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Cord Length
Line Voltage vs. Low Voltage
What is a stem and what length does it come in?
Cutting Stem
Angled Ceilings
Cord Color
Tall Box Sconce Installation
Length Of Stem Kit
Can the pendant electricals & hardware be shipped prior to the shades?
Installation Instructions
How Thick are the Pendant Cords?
Fitting into an Existing Track
Dimmer Switches
Compact Florescent
Darker Colors
Seams In Pendant Shade
How do I choose the right color?
Personalized Help
What if I Want to Change the Color After I Get it?
Trade Policy
I Cannot Log In to My Trade Account
Catalogs for Trade Libraries
How Long Does it Take to Get My Order?
Rush Service
Shipments to Canada
Can't find invoice/packing list in package
Editorial Use of Your Products
Donation of Product
What is Your Return Policy?
Can I Make an Exchange for a Different Style and Color?
Where can I find my order number?
Choosing a 24" Diameter Cylinder Pendant
Choosing a 20" Diameter Cylinder Pendant
Choosing an 18" Diameter Cylinder Pendant
Can I Get a Pendant Made in a Size Not Shown?
Can I Get a Pendant With Stripes of Several Different Materials?
Why can't I customize the length of certain styles?
Height To Hang Pendants in Walkway
Choosing the Length of a Pendant
Pendant Length vs. Cord Length
What is a Diffuser?
Why does the website not allow me to choose a diffuser?
Can I order a diffuser later and just attach it somehow?
When would a diffuser be recommended?
Sample Requests
Tagging
Q: Cord Length Can the cord length be customized? A: Yes, it can. We provide 9 feet (108 inches) of cord on a standard configuration, which can be cut to a shorter length at the time of installation. We recommend, however, that the cord be no shorter than 4 inches to allow for ventilation of the fixture and to fit with the design. If you require a longer cord, we can custom-configure your cordset up to a length of 40 feet. A 15-foot length is an additional $20, and lengths over 15-feet can be special ordered.  Q: Line Voltage vs. Low Voltage My electrician says I need a "Line Voltage" style of lighting. Can your pendants be wired this way? A: Yes; our fixtures use only line voltage. They cannot, however, be fitted for low voltage uses. Q: What is a stem and what length does it come in? I noticed on your website that I can choose a stem when ordering my pendant. What is it, and what length does it come in? A: A stem is a hollow metal tube which the cord is run through from the canopy to the pendant shade. It gives the pendant a more finished look, but is a bit more difficult to install, and is not recommended for sloped ceilings. It comes in a 36" length standard, and can be cut to size with a basic pipe cutter or hack saw. Q: Cutting Stem I have purchased a stem from you for my pendant light, but it is not the right length. Can I cut this to the size I need myself? A: Yes! you can easily cut the stem to the desired size needed with a simple hacksaw or pipe cutter. There is no need to send the stem back to us for fitting, or a need to call in an electrician, as this task is very customer-friendly! Q: Angled Ceilings Can I install your pendant on a angled ceiling? A: Yes, you certainly can mount any of our pendants on an angled ceiling! The cord will hang straight down due to gravity, so it will not affect the vertical position of the pendant whatsoever. We do not recommend customizing your purchase with a stem if your ceiling is angled, because unlike the cord it will not hang vertically. Q: Cord Color Does your pendant cord come in a silver color? A: We offer our cords in both black or white colors as a standard option, but if you would like a clear silver cord you can customize your pendant with our New Traditions set, which also comes with a silver canopy and decorative chain. We also offer nickel silver stems. Q: Tall Box Sconce Installation I have the 16" tall box sconce, 5.5" wide, 5.5" deep, and am wondering what the measurement would be from the bottom of the fixture to the center of where it attaches to the junction box. A: The measurement would be 8-inches from the bottom of the fixture to the center of where it attaches to the junction box. Our fixtures are designed for the standard round junction boxes used for lighting. A picture of the canopy that we send you for wall mounting can be seen here: http://www.alluminare.com/wiz/img/hardware/CW_std.jpg The diameter of the canopy is 5 inches. The distance between the two holes for the screws is 2 3/4 inches. Although this fits a standard lighting wall box, which is round, it will not fit a 4S box or a 5S box as those are both square. Q: Length Of Stem Kit How long is your Stem Kit, and can I attach two kits together if one is not long enough? A: All of our Stem Kits come in 36-inch lengths, and can be cut very easily with a standard hack-saw. Unfortunately at this time two of our kits cannot be joined together to create more length for your