Customer Service and FAQ
Placing an order:
You can place your order in any of four ways:
- Through this web site via the Products section
- By email to customerservice@jannaugone.com
- By fax at (413) 527-3063
- By phone at (413) 527-5530
*All prices include shipping and handling. (MA residents add 5% sales tax)
Payment terms
All our products are made to order. We charge your account when the order has shipped using credit card only (MasterCard, Visa, Discover). There is a 50% non-refundable deposit if the order is canceled.
Lead time
Lead times for delivery will vary depending on the time of year and current volume. Typically, our lead time fluctuates between 6 and 12 weeks. Lead time will be stated on your order confirmation.
Rush policy
If you are pressed for time and need to have your order completed more quickly, we suggest our rush service. A $50 fee per item ensures that your order will be shipped within one month from the date the rush is requested. For example, if you are ordering a pair of sconces and you need have both shipped within one month, the charge would be $100. If you require faster shipping, additional carrier charges will apply.
*How we ship
All prices include shipping and handling. Additional shipping charges will apply outside continental U.S. All orders are shipped via UPS Ground, no signature required, unless otherwise specified. If you require a different shipping method, please let us know when you place your order. Massachusetts residents add 5% sales tax.
Return policy
Due to the hand-made nature of the lamps and objects, they are non-returnable.
Custom policy and terms
Custom work
Custom colors are quoted on an individual basis. Some shade colors from our line are interchangeable, (price is app. $50.00). For custom color matching, please forward swatches of the preferred color(s). Standard paint chips, tile or fabric swatches are welcome. For custom colors, a color sample can be produced upon request and is highly recommended. This allows you to view a sample of the requested color in the setting where the lighting will be placed. The cost is $35.00 per color swatch.
Custom Graphics are quoted on an individual basis. We’re happy to assist you in creating just the right custom graphic for your home or gift. Custom work may include patterns to complement your existing décor, specific names of a bridal couple, anniversary dates, pet names, a favorite quote, a memorable car, boat, and we’ve even done a favorite golf club! (Prices for custom work start at $50.000). We usually incorporate the phrase or graphic in our current design patterns. We encourage you to be as specific as possible (photographs are best), when requesting custom work. A custom graphic sample is available at an additional cost.
Please note: All custom work is non-returnable. Sample swatches are highly recommended. All custom work will begin when full payment is received.
Contact information
Janna Ugone Associates
1 Cottage Street
Easthampton, MA 01027
Fax: (413) 527-3063
Phone: (413) 527-5530
Email: customerservice@jannaugone.com
FAQ
We hope that you will find the answer to your question on this page. If you don’t, or if you need further information, please don’t hesitate to, call, email, or fax us here at the studio.
Q: The copper stem of one of the lamps has fingerprints on it. How do I polish it?
A: With time, copper tarnishes to create a beautiful aged patina. To ensure even tarnishing, use a dry, green “Scotch Brite “ pad (vertical direction only) to lighten, polish, or remove scratches and fingerprints.
Q: We had an accident, and the shade was broken or damaged. Can it be replaced?
A: Yes. You can always order a replacement shade. Please email the size, material (parchment or ceramic) and desired graphic for the current price and lead time. Also state if additional parts i.e. finial or wire support are needed). If it was one of our older designs, it may now be discontinued or unavailable. Most discontinued graphics are available with an up charge of $40.00. (Please inquire via email). Please keep as much of the damaged shade as possible, since shards are often helpful in identifying a specific style or graphic. In order to aid us in matching/reproducing your shade as closely as possible, we may ask you to send a remaining piece to our studio. When you get in touch with us, we can help you to identify the shade and let you know what your replacement options are. You are always welcome to order a shade from our current collection.
Q: Can I order a discontinued graphic?
A: It depends on how long ago the graphic was discontinued. Most graphics remain available at an up charge ($40) for several years. However, very old graphics are not available at all. Email or call for information on the specific shade design you are interested in.
Q: Can a parchment graphic be selected for a ceramic shade or vice versa?
A: In most cases, yes. This is considered custom work, (see “Custom Work” section). The cost depends on the specific graphic, with pricing starting at $120.00.
Q: The ceramic shade of my double-socket lamp was broken. Can I replace it with a parchment shade?
A: Yes. However, the double socket provides too much wattage for use with most parchment shades. If you would like to keep the double socket feature, our drum series shade (RLP825,875,873), with an adaptor from us, can be ordered. They are offered as a table or floor model found on our website in the parchment sections. If you prefer a different style shade we would need to rewire your lamp base. We would be happy to rewire it with a single socket for use with a parchment shade. The cost for rewiring is $35.00, price includes shipping and handling.
Q: Can I purchase a shade only?
A: Yes, our parchment shades are available. You may choose from any of our current parchment shade designs.
Q: Can I purchase a finial only?
A: Yes.
Q: Can I change the color palette of a shade design to match my décor?
A: Yes. We can simply swap a color in a shade graphic with another color from the line, (app.$50.00 chg) or match your specific color needs based on fabric swatches, paint chips, or tiles. Please see our “Custom Policy” and contact us for more information and individual price quotes.
Q: Can I request a different color for the base of my lamp?
A: Yes. Each shade graphic has a pre-selected base color (by Janna) in slate, marble, or the Sienna line. However, if you would prefer a different color for your base, this change can be made.
Q: Can I choose the finial and pull I would like on my lamp?
A: If you would like another, please specify, there is no additional charge.
Q: The lamp I am interested in is only offered with a copper stem. Can I order it with an aluminum stem instead?
A: Yes.
Q: Can I raise or lower the height of a lamp?
A: Yes, with some restrictions. Please call us for information on the specific model you are interested in (usual charge $35.00).