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If your lamp arrives damaged, faulty or isn't what you ordered, we put it right, and you never need to send it back. Exactly how depends on the problem, and every case is set out below.
Every Danima lamp is made and shipped to you from our production partners overseas, so we don't accept returns or exchanges for a change of mind. That includes ordering the wrong size or colour, or deciding a lamp isn't right for your room. Please check the size, colours, materials and voltage on each product page before you order, and email us with any question first. We're happy to help you choose.
Email us within 12 hours of placing your order with the subject line "URGENT: Order #" followed by your order number. Orders cancelled within that window are refunded in full to your original payment. After 12 hours your order may already be with our production partner and can't be cancelled or changed.
We never ask you to ship a lamp back. Instead, we ask for photos or a short video so we can see the problem, then put it right.
Our lamps are glass and stone and travel a long way. When you check out, you can choose to add Fragile Transit Protection & Instant Priority Replacement to your order for $3.95, or free on orders over $100. It covers every parcel in that order.
If a lamp doesn't work when it arrives, or isn't what you ordered, email us within 7 days of delivery with your order number and a short video or photos showing the problem. This applies to every order, with or without Fragile Transit Protection. We will ship you a free replacement or the part that fixes it. If we can't, we refund the item in full to your original payment.
If a piece arrives with a minor cosmetic mark that doesn't affect how it works (such as a small nick on the base), email us within 48 hours of delivery with photos. You keep the lamp and receive 20% of the item price as store credit.
Whatever the problem, we recommend filming your unboxing: start the video before you cut the tape on the shipping box and keep filming until the lamp is out of its packaging. It makes any claim faster.
If your tracking hasn't moved for 7 business days, email us and we will ask the carrier to trace it. With Fragile Transit Protection, we send a replacement or refund you in full straight away, without waiting for the carrier's investigation. Without it, we reship your order or refund you in full once the carrier confirms the parcel is lost.
If we can't ship your order within the time shown in our shipping policy, we will email you with a new shipping date. You can wait for it, cancel for a full refund to your original payment, or take 110% of your order total as store credit instead.
We don't have a returns address, and parcels sent back to us, to any address on the shipping label, or to the address on our contact page can't be accepted, refunded or credited. If there is a problem with your order, email us first and we will sort it out without you needing to send anything.
Nothing in this policy limits any rights you have under the consumer protection laws of your state.
Email care@danima.store and we will get back to you within 2 business days (damage and protection claims within 1 business day). Danima Atelier is based in Kirkland, Washington, and ships to the United States only.
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