Frequently Asked Questions

Frequently Asked Questions

Why should I subscribe?

Subscribing to has a lot of benefits. - It records your information for quick and easy ordering. - You can take advantage of the special opportunities offered by us. - You can be informed about our events. - You can check your order history. - You can save all your shipping address information.


Can my order be directed to an address that I have chosen?

We can direct your order to an address that you have chosen. Like business, family, friends or neighbors addresses. Please specify the delivery address while you are completing your order. Your order will be delivered to your billing address unless an alternate address is specified.  We regret to inform you that we DO NOT deliver to PO BOXES.


Are my credit card details safe?

The security of your information is very important to us. You can safely make your payment as a user of MosaicLampMarket virtual store. In general, you can visit our website without leaving any personal data. However, the situations for which we request some details about your personal information are as follows: All your personal data is encrypted and transmitted over the Internet before you turn off your computer. online store uses SSL certificate called Secure Socket Layer with 128 bit encryption to securely encrypt all your information. Your coded information containing your order, name, address, credit card account details can not be viewed by others. If you are using a different window, and your browser does not always display a message showing the SSL connection, you may not be able to view the encryption on each window. However, you can select Show source code by right-clicking on the mouse to see the secure transfer of your information during the checkout phase.

- Please do not share your password and account details with others to prevent unauthorized access to your account and to ensure that your personal information is safe.

- Please do not give your customer service department your entire card number in relation to possible problems you may experience with payment processing. You only need to submit your order number or you can get detailed information from the customer service of your bank.


Shipping & Delivery & Guarantee

Where are you based? Where are you shipping from?

We are based in Istanbul/Turkey and we are shipping from Turkey using expedited/ express shipping servies. We ship FREE to most major countries.


Which courier you are using?

Most of the time we use DHL. For some countries we use UPS.


How long will it take for me to get my order?

We ship most orders within 2 business days. Packages are delivered within 1-3 business days after shipment. You will be given a shipment confirmation e-mailk with a tracking number and you will be able to track your package. Please contact us if you do not receive your order within 1 week.


Do you ship to my country?

We ship to North America & The UK & Europe. You can contact us at [email protected] for inquiries about shipping to your country. Will I have to pay VAT or DUTY? For The USA, The UK and Canada you will not pay VAT or DUTY. For EU and other countries, you may have to pay DUTY.


What should I do if my order arrives DAMAGED?

We control & test every item before sending out. But rarely, couriers do not handle packages as they should. So a damage or breakage might occur during transit. That damage might be about a piece or some pieces. We send replacements immediately after you contact us with the photos of the damaged items. Of course, we send the replacements free of any charge and again by EXPRESS shipping.
Please contact : [email protected]


What should I do if the box is damaged?

Please open the box and check the contents. Most of the time, even the box is damaged, items in the box are undamaged. Please let us know if anything inside the box is damaged to get a FREE replacement. Please contact : [email protected]


Do you offer a guarantee?

We offer 6 months replacement guarantee starting on delivery. Please note this is not a returns guarantee. Return requests should be opened within 30 days of the delivery date.



Do you offer replacement/different color globes for the lamp I bought?

YES. You can buy different design/color replacement globes for your lamp and change the color & atmosphere of your room from time to time. 


Will my lamp work in my country?

Yes. We send the required sockets and plugs for your country’s electrical requirements. For example : We send the lamps with 2 pin US Plug and E12 Base Candelabra Sockets to The US.


Do you send bulbs with my lamp?

Unfortuantely we do not send bulbs with the lamps. In Turkey, we use 220V E14 bulbs so they are not compatible with the North American sockets. You will need to buy E12 base candelabra bulbs in US and Canada and E14 base bulbs for The UK and EU.


What happens if I broke a globe?

We offer replacement globes on our site which is also sent by FREE Express Shipping.


Can I contact you for order customization like making the chains of the hanging lights shorter/longer?

Yes. We make small height changes for FREE while big changes can be made with an extra fee.


Do you make customized globes for my liking?

No. We do not make design or color changes per customer customization but we are confident that you will be able to find the globe/globes per your liking on our site. 



Returns & Refunds

What is your return policy?

All items can be returned within 30 days of the purchase date. For the faulty/broken etc. claims we may ask for additional information (e.g. photos). We may want you to discard or donate the item if the shipping costs are expensive from your country.