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Customer Service

  • Can I visit the showroom?

    To give everyone the best service and to work as efficiently as possible we work by appointment. Of course you do not need to make an appointment to buy a bulb. 

  • Why are prices cheaper online than in the shop?

    Online prices are often with an (extra) discount and run through an automated system. In online sales, the human factor (cost) is almost completely excluded and you search for the desired article yourself without any advice. If you come to the shop, we do not charge extra for this service but we charge the official recommended price of the manufacturer.  Our expertise is a great added value for your final result. In full consultation, we make you a brand-independent offer in our showroom.

  • Can I still cancel my order?

    If your order has not been shipped yet, we can still cancel it. Please let us know as soon as possible if you wish to cancel something!

    When your order has already been placed in your possession, you can still cancel it. This is possible within 14 calendar days after receipt. The conditions are that you inform us beforehand, that the goods and the packaging do not show any signs of use and that it is not a custom-made product.

    You can find the necessary document that you need to send to us for approval here:

    https://economie.fgov.be/sites/default/files/Files/Forms/Formulier-herroeping.pdf

  • What payment options are available?

    You can pay online via PayPal, VISA, Mastercard, Maestro and Bancontact. In the shop you can pay cash, with Bancontact or with ecocheques (both paper and digital).

  • Can I pay after purchase?

    This is only for professional customers. As a private customer, you pay in advance or on collection.

  • Is it possible to request a quote?

    You can request a quote from us at [email protected].

    Simply send us an e-mail with your specific preferences and our team will quickly provide you with a tailor-made answer!  You can also indicate your favourite devices and add them to your wish list. You can take a screenshot of this list and send it to us!

     

  • Is it possible to get a discount?

    If discounts are applicable it will be clearly stated on the product.

    If you plan to buy large volumes please contact us at [email protected] or +32 3 777 75 55. We will then see if a commercial discount is available for your chosen products.

  • What are the delivery times?

    Products that are in stock are dispatched the same day or the day after. If a product is not in stock, the delivery time depends on our suppliers and manufacturers. If you need a product before a certain date, please contact us for more information about the delivery period.

  • Express deliveries

    Express deliveries are possible in certain cases. However, this varies from product to product and from brand to brand. Contact us by phone at +32 3 777 75 55 if you want an urgent delivery. You can also contact us by e-mail at [email protected]

     

  • Which postal service will deliver my parcel?

    We currently only work with bpost, they will deliver your order at home.

    Of course, you are also free to pick up your order yourself in our shop or to use a transport service to deliver your package on an independent basis.

  • Can I return my order?

    Yes, you can exchange or return a product within 14 days of receipt, and this according to the European right of withdrawal. The shipping costs for returning goods are to be borne by the customer. (Does not apply to goods that have been used or damaged. Goods whose packaging is soiled, written on or damaged cannot be returned.)

  • My received product(s) is (are) broken, can I return it / them?

    If you have received a damaged or broken product, report this immediately on the document to be signed for and give your shipment as 'refused' to the carrier. If the damage is not immediately visible upon receipt, please inform us of this at [email protected]. Mention your customer number, invoice number and article number. Describe exactly what the problem is and, if possible, include some photos. Our customer service will take up the matter and work with you to find a solution.

  • When will I get my money back after returning my order?

    Once we have received your returned products and they meet our return conditions, we will credit the amount to your account.

  • How long do I have warranty on a product?

    You have a legal guarantee of 2 years on all products except lamps and batteries. Some manufacturers have a longer guarantee period which we will, of course, translate to you as a customer.

  • What is lighting advice?

    The essence of lighting is creating the right atmosphere with the right light source, light beam and intensity. So lighting is about much more than just hanging lamps. Do you want to create a certain atmosphere or do you have a large project? Call on our expert advice to obtain a personalised lighting solution.

  • Is lighting advice free of charge?

    Yes and no, We charge an amount per hour. (Contact us for the current rates) This amount is deducted from the purchase of the mutually agreed offer or, if an offer cannot be made immediately, from the purchase of the drawn light points.

  • How much are the shipping costs?

    For orders below €121 to be delivered in Belgium we charge €9 handling and shipping costs. This includes VAT. For products over 30 kg the shipping costs will be recalculated.

    For shipping costs outside of Belgium, you may always ask for the postage without obligation.

  • Technical questions

    You can also contact us for short technical questions. If you have not yet purchased the goods to which the questions relate and these questions take up more than 2 minutes, we will be obliged to switch to the light advice tariff.

  • How do dimmers work?

    Dimmers allow you to control the light intensity yourself. They create a unique atmosphere in the room that you can adjust according to your mood. In addition, you also save energy by dimming a lamp. Win-win!

  • Are LED lamps environmentally friendly?

    LED lighting is the best choice for anyone who consciously wants to minimise their ecological footprint. LED lighting is fully recyclable and lasts longer. In addition, it does not contain any harmful substances (such as mercury, which is present in fluorescent tubes) and you use less energy with LED lighting.

  • What is light colour or colour temperature?

    Light colour is expressed in Kelvin and is also sometimes called colour temperature. You can choose from various colour temperatures to create different atmospheres. You have very warm light (1700K - 3300K) good for a cosy atmosphere and cool light (3400K - 5000K) good for general lighting.

    In addition, in the better LED lighting, you can also apply dim-to-warm or tunable white.

    Dim-to-warm, also called warm-dim and abbreviated to DTW, is what you get when you turn your lamp to a lower intensity when dimming and it also becomes more yellow. The effect of a setting sun. The higher the sun is, the higher the colour temperature. When the sun sets, the sky will also become more yellow and the lower the Kelvin value will be. With Tunable White, e.g. the designation 1800K - 6500K TW, at full intensity you can decide for yourself how yellow or how white your light is. This is separate from the RGB, RGBW or RGB-WW LED lighting that is often used in LED strips.

  • How do I connect current-controlled spots?

    You must be extremely careful when connecting current-controlled spotlights. Never connect a LED to the power supply when it is under voltage. When you put a led power supply under voltage and the led is connected, the led itself will draw its voltage/current, also called Forward Voltage, from the power supply. If you connect a current-powered LED to a LED power supply that is already live, it is going to give its full power, in this case forward voltage, and cause the LED to flash/flash, making it broken and ready for the trash. Of course you can replace it. It is best not to do this to avoid unnecessary costs.