Terms & Conditions

1.Who we are

Lamp & Glow is an international house of handcrafted solid-wood lighting. The brand is operated by two affiliated companies, and the company you contract with depends on where your order is delivered:

• Orders delivered within Pakistan are sold by Lamp & Glow (Private) Limited, incorporated in Pakistan under the Companies Act 2017 (Corporate Unique Identification No. 0285916; National Tax No. G206402), Sahiwal, Punjab, Pakistan.
• Orders delivered outside Pakistan are sold by Pillarstone General Trading and Services FZ-LLC, a free-zone limited liability company licensed in the United Arab Emirates (Licence No. 7013904), Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates.

International payments are received and processed by Pillarstone General Trading and Services FZ-LLC; your card or PayPal statement may therefore show PILLARSTONE as the merchant. In these terms, “Lamp & Glow”, “we”, “us” and “our” refer to the company responsible for your order as set out above.

2.These terms

These terms govern your use of lampandglow.com and every purchase made through it. Our Shipping & Delivery, Returns & Exchanges, Warranty, Privacy and Cookie policies form part of these terms. The version published at the time you place your order is the version that applies to it.

3.Eligibility & your account

You must be at least 18 years old, and legally capable of entering a contract, to purchase from us. You are responsible for the accuracy of the information you provide and for keeping your account credentials confidential. We may refuse, suspend or close accounts used fraudulently, abusively or in breach of these terms.

4.Our pieces

Every Lamp & Glow piece is made by hand from solid wood. Grain, figure and tone vary from tree to tree and from piece to piece; small variations in shade, finish and dimension are the nature of the material and of handwork — they are marks of authenticity, not defects. Solid wood is also a living material: its colour may deepen gracefully with light and time.

We photograph our pieces faithfully, but screens differ; minor variation between an image and the piece you receive is normal. Where a listing states a specification — dimensions, wood species, fitting — that specification prevails over impressions taken from photography.

5.Orders & acceptance

Your order is an offer to purchase. A contract is formed when we confirm dispatch (or, for custom commissions, when we confirm your design and receive payment). We may decline or cancel an order — with a full refund of any amount paid — where an item is unavailable, a pricing or listing error has occurred, our payment or fraud checks are not satisfied, or the delivery details provided are incomplete or unserviceable.

Made-to-order pieces enter production after order confirmation; their production times are shown on the product page and in our Shipping & Delivery policy.

6.Pricing & currency

Prices within Pakistan are shown in Pakistani Rupees (PKR). International prices are shown in US Dollars or, where available, your local currency at checkout. Prices may change at any time, but changes never affect an order we have already confirmed.

Where a clear pricing error has occurred, we will contact you to reconfirm the order at the correct price or cancel it with a full refund — whichever you prefer.

7.Payment

International orders. We accept major debit and credit cards (Visa, Mastercard, American Express), processed securely by Stripe, and PayPal. Payments are received by Pillarstone General Trading and Services FZ-LLC, and your statement may read PILLARSTONE. For trade, wholesale and other high-value orders, payment by bank transfer can be arranged on request.

Orders within Pakistan. We accept debit and credit cards, processed securely by our banking partners (including Bank Alfalah and Stripe), direct bank transfer, and Cash on Delivery.

Cash on Delivery is available within Pakistan only. The full amount is collected at the door; we may confirm COD orders by call or message before dispatch, and we reserve the right to limit COD for addresses with repeated refused deliveries.

Your full card details are handled only by our PCI-DSS-certified payment processors and are never stored on our systems. To protect you and us, we may ask for reasonable verification before dispatching high-value orders.

8.Delivery

Delivery terms are set out in full in our Shipping & Delivery policy. In summary:

• Within Pakistan — standard delivery typically arrives within 3–5 working days of dispatch, depending on destination; express delivery within 1–3 working days of dispatch.
• International — standard delivery typically arrives within 12–15 business days, and up to 25 business days where customs inspection or peak season intervenes; express delivery, where selected and paid, typically arrives within 8–10 business days.
• Complimentary standard shipping applies to orders over Rs. 15,000 within Pakistan and over USD 400 internationally. Express delivery is always chargeable. Shipping for custom commissions, wholesale and commercial orders is quoted separately.

International carriers require an accurate email address, an active phone number and a complete delivery address; please check these carefully at checkout, as we cannot dispatch without them.

9.Customs, duties & taxes

International orders are cross-border shipments. They clear customs on export and again in the destination country; these inspections are a normal part of international carriage and are the principal reason delivery windows vary. We appreciate your patience when an inspection adds time.

Import duties, taxes and clearance charges levied by the destination country are the responsibility of the recipient and are not included in our prices unless expressly stated at checkout. For commercial, trade and bulk orders, all duties, taxes and clearance costs are borne by the buyer.

