Do you have any questions? Find answers here!
Our shop offers numerous advantages. We have prepared all the information on the tools and functions for you so that you can use them. Find out how you can flexibly customise your customer account and assign roles to your employees. How you can not only keep an overview with practical project lists, but also easily request quotations. Here you will also find all information about ordering, payment and exchanges.
Frequently asked questions about the customer account
Can I change my business address?
Yes, you can change your business address in your account yourself. Once you are logged in, go to your account and select "Address book" from the left-hand menu. Then click on "Change address". Your new address will be taken over immediately.
Can I specify multiple delivery addresses?
Yes, it is possible to store several delivery addresses in your address book. Once you are logged in, go to your account and select "Address book" from the left-hand menu. Then click on "Add address" under delivery address. Your additional address will now be available for selection in the order process.
Can several employees use one account?
Yes, you can create additional employees in your customer account under the menu item "Company users" and define roles at the same time.
How can I delete my customer account?
We will of course delete your data from our system on request. Please send us a message via our contact form.
How can I change my customer data?
To change your customer data, please log in to your customer account. If you want to change your company name and contact details, select "Company profile" from the Menu and change your data. You can change the addresses under the menu item "Address book".
How can I change my password?
To change your password, proceed as follows:
Simply log in via "My customer account".
Tick "Change password" under "Account information" in the menu.
Now enter your old password and the desired new password.
Where can I see my loyalty discount?
As soon as you register as a corporate customer, you are part of our 3-tier loyalty programme. If not previously discussed with one of our employees, you will start as a silver customer. All prices are then automatically displayed with your discount. You can also see this in the matching colours of the prices in silver, gold or platinum.
How can I change my loyalty discount scale?
The loyalty discount scale is based on the frequency and volume of your orders. The change is made manually, so please contact your lighting consultant to discuss a higher discount scale.
Frequently asked questions about project lists & offers
How can I request a quote?
To request a quote, first create a project list in which you collect your items. If you have opened a project list, the "Request quotation" button appears above the list to send information to our lighting experts. They will provide you with a quote within 24 hours and make it available to you in your account.
I am not satisfied with my offer, what can I do?
Please use the comment function below the offer. An employee will get back to you with a change or to contact you directly.
How do I create project lists?
Project lists can be created from various points. The project list icon, which you will always find at the top right next to "Account", will guide you through the entire shop. This means you always have the option of adding items to project lists or creating new project lists.
Frequently asked questions about orders
How can I place an order?
You can place orders in the shop in various ways. To be able to order, you must register as a corporate customer. This way you can see the prices and benefit from discounts.
- Place the desired products in the shopping basket and click on the "Add to basket" button in the window that appears.
- Alternatively, you can use the "Shopping basket" icon in the top right-hand corner of the shop interface after selecting your product.
- Collect products in project lists in your customer account, have a quotation created from the project list and click on "Checkout" after receiving the quotation.
- To place an order even faster, use the "Quick order with article number" option. You can find these in the left-hand menu of your customer account area. Enter the article number and the quantity or a CSV file to shorten the selection process and place the order directly.
From the shopping basket, follow the "Checkout" button. After entering all delivery information, specifying your billing address and selecting the payment option, you complete the order.
How can I track the status of my order?
You can view the status of your order in your customer account under the "Orders" tab.
The details and dispatch status of your order can be found in the overview that opens when you click on the "View" button on your order. As soon as we have handed over your order to the shipping service provider, you can click on the "Track delivery" button in the order details and go directly to our shipping status page, where you can view the status of your delivery.
How can I cancel an item or an order?
Depending on the status of your order, it is of course possible to cancel individual items from your order if the goods have not yet been dispatched or are being prepared for dispatch.
Please inform us of your cancellation request, stating your order number, via our contact form. Our customer service will contact you as soon as possible.
Here you can access our contact form.
How can I change my order?
We attach great importance to the rapid fulfilment of your order. For this reason, it is generally not possible to make any changes to an existing order once you have completed your order. However, as this is time-dependent, please contact us and we will try to accommodate you.
How can I change my delivery address?
We attach great importance to the rapid fulfilment of your order. For this reason, it is unfortunately not usually possible for us to change the delivery address after you have completed your order. However, as this is time-dependent, please contact us and we will try to accommodate you.
