Contact | LUMIÈRE Design

Frequently asked questions

Please read our FAQ first, as many of the most frequently asked questions are already answered there, so you will receive a suitable answer more quickly.

When will my order be delivered?

If your ordered lamp is in stock, delivery usually takes 1-3 business days. However, many of our lamps are not always in stock and can only be pre-ordered. On the product page for your selected item, you'll find a clearly visible green notice above the shopping cart button indicating the estimated delivery time.

I have not received an order confirmation – has my order been received?

Our order confirmations are sent automatically. If you haven't received an email, please first check your spam folder. If you don't find a confirmation there either, make sure you completed your order correctly. For example, if you paid with PayPal, you can check your PayPal account to see if we've debited your account. If this is the case, but you still haven't received an order confirmation, it's possible that you provided an incorrect email address when placing your order. In this case, please contact us with your name and address so we can investigate the matter.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email, which also includes a tracking number. By clicking on the tracking number, you can view the shipment details directly. We work with the shipping providers DHL, DPD, and GLS.

Why is my delivery delayed?

95% of our packages are delivered within the delivery time specified in your order. However, delays may occur due to factors beyond our control, such as issues with the shipping provider, production delays, or similar unforeseeable circumstances.

My lamp is broken – what should I do?

If any part of your lamp is defective or has been damaged during shipping, please fill out this form within 14 days of delivery and state that your lamp was delivered damaged as the reason.

We will then immediately take care of delivering a new lamp.

How do I return items?

To request a return, please fill out our return form . There you will find all further instructions for the return.

Please note that items not registered using this form cannot be allocated and therefore no refund can be issued.

I received the wrong lamp - what now?

If we have accidentally delivered the wrong item, please complete this form within 14 days of delivery and state that you received the wrong product as the reason.

We will then immediately take care of the delivery of the correct item.

How can I change or cancel my order?

Since our logistics are fully automated, cancellation is often not possible once the item has been packaged. However, if you haven't received a shipping confirmation yet, please contact us immediately. We will do our best to change or cancel your order.