FAQs

Ordering

How do I know my order went through?
A confirmation email arrives within a few minutes of checkout. If it has not appeared, check your spam folder before contacting us, as order confirmations are often filtered there.

Can I change or cancel my order?
Yes, if it has not shipped yet. Email chateau.noir.home@gmail.com with your order number as soon as you can and we will do our best.

What payment methods do you accept?
All major credit and debit cards, plus the accelerated checkout options shown at the payment step.

Shipping

Is shipping really free?
Yes. Shipping is free on every order, worldwide, with no minimum spend.

How long will delivery take?
Orders are packed within a few business days and delivery times by region are listed on our Shipping Policy page.

Where is my tracking number?
It is emailed the moment your parcel ships. The first carrier scan can take a day or two to appear. You can follow it from our tracking page.

Will I pay customs or duties?
Orders outside Canada may attract import charges set by your country. Those are not included in our prices.

Returns and warranty

What is your return window?
30 days from delivery, on unused items in their original packaging. Full details are on the Return and Refund Policy page.

My item arrived damaged. What now?
Email us within 7 days with your order number and a photo of the item and the packaging. We replace or refund it, and we cover the return cost.

What does the warranty cover?
30 days against manufacturing defects, covering the LED module, driver, battery and touch controls. A 1 Year Extended Warranty can be added at checkout.

Products

Are your lamps cordless?
Many are. Each product page lists the power supply in its specifications, and rechargeable pieces ship with a charging cable.

How long does a charge last?
It varies by piece. Runtime is listed in the specifications on each product page.

Can I use them outdoors?
Only pieces described as rated for outdoor use. Anything without an outdoor rating is for indoor use.

Are the bulbs replaceable?
Where a piece uses an integrated LED, the light source is built into the fitting and rated for many years of use. Pieces that take a replaceable bulb say so in their specifications.

Do you sell in bulk?
Yes. Case quantities for hotels, restaurants and hospitality groups are in our Bulk Orders collection, and our Trade Program covers larger projects.

Still stuck?

Write to chateau.noir.home@gmail.com or use our contact page. We read everything.