FAQ

Schwedter Str. 21, 10119, Berlin, Germany

No. Lys & Loom is currently an online-only brand. This allows us to keep our collections lean and offer great value directly to you.

You can reach us via:

• 
  Email: info@lysandloom.com
  
• 
  Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (EST)
  

We usually reply within 1–2 business days.

Yes. You may return eligible items within 14 days from the date you received your order. Items must be:

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  Unused
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  In their original condition
  
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  With all original tags and packaging
  

Please see our full Refund & Return Policy for details.

1. Email us at info@lysandloom.com with your order number, the item(s) you want to return and the reason.
   
2. 
   We will confirm your return and send you return instructions.
   
3. 
   After approval, send the items to our warehouse in China (or another address we specify in our email).
   
4. 
   Keep your shipping receipt and tracking number until your refund is processed.
   

Unless we provide a different address in your return confirmation, returns go to our international warehouse in China:

Recipient: Sunny HE

No. 213 Taikang Middle Road,

Yinzhou District, 315100 Ningbo City,

Zhejiang Province, China

Phone: +86 13848831114

Returns to U.S. addresses cannot be processed.

• If you received a defective, damaged or wrong item, we will cover reasonable return shipping costs or offer an alternative solution (for example a partial refund without return).
  
• 
  If you return an item for other reasons (change of mind, style/size not as expected, etc.), you are responsible for the return shipping costs including any customs or handling fees.
  

Once your return arrives and is inspected, we will process your refund within up to 14 business days.

The refund will be issued to your original payment method. Your bank or payment provider may need additional time to show the refund on your statement.

We currently accept:

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  Shop Pay
  
• 
  PayPal
  
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  Credit and debit cards (Visa, Mastercard, American Express, Maestro, UnionPay)
  
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  Apple Pay
  
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  Google Pay
  
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  Klarna and other “buy now, pay later” options (where available)
  

All payments are processed securely by our payment providers.

We start processing orders very quickly so we can ship them on time.

If you need to change or cancel your order, please contact us as soon as possible at info@lysandloom.com with your order number.

• 
  If your order has not been processed yet, we will do our best to update or cancel it.
  
• 
  If your order is already in production or has shipped, a change or cancellation may no longer be possible. In that case, you can use our standard return process.
  

Yes. Payments are processed via trusted third-party providers (such as Shopify Payments, PayPal, Klarna). We do not store full credit card numbers on our own servers. Our checkout uses SSL encryption to protect your data during transmission.

We currently ship within the United States only. Orders with a delivery address outside the U.S. cannot be processed at the moment.

We offer free standard shipping on all orders within the United States, unless otherwise stated at checkout.

Your order is shipped from our international warehouse in China. Once the package arrives in the U.S., a local carrier (for example USPS or another parcel service) handles the final delivery to your address.

Our estimated delivery time is:

• 
  Processing time: 1–2 business days
  
• 
  Transit time: 5–8 business days
  
• 
  Estimated total: 6–10 business days from the time you place your order
  

Please note that holidays, customs checks, and high shipping volumes can occasionally cause delays.

International transport is usually handled by CNE Express, SF Express or a similar logistics partner. Final delivery in the U.S. is completed by a local carrier (for example USPS or another parcel service).

As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number.

Use this tracking number to follow your package on the carrier’s website.

Tracking may pause during customs or when the parcel changes carriers. If there is no update for more than 5 business days, please contact us at info@lysandloom.com with your order number so we can check the status for you.

Please take clear photos of the product and packaging and email them to info@lysandloom.com within a reasonable time after delivery. We’ll review the case and offer a suitable solution (replacement, partial refund or full refund according to our Refund & Return Policy).

Lys & Loom specializes exclusively in Scandinavian-inspired lighting.

Our collection focuses on table lamps and floor lamps designed to create calm, warm, and balanced living spaces through soft, ambient light.

Our lamps are made using carefully selected materials such as metal, glass, wood, and fabric shades.

Each product page provides detailed information about materials, finishes, and dimensions.

Yes. All Lys & Loom lamps are plug-in and ready for immediate use.

No installation or professional electrical work is required.

We do our best to show realistic colors. However, screen settings and lighting can cause slight differences between what you see on your device and the actual product. Small variations are normal and not considered a defect.

At the moment we do not offer personalization or fully custom designs. If this changes in the future, we will update our website and social media channels.

No. Our lamps are designed for everyday use and do not require installation or special electrical setup.