Frequently asked questions | Luminesy

Frequently asked questions

Here you’ll hopefully find answers to all of your questions. Whether they’re concerning delivery, wrapping, or how to deal with faulty items. If we’ve missed something, and you can’t seem to find the answer to your question, please send us an e-mail at info@luminesy.com, and we’ll get back to you as soon as we can.

Standard shipping destinations:
We ship to Armenia, Australia, Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Hungary, Hong Kong, Iceland, Israel, Ireland, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, United States of America

Can't find your delivery destination?
Contact us and we will give you a shipping quote to your destination.

Shipping times:
Shipping time vary greatly depending on location and product. Some items we keep in stock, but others are ordered directly from the manufacturer. To get a precise estimate, send us an email at info@luminesy.com and we will get back to you shortly!

Shipping cost:
Orders over 350€ qualify for free shipping within the European Union.
Orders under 350€ will be charged for shipping depending on your chosen delivery method and country. Full price will be displayed at checkout.

You can select your preferred payment method at checkout.

We accept secure payments via Credit Cards, Debit Cards & PayPal.
We also accept offline payments via direct bank wire transfer- if you wish to pay this way, send us an email at info@luminesy.com

Note that additional exchange fee may apply if your currency is other than Euro.

Your 100% satisfaction is important for us. We offer a 14-days Return & Exchange Policy:
For returns, please email info@luminesy.com with the subject 'Returns' and include your order number, name and the reason for the return.

After we have received the product in unused and re-saleable condition, you will be given a full refund minus shipping costs by the same method as your original payment. The packaging needs to be in undamaged condition as it contains important information about the products, which is necessary when re-selling. Do not put tape or other stickers directly on the original package. We emphasize that original and undamaged packaging is of great importance when evaluating if there has been a decrease in value of the product.

Please note that return costs are self-payed as we do not offer free returns unless the item is faulty.

Returns are not elegible for customized one-off orders as well as for orders outside the EU, orders for companies or public institutions.

You can cancel within 24 hours after placing your order (unless the item has already been shipped). After that we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method for the goods.

If you wish to receive an invoice in your email and pay by wire transfer, reach out to our support team at info@luminesy.com

Shipping within the European Union is tax-free.

International taxes might be applied depending on your country's tax policy.

Customs duty is calculated as a percentage of the customs value of the goods:

The customs value is made up of:
the price paid for the goods,
the insurance cost,
the shipping cost.

Please contact your local governing body for more information.

Can you gift wrap my order?

Sorry, we do not gift wrap our orders. Many of the packages are very bulky and therefore very hard to gift wrap.

Why did I only receive a part of my order?

In order to make sure that you receive the goods as quickly as possible, we send the items in stock immediately to you. In the case of those items which have to be ordered at first, you will receive in a separate delivery as soon as these are delivered to us.

Can I view the dispatch status of my order?

Of Course! As soon as we have received your order, you will receive a confirmation email from us. This email will contain your order number which you can use to track your order. In case you have not received this email, let us know at info@luminesy.com

Can a Loyal customer get a discount?

Of course! Here at Luminesy customer loyalty is extremely important to us- if you wish to receive a discount let us know at info@luminesy.com - Our sales team will get back to you shortly with an offer :)

Can I order a product from a brand you sell but is not found on your website?

Yes, we are able to order almost all lamps from our manufacturers. Send us an e-mail at info@luminesy.com and we’ll quickly be able to tell you if we can order your wished lamp.

Should you have any other questions, do not hesitate to contact us at info@luminesy.com

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