10.Returns & exchanges

Full terms are in our Returns & Exchanges policy. In summary:

• You may request a return within 14 days of delivery. Pieces must be unused, undamaged and in their original packaging.
• For change-of-mind returns, return shipping is paid by the customer and a 15% restocking fee applies — each piece is made by hand, in small numbers, and this fee reflects the care required to inspect, restore and re-home a returned piece.
• If a piece arrives damaged, or we have made an error, we make it right at no cost to you — see our Warranty.
• Refunds are issued within 10–14 days of the piece reaching our atelier, after inspection; international refunds then follow your bank’s standard processing times.
• Customised pieces — made or finished to your specification — are final sale. Signature editions are final sale, except where verified transit damage is reported under clause 10 of the Returns policy.
• We are always open to exchanges; where an exchange involves customisation work, that work is charged accordingly.

11.Custom commissions

A custom commission is a piece made, altered or finished specifically for you — a bespoke design, a modified dimension, a chosen colour or finish. Because it exists only for you, a commission cannot be returned, exchanged or resold once work has begun. We confirm every commission in writing — design, specification, price and production time — before work starts, and nothing proceeds without your confirmation.

12.Cancellations

Standard pieces may be cancelled free of charge at any time before dispatch. Custom commissions may be cancelled free of charge before work begins; once work has begun, a charge reflecting the work completed applies, which our team will confirm with you at the time.

13.Promotions & discount codes

Unless a promotion expressly states otherwise: one discount code may be used per order; codes cannot be combined with other codes, offers or store credit; codes carry no cash value and cannot be exchanged for cash; and codes apply only within their stated dates and conditions. Because our pieces are made by hand in small numbers, promotional availability may be limited.

We may amend or withdraw a promotion at any time (without affecting orders already confirmed), and we may cancel orders where a code has been used outside its terms, resold, or obtained through abuse.

14.Gift cards

Gift cards are delivered digitally by email. A printed card can be arranged on request; printing and shipping are charged at cost. Gift cards are redeemable against products only; they are non-refundable, cannot be exchanged or redeemed for cash, and any unused balance remains on the card for future orders. Please treat a gift card like cash — we will always try to help, but we cannot guarantee replacement of lost or stolen cards.

15.Warranty & repairs

Every piece carries our lifetime guarantee on the solid wood and craftsmanship, and a one-year warranty on electrical components. Repair work under warranty is carried out free of charge; you pay only the shipping to our atelier. Full terms, and what is not covered, are in our Warranty policy.

16.Trade, wholesale & corporate

We work with interior designers, architects, hotels and hospitality projects, retailers and corporate clients. Pricing is on application. Wholesale consideration typically begins at 100 pieces; for higher-value pieces, orders from 30 pieces may be considered. Applications are made through our Trade page, and separate written terms may apply to trade accounts. See also Wholesale and Corporate Gifting.

17.Collaborations

We collaborate with creators through an application made on our Collaborations page. Collaborations ordinarily include a reel collaboration, story and feed post across Instagram, Facebook and TikTok; creators unable to offer a reel collaboration may be considered where their audience exceeds one million followers, with a proposed product list submitted for review. Selection is at our discretion; approved creators are notified by email, and our team coordinates everything once the piece is received.

Collaboration content must comply with the disclosure rules of the creator’s jurisdiction and platform (for example, clearly marking gifted or paid partnerships). By taking part, creators grant us a non-exclusive licence to feature their collaboration content on our channels and site, always with credit. A gifted piece is never payment for a particular opinion — we ask only for honesty.

18.Intellectual property

Everything on this site — our designs, photography, films, text and marks — belongs to Lamp & Glow or its licensors. Our pieces are original works of design; reproduction or imitation of them, or commercial use of any site content without our written permission, is prohibited.

19.Acceptable use

You agree not to use the site unlawfully; to interfere with its operation or security; to scrape, harvest or copy its content or data at scale; or to misrepresent your identity in dealings with us.

20.Our liability

Nothing in these terms excludes or limits liability that cannot lawfully be excluded — including for death or personal injury caused by negligence, for fraud, or under mandatory consumer protection law of your country of residence. Subject to that, our total liability arising from an order is limited to the amount you paid for that order, and we are not liable for indirect or consequential losses.

21.Events beyond our control

We are not responsible for delay or failure caused by events beyond our reasonable control — including customs interventions, carrier disruption, extreme weather, or acts of authorities. Where such an event occurs, we will tell you and complete your order as soon as reasonably possible.

22.Governing law & disputes

Orders delivered within Pakistan are governed by the laws of Pakistan, and its courts have jurisdiction. International orders are governed by the laws of the United Arab Emirates as applied in the Emirate of Ras Al Khaimah, whose courts have jurisdiction — without depriving you of mandatory consumer protections of your country of residence.

Before anything formal: talk to us. Nearly every concern is resolved with a message to support@lampandglow.com.

23.Changes to these terms

We may update these terms from time to time. The date at the top of this page shows the current version; changes apply to orders placed after they are published.

24.Contact

Lamp & Glow Client Care
Email: support@lampandglow.com
Phone / WhatsApp: +92 302 0521000

Pillarstone General Trading and Services FZ-LLC — Compass Building, Al Shohada Road, Al Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates.
Lamp & Glow (Private) Limited — Sahiwal, Punjab, Pakistan.