FAQ

 

Orders

How to place an online order?

Ordering is simple! Simply choose your favourite products, add them to your shopping cart and click “checkout” to place your total order. If you already have an account, you can log in for a faster order procedure. If you do not have an account yet, you can easily make one.

How can I pay?

Orders can be placed online with Visa, MasterCard, American Express, Bancontact, Maestro, Sofort, through the large Dutch and Belgian banks, iDeal (for our Dutch customers), giropay (for our German customers) and PayPal.

Will I receive a confirmation email after placing my order?

You will receive an email as soon as we have received your order. You will also receive an email when we have received your payment and when your order ships from our warehouse.

How can I change or cancel my order?

Please check your order confirmation immediately when receiving it and check the details of your order. As long as it has not been processed you can still change or cancel your order by contacting our customer service by email at support@lovalight.com as soon as possible (on the condition that the ordered product is part of our assortment and is shown on a Lovalight product page). We may be able to comply with your request free of charge. If you want to cancel your order but the package is already on its way, do not accept delivery. I you do accept delivery, you will have to pay the return costs.

Returns

When can I back out of a purchase?

You have the right to back out of a purchase within 14 days of delivery of the product. For this end, you only have to send your cancellation in writing (by post, by e-mail) before the expiration of the return period. You can take back the products without extra administrative costs if they are part of our assortment, if they are unused and undamaged and packed in the original, undamaged product box. Please insure the return, in case the goods or the packaging are damaged during transport. Returns are only possible with our explicit, preceding permission in writing. The only costs that must be born by the customer are the direct costs for returning the product (shipping costs) to our return address in Belgium. In the following two cases, however, Lovalight, and not the customer, will pay the return costs: if the delivered product or the service provided does not meet its description; and if Lovalight has not performed its duty to inform the customer about the product before or after making the deal.

How can I back out of a purchase?

To back out of a purchase you must inform us by e-mail or by post that you wish to return the bought products, indicating name, contact information, invoice number and account number (in the case of an account number outside of Belgium, with mention of the IBAN number and the BIC/SWIFT code), and this within 14 days of delivery of the product. If you have received a faulty product, you should contact us within 6 days. The product must be returned within 14 days after having informed us of your decision to revoke the order. When we have received the return products, we will verify that they meet the requirements of our return policy. If the products meet the return requirements, you are entitled to a refund.

What if I have received my order and one or more items are damaged?

Please check the content of the package when receiving your order. If the packaging (or its content) is damaged, you should make a written statement on the consignment note of the transport company when you sign for receipt. If you do not, we cannot guarantee a replacement or reimbursement. If one or more items are damaged, contact our customer service within 6 days of delivery through our Contact page or by sending an email to support@lovalight.com. Hold on to the original packaging, the package material and all documents that were in the package. We also advise you to send us, if possible, a digital picture of the damaged packaging and/or products. If the product has technical damage that is not visibly noticeable, you should contact us within 14 days. A customer service advisor will gladly help you.

Please click here for more information on our return policy.

Shipping

What are the shipping costs?

Shipping to Belgium, the Netherlands and Luxembourg costs €9. If the total amount of your order is €50 or more (VAT excluded), shipping is free.

For all other countries we ship to, you can find shipping costs here.

When will my order be shipped?

The delivery time of each product is shown on its product page in our webshop. Most products available in our web shop have a delivery time of approximately 3 weeks.

To which destinations does Lovalight ship?

We ship to Belgium, Denmark, Germany, Finland, France, Greece, Great Britain, Ireland, Italy, Luxembourg, Monaco, the Netherlands, Norway, Austria, Portugal, Spain, Sweden and Switzerland.

Warranty

What is the warranty period?

The default warranty period amounts to 2 years for the light fittings (not for the light sources).

How do I use the warranty?

In order to be able to use the warranty, the customer must return the product completely tot Lovalight, including all documentation and all accessories, and in the original packaging. Therefore it is important that you hold on to the original packaging during the whole warranty period. Certain conditions must be met in order to be able to claim the warranty. For more information on our warranty policy, please check our General terms and conditions.

Other questions

What are reward points?

When you subscribe, you will receive 5 Reward Points (with a total value of € 5 → 1 RP= € 1). For every friend you invite and who places a paid order with us, you will receive 5 RP (total value € 5). During your checkout you can trade these points for a discount on your order.

Where can I get press information?

All questions and requests concerning information for the press can best be sent to support@lovalight.com.

Why do I need to hold on to the transport box and the original packaging?

You may need the transport box in order to return a product that was delivered broken. You can throw the box away as soon as you are sure that nothing is wrong with the delivery. You may need the original packaging if you want to be able to claim the warranty. You should hold on to it untill the warranty period has expired.

Safety and privacy policy

Are online transactions via Lovalight secure?

With Lovalight, your data is in safe hands. Your credit card data will be sent through a ‘secure server protocol’ that encrypts all your personal and credit card data. We outsource the processing of the credit card data to Ogone, a security and fraud solution for online payments. Lovalight does not save your credit card data, it is not even accessible to us. Our server and our network are protected against unauthorized access by firewalls and we have detection systems at our disposal that detect (attempts at) unauthorized access and misuse of our servers. This means that shopping with us is safe.

What does Lovalight do with my personal data?

We need your email address to send you an order confirmation and to contact you, when necessary, about your order. Rest assured, only authorized co-workers have access to your personal information and only to carry out the work related to our services. Business systems and procedures implemented by us safeguard the personal data provided to us. Consequently, your data is safe with us. For further information, please read our Privacy policy.