Frequently Asked Questions - FAQ

At AndLight, we specialise in high-quality lighting solutions from a wide range of renowned brands. In addition to lighting, we offer an extensive selection of furniture and home décor, allowing you to find complementary pieces to complete your home.

Every product we sell is a genuine, original item sourced directly in partnership with the brand.

All our lamps are fitted with a standard EU plug, which is the most commonly used socket across Europe. Unfortunately, we are unable to supply lamps with alternative plugs, nor do we sell or provide adaptors. However, adaptors for your local plug type can easily be purchased at hardware shops etc. in your country.

We also provide spare parts for a selected range of brands. You can explore our available spare parts here.

It depends on the lamp:

• If the lamp has a built-in light source, it is always included.
• If the manufacturer includes bulbs with the lamp, this will be stated in the product description at the bottom of the product page.
• If nothing is mentioned, the lamp does not come with a bulb or light source. However, we do sell bulbs separately, so you can find the perfect match for your lamp. Our recommended bulbs for a given lamp are listed on the product page. Find the bulb you need here.

How to place an order at Andlight:

1. Find Your Product: Use the search bar at the top of the website to find the product(s) you’re looking for.

2. Add to Basket: Once you’ve selected a product, click “Add to basket” on the product page.

• If you’re purchasing a lamp without built-in bulbs, you’ll have the option to add a compatible bulb to your order. After adding to your basket, you can either “Continue shopping” or “Go to basket.”
• If you’re buying a lamp with a built-in LED, or purchasing furniture or home décor items, you can access your basket by clicking the icon in the top right corner of the website.

3. Review Your Basket: Go to your basket and confirm that it contains all the items you wish to purchase.

4. Proceed to Checkout: When your basket is complete, click “Proceed to checkout” and enter your personal information.

• Here, you can create an account by adding a password under “Save your details for next time“.

5. Select Delivery and Payment Options: Choose your preferred delivery and payment methods available for you.

6. Agree to Terms: Before completing your purchase, you’ll need to agree to our terms and conditions. Then, click “Pay securely now” to proceed to payment.

7. Order Confirmation: Shortly after completing your order, you will receive an order confirmation by email.

Note: If you’re buying a lamp without built-in bulbs, remember to add a bulb to your basket, as our lamps do not include bulbs unless specified. Find the bulb you need here.
If you receive a bulb without having added it to your order, it has been provided directly by the manufacturer, and AndLight is not responsible for this bulb.

You should always receive an order confirmation shortly after placing your order.

If you haven’t received one, it could be due to an incorrect or misspelled email address, or the order confirmation may have landed in your spam folder.
Please check your spam folder first; if it’s not there, feel free to contact our customer service for assistance.

Our warehouse operates automatically and begins processing your order as soon as we receive it. Once processing has started, we are unable to make any changes to your order. However, if processing has not yet begun, you can email us at info@andlight.co.uk with your request, and we will do our best to accommodate any changes.

Yes, in most cases, we can order products from the brands we carry, even if they’re not displayed on our website, as long as the retail price (RRP) is above 500 DKK. This also includes certain spare parts not listed on our site.

Simply email us at info@andlight.co.uk or call us at +45 44 44 62 44 , and we’ll be happy to check availability for your requested product or spare part.

At AndLight, we are very proud of the beautiful products that we are allowed to present from our suppliers. Many of the most beautiful designer products are handcrafted, and some manufacturers also follow a 'made to order' approach, meaning the product is only created after it has been purchased. This ensures sustainable production and that your product will be manufactured with great care and calm.

Of course, we always try to have bestsellers from these brands in stock, so you do not have to wait long for your product.

If the product is made to order, this will reflect the delivery time on the given product.

If you have ordered a product made from natural materials such as marble, leather, sheepskin, wood, or other similar materials, please be aware that variations in appearance are normal. These materials often feature unique patterns, textures, and colors that are part of their natural beauty.

While we strive to represent our products as accurately as possible, each piece made from natural materials is one of a kind. This means there may be slight differences in color, grain, or pattern compared to the product images on our website.

When you buy products made from natural materials, you are sure to receive a unique-looking product.

All of our manufacturers should include either an installation guide or assembly instructions in the box with your product. If not, you can contact us or the manufacturer yourself for guidance.

Additionally, we strive to provide up-to-date instructions and data sheets from the manufacturer on the product pages at AndLight. You can find these details in the product information section at the bottom of each product page.

Depending on the product and its size, you may need to assemble it upon arrival.

If your purchased product is a lamp that requires installation, we always recommend hiring a certified electrician to ensure safe and proper installation after assembly.