hanging pendant, due to the way the kit is manufactured. Q: Can the pendant electricals & hardware be shipped prior to the shades? I have my electrician available next week, and I am wondering if the electricals and hardware can be shipped in advance of the shades so that they can be installed right away? A: Because of the way that our shades are manufactured, there is no way to install the electricals and hardware in advance of receiving the shades without having to completely uninstall and re-install everything in order to attach the shades. For this reason, we do not ship hardware & electricals separately from the shades. Q: Installation Instructions Do your pendants come with installation instructions? A: Yes! We provide detailed installation instructions written in English, and we are always here to help if you need someone to walk you through the process---we can even email them to you if you have lost them! Q: How Thick are the Pendant Cords? How thick are the pendant cords? A: Our pendant cords are approximately 3/8" in diameter and are made of an insulated electrical material that is standard in the lighting industry. We manufacture our cords in this size to keep them unobtrusive. We’ve found it to be almost impossible to match finishes already in our customers' homes, such as drapery, fan blades or lighting hardware. By designing our lamps so that the focus is on the shade and not the cord, we can prevent our finishes from clashing with yours. Q: Fitting into an Existing Track I have a track already in my ceiling and don't want to replace it. Will your pendants fit into my pre-existing track? A: Our cord-hung pendants can be adapted to fit into a pre-existing track, assuming the track manufacturer has a pendant adapter available. We recommend sourcing what is called a "pendant adapter" from your local area, or better yet, request your electrician to source them. Our pendants can then be easily converted by your electrician to fit into your track! Q: Dimmer Switches We have a dimmer switch that operates our existing lighting. We’d like to replace our lighting with yours, but keep the dimmer switch. Is this possible? A: Yes! We design our pendants to work on dimmer switches, and we recommend them to our customers for maximum flexibility. We use standard light bulbs, and our lamps can be hooked up to your existing dimmer. Q: Compact Florescent We are a very energy-conscious family and use compact florescent bulbs in all of our lighting at home. Can we use these types of bulbs with your products? A: Yes, you can. We test and label our lighting for incandescent bulbs, but you can add a compact florescent at home as you desire. Q: Darker Colors I would like to use a dark chocolate color for the entire fixture I am customizing. How will this look? Will it be too dark? A: By their very nature, darker colors are light blockers----for instance, window draperies that are darker block more light. The same goes for lampshades. However, because we use a textile that has been tested for the use in our lighting exclusively, we can say that darker colors still look stunning when backlit. Should you customize a product that consists of a very dark color throughout, the result will be a sensational fixture that pushes light through the top and bottom for a dramatic effect! Q: Seams In Pendant Shade Are there any noticeable seams, and if so, how many, on your shades? A: The number of seams is generally determined by the diameter of the shade. All pendants have one major seam in the back, but if it is a larger pendant, then our papers are not long enough to make the entire circumference, so there may be one or more much smaller seams if a paper is used. If fabric is used, there will only be one seam, since our fabric materials are always long enough, because they come on a roll instead of a sheet like our paper materials. Also, in general, patterned material will show a seam more than a non-patterned material. We always do our very best to blend the seams so they do not stand out and draw attention away from the overall beauty of the pendant itself. Q: How do I choose the right color? I',m having trouble deciding which color to choose---they are all so beautiful! How do I choose the right color? A: Choosing the right color can be a challenge---many of us have a lot of colors, textures, and finishes to try to fit into. Our recommendation is to keep it simple: for instance, our Off-White Linen is often the best fit for a clean, organized look. Never boring, our creamy Off-White Linen is sculptural and very chic. Q: Personalized Help I would like to talk with someone there who knows about the materials as I am having difficulty choosing. Is there a design specialist I can consult with? A: Yes! Many of our employees have tested different materials in our own homes and can expand on the properties of our colors. For instance, you can tell us about your home, and we can help you choose the perfect