Frequently Asked Questions

What is Chateau Lighting’s refund and return policy for online purchases?

If you receive an item you're dissatisfied with, you may contact our store and return it within 30 days of receipt to a refund to your original tender within our current return policy guidelines. Bring the item(s) with a copy of your shipping confirmation email to Chateau Lighting or email it to our customer support team.

The customer is refunded the balance of what is owed, minus the return shipping cost. 

Shipping charges are not refundable.

Customer must report items that are damaged, defective or missing within 3 days of delivery by emailing us

Used Merchandise

No returns on used merchandise.

Custom Products

No returns on custom purchased furniture. Any product that has been custom ordered is final sale. Lighting that has been custom ordered is subject to a 25% restocking fee.

Hygienic Reasons

There are no returns on certain products such as: pillows, blankets/throws, home décor (plates, candles, mugs, glasses, dishtowels, etc.)

What is Chateau Lighting’s refund and return policy for gift cards?

No monetary value, non-refundable (unless required by law). Chateau Lighting reserves the right to deactivate or reject any gift card issued or procured through fraudulent activity. Stolen, lost, or damaged cards cannot be replaced.

Refund and return policy for custom products?

Chateau Lighting may require valid picture ID (Driver's License or other photo I.D. acceptable to Chateau Lighting) for any return. Chateau Lighting use refund and cheque verification systems. All returns are subject to system approvals. Valid picture ID information or phone number may be entered into these systems where authorized by law. 

How long does it take for a credit card refund to appear on my statement?

The refund amount returns to your original form of payment in about five to seven business days and is subject to timelines of the purchaser’s bank institution. 

How & When Parcel Shipping Orders are Shipped & Delivered

• Parcel shipping orders are shipped directly to the shipping address you have provided (we cannot ship to PO Boxes at this time).
  
• Orders ship via standard ground shipping usually within 1 business day from the time your order is placed.
  
• Shipment will usually arrive 2-3 business days after the order has shipped for most destinations. Transit time may be longer to remote addresses.
  
• Normally, shipment(s) are scheduled to arrive Monday to Friday, between 8 am and 5 pm local time.
  
• If you are not home to accept your shipment, a shipping notification card with further details will be issued.
  
• Smaller shipments made by courier may be left at your door.
  
• Multiple items may be shipped separately due to size or availability and may arrive at different times.
  
• Purchases from ChateauLighting.ca can only be shipped to destinations within Canada; standard shipping rates apply unless specified.
  

Why Can't Some Items be Parcel Shipped?

• Some items may be fragile, and we want to make sure that you receive your purchase in one piece.
  
• Some items may contain hazardous materials.
  
• Some items are too heavy or too large for parcel shipping.
  
• Some items sold in bulk may be too large for parcel shipping.
  
• Some clearance items may not be parcel shippable.