FAQ
Frequently Asked Questions
Welcome to homevla.
homevla is an online retailer specializing in home lighting and decorative lighting products, offering lighting solutions designed to bring warmth, style, and comfort to everyday living spaces, including pendant lights, ceiling lights, wall lights, table lamps, floor lamps, and other decorative lighting products.
Below you will find answers to common questions about ordering, payment, shipping, returns, refunds, product issues, and customer service.
1. How do I place an order?
To place an order:
- Select the product you would like to purchase.
- Choose any available options, such as size, color, style, or quantity.
- Add the item to your cart.
- Proceed to checkout.
- Enter your shipping, billing, and payment information.
- Review your order and submit your purchase.
Once your order has been submitted successfully, you should receive an order confirmation email.
2. What payment methods do you accept?
homevla accepts the payment methods displayed as available during checkout.
Available payment methods may vary depending on your location, device, order value, payment provider, and checkout configuration.
Only payment methods shown at checkout can be used to complete a purchase.
3. What currency are prices displayed in?
Unless otherwise stated during checkout, prices for customers in the United States are generally displayed in U.S. Dollars (USD).
Your bank, card issuer, or payment provider may charge foreign transaction or currency conversion fees if your account uses a different currency.
4. How long does order processing take?
Orders are generally processed within 1–3 business days after payment has been successfully confirmed.
Business days are Monday through Friday, excluding weekends and public holidays.
Orders placed on weekends or holidays will normally begin processing on the next business day.
5. How long does shipping take?
Estimated shipping time within the United States is generally 5–12 business days after processing.
Estimated total delivery time is generally:
Processing Time: 1–3 business days Shipping Time: 5–12 business days Estimated Total Delivery Time: 6–15 business days
Delivery times are estimates and may vary due to carrier delays, customs processing, weather, holidays, logistics conditions, or other circumstances outside our reasonable control.
6. How much does shipping cost?
Applicable shipping charges will be displayed during checkout before you complete your purchase.
Depending on the order, destination, promotion, or shipping method, free or promotional shipping may be available.
7. Do you ship throughout the United States?
We currently ship to eligible addresses within the United States.
Shipping availability may vary depending on the destination, product, carrier restrictions, or logistics conditions.
Certain remote locations, P.O. boxes, military addresses, or other special destinations may have limited shipping options or longer delivery times.
8. Are all products shipped from the United States?
Not necessarily.
Some products may be fulfilled or shipped from warehouses or fulfillment facilities located outside the United States.
Fulfillment locations may vary depending on the product, inventory availability, warehouse location, and logistics arrangements.
9. How can I track my order?
When tracking information becomes available, we will send a shipping confirmation email after your order has been dispatched.
Please allow some time for the tracking information to become active in the carrier's system.
If your tracking information has not updated for an extended period, please contact:
Please include your order number when contacting us.
10. Can I change my shipping address?
If your order has not yet been processed or shipped, we may be able to update the shipping address.
Please contact us as soon as possible at:
Once an order has entered fulfillment or has already shipped, we cannot guarantee that the shipping address can be changed.
11. Can I cancel my order?
If you wish to cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to cancel the order before it enters fulfillment.
Once an order has been processed or shipped, cancellation may no longer be possible.
If the order has already shipped, you may need to wait until delivery and then follow the applicable return procedure.
12. What is your return policy?
Eligible products may generally be returned within 30 days of the date of delivery.
To qualify for a return, the item should generally be in substantially the same condition in which you received it and include original accessories, parts, and packaging where applicable.
Please review our Returns & Refund Policy for complete eligibility requirements, exclusions, and procedures.
13. How do I request a return?
Before returning any product, please contact our customer service team at:
Please provide:
- Your full name;
- Your order number;
- The item you wish to return;
- The reason for the return;
- Photographs or videos where relevant.
After reviewing your request, we will provide return instructions.
Please do not send an item back before receiving return instructions from us.
14. What is your return address?
All eligible returns should be sent to the approved return address after your return request has been reviewed and authorized.
