FAQ
What is the availability of your products?
The average lead times vary from product to product, please kindly check the current lead times on our webshop or get in touch with our sales team on sales@kaialighting.com
Where are your products dispatched from?
All our products are dispatched from our German Workshop.
How do I buy replacement light bulbs?
Most of our lighting fixtures use either a s14d or s14s light bulb. These are available from a variety of online bulb suppliers or electrical wholesalers. These can also be purchased directly from us. Visit the lamps section under shop on our website. Please note, some of our products work with an integrated LED. If you have any questions on this, please contact our team on sales@kaialighting.com
When will my online order ship?
All orders will ship within the indicated lead time, unless stated otherwise on the website, on our Order Confirmation or by email.
If you require an update about the production status of your order or if you would like to amend delivery/contact information, please contact us o
sales@kaialighting.com
Do you accept returns?
BtoC - Retail Purchases
You have the right to cancel or exchange your order if you change your mind on your purchase. You must notify us within 14 days of receiving your order on sales@kaialighting.com . You must cover the cost of returning the goods to us (unless goods were defective on delivery)
Goods must be returned in a resalable condition in original packaging. All refunds due to you will be made using the same method of payment for the goods.
Goods returned after the change of mind 14-day cooling period will be issued with a partial, or full refund or a credit note at our discretion only and upon inspection of the returned goods.
BtoB - Trade Purchases
We will only accept returns at our discretion. Prior arrangement of returns must be confirmed by us in writing and subject to the goods being returned within 14 days. The Goods must be returned in a resalable condition in original packaging. Return delivery charge must be made paid (unless goods were defective on delivery) A 40% restocking charge will also be applied. We do not accept return of any customized products, light bulbs or dimming components. We must be notified of any defective products within 3 days of delivery. On inspection, we will either replace the goods free of charge, or offer a refund or credit.
Please refer to our Terms & conditions for more info on this.
How does Brexit affect UK purchases?
Kaia Ltd will deal with customs clearance on your behalf. All purchases made in the UK and delivered to a UK address will be charged VAT on their order.
Can I see the products in person before purchasing?
Our London showroom is open on weekdays on a by-appointment basis. Please contact us on sales@kaialighting.com to book a date. Otherwise, please kindly search on the retailer section for an authorized KAIA dealer in your area.
Do you offer customized lighting solutions?
We are happy to discuss your individual needs, for any customizations please get in touch with sales@kaialighting.com
How do I clean my fixture?
OILED AND WAXED BRASS FINISH
If you have ordered your KAIA lighting fixture in an oiled and waxed brass finish this means that your fixture is unlacquered and “living”, it continues to patinate and change in time, an effect desired by most of our clients. The patination process does not compromise the structure and quality of the metal. In particular with maritime sea and high humidity climate, the patination, aging process of the brass is accelerated. We strongly advise to use the supplied white cotton gloves for mounting in order to avoid unremovable fingerprints which are often discernible as darkened disfiguring marks on the surface. For the cleaning of the unlacquered brass finish we recommend applying a clean dry cotton jersey cloth and gently buff. You can also use the “Renaissance” wax to remove finger and the oxidation marks if wished. Please follow the instructions provided by the manufacturer of the polish.
Unlacquered brass products will need to be regularly polished from the time of purchase. Soaps, acidic fluids, and astringent cleaners can damage the finish. Avoid using abrasive pads, sponges, or cloths to clean the product. Do not allow water spots to dry on the fixture.
PATINATED BRASS FINISH
(DARK BRONZE FINISH)
Extreme care should be taken when buffing our patinated brass finish to avoid removing the patina. Only clean with a clean and dry cotton jersey cloth. We strongly advise to use the supplied white cotton gloves for mounting in order to avoid fingerprints on the surface.
BRUSHED/ POLISHED NICKEL FINISH
We strongly advise to use the supplied white cotton gloves for mounting in order to avoid fingerprints on the surface. For the cleaning of the nickel finish please use a silver polished cloth and use the recommended instructions provided by the manufacturer of the polish. For a heavy stained nickel finish you can also use silver cleaning paste, but please follow the instructions of the manufacturer.
BRUSHED / POLISHED LACQUERED BRASS
Only clean with a clean and dry cotton jersey cloth.
AGED BRASS FINISH
Extreme care should be taken when buffing our aged brass finish to avoid removing the patina. Only clean with a clean and dry cotton jersey cloth. We strongly advise to use the supplied white cotton gloves for mounting in order to avoid fingerprints on the surface.
BLACKENED LACQUERED BRASS
Only clean with a clean and dry cotton jersey cloth.
MARBLE SURFACES
Only clean with a clean and dry cotton jersey cloth.
PAPIER-MÂCHÉ
For regular care and maintenance, we recommend using a soft brush to eliminate dust deposits. The use of acidic or highly alkaline detergents can damage the surface. For stubborn grease stains, a more thorough cleaning can be done with a soft cloth, slightly moistened with water. Avoid treating with chemical solvents, paint, acetone, paint thinner, detergents containing bleach, caustic soda, oily soaps, descaling agents, and abrasive and micro-abrasive detergents and sponges.
How to install my fitting?
All our lighting fixtures are designed to be installed by a certified electrician. We provide Mounting instructions, hardware and bulbs for all of our pieces. Please reference the Product Specification Sheet for weight requirements and make sure the ceiling contains appropriate blocking.
