Welcome to Northlight Store’s FAQ section. We’ve compiled answers to the most common questions about our curated home decor collections, shipping policies, and customer service. Whether you’re shopping for accent rugs, designer lighting, or decorative accents, we’re here to make your experience seamless.
Product Information
What types of home decor products do you offer?
We specialize in carefully curated home decor including:
- Lighting: Ceiling lights, floor lamps, table lamps, and desk lamps
- Textiles: Area rugs, runners, kitchen mats, doormats, and accent rugs
- Window treatments: Curtains, tier curtains, and curtain rods & hardware
- Decorative accents: Mirrors, picture frames, throw pillows, tapestries, and decorative objects
Are your products suitable for all home styles?
Our collections feature versatile designs that complement various decor styles from modern to traditional. Many of our lighting fixtures and decorative objects serve as statement pieces, while our textiles offer subtle ways to add texture and warmth to any room.
How do I care for my rug or textile purchase?
Care instructions vary by material. Most of our rugs can be spot cleaned with mild detergent, while some may require professional cleaning. We include specific care instructions with each textile purchase. For lighting fixtures, we recommend dusting regularly and using appropriate bulbs as specified.
Ordering & Account
How do I create an account?
During checkout, you’ll have the option to create an account by providing your email address and creating a password. Account holders enjoy faster checkout, order tracking, and personalized recommendations based on their decor preferences.
Can I modify or cancel my order after placement?
We process orders quickly to ensure prompt delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Shipping & Delivery
What are your shipping options?
We offer two convenient shipping methods:
- Standard Shipping ($12.95): Handled by DHL or FedEx, arriving in 10-15 business days after dispatch with full tracking
- Free Shipping (orders over $50): Handled by EMS, arriving in 15-25 business days after dispatch with basic tracking
Do you ship internationally?
Yes! We ship worldwide except to some Asian countries and remote areas due to carrier restrictions. If your location isn’t serviceable, you’ll be notified during checkout. Delivery times may vary slightly depending on customs processing in your country.
Can I track my order?
Absolutely. For standard shipping, you’ll receive detailed tracking updates via DHL or FedEx. For free shipping, you’ll receive basic tracking information from EMS. Tracking details are sent to your email once your order is dispatched from our warehouse at 1532 Fort Street, Wilton, US 58579.
What if my items arrive damaged?
We take great care in packaging your decor pieces, but if anything arrives damaged, please contact our customer service at [email protected] within 48 hours of delivery. Include photos of the damaged items and packaging, and we’ll promptly arrange for a replacement or refund.
Returns & Exchanges
What is your return policy?
We accept returns within 15 days of delivery. Items must be in original, unused condition with all tags and packaging intact. To initiate a return, please email us at [email protected] with your order number and reason for return. Once approved, we’ll provide return instructions.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or was incorrect due to our error. We recommend using a trackable shipping method as we can’t be responsible for items lost in return transit.
How long do refunds take to process?
Once we receive your return, please allow 5-7 business days for processing. Refunds will be issued to your original payment method. Depending on your financial institution, it may take additional time for the refund to appear on your statement.
Additional Questions
Do you offer gift wrapping?
Currently, we don’t offer gift wrapping services. However, all items are carefully packaged in protective materials to ensure they arrive in perfect condition, making them presentable as gifts.
Can I request a product that’s not on your website?
We’re always looking for beautiful new pieces to add to our collections. If you’re searching for something specific, feel free to email us at [email protected] with details about the item you’re seeking. While we can’t guarantee we’ll be able to source it, we appreciate your suggestions.
How do I contact customer service?
Our customer service team is available via email at [email protected]. We typically respond within 24-48 hours. For urgent matters regarding existing orders, please include your order number in the subject line.
Didn’t find the answer you were looking for? Our customer care team is always happy to help with any questions about our home decor collections or your shopping experience. Reach out to us at [email protected].
Thank you for choosing Northlight Store to help create your beautiful living spaces.