Return Address:
The return address will be provided by our customer service team after your return request has been reviewed and approved. Our registered company address is not necessarily a return facility. Please do not ship returns to the registered company address unless we explicitly instruct you to do so.
Please contact us at:
before shipping your return so that we can confirm return eligibility and provide the appropriate instructions.
Please do not send returns to any other address unless specifically instructed by our customer service team.
15. Who pays for return shipping?
Responsibility for return shipping depends on the reason for the return.
If an item is confirmed to be defective, damaged, incorrect, or materially different from the product ordered, we will provide an appropriate remedy and cover reasonable return shipping costs where required.
For change-of-mind returns, including cases where you no longer want the product, ordered the wrong item, or selected the wrong size or variation, you may be responsible for return shipping costs where permitted by applicable law.
Please review our Returns & Refund Policy for complete details.
16. What should I do if my light arrives damaged or defective?
If your lighting product arrives damaged or defective, please contact us as soon as reasonably possible at:
Please include:
- Your order number;
- A description of the issue;
- Clear photographs or videos of the product;
- Photographs of the packaging where relevant.
After reviewing the issue, we may offer a replacement, refund, partial refund, or another appropriate remedy.
For electrical safety, do not install, connect, or use lighting products with damaged wiring, broken sockets, cracked electrical components, or other visible defects. If a fixture is already installed, disconnect power safely and contact a qualified electrician where necessary.
17. What if I received the wrong item?
If you receive an item different from what you ordered, please contact us at:
Please include your order number and clear photographs of the item received.
If we confirm that the incorrect item was sent due to our error, we may provide a replacement, refund, or another appropriate remedy.
18. What if an item is missing from my order?
Some orders may be shipped in multiple packages.
If all packages have arrived and an item is still missing, please contact:
Please include your order number and a description of the missing item.
We will review the shipment information and provide an appropriate resolution if the missing item is confirmed.
19. Can I exchange an item?
Exchange availability depends on product inventory and return eligibility.
Please contact us at:
In some cases, the fastest option may be to return the original item for a refund and place a new order.
We cannot guarantee that replacement inventory will remain available while a return is being processed.
20. How long does it take to receive a refund?
After an approved refund is issued, it may take approximately 5–10 business days for the funds to appear in your account.
Actual processing time depends on your bank, card issuer, payment method, or payment provider.
If you have not received an approved refund after a reasonable period, please first check with your bank or payment provider and then contact us if further assistance is needed.
21. How will my refund be issued?
Approved refunds will generally be issued to the original payment method used for the purchase.
In certain circumstances, a partial refund may be issued where appropriate and permitted by applicable law.
Please review our Returns & Refund Policy for complete refund terms.
22. What if my tracking says delivered but I cannot find my package?
If tracking shows your package as delivered but you cannot locate it, please first:
- Check your mailbox and normal delivery area;
- Check your porch, garage, parcel locker, or other safe delivery locations;
- Ask household members or neighbors;
- Contact the shipping carrier;
- Allow up to 48 hours in case the delivery scan was recorded early.
If the package still cannot be located, contact:
We will review the available information and make reasonable efforts to assist you.
23. What if my package appears to be lost?
If your tracking information has not updated for an extended period or your package appears to be lost in transit, contact:
Please provide your order number and tracking information, if available.
We may investigate the shipment with the carrier.
If a package is confirmed to have been lost, we may provide a replacement, refund, or another appropriate remedy.
24. What if I entered the wrong shipping address?
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you discover an error, please contact us as soon as possible at:
We will make reasonable efforts to update the address before shipment, but we cannot guarantee that changes can be made after an order has entered processing or has shipped.
25. Can my order arrive in multiple packages?
Yes.
Products from the same order may occasionally be shipped separately because they are stored in different fulfillment locations, become available at different times, or require different shipping arrangements.
If your order is divided into multiple shipments, you may receive separate tracking numbers.
26. Are sale or clearance items returnable?
Sale or clearance items may be eligible for return unless they are specifically marked Final Sale or otherwise identified as non-returnable before purchase.
