FAQ

1. Can I get a wholesale discount?
If you need to purchase a large amount of products (more than 25 of the same product) or customize the entire household/hotel lamp, please contact us at info@eidelweis.com  and we will get back to you with discount information.

2.Can I customize the length of the rod or the length of the cord?
If the height of the ceiling is very high, you need to confirm the length of the rods, cord, and chain with our customer service.
If you do not know the specific extension, you can measure the height of the ceiling and send it to us.
We will help you ask our experienced designers and give you some advises according to the measurements.
Note: Normally we will provide 78 inches long rods/cords/chains for customers. If you need longer, please contact us at info@eidelweis.com.

3.How to customize products？
If you find a specific design of chandelier in our website  that you like, but you only need a different size or color. You send us the SKU number or product chain is best ,and you specify base size, color.

If you do not find a specific design of chandelier in our website that you like, you can send us photos or drawings of the lamps and you specify base size, color and material, we can contact our suppliers to find a satisfactory solution.
Please contact us at info@eidelweis.com.

4.What should I do if there is a problem during the installation?
We recommend checking if the parts of the lighting are complete one week before the installation in advance.
Our fixtures are very easy to install and can be installed by an average electrician.
If there are some unsolvable problems during the installation process, you can contact customer service support for help. Note that violent operation is prohibited. Unless there is a very good solution.

5.How do I determine the right size for my fixture?

There are some common rules of thumb that you can use to determine the right size for your light fixtures.

If your fixture will be free-hanging, meaning not hanging over a table or counter and where you need clearance for people to walk beneath it, the appropriate size is calculated based on the width, length and ceiling height of the room. 

To determine the appropriate diameter, add the width and length of the room in feet and convert the sum to inches. For example, if the room is 8'x10' the appropriate size is 18".

In terms of chandelier height, we recommend that the light is 3" tall for every foot of space between the floor and ceiling. You can find this number by multiplying the height of your ceiling (in feet) by three and converting that figure to inches. For example, if your ceilings are 10' high, your chandelier should be 30" tall (10 x 3 = 30).

For fixtures going over dining tables select a fixture with a diameter that is somewhere between half to three quarters the diameter (or length) of the tabletop. For example, if your dining room table is 48" wide x 60" long an appropriate size for the chandelier would be between 30" to 45" in length. If your table is round and 60" in diameter, the appropriate size chandelier would be between 30" to 45" in diameter.

If you are using multiple pendants over a counter, kitchen island or dining table you want to space your pendants approximately two feet apart. That means that if you have a smaller island that is in the 4-5 foot range you need two small or two medium pendants. If you have a larger island, you will need three medium or three large pendants. 

6.What is the correct height for my light fixture?

As a general rule if people will be able to walk underneath the fixture allow at least 7 feet of clearance between floor to the bottom of the fixture.

If hanging a fixture above dining room tables, islands, counters or any work surface allows at least 30" to 36" clearance between your table top and the bottom of your fixtures.

7.How do I clean my light fixture?

Each light fixture comes with its own directions and instructions. However, below are universal standards that apply to most light fixtures:

1. Turn the light off before cleaning.

2. Put on soft fabric gloves to avoid scratching or finger printing the fixture.

3. Use standard ladders, step stools or scaffolding to gain comfortable access to the fixtures following the given safety procedures for your access tool.

3. Wipe down the fixture with a clean, lint-free and DRY cloth. CAUTION: Never use water or any chemicals on any light fixture. Avoid contact with any acids, liquids or abrasives and the light fixture as they can corrode them and create safety hazards.

4. CAUTION: Avoid any pulling or undue stress on any of the fixture's parts, body or connections. Never use the fixture to support yourself or any of your tools or ladders.

8.How long are shipping times?

Most of our products will be delivered within 3-8 business days or less except for some bulkier lighting pieces. You can find more data about estimated delivery times on its SHIPPING POLICY page.

As soon as your product ships, you'll receive a tracking number that will let you keep tabs of where your order is at all times.

9.How secure is eidelweis.com payment order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.