Customer Service & Support

French Market continues to monitor the latest reports from the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO) regarding ongoing concerns about the coronavirus COVID-19 as we transition into the new year.

We’d like to address a few questions we have received regarding customer orders.

• Delayed Shipments - Work restrictions may continue to affect shipments to and from our warehouse/vendor warehouses to impacted areas. Please reach out to our Customer Service Team at customerservice@frenchmarketlanterns.com, via chat on our site, by phone at 866-393-3881, if you are experiencing delays or have questions about the status of an order.
• Delivery Partners - We are in close communication with our manufacturer, freight and parcel delivery partners, which are all adhering to the guidelines from government authorities related to the containment of COVID-19. We will inform you of any relevant changes or possible delays to delivery procedures in accordance with CDC guidelines. Upon request, our Customer Service Team can provide you with alternative options for delivery.

We update our site often to reflect the most accurate stock and estimated shipping timeframes. Changes to an estimated shipping time frame attributed to a delay in production may occur and are subject to change. We will notify you of any changes to the item(s) in your order and ship any available items. Once an order is created, it is sent to the manufacturer. Cancellations cannot be processed once the manufacturer has confirmed the order.

All orders are subject to UPS Ground quoted rates based on weight and the shipping destination. Free Shipping is provided for orders of $1,000 or more,  excluding Hawaii, Alaska, and Puerto Rico.

All of our items ship from within the United States. Prices are shown in U.S. dollars. We cannot ship to Canada or International destinations at this time. If you are based on Canada and wish to ship to to a US delivery address, please confirm with our Customer Service Team via email.

Please check all packages upon receipt for defect and/or shipping damage (even if you do not plan on installing it immediately). If you sign for delivery and accept a shipment, we cannot be held responsible for damaged products. French Market Lanterns guarantees all products against manufacturer defects for 1 year from the date of delivery. We guarantee all products against shipping damage or items shipped in error for one week from the date of delivery.

French Market Lanterns cannot be held responsible for damage received during shipment if a claim is not made within 5 business days of receipt. In the event that you receive the wrong product, a defective product, or a product that has been damaged during shipment, please contact us by phone 1-866-393-3881 or e-mail customerservice@frenchmarketlanterns.com to request a Return Goods Authorization Number (RGA) and arrange for return shipment.

French Market Lanterns will pay all return shipping costs and ship an identical replacement to you at no extra charge. Please retain all packaging material for return shipment or freight carrier inspection.

If you are not satisfied for whatever reason with your lamp or lighting product(s), and it is not damaged or defective, please contact us by phone (1-866-905-4448) or e-mail customerservice@frenchmarketlanterns.com within 30 days of delivery to request a Return Goods Authorization Number (RGA) and a return shipping address. Please note that all items must be returned in their original packaging and in 100% sellable condition for credit to be issued. Credit will be issued for the full price of the product(s) minus a 25% restocking fee. (Shipping costs are not refundable) The customer is responsible for all return shipping charges. While we do not recommend a specific carrier for returns, we do recommend that you use a carrier that will provide you with a tracking number. French Market Lanterns will not be responsible for any returned items that have been lost in shipment. 

We do not accept returns on any Special or Custom Order items or products installed. Special order items include, but are not limited to, products with additional cost finishes such as black or bronze, modified brackets or mounts, and extra cost glass. Orders with Quantities of 6 or more items are also not returnable. All motor freight, expedited shipping charges, and extra shipping charges to Alaska, Hawaii, or Puerto Rico are non-refundable.

French Market Lanterns does not accept the return of any item that has been installed or modified in any way.