Support Center
Your Questions, Answered.
Everything you need to know about Simprolos products, shipping, returns, customization, installation, and more. If you cannot find the answer you need, please contact us at info@simprolos.com and our support team will be happy to help.
General Information
Who is Simprolos?
Simprolos is a lighting brand focused on thoughtfully designed fixtures for modern homes, apartments, hospitality spaces, and commercial interiors. We offer a wide range of pendant lights, chandeliers, wall lamps, ceiling lights, table lamps, and floor lamps designed to bring warmth, character, and refined style into everyday spaces.
Our collections include designs made with materials such as brass, glass, marble, travertine, alabaster, natural stone, wood, fabric, and other carefully selected finishes. Each piece is created to balance beauty, function, and long-term use.
Where is Simprolos based?
Simprolos serves customers internationally through our online store. Depending on product availability and destination, orders may ship from our China factory, partner warehouses, or available regional stock.
For any order, shipping, product, or after-sales questions, please contact us at:
Email: info@simprolos.com
Website: www.simprolos.com
Is Simprolos a legitimate store?
Yes. Simprolos is an independent online lighting store serving residential and commercial customers. We provide clear product information, secure checkout, customer support, order tracking, and after-sales service for eligible orders.
We recommend reviewing each product page carefully before purchase, including dimensions, materials, voltage, bulb type, finish, installation type, and delivery information.
Do you have a showroom?
At this time, Simprolos primarily operates as an online lighting store. If you need help choosing the right fixture, size, finish, or lighting style, you can contact us by email. Our team can help you review product details and make recommendations based on your space.
Ordering & Payment
How do I place an order?
You can place an order directly on our website:
- Browse our collections and choose your preferred product.
- Select the size, finish, color temperature, voltage, or other available options.
- Click Add to Cart.
- Proceed to checkout and complete your payment.
- After the order is placed, you will receive an order confirmation email.
Please check your email address carefully before completing checkout to ensure you receive order updates and tracking information.
What payment methods do you accept?
Available payment methods may vary depending on your country and checkout options. Common payment methods may include major credit cards, debit cards, PayPal, and other secure payment options displayed at checkout.
All available payment options will be shown during checkout.
Is it safe to purchase on your website?
Yes. Our store uses Shopify checkout technology and secure payment processing. Payment information is encrypted during checkout, and we do not store your full payment card details.
Can I cancel or modify my order?
If you need to cancel or modify your order, please contact us as soon as possible at info@simprolos.com.
Orders can usually only be cancelled or changed before they enter production, packing, or shipment. Because many lighting products are prepared quickly or made to order, we cannot guarantee cancellation once the fulfillment process has started.
Please include your order number and the change you would like to make when contacting us.
Can I change my shipping address after placing an order?
Please contact us immediately if you need to change your shipping address. If the order has not yet shipped, we will do our best to update the address.
Once an order has been shipped, address changes may no longer be possible or may require assistance from the carrier.
Shipping & Delivery
Where do you ship?
Simprolos ships to many international destinations, including the United States, Canada, the United Kingdom, Europe, Australia, and other regions.
Shipping availability and delivery cost may vary depending on the product, shipping address, item size, and warehouse availability. If your location is not available at checkout, please contact us for assistance.
Do you offer free shipping?
We offer free standard shipping on many eligible orders and destinations. If shipping fees appear at checkout, it may mean that your address, product size, or destination requires special shipping.
The final shipping cost, if any, will be shown at checkout before payment.
How long does shipping take?
Delivery times depend on product availability, destination, item size, and shipping method.
In general:
- In-stock items may ship faster.
- Made-to-order or customized items may require additional production time.
- Large chandeliers, fragile glass fixtures, natural stone lamps, or oversized products may require longer handling and shipping time.
- International orders may take longer due to customs clearance and local delivery arrangements.
After your order ships, you will receive tracking information by email.
Where will my order ship from?
Depending on product availability and destination, your order may ship from our China factory, a partner warehouse, or available regional stock.
Some products are made to order or assembled after purchase, especially customized lighting, large chandeliers, natural stone fixtures, or special-size items.
How do I track my order?
Once your order ships, we will send tracking information to the email address used at checkout.
If you do not see the tracking email, please check your spam or promotions folder. You can also contact us at info@simprolos.com with your order number, and we will help you check the shipment status.
Why has my tracking information not updated yet?
Tracking updates may take several days to appear, especially for international shipments or large items. Some orders may first move through factory processing, export handling, or customs clearance before local tracking becomes active.