Final Sale items generally cannot be returned for change-of-mind reasons.
This does not affect any rights you may have for defective, damaged, incorrect, or materially misdescribed products under applicable law.
27. Are there any non-returnable items?
Certain products may not be eligible for change-of-mind returns due to customization, clearly disclosed final-sale restrictions, product condition, or other legitimate reasons permitted by applicable law.
These may include:
- Personalized or made-to-order lighting fixtures, where a lawful exception applies;
- Items clearly marked as Final Sale before purchase, where permitted by law;
- Gift cards;
- Lighting fixtures or accessories that have been materially damaged through improper installation, unauthorized modification, misuse, or neglect;
- Products returned with missing essential components or damage beyond reasonable inspection, subject to applicable consumer rights.
Installing or inspecting a lighting product does not automatically eliminate statutory return rights. Any applicable non-returnable restriction should be disclosed before purchase. Defective, damaged, incorrect, or materially misdescribed products remain subject to mandatory consumer protections.
28. Is my payment information secure?
Payments may be processed by third-party payment service providers.
homevla generally does not directly store complete credit or debit card numbers or card security codes.
Payment providers process information according to their own terms, privacy policies, and security practices.
Please review our Privacy Policy and applicable payment information for additional details.
29. What should I do if my payment fails?
If your payment is declined or unsuccessful, please first check that your billing and payment information is correct.
Payment failures may occur due to:
- Insufficient funds;
- Incorrect payment information;
- Expired payment method;
- Billing address mismatch;
- Bank restrictions;
- Security controls;
- Payment provider errors.
You may try again using another payment method displayed at checkout or contact your bank or payment provider for assistance.
30. What if I see a duplicate charge?
If you believe you have been charged more than once for the same order, please contact us promptly at:
Please include:
- Your order number;
- Your full name;
- Transaction date;
- Amount charged;
- A brief description of the issue.
For security reasons, please do not send your full payment card number or card security code by email.
31. Do you charge customs duties or import fees?
Certain shipments may involve cross-border transportation or international fulfillment.
Where customs duties, import taxes, brokerage fees, or similar charges apply, responsibility for those charges will depend on the terms disclosed during checkout and applicable law.
We will not intentionally impose undisclosed mandatory charges after checkout.
32. What types of products does homevla sell?
homevla specializes in home lighting and decorative lighting products designed to enhance comfort, function, and atmosphere in living spaces.
Depending on current availability, our selection may include:
- Pendant lights;
- Chandeliers;
- Ceiling lights;
- Wall sconces and wall lights;
- Table lamps;
- Floor lamps;
- Bedside and accent lighting;
- Other indoor decorative lighting and compatible accessories.
Product categories and availability may change. Please refer to each product page for current specifications, dimensions, materials, and compatibility information.
Important Lighting Safety Information
Before installing or using any lighting product, read the included instructions and confirm that its voltage, bulb type, wattage, socket, installation location, and other specifications are appropriate for your home and local electrical requirements.
Where hardwiring is required, installation should be performed by a qualified electrician in accordance with applicable electrical codes. Disconnect power before installation or maintenance. Do not use products with damaged wiring, plugs, sockets, or other electrical components. Keep lighting products away from water unless they are expressly rated for the intended wet or damp location.
Only use compatible bulbs and accessories within the manufacturer's stated ratings. Product details and safety instructions supplied with the fixture take precedence over these general reminders.
33. How do I contact homevla?
If you have questions about our products, orders, shipping, returns, refunds, payments, or other customer service matters, please contact us.
Brand: homevla
Operator / Company Name: Shenzhen Xihe Trading Co., Ltd.
Business: Online retail of home lighting and decorative lighting products.
Company Address: Room 1006, No. 6, Lane 1, Hebei Xincun, Xianglian Community, Longhua Subdistrict, Longhua District, Shenzhen City, Guangdong Province, China
Customer Service Email: service@homevla.com
Website: https://homevla.com/