FAQ
Trouvez l’information qu’il vous faut.
Des réponses sur les dimensions, les sources lumineuses, le choix des produits et les informations de la boutique.
Toutes les ampoules sont-elles incluses ?
Non. Vérifiez le produit choisi. Le lustre en agate indique des ampoules incluses ; le lustre à perles et la suspension en verre coloré indiquent des ampoules non incluses.
Tous les luminaires sont-ils variables ?
Vérifiez le modèle exact. Plusieurs modèles présentés sont indiqués comme non variables. La couleur et le type de culot ne garantissent pas la compatibilité avec un variateur.
Comment comparer les dimensions des tapis ?
Consultez les mesures du produit en tenant compte de leur caractère approximatif. Comparez la forme choisie avec l’espace au sol ou près du meuble concerné.
Comment poser une question sur un article ?
E-mail [email protected] en précisant le lien du produit et l’option choisie. Le service client est disponible du lundi au vendredi, de 9 h à 18 h (GMT+8).
Où consulter les informations de livraison ?
Consultez les conditions de livraison pour connaître les destinations, les frais et les délais actuels.
Où trouver les conditions de retour et d’annulation ?
Consultez les conditions de retour et de remboursement et contactez le service client en indiquant votre référence de commande.
Où trouver les informations de paiement ?
Consultez les modes de paiement et les conditions de facturation.
Quelles caractéristiques électriques comparer ?
Consultez la tension, l’alimentation, le culot et les informations de variation d’intensité du luminaire choisi. Contactez le service client si une caractéristique manque de clarté.
About Transportation
1. Does the selected shipping service apply to my Country and what is the carrier? How long will it take to arrive?
Delivery time = Process time ( order preparation )+ Shipping time.
• Cost: Free shipping for orders over €60, otherwise €20 shipping costs will be charged
• Process Time: 1-2 weeks
| Carrier | Corresponding products | Shipping time | Delivery area |
| DPD | Most normal size and weight products | 2 weeks | To to most countries (such as France, Belgium, Luxembourg) |
| Expedited Express for Small Pieces | Specified products with a small size | 1-2 weeks | |
| EMS | Big size but light products | 2-4 weeks |
Please note: Fluctuating delivery times depending on flight information for the order time. Other remote countries would require more time. We are constantly improving our service, and we will try our best to find more and better carriers to work with.
For a faster shipping, please contact us at [email protected]
The delivery time we mentioned is only an estimate and mainly depends on the shipping time.
And the stock levels are indicated on our website based on stock levels that we receive either from our own or the manufacturers warehouse. Stock levels can change quickly. Even though we indicated In stock on our site, it doesn't mean that the product is actually in stock. By the time of order placement, the item may be sold.
Please do not schedule an electrician based on stock levels and delivery time indicated on our site. Only when the item arrives, the electrician should be scheduled.
• If you still have questions or need to ship to other countries, please contact us for inquiries: [email protected]
>> Please see our Shipping Policy for more details.
2. Can I track my order?
Yes. Once your order has shipped, you will receive an email with a tracking number.
Click on this link https://www.17track.net/en and enter the tracking number.
You can also contact our customer service team [email protected] for the latest logistics information.
About Returns and Refunds
1. How do I cancel an order?
You can cancel your order for free within 48 hours without any reason.
If your order has been shipped, it cannot be canceled. If you insist on canceling it, you will be charged 30%-50% of the order amount for our storage costs, order preparation costs and shipping costs. This fee will be deducted from the refund of your(s) item(s).
2. What if I receive a damaged item?
Products that arrive with broken glass, dented shades, or frames will not be considered defective and are not eligible for returns. However, we offer a complimentary replacement of the glass or shades in such cases. If you prefer to return the item instead of receiving a replacement, it will be treated as a regular return, and a return fee of up to 35% may apply. Please note that all outbound shipping charges will be deducted from the refunded amount.
3. When will I receive the refund?
Once we receive your return, please allow up to 5 business days for the funds to be credited back to your original payment method. For PayPal, the refund process typically takes 1-2 days, while credit card refunds may take 3-5 days. If you encounter any issues or have further questions regarding your refund, please don't hesitate to contact us at [email protected]. We will respond to your inquiry as promptly as possible. Kindly note that all cancellations or returns are subject to our Returns and Refunds Policy.
About Product
1. Can the lamp dimmable?
If the lamp uses bulb such as E27, E14, G9 and so on, you can choose a dimmable bulb, so that the lamp will be dimmable with your dimmable system. But if you don't have a dimmable system at home, please enquire us and we will customize the lamp for you.For the lamp with LED-chip, you are not able to change the light source inside, and mostly, we will offer warm light, cool light and dimmable version. If there is no dimmable version at the product page, please enquire us. We can make all lamps dimmable. If you have this need, don't hesitate to enquire us.
2. Can I have a longer cable?
We offer 150cm cable for most lamps. If you want a longer cable (within 800cm), please make a note when you place the order, we will extend the cable for free.
3. Does The Voltage Required By The Product I Purchased Match The Country Where I Am Located?
The voltage of our products will be adjusted according to your country as shown below.
110V-120V: USA, Canada, Mexico, Brazil, Japan, Cuba.
220V-240V: UK, Australia, France, Netherlands, Italy, Germany, Spain, Norway, Ireland, Greece, Portugal, New Zealand, Belgium, South Africa, Egypt, Chile, Denmark, Russia, Singapore, Sweden, Israel, Switzerland.