If your tracking has not updated for an extended period, please contact us and we will help investigate.
Will I be charged customs duties or import taxes?
Customs duties, import taxes, VAT, or local fees may vary depending on your country and local regulations. Unless clearly stated otherwise at checkout, these charges may be the responsibility of the customer.
If you are unsure about customs fees in your country, we recommend checking with your local customs office before placing an order.
What should I do if my package arrives damaged?
If your order arrives damaged, please contact us as soon as possible at info@simprolos.com.
Please include:
- Your order number
- Photos of the damaged product
- Photos of the outer packaging
- Photos of any broken parts or missing components
Once we receive the information, we will review the issue and provide a suitable solution, such as replacement parts, a replacement product, or another appropriate resolution.
Returns & Refunds
What is your return policy?
Simprolos offers a 60-day return and exchange policy for eligible items. The return window begins from the date you receive your order.
To be eligible for a return, the item should be:
- In the same condition as received
- Unused and uninstalled
- With original packaging
- With all accessories, parts, and manuals included
- Supported by proof of purchase or order number
Before sending anything back, please contact us at info@simprolos.com. Returns sent without prior authorization may not be accepted.
Who pays for return shipping?
Return shipping responsibility depends on the reason for the return.
If the product arrives damaged, defective, or incorrect, we will help provide a suitable solution according to the situation.
If the return is due to personal preference, change of mind, wrong size selection, or no longer needing the item, the customer is generally responsible for return shipping costs.
Can I return a customized product?
Customized products may not be eligible for return unless they arrive damaged, defective, or incorrect. Custom products include items made with special dimensions, finishes, colors, cord lengths, installation requirements, or other personalized specifications.
Please confirm all customization details carefully before placing your order.
How do I start a return?
To start a return, please email info@simprolos.com with:
- Your order number
- The reason for the return
- Product photos
- Packaging photos if applicable
Our support team will review your request and provide return instructions if the return is approved.
How long does a refund take?
Once your return arrives at our facility:
- Inspection: 3–5 business days from receipt
- Refund issued: Within 7–14 business days after inspection approval
- Refund method: Same payment method used for the original purchase
You will receive an email confirmation when your refund has been issued. Please allow an additional 3–10 business days for the funds to appear in your account, depending on your bank or card issuer.
Can I exchange an item for another product?
Yes, eligible items may be exchanged. Please contact us first so we can review your order and guide you through the exchange process.
If the replacement item has a different price, our team will confirm the details with you before proceeding.
What if my order is missing a part?
If your order is missing a part, please contact us at info@simprolos.com with your order number and photos of everything received.
Some lighting accessories or hardware may be packed inside protective layers or separate small boxes, so please check all packaging carefully before discarding it.
If a part is confirmed missing, we will help arrange a replacement part as soon as possible.
Product Information
What materials are your lights made from?
Our lighting products may use a variety of materials depending on the design, including:
- Natural stone, marble, travertine, and alabaster
- Brass, copper, iron, stainless steel, and other metals
- Hand-blown glass, crystal, and textured glass
- Wood, fabric, silk, ceramic, resin, and other decorative materials
Each product page lists the main materials used for that specific fixture.
Are natural stone products exactly the same as the photos?
No two natural stone pieces are exactly the same. Marble, travertine, alabaster, and other natural materials may have variations in texture, color, veining, and translucency.
These natural differences are part of the material’s character and should not be considered defects.
Will the product color look exactly like the photos?
Product photos are taken to show the design as accurately as possible. However, actual colors may vary slightly due to lighting conditions, screen settings, photography angles, and material differences.
Please refer to the actual product after delivery.
Are product dimensions exact?
All dimensions are measured manually, and a small difference of approximately 1–2 cm may occur. This is normal and does not affect regular use.
For large chandeliers, custom fixtures, or installation-sensitive products, please confirm the size carefully before purchase.
Do your lights come with bulbs?
Bulb inclusion depends on the product. Some fixtures include bulbs or integrated LED light sources, while others require separate bulbs.
Please check the product page carefully for bulb type, base type, wattage, voltage, and whether bulbs are included.
Are your products compatible with LED bulbs?
Many of our fixtures are compatible with LED bulbs. We generally recommend LED bulbs for energy efficiency, lower heat, and longer service life.
Please follow the bulb type and wattage recommendations listed on each product page.
Are your lights dimmable?
Some products are dimmable, but dimming compatibility depends on the fixture, bulb type, driver, and wall dimmer switch.