We ship to most parts of Europe. If you can’t find your country listed on any of our local sites:

• www.andlight.dk
• www.andlight.no
• www.andlight.se
• www.andlight.nl
• www.andlight.be
• www.andlight.pl
• www.andlight.fr
• www.andlight.de
• www.andlight.at
• www.andlight.ch
• www.andlight.fi
• www.andlight.hr
• www.andlight.co.uk
• www.andlight.it
• www.andlight.es

or at check-out on our www.andlight.com , please reach out to us at info@andlight.co.uk or call +45 44 44 62 44 , and we’ll confirm if delivery is available to your location.

If you need your order shipped to Greenland, the Faroe Islands, or Iceland, you will need to arrange the shipment yourself from our warehouse.

Our warehouse operates automatically and begins processing your order as soon as we receive it. Once processing has started, we are unable to make any changes to your order.

However, if processing has not yet begun, you can email us at info@andlight.co.uk with your request, and we will do our best to accommodate any changes. Requests to change addresses, emails, phone numbers, or other details must be made via email to avoid misunderstandings or misspellings.

At AndLight, we always offer at least one free shipping option to most of Europe. If you prefer a different delivery method than the free one, you can almost always choose another for an additional fee, depending on your location.

We ship to most parts of Europe. If you can’t find your country listed on any of our local sites:

• www.andlight.dk
• www.andlight.no
• www.andlight.se
• www.andlight.nl
• www.andlight.be
• www.andlight.pl
• www.andlight.fr
• www.andlight.de
• www.andlight.at
• www.andlight.ch
• www.andlight.fi
• www.andlight.hr
• www.andlight.co.uk
• www.andlight.it
• www.andlight.es

or at check-out on our www.andlight.com , please reach out to us at info@andlight.co.uk or call +45 44 44 62 44 , and we’ll confirm if delivery is available to your location.

If you need your order shipped to Greenland, the Faroe Islands, or Iceland, you will need to arrange the shipment yourself from our warehouse.

Products of a certain size can only be shipped via pallet, and this will be indicated when you select your delivery method at checkout.

You can see the final cost of your shipment at check-out.

Yes, you can track your order as soon as it leaves AndLight’s warehouse in Denmark.

Right after leaving our warehouse, you’ll receive an email with a Track & Trace number that allows you to monitor your package’s journey, with the chosen courier company, all the way to you.

Please note that the tracking link may take a couple of days to become active. If it hasn’t started working after 3 days, feel free to reach out to us.

All our sent packages are secured; in that way, you have no risks of losing anything.

At Andlight we work with different courier companies:

• PostNord
• Bring
• FedEx
• DHL

At checkout, you will be able to see which courier company will be delivering to your location.

The delivery time depends on the stock status of the products you’ve ordered.

You can find the expected delivery estimate for each product on its respective product page, like so:

Please note that delivery times may vary significantly depending on the manufacturer. Therefore, you should always be aware of the expected delivery time on the product page. AndLight does not take responsibility for delays and potential costs following delays.

Also note that delivery times may vary during peak season, bank holidays, and vacation periods.

• If the product is in stock, you will receive an email with the expected delivery time immediately after your order confirmation.
• If the product is out of stock, you will receive an email letting you know that we’ve ordered it from the manufacturer. Once we have an update from the manufacturer, we will send you the revised delivery information.

Once your order has left AndLight’s warehouse, you’ll receive an email with a Track & Trace number, so you can track exactly where your package is with the chosen courier company.

NOTE, If your order has been sent in more than one shipment, the email will contain more than one Track & Trace number.

We encourage you to be patient with the updates on the courier company’s tracking site, as it sometimes can take some time for them to update the location of the package. If you have waited for more than 3 days for it to work, please contact us.

When placing your order, you can choose between parcel shop delivery or home delivery with different courier companies, depending on your preference and location.

For larger items, we only offer curbside delivery via PostNord or FedEx, with no carry-up service. This will be clearly indicated during checkout if it applies to your order.

We encourage you to be patient with the updates on the courier company’s tracking site, as it sometimes can take some time for them to update the location of the package. If you have waited for more than 3 days for it to work, please contact us.

At checkout, you’ll see all available delivery options specific to your order.

If you are picking up your package at a parcel shop, you should always have some valid ID with you. This is to ensure that the package does not end up with the wrong person. If your package exceeds the days it can stay at the parcel shop, it will be returned to AndLight. If a package is returned to us unclaimed, we will of course contact you and find a solution.

Please note that shipping companies may deliver your order to a different parcel shop than the one you have chosen if there is a lack of space at the chosen parcel shop.

