Every E Kenoz fixture is forged, pierced, and finished by hand in solid brass. Because nothing sits on a shelf waiting, your piece begins its life the day you order it. Here is exactly what to expect.
Your Order Journey
- Day 1 — Order confirmed. You receive an email confirmation. Our workshop is notified the same day.
- Days 2–15 — Handcrafted to order. We hand-cut the brass, pierce the pattern, solder the frame, and apply the finish you chose. No two pieces are identical.
- Day 10–15 — Quality check & dispatch. Every fixture is inspected, wrapped, and boxed for international transit. You receive a tracking link by email.
- +5–7 business days — Delivery. Your piece arrives by UPS, DHL, or FedEx, fully insured, door-to-door.
Shipping
Free Worldwide Shipping
Every order ships free, anywhere in the world. We route through UPS, DHL, or FedEx — whichever offers the fastest, most reliable path to your door. All international shipments are fully insured by E Kenoz for the full value of your order.
Production Time
Because each fixture is made to order, please allow 10 to 15 business days for crafting before dispatch. This is not a warehouse delay — it is the time we need to hand-build your piece properly. If your timing is tight, email info@ekenoz.com before ordering and we will tell you honestly what is possible.
Delivery Estimates After Dispatch
- United States & Canada: 5–7 business days
- Europe & United Kingdom: 5–7 business days
- Rest of world: 7–10 business days
Cancellations
Some pieces are made for your order and some are already finished and held in stock. Which one you bought decides how a cancellation is handled — email us and we will confirm which applies to your order.
Made-to-Order Pieces
Lighting, mashrabiya, and any custom size or finish.
- Within 48 hours of ordering — cancel for a full refund.
- After 48 hours — your order is in production. Cancellation is refunded at 50%.
- Once shipped — the order cannot be cancelled. Our 14-day return applies instead.
In-Stock Pieces
Woven tapestries and mother-of-pearl inlay, unless the listing states made to order.
- Any time before dispatch — cancel for a full refund.
- Once shipped — our 14-day return applies.
To cancel, email info@ekenoz.com with your order number.
Returns
14-Day Satisfaction Guarantee
If your piece is not what you hoped for, return it within 14 days of delivery for a full refund of the purchase price. No restocking fee. Original shipping is not refunded.
Return Conditions
- Item must be unused and in its original packaging
- Email info@ekenoz.com to start a return — we will confirm the address and next steps
- Refunds are issued to your original payment method within 5 business days of us receiving the item
Arrived Damaged or Defective
International shipping is rough on handmade brass. On the rare occasion a piece arrives damaged, we cover everything — repair, replacement, or full refund, your choice. Email us photos within 7 days of delivery and we will handle the rest. You do not pay return shipping.
Exchanges
We do not process direct swaps. To exchange, return the original for a refund and place a new order for the replacement. If you are choosing between finishes or sizes, email us first — we are happy to help you decide before you commit.
Return Shipping
Please use a trackable service (UPS, FedEx, DHL, or your national post). Keep the tracking number until your refund is processed.
Frequently Asked Questions
Why does it take 10–15 business days to ship?
Because we do not keep finished stock. Every fixture is hand-built after you order, using traditional brass techniques that take time. A lamp that would take a factory 20 minutes takes us 2–3 days.
Is shipping really free worldwide?
Yes. No minimum order, no surcharge for large pieces, no hidden fees at checkout. The price you see is the price you pay before customs duties in your country.
Can I cancel my order?
Within 48 hours of ordering, yes — email info@ekenoz.com and we refund you in full. After 48 hours a made-to-order piece is in production and cancellation is refunded at 50%; an in-stock piece can be cancelled in full any time before dispatch. Once shipped, our 14-day return applies instead.
What if my piece arrives damaged?
We cover it fully. Send photos of the damage and the shipping box within 7 days of delivery, and we will repair, replace, or refund — whichever you prefer. You never pay return shipping on a damaged order.
Do you ship to my country?
We ship to virtually every country served by UPS, DHL, or FedEx. If checkout does not offer your address, email us — we can almost always find a way.
Can I expedite my order?
Occasionally yes, depending on workshop load and the piece you ordered. Email us before placing your order and we will tell you honestly what is possible.