Customer
Service
Heavenly Lights
Contact Us
Thank you for visiting our customer care pages. We would love to hear from you! Please give us your thoughts, comments and suggestions. You can reach us at:
Heavenly Lights
799 New Shackle Island Rd
Hendersonville, Tn 37075
Customer Service
1.800.715.1456
Hours of Operation:
Mon-Fri 8:00am-6:00pm CST
Shop Hours: By Appointment Only
Fax Orders To:
615.264.4563
Ordering Information
Our online store is available for ordering 24 hours a day, 7 days a week for your convenience. We understand that often times you have questions and would like to talk to us in person, or would like to place an order by phone. Please call our customer service number at: 800.715.1456 or 615.405.8095. If no one is available to assist you or if it is after hours, please leave a detailed message and we will return the call either the same day or the next available business day. Since many of our items are custom made or one-of-a-kind, your order will not be guaranteed until you receive confirmation by phone or e-mail from us that your order has been placed.
Payment Options
You may place orders through our secure shopping cart, by fax, telephone or by e-mail.
Please note: E-mail is not encrypted and is therefore not a secure way to transmit your credit card information to us. If you are placing an order by e-mail, we ask that you specify what you would like to order but do not e-mail personal information. We will contact you by phone to collect the remaining information we need to complete your order.
Telephone Orders
We accept American Express, MasterCard, Visa and Discover by telephone.
Secure Online Orders
We accept online orders 24 hours a day, 7 days a week. Click the buy now button to place your order and you will be directed to our secure ordering page. You may order online using your Am Ex, MasterCard, Discover, Visa or personal check, (held for clearing).
You may also use PayPal which has become one of the webs most popular types of payment methods using SSL technology for secure transactions. Best of all, paying through PayPal is free! It allows you to securely send funds to any e-mail user through your credit card or bank account. When paying by PayPal, you may use your MasterCard, Visa, Discover, American Express card or pay by electronic check. If you are not already a PayPal member, you will be given the opportunity to sign up for a free account when placing your order. Heavenly Lights uses the industry standard (SSL) Secure Sockets Layer technology to protect your personal information which encrypts your credit card number so it cannot be accessed by outside parties.
Sales Tax
No sales tax will be collected on delivery locations outside of the state of Tennessee. However, Heavenly Lights is required to collect 9.25% sales tax on all orders shipped to a Tennessee address.
Shipping Costs
Heavenly Lights shipping charges are based on the weight of the packaged box, measurements of the box and which zip code zone the package will travel to. Our preferred shipping method is UPS Ground however, we are sure to consider costs and do use other shippers such as Fed Ex and United States Postal Service. Express delivery or 2nd Day delivery is available by request but incurs an extra charge. Since our lighting is sent by UPS/Fed Ex, we are unable to deliver to any Post Office boxes. At certain times we run shipping specials which will be stated at the top of each page.
| Order Value | Shipping |
|---|---|
| Less than $49.99 | $ 5.00 |
| $50 - 124.99 | $11.00 |
| $ 125.00 - 199.99 | $ 14.00 |
| $ 200.00 and up | 11% of total |
Heavenly Lights takes great care in preparing your lighting for shipping. All lighting is professionally packaged and fully insured. Insurance is included in the price of each item.
Delivery
Many of Heavenly Lights products are made-to-order, others are antiques that have been carefully restored. Because so many of our products are hand-crafted, shipping times shown on each product description are estimates. Since work is done on our antique fixtures and handmade fixtures here in our shop, we should be able to give a good estimate on completion/shipping dates when your order is placed. Please be patient, our products are worth the wait! We will make every effort to meet the estimated delivery date and will notify you promptly of any delays. Heavenly Lights cannot be held responsible for delays beyond the estimated delivery times shown on product pages.
Damaged Items
Upon delivery, please inspect your package. Check to make sure your lighting is in order and that all prisms are included with the package or in a smaller separate box. Check for any damage that may have occurred in transit. If you find that damage has occurred, please notify us within 5 days to file a claim. Unfortunately, claims made after 5 business days will not be accepted.
If you have ordered a chandelier with prisms, the prisms will be packed in a box of their own and placed in the larger chandelier box. Be sure to look for them when unpacking your box.
Returns
We understand that sometimes merchandise needs to be returned. If for any reason you are unsatisfied with your purchase please notify us by phone or e-mail within 10 business days. Some of our products are to be returned directly to the manufacturer and you will be notified how to handle the return upon your contact with Heavenly Lights. In order to receive a refund or to be able to exchange an item, returns must be fully insured, in excellent (unused) condition and in their original packaging. Any product that is returned without prior authorization will be refused. Upon receipt of your approved return, you will be issued a refund less shipping costs. Please allow two billing cycles for refunds to appear on your credit card statement.
Custom Orders
Heavenly Lights will not accept returns on custom orders unless damaged in transit. Custom orders are items crafted to your personal specifications, items that are not offered in our regular product line.
You have 3 days to cancel a custom order. Cancellations can be made by phone or e-mail. After 3 days, custom orders are non-refundable.
Backorders
Occasionally, some of our products may be backordered. In case a backorder occurs, you will be immediately notified as to when the item will arrive. You will be able to decide at that time if you would like to continue with the order or cancel. Charges will not be made to your credit card until the item is shipped.
International Orders
Heavenly Lights does sell internationally but please understand our fixtures are wired according to United States codes and standards. Your chandelier will need to be rewired to meet your country's electrical standards. All international orders need to be placed by phone at 615.405.8095. Correct shipping will be calculated at the time you place your order. We accept PayPal only on all international orders.
Safety
Customer safety is another of Heavenly Lights top concerns. All new chandeliers, sconces and lighting fixtures are made with UL listed parts. All lighting is sent with appropriate ground wire and hardware to hang your fixture. We recommend using 40 watts bulbs per arm (or less) in each of our fixtures. If you plan to use shades, you will need 25 watts or less per arm.