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FREQUENTLY ASKED QUESTIONS

If you don't find your answer here, send us a note: hello@incommonwith.com

Ordering
WHAT HOURS ARE YOU AVAILABLE OVER THE PHONE?

Studio hours are Monday through Friday 10am - 6pm ET. We do recommend email so there’s an easy-to-reference conversation thread.

CAN I CANCEL AN ORDER AFTER IT'S PLACED?

We must receive your request within 24 hours via email.

WHAT PAYMENT METHODS FO YOU ACCEPT?

Visa, MasterCard, AmEx, Discover, Apple Pay, and PayPal.

All transactions are secured and encrypted. Payment is charged at the time of purchase (not when an item ships).

CAN I SEE PIECES IN PERSON BEFORE I BUY ONE?

There are two ways: You can schedule a studio visit with us here (link) directly. OR you can visit one of the spots where our lights are installed. Email us for the most current list.

Products
DO YOU DO CUSTOM ORDER?

Yes, we absolutely love it. Nothing is out of the question. Email us or read more about how custom orders work here [here links to custom landing page].

WHAT TECHNIQUES DO YOU USE?

1. Hand-blown glass - melting and forming clear glass then adding in color.

2. Metal Spinning - also known as spin forming, this is a metal forming process that spins metals at high speeds to create new shapes and angles.

3. Finishing - coating and finishing our metalwork in a variety of options.

4. Slip-Cast Ceramic - A method for producing larger amounts of ceramic pottery. We use this process for more efficient and consistent ceramic materials.

5. Hand-built Ceramic - This technique molds and forms ceramic pieces without the use of a pottery wheel.

6. Mold-blown glass - Made by blowing hot glass into a mold of clay, metal, or wood.

7. Assembly - Screwed, tightened, wired, cleaned, all by hand one-at-a-time by us in our studio.

WHERE ARE YOUR PRODUCTS MADE?

Our materials come from all over the place. We search and search and search for the very best partners, and that’s who we work with, even if that person is halfway around the world. Everything passes through our studio in Brooklyn to be assembled, finished, and perfected by us before it’s sent to you.

WHY DO YOU USE LED?

First, they require less energy. Second, they last about 25,000 hours — much longer than incandescent light bulbs. They’re a gentler and more affordable choice for everyone.

Care
WHAT ARE SAFE WAYS TO CLEAN MY STUFF?

Please never, ever use abrasive cleaning products, scouring pads, or steel wool. If it comes from a store in a bottle, it’s bad for your ICW objects. 

Use a very soft cloth that’s either dry or damp depending on the material. We recommend these - they’re gentler than paper towels, reusable, and safe for cleaning basically everything. Magic Erasers are not to be underestimated.

Metal - dust with a dry cloth like these or wipe down with a damp cloth. Our brass is un-lacquered and will patina over time.

Glass - For clear and colored glass, wipe with a damp cloth. Removable glass shades can be washed carefully in warm to hot water in a sink with minimal, clear cleaning solution.

For frosted or etched glass, wipe down with a dry cloth.

Ceramic - wipe with a damp cloth. Please avoid submerging anything in water, though.

HOW DO I REPLACE MY LIGHT BULB?

All of our lights come with all the light bulbs they need. If you need to replace it, you can order one on our website or email us. We’re happy to help.

More About In Common With
WHERE DOES THE NAME IN COMMON WITH COME FROM?

We wanted to build a company that celebrates collaboration. Our name comes from a sentiment we care about; creating things together with people whose values align with our own.

DO YOU ONLY DESIGN AND MANUFACTURE LIGHTING?

We definitely have a soft spot for light. Light is foundational to building a well-lived home, productive workspace, and pleasing environments. Though our products focus  solely on lighting, we plan to offer a variety of items in our upcoming collections.

Shipping
WHAT SHIPPING METHODS DO YOU USE?

Within the US: UPS Ground or FedEx Ground from Brooklyn, NY. It’s free!  (Note that UPS and FedEx don't ship to P.O. Boxes, APO or FPO addresses.)

International: we’ll determine the best method together, but we often use DHL.

CAN I REQUEST EXPEDITED SHIPPING?

Yes. Email us. 

HOW MUCH ARE TAXES OR DUTIES?

Orders within the US: local sales tax will be charged for orders shipped to New York state.

International orders outside the US: Each country has its own percentage rate for taxes and duties, and customers are responsible for tariffs when orders arrive in the destination country.

Once an order is shipped and with the carrier, delays are out of our hands.

(Just so you know, the other way some people ship internationally is called DDU. This means “delivery duty unpaid” — essentially your order will sit in customs until you pay import duties, customs, and local sales tax. This is not fun for anyone, so we don’t do it.)

ARE ORDERS INSURED?

Yes, we insure all orders for the duration of transit, meaning up to when it’s delivered. Signature required.

WHEN WILL I GET A TRACKING NUMBER?

You’ll receive it via email as soon as your order ships.

WHAT IF MY ORDER GETS REFUSED?

Refused orders incur a 15% restocking fee.

Returns
WHAT'S YOUR RETURN POLICY?

We accept returns of ready-to-ship (not custom) items. All returns require prior authorization which you can request via email. Return requests must be sent to us within 10 days of confirmed delivery.

We aren’t responsible for damage related to accidents, misuse, assembly, installation, or removal. If the return is approved, the product must be mailed back to us within 10 days of approval.

Once we receive and evaluate the product, we will issue a credit minus a 15% restocking fee. We do not issue refunds to the original forms of payment.

HOW DO I SEND SOMETHING BACK TO YOU?

You must use the prepaid shipping label we provide. Use original packaging and packing materials to avoid invalidating your return or claim.

- Items must be returned to us in original condition accompanied by the return information label. 

- Make sure all products are exactly as you received them, with tag(s) and seal(s) still attached. 

- All products that come in their own box, including but not limited to light bulbs and accessories, must be returned in their original, undamaged box as this is considered part of the product.

- We reserve the right to reject any returned items that do not meet the above requirements. If your return is rejected you will be notified via email.

WHAT IF MY PRODUCT ARRIVED DAMAGED?

For products damaged by shipping: email us within 48 hours of confirmed delivery so we can help, and be sure to include photos. (Claims processes tend to be clunky and take time, so it’s important that we get all the details as fast as possible.)

IS THERE ANY VARIATION IN THE MATERIALS?

When things are handmade, slight variation in shape and color can happen. We don’t mind it, and we do not accept returns because of material variance. Each product is quite literally one-of-a-kind.

Privacy

Your privacy and the security of your data is non-negotiable to us. This should go without saying, but we don’t sell, trade, or rent your information to anyone, ever.

When you visit our website, we do not collect personal information until you have placed an order with us, contact customer service, or subscribe to our newsletter. That information is used solely to fulfill your order and for direct communication.

Our site automatically collects certain non-personally identifiable information (non-PII) from whatever device you’re using, including browser, IP address, time zone, individual web pages viewed, and any search terms or sources that referred you to the website. Cookies can be disabled or erased from your browser.

It’s important that we stay current and may update our policy in accordance with legislative changes or for operational, legal or regulatory reasons.