How do you ensure my ceramic lights arrive safely?

Every Naaya piece is packed with artisan care. However, if any item is damaged during transit, we provide a full replacement of the lamp and all fittings.

• Action: Simply share photos of the damage within 7 days of delivery.

• Sustainability Note: No need to ship broken pieces back to us; we aim to minimize our carbon footprint.

Are there hidden customs or import fees?

Shop with peace of mind. All customs duties and import taxes are pre-paid by Naaya Studio. The price you see at checkout is final; there are no additional charges upon delivery.

What if my tracking shows "Delivered" but I haven't received my item?

For larger orders, we often ship in multiple packages to ensure safety. Please check the entire box/shipment, as items may be nested. If a part of your order is missing, contact us, we will provide specific tracking for each individual box.

Can I cancel my order? 

To maintain our sustainable production flow, cancellations are accepted within 24 hours of order placement. Once the artisanal crafting process begins after 24 hours, we are unable to cancel the order.

After 24 Hours:

• 24–48 hours after purchase → 10% cancellation fee

• Beyond 48 hours until dispatch → 25% cancellation fee

After Dispatch: Orders cannot be cancelled once shipped.

Can I change my shipping address?

Address changes can be made within 72 hours of placing the order. Once an item has been dispatched via DHL, we cannot redirect the package.

What is your return policy?

We accept returns on standard, unused items in their original packaging within 7 days of delivery.

• Exclusions: Due to their bespoke nature, we cannot accept returns or exchanges on:

1. Customized lighting orders.

2. Large-scale pieces (15.5" size and above).

3. Color Mismatch Claims (as natural clay and screen displays vary).

4. Items marked “Final Sale,” “Seconds,” or purchased during promotions

5. Products sold under a prior “No Return” agreement
   

• Process: Return shipping costs are the responsibility of the buyer. Refunds are issued once the item is inspected and confirmed in its original condition, minus original shipping/taxes.

What happens if I (or my handyman) accidentally break a lamp during installation?

We understand that accidents happen during home transformations. We offer a one-time free replacement of the lamp and fittings.

• Note: The buyer is responsible for the shipping cost of the replacement, and refunds are not applicable for installation accidents.

Are Naaya Studio fixtures UL Listed?

Yes. Our fixtures are UL Listed as specified in the individual product listings, ensuring they meet rigorous safety standards for your home or commercial project.

Why does the color of my lamp look different than the website?

Each Naaya lamp is an individual work of art, handcrafted from natural clay. Minor variations in texture and hue are the soul of ceramic craft. Because screen calibrations vary, we recommend purchasing Physical Color Swatches if your project requires exact color matching.

Do the lamps come with a warranty? 

Every fixture is backed by a 1-year full replacement warranty. This covers all electrical components, paint finishes, and manufacturing defects from the date your light arrives.

I. Care & Maintenance

Our handcrafted ceramic fixtures are designed to age gracefully. Following these simple steps will preserve their natural beauty for years.

• Routine Cleaning: A simple, regular dusting with a dry or slightly damp white cloth is usually sufficient to keep fixtures clean.
  

• The "Wipe-Dry-Repeat" Formula: For stains on matte or bisque surfaces, use mild soapy water and a clean white cloth. Clean gradually in steps: wipe, let dry, and repeat if necessary until the stain is gone.
  

• Surface Protection:

1. ⚠️ Important: Never use sticky tapes on any lamp surface - matte, bisque, or painted - as they can permanently damage the finish.

2. Avoid aggressive scrubbing, abrasive cleaners, or harsh chemicals.

3. Avoid touching fixtures with greasy or oily hands, as this can leave permanent marks.
   

• Material Characteristics: It is normal for clay to appear darker when wet; it will return to its original color once fully dry. For cold-finished pieces, avoid prolonged direct sunlight to preserve the finish.
  

II. Professional Installation

To ensure safety and longevity, all Naaya Studio fixtures must be installed by a licensed, qualified electrician.

• Structural Support: Ceramic fixtures are heavier than standard lights. They must be secured properly into wooden beams (studs) or the junction box—never fixed to plasterboard or false ceilings without reinforcement.
  

• Installer Caution: Remind your installer not to use tape on the lamp for markings. Keep the protective wrapper on the lamp until the final installation is complete for added protection.
  

• Hanging Guidelines:

1. Dining/Islands: Aim for 30 to 36 inches above the tabletop or island.

2. Open Areas: Keep the lowest point at least 7 feet from the floor to allow for clear movement.

3. Kitchen Islands: A good rule of thumb is one pendant for every 2.5 to 3 feet of island length.
   

III. Technical Specifications & Customization

Are your lights dimmable?

Yes. All Naaya Studio pendants and ceiling lights feature sockets compatible with dimmable bulbs, giving you full control over the ambiance.

Which bulbs are best for ceramic fixtures?

We suggest warm-toned LED bulbs (2700K–3000K) for optimal comfort, energy efficiency, and a long life.

Can I hang a cluster of lights from a single point?

Yes. For multiple pendants, you can use a Multi-port canopy plate system to power several lights from a single ceiling outlet. Otherwise, plan for one stable outlet per individual piece. You can go with a round, linear or square multiport wooden canopy, which also works in a vaulted ceiling with a floating wooden multiport canopy.

Do you support sloped, vaulted, or low ceilings?

• Sloped/Vaulted: We offer specialized fittings to ensure pendants and chandeliers hang perfectly vertical on angled ceilings.

• Low Ceilings: Our flush mount designs are specifically made for standard or low ceilings to ensure safe clearance.
  

Are the cords adjustable?

Yes, our pendant cords are designed to be adjustable during installation, allowing you to customize the drop length for your specific space.