color! Try chatting with a specialist (click on the logo below), or send us a line at Helpdesk@Alluminare.com! Q: What if I Want to Change the Color After I Get it? I love the Chocolate Silk. But what if I get it and it is just not right in my space? Can I get a different color? A: Yes! You can exchange it for any other color we carry! We know that choosing the perfect color can sometimes be a challenge, so if you would like to swap your fixture out for a different color, you can! Q: Trade Policy I am an architect and would like to purchase some of your lighting for a project I am working on. Do you offer a discount as a courtesy to the trade? A: Yes! Alluminare offers a trade discount to all qualified tradespeople. You can register for an account by clicking the "Trade Sign In" link at the upper right-hand corner of any of the pages on our site. Once you have registered, we kindly request that you forward a copy of your credentials to us. These can be in the form of a trade association ID such as an AIA card or an ASID card, or a copy of your business card with your firm's name. This will help us to maintain the integrity of our trade program. Once we have received your credentials, we will release your account and email you directly. You can then log on at any time and place orders over the web with your discount automatically applied. Q: I Cannot Log In to My Trade Account I signed up for a Trade Account but cannot log in. Can you help me? A: We may have received your registration, but still require a copy of your trade credentials (business license, ASID card, etc.). Please fax or email your trade credentials to us (fax: 404 412 0161, email: helpdesk@Alluminare.com). We will then open your account right away and notify you via email. Q: Catalogs for Trade Libraries I love your products and would like to have a catalog on hand for our firm's library so we can specify you again. Do you have a printed catalog we can have? A: We're glad you like our products! We have found that, given the frequency with which we add new products, it is easier and more convenient for our customers if we maintain that information in our online catalog rather than in a printed version which will quickly become out-of-date. If you need cut sheets for a particular project, we would be happy to oblige. Q: How Long Does it Take to Get My Order? I just ordered online. When will my order arrive? A: Because we build each order individually--we have no pre-fabricated products--our normal lead time between order and shipping is between 2-4 weeks, however, during the holiday season (Christmas/Hannukah/Kwanza and New Years) our lead times can sometims be longer, as our factory closes so that our employees can enjoy thier holiday, and we simply experience higher demand. We ship UPS ground from Atlanta, and provide a tracking number when your order ships. Please note that non-standard customizations (those that we do not offer online) and very large orders can take longer. Q: Rush Service I need my pendant in approximately 2 weeks - do you offer a rush service? A: Yes, we do offer a rush service on your order! There is an additional cost of 15% for this service, and your order will ship in approximately 10 business days (instead of the usual 3 to 4 week lead-time), and starts from the day the order is placed (dependent upon having item parts in stock). Please check with us, there is a very good chance we can accommodate you! Q: Shipments to Canada I live in Canada--do you ship here? A: Yes! We ship to Canada frequently via UPS. You can also feel safe in knowing that our UL listing also applies to Canada, meaning that our products have been tested to ensure that the safety of our products complies with safety standards in Canada. So you can be assured of our product's high quality and security. Q: Can't find invoice/packing list in package I can't find the invoice which tells me what I should expect in the boxes I received. Did you forget to send one to me? A: We always send a packing list with every order. You can find it located in the box which also contains your electricals and hardware. It will be located in a small bag within that box. Q: Editorial Use of Your Products I am an editor for a magazine and would like to use one of your pendants in a photo shoot. Would it be possible to borrow one? A: Yes! We often provide our products to members of the media, and we will even customize a product for your use. Please email us at Helpdesk@Alluminare.com with your request, and we will be happy to help! Q: Donation of Product I work with a production company and would like to use some of your products on our home renovation show. Would it be possible to get a donation for our project? A: We will be happy to work with you to fabricate the products you need for the homeowners on your show. We have worked on several such projects, and we are always happy to oblige. We understand that it is sometimes hard to get the