Customer Care

Take a look at the bottom of this page to find answers to the most frequently asked questions. 
Haven’t found the answer to your question or do you have another question for us? No problem, give us a call or send us a message.

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Frequently asked questions

1. Service & Warranty

1.1 I received a damaged product, what to do now?

Unfortunately it can happen that items are damaged during shipment. How annoying! We will replace the damaged item free of charge if you contact us about the damage immediately upon receipt (and no later than 3 business days after receipt). Please notify us by sending an email to [email protected] including a picture of the damage. After the expiry of 3 business days we cannot replace the item free of charge.

1.2 I have a complaint, how can I make this known?

We do our very best to ensure everything goes smoothly. If, however, you still have a complaint, please let us know as soon as possible.

Please send us an email at [email protected] including a detailed description of your complaint and picture(s) of the defect. We will contact you as soon as possible regarding a settlement.
Have you got a complaint about something else? Let us know by sending us an email at [email protected] or by calling +31 20 205 1006.

1.3 What is the warranty period on lamps?

We guarantee any bulb ordered in our shop to work upon delivery. Lamps are very fragile and the life span depends on many aspects. Unfortunately we cannot include them in our warranty policy. It is always a good idea to order a replacement lamp or bulb in case the original lamp breaks.

2. Delivery & pick-up

2.1 What are the shipping costs?

We offer free shipping on orders over 75 euros. Orders up to that amount pay € 6,95 shipping costs for packaged post in the Netherlands and Belgium. Shipping costs outside the netherlands vary by country. The costs we charge for shipping include handling, packaging and postage.

2.2 Do you deliver outside of the Netherlands?

Yes, we supply our products throughout Europe. For example, we also receive orders from Belgium and Germany.

2.3 Can I pick up my order?

To ensure the best product prices we haven’t got a shop and only sell online. It is not possible to pick up an order.
It is always possible to return an order within 30 days. All information about this can be found on our returns and refunds page.

3. Stock & Backorders

3.1 When can I expect my order if an item isn’t in stock?

A lot of our items are in stock. Should a product temporarily not be in stock, then it is clearly stated on the product page that the item can be back ordered. It is often the case the items are already in transit making for a speedy delivery. We will always contact you about any updates so that you’re aware.

4. Dispatch & Shipping

4.1 When will my items be delivered?

The expected delivery time is displayed on the product page of the item. In case the ordered items are in stock, we strive to ship your order within 1 or 2 business days.
Should a product temporarily not be in stock, then it is clearly stated on the product page that the delivery time for the item is longer than usual. As soon as the item is in stock, we will ship your entire order.

4.2 When will my order be shipped?

We strive to ship your order within 1 or 2 business days. You will receive a confirmation once your order has been handled.
There is no shipping during weekends or bank holidays.

4.3 When can I expect my order?

You can track your order with the track & trace code that we send per mail as soon as your order has left our warehouse. On the day of delivery an indication of the delivery time will also be mentioned. Unfortunately we cannot influence delivery time.

4.4 How will my order be delivered?

The ordered items are shipped separately. You can find an explanation on our website on how to assemble the lamp.

4.5 I haven’t received my order. What to do now?

You will always receive a track & trace code at the time your order is shipped. If you haven’t received the link yet 3 days after ordering? Please contact us on [email protected] or +31 20 205 1006 so that we can check the status of your order.
Did you receive a track & trace code but has the package not arrived on time? Please let us know so that we can contact our carrier to determine what is wrong.
We are not responsible if packages cannot be delivered to the incorrect or incomplete address provided. We are obliged to recharge the shipping costs, if a package is returned to us.

4.6 The delivery time doesn’t suit me. Can I change it?

Our packages are sent with PostNL. Unfortunately we cannot determine the delivery time to your door.

5. Payments

5.1 How can I pay for my order?

We offer a few payment options. At this time all orders within Europe can be paid by credit card, PayPal or bank transfer.

Dutch clients can also pay through iDeal and AfterPay. Our Belgian clients can alternatively pay through Bancontact, KBC/CBC and Belfius Direct Net. And for the German clients we offer SOFORT Banking as payment option.

5.2 How much will my order cost?

The shopping cart in our web shop states the total of you order (including tax).
You will also receive an email with order confirmation and the total of your order.

Are you ordering on behalf of a company? Please contact us so that we can make an invoice transferring the VAT charge.

6. Orders

6.1 Is it possible to merge two separate orders?

It is not possible for us to combine separate orders after ordering. If orders are placed separately, the postage costs will be charged twice. Forgotten something in your order? Please contact us as soon as possible on [email protected] or +31 20 205 1006. We can immediately check whether there are adjustments to be made in the order. If the order is already in process, it can unfortunately not be adjusted.

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