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The whole process is entirely handmade of pure. * Products can be customized.
The whole process is entirely handmade of pure. * Products can be customized.
FAQS FAQS
Can we choose different color and size?
This chandelier can also be customized if you would like it a different size or in your choice of colors.
How am I custom-built chandelier?
From design concept discuss →drawing confirmed →sample confirmed →production start → trial installation, we concentrate on each process and details.
Can Discount Codes Be Used On Sale Products Or During Promotional Periods?
Discount codes are not valid on already reduced items and during sale periods.
Can I Apply My 10% Discount Code After My Order Is Processed?
If your 10% off discount does not apply at checkout, or if you forget to apply it- unfortunately we are unable to rectify this once the order has been placed. This includes adding the code once the order is lodged, or refunding for the amount of the discount. If you are having trouble with your discount code, please email one of our friendly lords at thuella@outlook.com with the issue (before checkout) and they will help you out!
Do you offer free shipping?
We do! Thuella.com offers free International shipping on orders over $249. All other shipping options will be quoted at checkout. *To guarantee a safe delivery in certain countries, we must ship your order using a ship method with full detailed tracking. Unfortunately, free standard shipping isn’t an option for all locations. Shipping costs to non-eligible free shipping countries will quoted during checkout.
I received a damaged item？
You can send an e-mail to thuella@outlook.com with your order number. Please note our team processes orders as quickly as possible so to reach out right away.
*Please note due to COVID, average delivery time to EU/UK is 15 business days
How Do I Track My Package?
You will receive a shipping confirmation from us when your order has been dispatched from our warehouse, and a second email with your Tracking Number once the package has been processed with the Courier Company.
If you have received notification from the courier company that your order has been delivered but you have not received it, we recommend first calling them directly to investigate further.
Do I Have To Pay Duty Charges Or Import Tax On International Orders?
Please be aware of any fees your local customs office may charge before placing your order. As the payment and knowledge of taxes/duties that may apply to your purchase are your responsibility and Thuella cannot be held responsible for any charges.
If you choose not to pay duties on import and your parcel is returned to us, you will not be issued with a refund when the parcel is received – You will be issued with a credit note for the value of the products purchased only, less any shipping paid and an additional $10 will be deducted to cover return shipping costs.
Can I Return An Item?
Please see our Returns page.
Have You Received My Return?
Although our orders go out quickly, it can take up to 14 days for returns to arrive at our warehouse depending on the service you use.
Once we have received your return, we will process it within two business days. You will be notified via email when your return has been received and your store credit or refund has been issued. Please note; we receive many returns each week, so be sure to keep your tracking- without this we have no way of seeing if a parcel has reached our warehouse until it is processed. If you can see your return has been delivered and not processed, please email thuella@outlook.com with your tracking number so we can look into it further.
Please note our business hours are Monday to Friday, 9AM-6PM AEDT.
Do You Restock Items That Have Sold Out?
While our core range of premium classics are restocked each season, Thuella is constantly evolving. We are always looking for new ways to improve sustainability and quality, therefore no two seasons are the same.
However, signing up to our restock notification helps us know what particular styles you are loving. Select the size of the sold-out size of the product you are after, enter your email and you will be the first to know if and when it comes back into stock.
The best way to keep up to date with all our new styles is to join our mailing list - you can do so at the bottom of this page.
Where Are Your Products Made?
Our products are designed and produced in Italy, manufactured by our mates in China.
We visit our factories six times PLUS
What Payment Methods Do You Accept?
We accept payment via Credit Card, Paypal, 2Checkout. All orders are charged in USD upon checkout.
This chandelier can also be customized if you would like it a different size or in your choice of colors.
How am I custom-built chandelier?
From design concept discuss →drawing confirmed →sample confirmed →production start → trial installation, we concentrate on each process and details.
Can Discount Codes Be Used On Sale Products Or During Promotional Periods?
Discount codes are not valid on already reduced items and during sale periods.
Can I Apply My 10% Discount Code After My Order Is Processed?
If your 10% off discount does not apply at checkout, or if you forget to apply it- unfortunately we are unable to rectify this once the order has been placed. This includes adding the code once the order is lodged, or refunding for the amount of the discount. If you are having trouble with your discount code, please email one of our friendly lords at thuella@outlook.com with the issue (before checkout) and they will help you out!
Do you offer free shipping?
We do! Thuella.com offers free International shipping on orders over $249. All other shipping options will be quoted at checkout. *To guarantee a safe delivery in certain countries, we must ship your order using a ship method with full detailed tracking. Unfortunately, free standard shipping isn’t an option for all locations. Shipping costs to non-eligible free shipping countries will quoted during checkout.
