FAQs
Frequently Asked Questions
About Keens
Who are you and what do you sell?
We design and source premium table lamps for modern homes. Every piece in our collection is selected for design integrity, material quality, and the kind of light that actually changes how a room feels. We work directly with our makers so you get a designer-tier lamp without the designer-tier price.
Are these replicas of West Elm or designer lamps?
No. Every lamp in our collection is an original design or licensed directly from the maker we work with. We share an aesthetic language with brands like West Elm, CB2, and Crate & Barrel because that's the style our customers love, but the products are ours.
Products & Materials
What are your lamps made of?
We work with materials across the collection: handblown glass, natural ceramic, brushed brass, matte black metal, linen and cotton shades, and solid wood bases. The exact material for each lamp is listed on its product page.
Will the lamp look exactly like the photo?
We photograph every lamp as accurately as possible, but please allow for small variation in color and tone. Screens render colors slightly differently, and natural materials like wood and ceramic have unique grain or finish patterns on every piece. That variation is what makes them feel custom, not factory-perfect.
Are bulbs included?
Most of our lamps do not include bulbs. The recommended bulb type, base size (E26, E12), and maximum wattage are listed on every product page. This lets you pick the exact warmth and brightness you want for your space.
What bulbs should I use?
We recommend warm-white LED bulbs in the 2700K to 3000K range for the most flattering ambient light. Anything above 3500K starts to feel cold and clinical. For reading lamps, 3000K is ideal. For mood lighting on a side table or nightstand, lean toward 2700K.
Are your lamps LED compatible?
Yes, every lamp in our collection is fully LED compatible. We strongly recommend LEDs for energy efficiency, longer bulb life, and lower heat.
Are they dimmable?
Dimmability depends on the lamp. Most pair with dimmable LED bulbs when used with a compatible in-line dimmer or smart bulb. Dimmability is noted on each product page. Smart bulbs like Philips Hue, Wyze, and LIFX work with all of our standard-base lamps.
What kind of switch does the lamp have?
Switch type varies. Common types in our collection: in-line cord switch, base rotary switch, push-button base switch, and touch-sensitive base. The switch type is listed on every product page.
How long is the cord?
Standard cord length is typically 6 feet (1.8 meters) unless otherwise noted. Some statement lamps have longer cords, some compact desk lamps have shorter. Always listed on the product page.
What voltage do they run on?
All lamps sold on our US site are configured for US standard voltage (110V to 120V, 60Hz) with a standard US plug. For international voltage compatibility, email us before ordering.
Orders & Payment
What payment methods do you accept?
Visa, Mastercard, Discover, Apple Pay, Google Pay, Shop Pay, and PayPal. Unfortunately we do not accept American Express at the moment. If you have an American Express card, we suggest you either use a different card, or use the PayPal checkout option instead. Every transaction is encrypted and processed through Shopify's PCI-certified checkout.
Is my payment secure?
Yes. Our store runs on Shopify, one of the world's most trusted e-commerce platforms. Every checkout page is SSL encrypted and we never store your full payment details.
Can I cancel or change my order?
Yes, as long as you reach us within 24 hours of placing your order. After that, your order has likely entered fulfillment and we can't make changes. Email support@trykeens.com right away with your order number.
How do I apply a discount code?
Add your items to cart, head to checkout, and enter your code in the "Discount Code" box right before payment. Only one discount code can be used per order.
Shipping & Delivery
Where do you ship?
We currently ship to all 50 US states. Available shipping options are shown at checkout based on your destination.
How much is shipping?
Free standard shipping on US orders over $99. Standard shipping is $9.99 on orders under $99. International rates are calculated at checkout.
How long will my lamp take to arrive?
US standard shipping typically takes 5 to 10 business days from the date your order ships. International orders typically take 10 to 20 business days. You'll receive a tracking link the moment your lamp leaves our warehouse.
How is my lamp packaged?
Every lamp is hand-packed with custom foam inserts and a double-walled box. Glass and ceramic pieces get extra cushioning. We've engineered our packaging specifically because table lamps are vulnerable in transit and we refuse to take that risk lightly.
How do I track my order?
You'll receive a tracking email the moment your order ships. You can also log into your account on our site at any time to see your order status and tracking history.
What if my lamp arrives damaged?
Photograph the damaged packaging and the lamp as soon as you notice the issue. Email support@trykeens.com within 7 days of delivery with your photos and order number. We cover everything, including return shipping if needed. You will not be charged a cent to make this right.
What if my package never arrives?
First, check the area where the carrier would have left it and ask neighbors who might have grabbed it by mistake. Some carriers mark packages "delivered" up to 24 hours before they actually arrive. If it still hasn't shown up after an extra day, email us with your order number and we'll chase the carrier or ship a replacement.
Returns & Refunds
What's your return policy?
30-day returns from the date of delivery. If your lamp isn't what you hoped, send it back within 30 days for a full refund. Items must be unused, in their original packaging, and in resellable condition.
How do I start a return?
Email support@trykeens.com with your order number and a sentence about why you're returning. We'll send you return instructions and an RMA number within 1 business day.
Who pays for return shipping?
For change-of-mind returns, you cover return shipping. For damaged, defective, or wrong items, we cover everything.
When will I get my refund?
Once we receive and inspect your return (3 to 5 business days), we process your refund within 7 business days. Allow another 3 to 10 business days for the funds to appear in your account, depending on your bank.
Can I exchange instead of getting a refund?
Yes. Return your original lamp and place a new order for the one you want. Email us if you want help coordinating the swap and we'll do our best to ship the new piece as soon as the return is on its way back.
Care
How do I clean my lamp?
For glass and ceramic bases: gentle soap and water on a soft cloth, then dry completely. Avoid abrasive cleaners. For metal finishes: a dry microfiber cloth removes dust. Avoid water on brass to prevent tarnishing. For fabric shades: a lint roller or a vacuum brush attachment on low suction. Never submerge any electrical part of the lamp.
What if my lamp stops working?
First, try a new bulb. About 90% of lamp "failures" are actually burned-out bulbs.
Setup
Do I need an electrician to set up my lamp?
No. All of our table lamps are plug-and-play. Attach the shade if it isn't pre-attached, screw in a bulb, plug it into a standard outlet, and turn it on. No tools, no wiring, no electrician.
Is assembly required?
Most lamps arrive fully assembled with the shade either pre-attached or in the box. Larger pieces sometimes ship with the base and shade separated to protect the shade in transit. Setup takes under 2 minutes in every case.
Still have questions?
Email us at support@trykeens.com and we'll respond within 1 business day, Monday through Friday.