If you need dimming, please check the product page or contact us before purchase. We recommend using compatible dimmable LED bulbs and dimmer switches where required.
Do your products work with 110V or 220V?
Voltage compatibility varies by product and destination. Many products can be prepared for different voltage requirements, but please check the product page carefully.
If you are unsure whether a product is suitable for your country’s electrical system, please contact us before placing your order.
Installation & Setup
Are Simprolos lights easy to install?
Many products are designed for standard installation. However, installation difficulty depends on the fixture type, size, wiring method, and ceiling or wall condition.
For hardwired fixtures, chandeliers, ceiling lights, wall sconces, and large pendant lights, we strongly recommend installation by a licensed electrician.
Do your products come with installation instructions?
Most products include basic installation instructions. If you need additional installation guidance, please contact us with your order number and product name.
For some products, installation videos or additional guidance may be available upon request.
Can I install the light myself?
Plug-in lamps or simple portable lamps may be installed without professional help. However, hardwired lighting should be installed by a qualified electrician to ensure safety and compliance with local electrical codes.
Can the cord, chain, or hanging length be adjusted?
Many pendant lights and chandeliers come with adjustable cords, chains, or hanging wires. The maximum length and adjustment method vary by product.
Please check the product specifications. If you need a custom hanging length, contact us before ordering.
How do I choose the right size light for my room?
Choosing the right size depends on room size, ceiling height, furniture layout, and the visual effect you want.
General suggestions:
- For dining tables, the fixture width is often around one-half to two-thirds of the table width.
- For kitchen islands, multiple pendants should be spaced evenly.
- For living rooms and foyers, consider both ceiling height and room width.
- For stair chandeliers or high ceilings, measure the full drop height carefully before ordering.
If you are unsure, you can send us your room dimensions and photos, and we will help recommend a suitable size.
Customization & Trade
Can I request a custom size or design?
Yes. Some Simprolos products may support customization, such as:
- Custom size
- Custom finish
- Custom cord or chain length
- Custom canopy size
- Custom color temperature
- Custom layout for large chandeliers
- Project-based lighting solutions
Please contact us before ordering to confirm whether customization is available for the product you want.
How long does customization take?
Customization time depends on the product complexity, materials, production schedule, and order quantity. Our team will provide an estimated timeline after reviewing your request.
Please note that customized products may require additional production time before shipping.
Do you support designers, architects, or bulk orders?
Yes. We welcome inquiries from interior designers, architects, builders, contractors, hotels, restaurants, and commercial project buyers.
For trade, wholesale, or bulk order inquiries, please contact us at info@simprolos.com with product links, quantities, project details, and delivery destination.
Can you help me choose lighting for my project?
Yes. You can send us room photos, dimensions, ceiling height, design style, and preferred products. Our team can help you review suitable sizes, styles, and installation options.
Safety & Compliance
Are your products safe to use?
Our products are designed for normal residential and commercial lighting use. Product safety depends on correct installation, suitable voltage, proper bulbs, and compliance with local electrical requirements.
For hardwired fixtures, always use a licensed electrician.
Are your products certified?
- UL / ETL— US electrical safety compliance
- CE— EU electromagnetic and safety compliance
- SAA / RCM— Australia & NZ electrical safety
- CSA— Canadian standards compliance
- RoHS— Restriction of hazardous substances compliance
- FCC Part 15B— US electromagnetic emissions compliance
Certifications applicable to each product are based on the destination market. For full documentation, visit our Certifications page.
Are your products energy efficient?
Many Simprolos fixtures are compatible with LED bulbs or integrated LED light sources. LED lighting is generally more energy-efficient and longer-lasting than traditional incandescent bulbs.
Please check each product page for wattage, light source type, and recommended bulb specifications.
Are your outdoor lights waterproof?
Outdoor lighting products may have different weather-resistance levels depending on the design and IP rating.
Please check the product page carefully before installing a light outdoors. Products without an outdoor rating should only be used indoors or in fully protected areas.
Can bathroom lights be used in wet areas?
Bathroom lighting suitability depends on the product’s IP rating and installation location. Some lights may be suitable for dry or damp areas only, while others may be designed for more moisture-prone spaces.
Please consult a licensed electrician and check the product specifications before installation.
Still Have Questions?
We’re Here to Help
If you need help with product selection, sizing, customization, shipping, installation, returns, or after-sales service, please contact us.
Email: info@simprolos.com
Website: www.simprolos.com
Monday–Friday · 9 AM – 6 PM EST · Email replies within 1 business day
Our support team will reply as soon as possible.