exact product you need for your show, and we'll do our best to ensure ours are the perfect fit. Just drop us a line at Helpdesk@Alluminare.com! Q: What is Your Return Policy? Before I buy, can you tell me what your return policy is? A: We have a very liberal exchange policy for our custom products. Customer satisfaction is of the utmost importance to us, and we want you to love your Alluminare fixtures. Please go to the Support section of our website and click on "Returns" for the details. Q: Can I Make an Exchange for a Different Style and Color? I just received several beautiful pendants for my kitchen! However, when I repainted the kitchen walls, the colors no longer matched. Can I make an exchange? A: Absolutely. We have one of the most liberal exchange policies available for custom products. Within 30 days from the time you receive your order, you may exchange your customized product for any reason. Please visit the "Returns" section of our Support pages for additional details. Q: Where can I find my order number? I can't find my order number anywhere and would like to reference it with some questions I have. Where would it be located? A: When you originally placed your order, you received an email confirmation from us which had your order number in the subject line of the email. If you've already received your order, it is printed on the top of the packing list. Otherwise, please call us at 1-866-LAMPS-4-U and provide us with the last name that the order was placed under. Q: Choosing a 24" Diameter Cylinder Pendant I have a 60" round table that is in a very large room. Would a 24" diameter pendant work for this room? A: A 24-inch pendant light is a dramatic way to light a very large space, such as a large or very open dining room. A 24-inch pendant could be a great lighting solution for your dining room. To get an idea of how it might look, follow this link for a picture of one of our 24" diameter pendants over a round 60" dining room table: http://www.alluminare.com/images/advice/p12460.jpg We currently do not ship anything larger than the 24", but most of our customers with very large and open dining spaces find this size to be the perfect fit. This pendant is available for purchase on our site. Q: Choosing a 20" Diameter Cylinder Pendant I have an oval dining room table that seats 4-6 people. The room that it is in is relatively small, but I think the 18" pendant you offer might not be big enough for the space--I want the pendant to be a little oversized. What would you suggest? A: We think a 20" pendant would be the ideal choice. A 24" pendant may overwhelm the room, and an 18" pendant may be too small for your table. A 20" pendant is most likely to give you the visual impact you desire for your home. We have tested all three sizes, and we've found that the 20" is the ideal for spaces like yours. If it does turn out to be too small or too big, don't worry; you can always exchange it for a different size or color. Q: Choosing an 18" Diameter Cylinder Pendant My dining room is large, and we have a lot of artwork on the walls. Our table is rectangular and seats 6 people. Would the 18" diameter cylinder pendant be right for this room? A: The 18" diameter cylinder pendant is one of our flagship products; we sell more of this size than anything else. It is not too small for a space like yours, particularly if you do not want to overwhelm other elements of the room, such as artwork or windows. We believe you'll find the 18" to be a perfect fit! Q: Can I Get a Pendant Made in a Size Not Shown? I like your Classic Tapered Pendant's shape, but I need it in a smaller size than those offered on your site. Can you help? A: Yes! We are happy to create custom shapes and sizes based on your needs. Please provide the details of your request to us with this form: Custom Quotes Your request will be put into our Helpdesk system and a product specialist will review your request and respond within one business day! Q: Can I Get a Pendant With Stripes of Several Different Materials? I saw one of your pendants in a magazine in stripes of different materials. Can I get mine with a stripe as well? If so, how much extra do you charge? A: We are happy to allow our customers to pick several different patterns and materials and apply them to our pendants in a stripe design. For the moment, you have two options in ordering your lamp this way: 1) Visit our stripe tool to play with different color and pattern combinations and help visualize your stripes. You can email a friend with your design, and you can also order your pendant from within the tool. 2) Tell us exactly what you want! Just give us a call or email us and we will walk you through the stripe specifications. Stripes can only be done with our papers and with our canes, and adding a stripe will add approximately 15% onto your order. For an exact cost, please contact us and we will be happy to give you an exact quote over the phone or by