Frequently Asked Questions - FAQRead more...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 call us on +45 44 44 62 44 or send us an e-mail at info@AndLight.co.uk, and we’ll get back to you as soon as we can. Order On top of the page, in the middle, you will find a search box. Type in words like “Caboche” or “PH pendant” and the products matching the typed words will pop up. In the top bar, you can search for specific lamp types. For example, click on the Table Lamp illustration and all table lamps will show. Hereafter, you can specify your search criteria through the filter. Here you can sort by manufactures, sizes, price, and if the product is in stock. When you order products, we can only withdraw the amount approved by you, when placing the order. Thus, we are not able to add further products to your order, and therefore you will have to place a new order to do so. Though, if your order has not been sent yet, we might be able to send your orders in one delivery, so you receive them at the same time. Yes, with the exception of a few, we are able to order almost all lamps from all our manufactures. Send us an e-mail at info@AndLight.co.uk or call us at +45 44 44 62 44, and we’ll quickly be able to tell you if we can order your wished lamp. Shipping costs We offer free shipping in all of Europe*. No matter how much (or little) you shop for, or how big or heavy the package is. You always have the opportunity to track your order. Once it has left AndLight, you will be able to track your order through a Track & Trace number sent to your e-mail. All packages outside Denmark are sent with UPS. Delivery If the product is in stock, we deliver in all of Europe within 2-5 business days. I haven't received my package - what do I do? Once your order has left AndLight, you will be able to track your order through a Track & Trace number sent to your e-mail. Through this number, you can track exactly where your package is. Our customer service is always ready to help you, call us at +45 44 44 62 44 or send us an e-mail at info@AndLight.co.uk, if you have any questions. If UPS has stopped by to deliver your package, but you weren’t home, they will send you an e-mail where you can select and schedule a new appointment of delivery or they deliver to the nearest pick-up point. You will be notified any way. We always check all our dispatches twice, but of course, we, too, make mistakes. If you’re missing a products, contact us right away, and we will send missing products as soon as possible. I’ve received a wrong lamp, what do I do now?We always check all our dispatches twice, but of course, we, too, make mistakes. If you’ve received a different lamp than the one you ordered, contact us right away, and we will send the right lamp as soon as possible, and cover return expenses for the wrong lamp. We kindly ask you to check the packaging for potential damage before signing, when you receive a package from AndLight. If there seem to be damage on the package, make sure you note the consignment note “Damaged package” or “Received with reservations”. After this, receive the package and save the receipt. If your luck runs out, and there’s not only damage on the package, but the product, too, is damaged, contact AndLight right away and inform us about it. Have your order number ready and remember to save all the wrapping/package for damage documentation. Notification of damage has to be reported within 24 hours of reception in order to make sure the carrier does not reject the case. PaymentOnline you can pay with following methods:
 We will not withdraw the amount of your order from your account until the items are being sent. There can never be withdrawn a larger amount than the amount you have approved when purchasing. OffersWe do not exactly have sales as we like to offer great prices all year. You can see all our fantastic offers under the sales section right here. At AndLight we are always working on making it cheapest and easiest for you. If you need an offer or you’ve seen your dream lamp cheaper somewhere else, then feel free to apply for a special offer. It is not every time we are able to make it cheaper, but we will always try. Bringing great offers is in our DNA, and therefore you will be able to shop designer lamps with a discount of 10-30%. To apply for a special offer, simply click the “Apply for offer” button below. Apply for offer Returns You can return products within 14 days after receiving the product. We need to receive written notice about the return at info@AndLight.co.uk. After we have received the product in unused and re-saleable condition, you will be given a full refund by the same method as your original payment. The packaging, too, needs to be 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. Notice that return costs are self-payed as we do not offer free returns unless the item is faulty. To receive a full refund, you are allowed to try the product, but applying and installation of the lamp is regarded as actual use. Returns are sent to: AndLight c/o H+H Logistik Kirstinehoej 13 2770 Kastrup Denmark We do not receive packages sent Collect on Delivery (COD). The right to cancel does not incur on products purchased by companies or public institutions. At AndLight we give you the offer of buying 365 days right to return. Only available alongside the purchase you wish to have 365 days of return, which means that you cannot order it subsequently. If you return the product within 14 days you receive full refund, if returned after the 14 days, we offer an exchange or gift card. The return criteria are the same is normal returns. The price is 7€. Claims and guaranteeWe strive to process your claim application within a week from receiving your form. Please keep the product and packaging in its original state and in your possession, unless informed otherwise. If the right of return has expired, we cannot guarantee that you can return the product for refund. In this case, the manufacturer will provide a replacement product instead. Our claim process includes an assessment from the manufacturer, who is usually able to fix technical issues, without exchanging the product entirely. Furthermore, it differs whether the manufacturer needs the claimed product in return, so please keep the product and packaging in your possession, until informed otherwise. If your lamp has a freight damage, we will replace the lamp for you as quickly as possible and claim the product with the freight company. We might ask you for additional pictures of the package. If the lamp is not in stock, we will order it with the manufacturer and send it to you as quickly as possible. It is important that you keep the product and packaging, since it might be necessary for the courier to inspect the package. We always do whatever we can to answer all queries in time, however, delays may occur. If you are missing an update on your case after a week, you are welcome to call us in order to be informed. Claim procedure
In some cases, we can offer a price reduction, instead of a replacement product. NewsletterYou can sign up for our newsletter right here. Sign up for the newsletter and make sure you receive great offers, exciting news and relevant information regarding the purchase of your next lamp. The sign up brings great advantage like:
To make sure you receive our newsletter correctly, add AndLight as a secure sender in your mail system. This will make sure our newsletter reaches your inbox (and not your spam filter!) and all pictures and text will be shown right away. Our newsletter is not meant to spam our customers with offers etc., which is why we only send it out every 3 or 4 weeks. The newsletter will have useful information and articles about trends, new products, and guides. Send us an e-mail at info@AndLight.co.uk and simply write that you’d like to change e-mail. Remember to write your old e-mail and your new one and we’ll change it so you can keep receiving our exciting newsletter. You unsubscribe in the bottom of the newsletter received in your inbox. . Your security AndLight is certified by Trustpilot. This gives you, as a customer, the highest security of safe service at DesigLighting. This regards technical aspects such as encryption of payment data and use of personal information, but also regards business and commercial aspects to secure your right of return and cancellation, claims, etc.
We take the protection of your personal data very seriously. Gift wrappingSorry, we do not gift wrap the lamps. Many of the packages are pretty un-handy, and therefore very hard to gift wrap. But we do wrap the products in an extra layer of cardboard to make sure the product is not damaged on its way to your home. |