I received a damaged item？
You can send an e-mail to thuella@outlook.com with your order number. Please note our team processes orders as quickly as possible so to reach out right away.
*Please note due to COVID, average delivery time to EU/UK is 15 business days
How Do I Track My Package?
You will receive a shipping confirmation from us when your order has been dispatched from our warehouse, and a second email with your Tracking Number once the package has been processed with the Courier Company.
If you have received notification from the courier company that your order has been delivered but you have not received it, we recommend first calling them directly to investigate further.
Do I Have To Pay Duty Charges Or Import Tax On International Orders?
Please be aware of any fees your local customs office may charge before placing your order. As the payment and knowledge of taxes/duties that may apply to your purchase are your responsibility and Thuella cannot be held responsible for any charges.
If you choose not to pay duties on import and your parcel is returned to us, you will not be issued with a refund when the parcel is received – You will be issued with a credit note for the value of the products purchased only, less any shipping paid and an additional $10 will be deducted to cover return shipping costs.
Can I Return An Item?
Please see our Returns page.
Have You Received My Return?
Although our orders go out quickly, it can take up to 14 days for returns to arrive at our warehouse depending on the service you use.
Once we have received your return, we will process it within two business days. You will be notified via email when your return has been received and your store credit or refund has been issued. Please note; we receive many returns each week, so be sure to keep your tracking- without this we have no way of seeing if a parcel has reached our warehouse until it is processed. If you can see your return has been delivered and not processed, please email thuella@outlook.com with your tracking number so we can look into it further.
Please note our business hours are Monday to Friday, 9AM-6PM AEDT.
Do You Restock Items That Have Sold Out?
While our core range of premium classics are restocked each season, Thuella is constantly evolving. We are always looking for new ways to improve sustainability and quality, therefore no two seasons are the same.
However, signing up to our restock notification helps us know what particular styles you are loving. Select the size of the sold-out size of the product you are after, enter your email and you will be the first to know if and when it comes back into stock.
The best way to keep up to date with all our new styles is to join our mailing list - you can do so at the bottom of this page.
Where Are Your Products Made?
Our products are designed and produced in Italy, manufactured by our mates in China.
We visit our factories six times PLUS
What Payment Methods Do You Accept?
We accept payment via Credit Card, Paypal, 2Checkout. All orders are charged in USD upon checkout.
Can we choose different color and size?
This chandelier can also be customized if you would like it a different size or in your choice of colors.
How am I custom-built chandelier?
From design concept discuss →drawing confirmed →sample confirmed →production start → trial installation, we concentrate on each process and details.
Can Discount Codes Be Used On Sale Products Or During Promotional Periods?
Discount codes are not valid on already reduced items and during sale periods.
Can I Apply My 10% Discount Code After My Order Is Processed?
If your 10% off discount does not apply at checkout, or if you forget to apply it- unfortunately we are unable to rectify this once the order has been placed. This includes adding the code once the order is lodged, or refunding for the amount of the discount. If you are having trouble with your discount code, please email one of our friendly lords at thuella@outlook.com with the issue (before checkout) and they will help you out!
Do you offer free shipping?
We do! Thuella.com offers free International shipping on orders over $249. All other shipping options will be quoted at checkout. *To guarantee a safe delivery in certain countries, we must ship your order using a ship method with full detailed tracking. Unfortunately, free standard shipping isn’t an option for all locations. Shipping costs to non-eligible free shipping countries will quoted during checkout.
I received a damaged item？
You can send an e-mail to thuella@outlook.com with your order number. Please note our team processes orders as quickly as possible so to reach out right away.
*Please note due to COVID, average delivery time to EU/UK is 15 business days
How Do I Track My Package?
You will receive a shipping confirmation from us when your order has been dispatched from our warehouse, and a second email with your Tracking Number once the package has been processed with the Courier Company.
If you have received notification from the courier company that your order has been delivered but you have not received it, we recommend first calling them directly to investigate further.
Do I Have To Pay Duty Charges Or Import Tax On International Orders?
Please be aware of any fees your local customs office may charge before placing your order. As the payment and knowledge of taxes/duties that may apply to your purchase are your responsibility and Thuella cannot be held responsible for any charges.
If you choose not to pay duties on import and your parcel is returned to us, you will not be issued with a refund when the parcel is received – You will be issued with a credit note for the value of the products purchased only, less any shipping paid and an additional $10 will be deducted to cover return shipping costs.
Can I Return An Item?
Please see our Returns page.
Have You Received My Return?
Although our orders go out quickly, it can take up to 14 days for returns to arrive at our warehouse depending on the service you use.
