Frequently asked questions

Everything people ask us before and after they order, in one place. If your question isn't here, write to us: a real person answers.

Ordering and delivery

Where do you ship?

Anywhere in the United States, Alaska and Hawaii included. We don't ship outside the US for now.

How much is shipping?

Orders of $450 or more ship free, anywhere in the US. Below that, shipping is charged per piece and depends on your state: $10.95 to $15.95 for a pendant or a vase, and $15.95 to $27.95 for a floor lamp, the West Coast being the cheapest. You see the exact amount at checkout before you pay, and nothing is added afterwards.

When will my order arrive?

It leaves our US warehouse within 2 to 3 business days. The carrier then usually takes another 3 to 7 business days, depending on your address. You get a tracking number by email as soon as it ships.

Will I pay customs or import fees?

No. Your parcel ships from inside the United States, so there is no customs clearance and nothing to pay on delivery. Sales tax, where your state applies it, is shown at checkout.

How can I pay?

Visa, Mastercard, American Express, Discover and other major cards, as well as Apple Pay, Google Pay and Shop Pay. Payment is handled by Shopify's encrypted checkout; we never see your card number.

Can I change or cancel my order?

Email us as soon as you can. If the parcel hasn't left the warehouse, we change or cancel it and refund you in full the same day.

Returns

What if I change my mind?

You have 90 days from delivery to send a piece back, and we pay the return shipping. Email us your order number, we reply with a prepaid label, and we refund you within 5 to 10 business days of the parcel reaching us. The piece needs to come back unused, in its original box.

Can I return just one piece of a set?

Yes. The set price only applies to the full set, so we refund what you paid minus the normal price of the pieces you keep. For example, if you send back the vase from the $771.30 three-piece set and keep the floor lamp and the pendant ($668 on their own), your refund is $103.30.

What if it arrives damaged?

Don't send it back. Email us a photo of the piece and of the box within 14 days of delivery, and we'll send a replacement or refund you in full, whichever you prefer.

The pieces

Will mine look exactly like the photos?

Very close, but never identical, and that is the point. Each piece is woven by hand, so the curve of the shade and the rhythm of the weave come out slightly different every time. Bamboo is a plant, and its colour shifts a little from one harvest to the next, a touch lighter or a touch deeper; it also mellows gently over the years. Screens show colours differently, too.

What you receive is a piece of its own, not a copy of the one in the pictures. If it isn't what you hoped for, you have 90 days to send it back, and the return is on us.

What bulbs do the lamps take?

Both the floor lamp and the pendant take a standard E26 bulb, the one in almost every American lamp. Bulbs aren't included with either. We recommend a 2700K warm white LED: it gives the bamboo its honey glow and stays cool. A clear bulb draws a sharper pattern on the walls than a frosted one. See our care guide.

Is the floor lamp hard to put together?

No. It ships flat and assembles in about five minutes without tools: three legs, one collar, then the shade. It plugs into any outlet and switches on and off from the cord.

Can I install the pendant myself?

The pendant is hardwired: it replaces an existing ceiling fixture on its electrical box. If you're comfortable swapping a light fixture, it's a short job. If not, or if you need a new ceiling point, call a licensed electrician. Renting? The floor lamp gives the same light with nothing to install.

Is the pendant too big for my room?

At 31.5 in across, it's a statement piece. It sits best over a dining table at least 48 in long or round, or centred in a living room. Our size and placement guide gives the heights to hang it at.

Can the vase hold fresh flowers?

Yes. The water goes in the glass liner, which lifts out to rinse. The bamboo itself stays dry.

How do I clean them?

A dry, soft brush, or a vacuum on low with a brush head. Never water on the bamboo. The full routine is in our care guide.

The three-piece set

What's in the set?

The floor lamp, the pendant light and the vase, woven from the same bamboo in the same honey tone. Bought together, every piece is 10% off: $771.30 instead of $857, with free shipping and three gifts. See the set.

Does the set arrive all at once?

Yes. The pieces of a set leave the warehouse together and arrive together. If one of them is ever out of stock when you order, we send the others straight away and the missing piece follows as soon as it's back, with its own tracking number. You don't pay shipping twice.