FAQ

Below are the questions we are asked most often. If your question is not covered here, email us at support@torvenne.com or call +1 (240) 798-2494 — we reply within 24 hours.

 

Orders & Customization

 

Do you make custom chandeliers?

Yes. Custom sizing, finishes, and configurations are a core part of what we do. Send us your dimensions, ceiling height, finish preference, and any reference images, and we will come back with options and a quote.

How do I request a quote for a project or a wholesale order?

Email support@torvenne.com with the project details — quantities, room type, target lead time, and any drawings or mood boards you have. For trade, hospitality, and multi-unit projects, tell us the scope and we will price it as a project rather than per item.

Can I ask for samples or finish swatches before committing?

For larger and custom orders, contact us before ordering and we will tell you what we can provide for the specific finish you are considering.

Can I change or cancel my order after placing it?

  • Within 24 hours: free cancellation with a full refund.
  • After 24 hours: cancellation may incur processing and transaction fees.
  • After the order has shipped: it cannot be cancelled. Wait for delivery and request a return instead.
  • Customized items: non-cancellable and non-refundable once production has started.

To change an address or specification, contact us as early as possible — before production starts we can usually accommodate it. Full details are in our Refund Policy.

 

Shipping & Delivery

 

How much does shipping cost?

Shipping is free on all orders within the United States.

How long will my order take to arrive?

Total time = processing time + transit time.

  • Processing: 3–7 business days for standard items; 7–15 business days for custom or intricate pieces.
  • Transit, items under 30": 6–12 business days.
  • Transit, items over 30": shipped by sea freight, 4–6 weeks.

Large statement chandeliers are crated and moved by freight, which is why they take longer than a standard parcel. See our Shipping Policy for the full breakdown.

I need it by a specific date. Can you speed it up?

Contact us before ordering with your deadline. Expedited options are sometimes available for an additional fee, and we would rather tell you honestly up front than miss your date.

How do I track my order?

You will receive an order confirmation email immediately after purchase, then a shipping confirmation email once your order is dispatched. A tracking number is included as soon as it is available; freight tracking can take a day or two to become active after dispatch.

Do you deliver outside the United States?

No. We currently ship within the United States only, and we do not offer international delivery at this time. If you are outside the US, you are welcome to contact us anyway — we would rather hear from you than lose the conversation, and we will let you know if that changes.

 

Products & Installation

 

What comes in the box?

Each product page lists exactly what is included — the fixture, mounting hardware, and any chain or downrod. Bulb requirements are also listed per product, so check the specifications before ordering if you plan to reuse existing bulbs.

What voltage and wiring do your fixtures use?

Voltage and wiring details are listed on each product page. If you need a configuration different from what is listed, contact us before ordering rather than after.

Do I need an electrician to install it?

These are hardwired ceiling and wall fixtures. We strongly recommend installation by a qualified, licensed electrician, in line with your local electrical code. This protects both your home and your warranty position, and for heavier chandeliers it also ensures the ceiling box is rated for the load.

Can I adjust the hanging height?

Most of our chandeliers and pendants ship with an adjustable chain or downrod so the drop can be set on site. The adjustable range is listed on the product page. If your ceiling is unusually high, tell us the height and we can advise on extension options.

My ceiling is sloped or vaulted. Will it work?

Usually yes, but it depends on the fixture and the slope angle. Send us the product you are considering and your ceiling angle and we will confirm before you order.

Are the fixtures dimmable?

Dimmability depends on the fixture and on the bulbs used. Check the product page specifications, and note that dimming also requires a compatible dimmer switch and dimmable bulbs.

 

Returns & After-Sales

 

What is your return window?

You may request a return within 30 days of delivery, and returns are free. To be eligible, the item must be:

  • unused and not installed;
  • in its original packaging;
  • complete, with all parts and accessories;
  • packed properly so it is not damaged on the way back to us.

Requests made after 30 days cannot be accepted. Once we receive and inspect the item, your refund is processed. See the Refund Policy for the complete terms.

Can I return a custom piece?

No. Customized items are made to your specification and are non-cancellable and non-refundable. This is why we would rather spend extra time with you on the specification before production than have you disappointed afterwards.

My order arrived damaged, or a part is missing. What now?

Report it to us within 48 hours of delivery. Email support@torvenne.com with:

  • your order number;
  • photos of the damaged item;
  • photos of the outer packaging or crate, including any visible damage;
  • a note of which parts are missing, if applicable.

Please keep all packaging until the matter is resolved. The 48-hour window is not us being difficult — freight carriers routinely reject damage claims that are reported late, and photographs of the crate are often the single thing that settles a claim in your favour.

Do your fixtures come with a warranty?

Yes. Every fixture carries a one-year warranty from the date of delivery, covering manufacturing defects and component failure under normal use.

The warranty does not cover damage caused by improper installation, misuse, modification, accidents, or normal wear of consumable parts such as bulbs. This is one more reason to have the fixture installed by a qualified electrician.

Something has gone wrong with a fixture I already installed.

Email support@torvenne.com with your order number, photos, and a description of the fault. If you are within the one-year warranty period and the fault is a manufacturing or component defect, we will arrange a repair, replacement part, or replacement fixture as appropriate. Outside that period, contact us anyway — we can often still supply replacement parts.

 

Still Need Help?

 

We would rather answer a question before you order than sort out a problem afterwards.

Or use the form on our Contact page. We reply within 24 hours.