At Andlight we work with different courier companies:

• PostNord
• Bring
• FedEx
• DHL

If you cannot track your order with the Track & Trace number sent to your email after the order has left our warehouse, we encourage you to be patient with the updates on the courier company’s tracking site, as it sometimes can take some time for them to update the location of the package. If you have waited for more than 3 days for it to work, please contact us.

Please note that the courier companies may deliver your order to a different parcel shop than the one you have chosen if there is a lack of space at the chosen parcel shop.

If you are having problems locating your package, our customer service is always ready to help you on +45 44 44 62 44 or send us an email at info@andlight.co.uk if you have any questions regarding your delivery.

If you are not home at the time of delivery of your package, the courier company will contact you with further information. In some cases, the courier may attempt another delivery on a different day.

You will be contacted, either via email or phone, with further information on how to retrieve your package. If you have any questions or need assistance, feel free to contact our customer service.

Your package will typically be held at the parcel shop for 7 to 14 days, depending on the courier and the specific parcel shop. Usually you can see the exact timeframe in the delivery information from the courier company. For further details about the pickup time, please contact the courier company directly.

If you do not pick up the package within the allotted time, it will be returned to AndLight. Once we receive the package, we will contact you to arrange whether you would like it to be reshipped or cancelled.

If your ordered product is too large for regular shipment, it will be delivered on a pallet.

Products of a certain size can only be shipped via pallet, and this will be indicated when you select your delivery method at checkout.

Please note that all pallet deliveries are made to the curbside, and there is no carry-up service provided.

The freight company handling pallet deliveries is DACHSER, who will contact you in advance to arrange the delivery date and provide further details.

At AndLight, we always check our packages twice before we send them off. And, if the products you have ordered exceed the measurements of one package, we could have sent your order in several packages. Then you will have received several Track & Trace numbers in your tracking mail.
Make sure all packages have been delivered to your address or picked up at your chosen parcel shop.

However, errors may occur, and we would very much like to correct these errors as soon as possible, so if you are missing a product, please contact us as soon as possible on +45 44 44 62 44 or email us at info@andlight.co.uk.

Errors can occur, and we would very much like to correct these errors as soon as possible, so if you have received a wrong product, please contact us as soon as possible on +45 44 44 62 44 or email us at info@andlight.co.uk. Then we will send the right product to you as soon as possible and a return label, so you can easily and quickly replace the product.

If possible, before signing for the package at your home, we ask you to check the packaging for potential damage. After this, receive the package, open the package, and make sure the products are intact.

If your luck runs out and there is not only damage on the package but also the product is damaged, contact AndLight right away and inform us about it. Please have your order number ready, and remember to save all the wrapping/packaging for damage documentation.

Contact us by email at: claim@andlight.dk .

Important: Please note that notification of damage has to be reported within 24 hours of reception in order to make sure the carrier does not reject the case. Unfortunately, it may be difficult for us to assist if the damage is not reported within this timeframe.

Unless otherwise agreed, the goods are dispatched at DAP Incoterms 2010 terms.

If you’ve ordered multiple products and some are in stock while others are not, we can offer part-delivery. This means that we can ship the products already in stock and await the ones not in stock.

Check your order confirmation to see if some products are in stock. If you’d like to request a part-delivery, please contact us at +45 44 44 62 44 or send us an email at info@andlight.co.uk with your order number and let us know that you want your order to be part-delivered.

Only at the time when the ordered goods have come into the possession of the buyer does the risk that the ordered goods perish or be damaged due to accidental circumstances pass to the buyer.

Unless otherwise agreed, the goods are dispatched at DAP Incoterms 2010 terms.

At AndLight, you can pay with the following methods:

• VISA (no payment fees)
• MasterCard, Visa Electron (0,00 EUR+ 1,25%)
• Maestro, JCB (0,00 EUR + 3,75 %)
• Payment through bank transfer (no payment fees)

There are added fees when paying with a credit card. The fees are informed in the brackets. These fees are not added by AndLight but by the companies behind the credit cards.

We will not withdraw the amount of your order from your account until the items are being shipped. There can never be withdrawn a larger amount than the amount you have approved when purchasing.

We will not withdraw the amount of your order from your account until the items are being shipped.

There can never be withdrawn a larger amount than the amount you have approved when purchasing.

If you have chosen Bank Transfer as your preferred payment method, you should receive an email containing our bank details.

If you have not received it, you can find the details here:

AndLight's Bank Information

• Payee: Royal Design Group
• VAT nr.: SE556573-242601
• Bank: Danske Bank
• Account Nr.: 35013725
• Sort Code: 30-12-81

NOTE: It is important that you include your order number when making the bank transfer.
This will allow us to match the payment with your order as quickly as possible.
Once the payment has been received, you will get an email confirming the payment.

