FAQs
Our Products
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Where are our products made?
Manufactured in collaboration with our trusted craftsmen locally and globally, all of our products are designed and assembled in our London-based studio.
What materials do we use for our products?
Our products are currently made using glass, metal, recycled perspex. We experiment with various glass and metal finishes to explore the diverse properties and characteristics of these materials.
Do we offer customisation options for our products? How does this affect the lead time?
We offer customisation options for our products’ glass colours and metal finishes. For enquiries for customisation, please email us directly. Some options may affect the lead time, relevant information can be provided based the type of enquiry.
Do we provide detailed specifications for each product?
Detailed technical specifications/ tear sheets are available for all our products on our Collections page. For additional details or specific certification such as Declaration of Conformity or Environmental Certification, please email us to enquire further.
Are installation instructions provided with the products?
Our products are delivered with detailed installation instructions. If you require them before setup or to assist in deciding on order placement, email us for more details.
Do we provide samples of materials and finishes? How can you request samples.
We have limited samples available for materials and finishes at a minimal cost of £15, refundable upon safe return of the samples. If you are Trade, please email us or send a request through our Trade Request Form and we will respond promptly.
How do you clean and care for the products?
Use a soft cloth to clean the products. For resistant dirt, use a cloth dampened with water and soap or a mild cleaner. Do not use alcohol or other abrasive solvents that might cause permanent damage. Also protect the product from sharp objects that might scratch or break the glass components.
Stock, Order Placement & Delivery
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Do we hold products in stock?
All our products are made to order and therefore we hold a limited stock. Please get in touch with your request and we will be happy to assist.
What are our lead times if product is not in stock?
Our standard lead times are 4 - 9 weeks depending on manufacturing times, this varies for each product collection. Contact us for specific requests and we will provide more accurate lead times and confirm if we can accommodate your project timeline.
How can you place an order with us?
The best way to place an order is through our shop page. If your preferred products from our collections are not available for purchase through the shop, email us your product requirements with specific details about your project timeline. We will get in touch with you to further discuss the purchase.
Is there an additional charge for delivery of the products?
We do charge delivery for our products. This can be quoted for approval before finalising your order. Note, we provide free delivery to UK mainland addresses.
Do we ship internationally? What are the shipping costs for international orders?
Yes, we do ship internationally. The shipping costs is calculated during checkout and is based on your location and country of delivery. If your country is not listed, please email us and we will be able to provide you with a quote.
Installation Services - Do we offer installation services for our products?
We currently do not provide installation services for our products. You will need to hire a professional electrician to install the lighting.
Do we offer Trade Discount and Wholesale Discounts on orders?
We do offer Trade and Wholesale Discounts. Please enquire with us directly for more information.
What if your order is damaged in shipping?
Please examine the condition of all delivery boxes before signing delivery receipts - our products are thoroughly checked and carefully packed before collection. Should you receive products in a damaged condition, apparent or concealed, keep all packaging materials and claims for damage must be made against the carrier immediately.
Payment, Cancellation & Returns
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What payment methods do we accept?
A full payment is charged on products purchased through our website shop. For orders quoted through email, we accept Bank Transfer.
Can you cancel your order?
Cancellations for any product order must be made within the first week of purchase, no cancellations will be accepted after this period.
What is the return policy?
You may return your purchase within 14 days of receiving the item. If the product is damaged or defective we will issue a full refund for the order once we have received the item at our studio. The product must be unassembled and in its original packaging. If the return is not due to damage or defect you are responsible for the initial shipping charge as well as the shipping cost back to us.
For any further questions, please contact us at info@mesemestudio.com