How can I change my billing address?
We attach great importance to the rapid fulfilment of your order. For this reason, it is unfortunately not usually possible for us to change the billing address for the relevant order after you have completed it.
However, if a change is essential for you, you have the option of cancelling the current order and placing a new order, stating the new invoice address or the new invoice recipient.
However, the billing address can generally be changed at any time. To do this, go to your customer account and select "Address book" in the menu. Make the desired changes here. This address will then be used as the billing address for the next order.
Where is my order confirmation?
You will receive your order confirmation within a few hours of placing your order to the e-mail address you have provided.
If you have not received a confirmation, please check your spam folder. If you have any questions, please contact our customer service.
How long is the cancellation period for a product?
You can return goods received from us without giving reasons within 50 days of receipt of the goods in full by returning the goods. Please use the "Returns" item in your customer account menu or use our returns portal.
Frequently asked questions about delivery & payment
Can I arrange a partial delivery?
Yes, a partial delivery can be arranged for several items in the order completion. Under delivery options, choose between desired delivery date and partial delivery. If you select partial delivery, you will receive the items according to their availability.
Can I determine the delivery date?
Yes, you can specify the delivery date in the order completion. Here you will find the option "Desired date" under delivery options. Click on the corresponding button to open a calendar in which you can select the desired period. For special delivery requests, please contact your consultant.
Which shipping service provider do you use?
All information about our shipping service providers can be found at Shipping information.
How high are the delivery and shipping costs?
All information about our shipping service providers can be found at Shipping information.
Where is my delivery?
Once your item has been successfully dispatched, you will receive an e-mail with a tracking link. You can use this to find out the current status of your parcel at any time.
You can also check the status of your delivery in your customer account
What does bulky goods surcharge mean?
The transport of bulky and heavy goods causes additional work as they do not go through the normal packaging channels. In some cases, the goods have to be prepared for transport by several employees. A surcharge applies for bulky goods, which is calculated independently of the shipping costs. The bulky goods surcharge is charged once per order containing a bulky goods item. It will also be charged if the order value exceeds the shipping costs limit.\ You can see whether your desired item is a bulky item in your shopping basket or in the product information on the product detail page.
How can I arrange the delivery date with the carrier?
If your order cannot be delivered by parcel service due to its size and weight, we will send it by a forwarding agent. Our service provider will automatically contact you via the telephone number you have provided in order to coordinate the delivery date with you. Please let us know your telephone number.
Can I have goods delivered to a parcel shop?
No. It is not possible for business customers to ship to a parcel shop.
What payment options do I have?
Here you will find all payment methods in the overview.
How do I receive my invoice?
You will receive an invoice by e-mail when the goods are dispatched. Please note that we send you one invoice per delivery and only charge for the items that we send.
You may therefore receive several invoices for partial deliveries.
Where can I find my invoice?
You will receive the invoice after the order has been dispatched to the e-mail address you provided when placing the order.
How is a refund made?
All refunds will be made via the payment method you used when placing the order (e.g. you will always receive the payment to the account from which the transfer was made).
Can I change my payment method at a later date?
It is not possible to change the payment method at a later date.
Why do I receive a reminder despite payment?
There may be various reasons why you receive a reminder despite having made a payment. If you have selected the invoice payment method, please note the payment instructions on the second page of the invoice. Payment must be made to our payment service provider. It is essential that the correct reason for payment is stated so that the bank can allocate the amount correctly.
If you have any questions, please contact our customer service team directly via our contact form. We will be happy to help you.
Why have I not received my order despite payment?
There may be various reasons why you have not yet received your order despite having paid. Please check your order confirmation email first to see whether the delivery date has already been exceeded.
If this is the case, please contact our customer service directly. We will be happy to help you.
Frequently asked questions about returns and complaints
How can I make a complaint about an item?
You can request a returns label via our returns portal and return the item free of charge within the return period of 50 days. Further information can be found under Returns in our online shop.
Please note: If you arrange the return via a shipping service provider of your own choice, we unfortunately cannot refund the transport costs/import duties.
What do I do if an item is defective?
To make a complaint about a damaged item, please use our returns portal. Further information can be found under Returns in our online shop.All products have a warranty period of 12 months.