FrEQUently asked questions (FAQ)
What is your Store Policy Terms & Conditions?
Please see our full “Terms & Conditions” here.
Do you offer a trade discount?
We offer a 15% discount to qualified trade clients with no purchase minimum. To sign up for our Trade Access Program and check your eligibility, please contact us at sales@ladiesandgentlemenstudio.com.
How do I clean my light?
Before cleaning or uninstalling any part of the light for cleaning purposes, please turn off the light and wait for it to cool before proceeding. Use a microfiber cloth to dust the fixture and always handle all glass with gloves to avoid leaving marks left by the oils on your hand.
Do not use abrasive cleaners. Most metal surfaces are finished with a clear lacquer to prevent patina and corrosion, unless otherwise specified.
How do I place an order?
Please contact us at sales@ladiesandgentlemenstudio.com with your order specification, billing address and shipping address. We will send you an invoice with a link for payment. Once payment is processed, order leadtime will begin.
How do I order bulbs?
You can purchase extra light bulbs from us here directly. Please contact us at sales@ladiesandgentlemenstudio.com with your order specification, billing address and shipping address.
Where can we see your lights?
Please see our stocklist here. Not all stockists display all collections, so it’s best to contact them prior to visiting to confirm. To get a full list of public places where you can see our fixtures installed, please contact us at sales@ladiesandgentlemenstudio.com.
RETURN POLICY:
All returns and claims must be pre-authorized by L&G Studio via e-mail (info@ladiesandgentlemenstudio.com) within 30 days of receipt with your stated reasons. L&G is not responsible for any return shipping costs with the exception of items damaged during shipping or mistakes made on our behalf. L&G Studio will only issue a refund for the cost of the item (not including shipping cost) or provide store credit. Roll & Hill products (Shape Up Collection, Krane Collection, & Kazimir Collection) are subject to Roll & Hill’s return policies. A 15% restocking fee will be applied for all returned items. L&G Studio does not accept returns on custom orders, clearance items, or discontinued products.
L&G requires customers to pack and ship the return item in its original unused condition. Please allow 5-7 business days for us to process the refund after we receive the returned item. Merchandise damaged during shipping is eligible for return shipping cost or replacement with CLEAR photo proof of the damaged item AND the condition of the packaging as this info is needed for L&G to file a damage claim. International orders that are lost or damaged in shipping also may require an electronic signature to be processed.
Shipping damage claims must be filed within (5) days of receipt and emailed to info@ladiesandgentlemenstudio.com. Clear photos of the damaged products and corresponding packaging must be provided and packaging supplies must be kept until further notice. Failure to keep packaging may invalidate any claim. Shipping damage claims will not be granted to products that have been installed or assembled.
ORDER CANCELLATIONS
Orders may be canceled within 5 business days of their confirmation. For custom orders, cancellations must be made within 2 business days of confirmation. After these grace periods, no cancellations will be allowed. We do not accept cancellations on rush orders.
SHIPPING TERMS:
All our products are made or assembled to order. Please refer to each product description lead time as certain items are made to order and can take up to 16 weeks. Lead times are calculated from the date of the receipt of payment.
DOMESTIC SHIPPING:
For domestic shipping we use FedEx Ground or Priority Mail. All shipments are trackable and insured. We provide tracking details once an order is shipped. Should you need an expedited shipping option, please contact us and we will arrange it for you.
INTERNATIONAL SHIPPING:
We require ALL international shipments to be insured in case the packages get lost or damaged (this is included in our shipping costs). Orders under $300 will ship via USPS Priority International unless otherwise arranged with us. Orders over $300 will ship via DHL Express unless otherwise arranged. Please note for international orders, any import taxes and other customs fees are the sole responsibility of the recipient and will be collected by the carrier. If you're sending an international package as a gift, we suggest contacting us first so that we may work with you to handle duty charges. If you don't receive your order in 14 business days, please contact us at info@ladiesandgentlemenstudio.com and check with your local postal carrier to see if the item is being held. Lost international packages can take time to track (up to 6 weeks), so we ask for your patience in filing a claim on international packages.
Quick Ship
Select products are available for quickship and are limited to available stock. Quick ship items ship within 1 - 2 weeks from order date.
Rush ORDERS
We provide a rush order option for a fee of 25%. Rush orders are time sensitive and require a pre-approval from Ladies & Gentlemen Studio. No cancellations will be accepted on rush orders. Please contact Ladies & Gentlemen Studio for rush order approval. Please provide the time frame for your project needs and we can help accommodate your timeline as best as we can.
CUSTOM ORDERS
Custom orders are placed by contacting Ladies & Gentlemen Studio. Please let us know what customizations you are interested in and we will work with you to meet your needs.
WARRANTY
All furniture and lighting products manufactured by Ladies & Gentlemen Studio are guaranteed to be free of defects in craftsmanship for 3 years from purchase date. Accessories are guaranteed against craftsmanship defects for 90 days from purchase date.
Improper use, handling or installation voids all warranty and liability claims. The cost of installation and / or uninstalling the product and the transport fees are not included in this warranty. Any manipulation or alteration of the product by a third party will void the warranty, and may void the UL certification, if applicable. Warranty claims are subject to physical review prior to awarding any repair or replacement. All claims must be submitted electronically via email to info@ladiesandgentlemenstudio.com within 10 days of occurrence followed by return of affected products to Ladies & Gentlemen Studio unless otherwise arranged. L&G, at its option, shall repair or replace the defective unit covered by this warranty.Products designed by L&G, but manufactured by a third party are supported by the manufacturer’s warranty. Therefore all claims must be submitted to the manufacturer directly.