to customer satisfaction.
Can you please provide your order number so we can immediately review the details? We will verify the return and refund status and ensure a fair resolution, including reimbursement if appropriate.
Thank you for your patience, and we hope to make this right.
Best regards,
Martin
The Radilum Team