Once we have received your return, we will process it within two business days. You will be notified via email when your return has been received and your store credit or refund has been issued. Please note; we receive many returns each week, so be sure to keep your tracking- without this we have no way of seeing if a parcel has reached our warehouse until it is processed. If you can see your return has been delivered and not processed, please email thuella@outlook.com with your tracking number so we can look into it further.
Please note our business hours are Monday to Friday, 9AM-6PM AEDT.
Do You Restock Items That Have Sold Out?
While our core range of premium classics are restocked each season, Thuella is constantly evolving. We are always looking for new ways to improve sustainability and quality, therefore no two seasons are the same.
However, signing up to our restock notification helps us know what particular styles you are loving. Select the size of the sold-out size of the product you are after, enter your email and you will be the first to know if and when it comes back into stock.
The best way to keep up to date with all our new styles is to join our mailing list - you can do so at the bottom of this page.
Where Are Your Products Made?
Our products are designed and produced in Italy, manufactured by our mates in China.
We visit our factories six times PLUS
What Payment Methods Do You Accept?
We accept payment via Credit Card, Paypal, 2Checkout. All orders are charged in USD upon checkout.
This chandelier can also be customized if you would like it a different size or in your choice of colors.
How am I custom-built chandelier?
From design concept discuss →drawing confirmed →sample confirmed →production start → trial installation, we concentrate on each process and details.
Can Discount Codes Be Used On Sale Products Or During Promotional Periods?
Discount codes are not valid on already reduced items and during sale periods.
Can I Apply My 10% Discount Code After My Order Is Processed?
If your 10% off discount does not apply at checkout, or if you forget to apply it- unfortunately we are unable to rectify this once the order has been placed. This includes adding the code once the order is lodged, or refunding for the amount of the discount. If you are having trouble with your discount code, please email one of our friendly lords at thuella@outlook.com with the issue (before checkout) and they will help you out!
Do you offer free shipping?
We do! Thuella.com offers free International shipping on orders over $249. All other shipping options will be quoted at checkout. *To guarantee a safe delivery in certain countries, we must ship your order using a ship method with full detailed tracking. Unfortunately, free standard shipping isn’t an option for all locations. Shipping costs to non-eligible free shipping countries will quoted during checkout.
I received a damaged item？
You can send an e-mail to thuella@outlook.com with your order number. Please note our team processes orders as quickly as possible so to reach out right away.
*Please note due to COVID, average delivery time to EU/UK is 15 business days
How Do I Track My Package?
You will receive a shipping confirmation from us when your order has been dispatched from our warehouse, and a second email with your Tracking Number once the package has been processed with the Courier Company.
If you have received notification from the courier company that your order has been delivered but you have not received it, we recommend first calling them directly to investigate further.
Do I Have To Pay Duty Charges Or Import Tax On International Orders?
Please be aware of any fees your local customs office may charge before placing your order. As the payment and knowledge of taxes/duties that may apply to your purchase are your responsibility and Thuella cannot be held responsible for any charges.
If you choose not to pay duties on import and your parcel is returned to us, you will not be issued with a refund when the parcel is received – You will be issued with a credit note for the value of the products purchased only, less any shipping paid and an additional $10 will be deducted to cover return shipping costs.
Can I Return An Item?
Please see our Returns page.
Have You Received My Return?
Although our orders go out quickly, it can take up to 14 days for returns to arrive at our warehouse depending on the service you use.
Once we have received your return, we will process it within two business days. You will be notified via email when your return has been received and your store credit or refund has been issued. Please note; we receive many returns each week, so be sure to keep your tracking- without this we have no way of seeing if a parcel has reached our warehouse until it is processed. If you can see your return has been delivered and not processed, please email thuella@outlook.com with your tracking number so we can look into it further.
Please note our business hours are Monday to Friday, 9AM-6PM AEDT.
Do You Restock Items That Have Sold Out?
While our core range of premium classics are restocked each season, Thuella is constantly evolving. We are always looking for new ways to improve sustainability and quality, therefore no two seasons are the same.
However, signing up to our restock notification helps us know what particular styles you are loving. Select the size of the sold-out size of the product you are after, enter your email and you will be the first to know if and when it comes back into stock.
The best way to keep up to date with all our new styles is to join our mailing list - you can do so at the bottom of this page.
Where Are Your Products Made?
Our products are designed and produced in Italy, manufactured by our mates in China.
We visit our factories six times PLUS
What Payment Methods Do You Accept?
We accept payment via Credit Card, Paypal, 2Checkout. All orders are charged in USD upon checkout.