email. Q: Why can't I customize the length of certain styles? Why can't I customize the length of certain styles? A: Altering the length of certain styles - namely, our tapered / conical styles - is trickier than one would imagine. Tapered styles require an arc-shaped pattern that is drafted from scratch---because we are quite precise with our patterns, it can take quite a bit of time and cannot be standardized as yet. However, you may always request a custom tapered pendant by emailing us and we will be happy to quote it for you! Q: Height To Hang Pendants in Walkway I just received two pendant lights from you, but don't know how far they should drop down from the ceiling. What's standard for hanging a light in a hallway? A: We recommend hanging the pendants so they are 2 to 3 feet from the bottom of the shade to the top of the tallest person's head that would be walking under them. Q: Choosing the Length of a Pendant How can I tell how long the pendant should be? A: The length of your pendant really depends upon the height of your ceilings and the overall size of your room. If you have very low ceilings, go for a bit shorter---If you have a very large space with high ceilings, go a bit longer. If you are unsure, try the recommended length first: we recommend these lengths because we have experience with them daily and know what generally looks best. Q: Pendant Length vs. Cord Length I am ordering a pendant online and see that I can customize the length! That is so cool! I need a shorter cord than the standard 9-feet---is this where I customize the cord length? A: You are able to easily customize the length of the pendant shade itself on the website. We ship pendants with 9-feet of cord standard, and it can be cut at installation to a shorter length if desired. If you need a longer length, please let us know and we can accommodate! The cord comes to you at a standard length---what you are customizing is the length of the pendant shade itself. Q: What is a Diffuser? I am configuring a pendant online and it asks me if I want a diffuser. What is it? How do I know if I need it? A: Diffusers are available on many of our pendants---usually the wider ones. A diffuser is a translucent disk that has been custom configured to fit your pendant. It is recessed into the bottom by approx. 1/2-inch so it is not seen from the side, but is seen from directly below the fixture. The intent is to shield your eyes from the bulb. Most of our customers specify their pendants with diffusers. We recommend them for situations in which your pendant will be high enough to show the light bulb from beneath. Q: Why does the website not allow me to choose a diffuser? Why won't the website let me add a diffuser to certain pendants? A: Certain models cannot be fitted for diffusers due to their shape, size or other technical constraints. We offer diffusers on any pendant that can be built to accept one. Q: Can I order a diffuser later and just attach it somehow? I am ordering an 18" dining pendant and want to purchase a diffuser later on. Can this be done? A: Due to the custom-fit nature of our diffusers, you must specify a diffuser at the time of order. At this time, we cannot "retro-fit" a diffuser on a pendant. Q: When would a diffuser be recommended? At what size should I consider ordering a diffuser with my pendant? A: Generally speaking, we recommend diffusers on our wider pendants and if it is going to be hung a bit on the high side. We offer diffusers on pendants that have had a large number of requests for diffusers, so if it is offered online, then you know that many people use them on that particular size. Q: Sample Requests Can I order samples of the materials and how long does it take? A: Due to the overwhelming number of requests we receive, samples can take 2 weeks or more to arrive. We notify you via email when they have been sent. Our samples are normally sent via USPS from our Atlanta location. If you do not receive them after we notify you that they have been sent, please email us at HelpDesk@Alluminare.com and we will be happy to re-send them. Please email us at Helpdesk@Alluminare.com for more information on requesting samples. If you are in a hurry, and cannot wait for samples to arrive, remember that you can always exchange your fixture if you would like another color! Q: Tagging What is Tagging? How is it useful? A: Tagging is a way for you to generate a list of materials on our site that you like, so that you can remember which materials you liked the best. Just click on the "Love it!" link under any material. Your tags stay on our server until you delete them---that way, you can leave, and come back later, and still remember what you liked! Tags use a "Tagger ID", which identifies your personal tags. You can email yourself, or someone else, a link that has your tagger id so that you can access your tags from any computer, anywhere! |
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