Our warehouse operates automatically and begins processing your order as soon as we receive it. Once processing has started, we are unable to cancel your order.

However, if your order is out of stock and processing has not yet begun, you contact our customer service with your cancellation request, and we will do our best to accommodate your request.

If you have ordered more than one item, and our warehouse has not begun to process your order, you are able to cancel parts of your order.

If you wish to do so, please contact our customer service at info@andlight.co.uk or by phone on +45 44 44 62 44 .

At AndLight, we offer a 365-day return policy, meaning you can return your order within 365 days of receiving it.

Please note that AndLight does not cover the cost of return. You, as the customer, are responsible for arranging and covering the cost of return shipping.

The products must be unused, in original packaging, and in original condition as when they were delivered. You cannot return orders where the products have been installed or where the original packaging is missing.

NOTE If you, as a customer, have not packaged the return products correctly or in any other way have not acted in accordance with our terms, we can use the option to refund a smaller amount than the return amount.

We will issue a refund within 20 days of receiving and inspecting the returned product. You can read our terms for return here.

AndLight does not cover the cost of return. You, as the customer, are responsible for arranging and covering the cost of return shipping.

All returns must be sent to our warehouse at:

Royal Design Group AB
Porfyrvägen 2
Returavdelningen Gate 1
38237 NYBRO
Sweden

Please include the order number in the package and make sure the package is secure during transportation.

Please ensure that the products are unused, in their original packaging, and in the same condition as when they were delivered. Returns cannot be accepted for items that have been installed or if the original packaging is missing.

You can read more about how and where to return on our return page here.

NOTE If you have received your order on a pallet, it is important that you also return it by pallet.

IMPORTANT: We do not accept packages sent to parcel shops. If you arrange the return shipping yourself, remember to include delivery to a private address. We do not accept packages sent by cash on delivery.

If you want to cancel your purchase after the product has been dispatched by pallet shipping and refuse receipt of this pallet, we reserve the right to refund 100 EUR less than the return amount to cover already incurred shipping costs.

Read the tips for return before placing your return

• Read our terms and conditions, as returns must be in accordance with these.
• Include the order number in the return package for faster processing; e.g. you can print your order confirmation or write it on a piece of paper.
• Please only use tape on top of the original tape to not ruin the original packaging.
• Place return labels on top of the original shipping label.
• Do not write on the original packaging.
• Please include all parts when returning a product, including screws, wires, warranty certificate, assembly instructions, etc.
• Pack your return products safely in their original packaging so that the products are in the same original condition as when they were delivered to you.
• If you have received your product on a pallet, please also return it to AndLight on a pallet.
• If you arrange the return shipping yourself, remember to include delivery to a private address. We do not pick up packages delivered to parcel shops.
• If you arrange the return shipping yourself, please keep your receipt and tracking number so you can track the return package.
• If your received goods are defective or in other ways insufficient, please contact our claim support as soon as possible at claim@andlight.dk with photo documentation and order number. You can read more about our claim process here.

When you shop at AndLight, you of course have a 24-month right to make a complaint. This means that you can either have the item repaired, exchanged, the money back, or a reduction in the price, depending on the specific situation. This, of course, requires that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damaging behaviour.

Complaints must be made within a reasonable time after you have discovered the defect in the item. If a complaint is made within two months after the defect is discovered, the complaint will always be timely.

If you want to make a complaint about your product, do the following:

• Use our complaint form to inform us about the problem. You can find it here.
• Await assessment from our Claims Manager who will inform you of the further process.
• If or when the claim is approved, you will receive the compensation as agreed.

At AndLight, we love offering great deals to our customers. Offering discounts is in our DNA, so you can often expect 10-20% off* on designer products. We aim to make quality and design more affordable for our customers, so you can trust that at AndLight, you’ll always find a combination of great discounts and high-quality products.

Apply for the offer and submit your quotation request. It’s quick and easy, and we’ll respond within 48 hours.

If the product you’ve chosen isn’t currently on sale, or if you’ve found it cheaper elsewhere, feel free to use our price match feature. However, we do not always have the opportunity to make it cheaper, but we will always try.
Find our “Live Price Match” on the product page for the product you want to price match.

If you have received a volume discount and then return part of the purchase, the condition for receiving a volume discount is no longer met. You will not be entitled to the value of the discount on the remaining purchase that you choose to keep.

*Our discounts are applied to the RRP (Recommended Retail Price), not the sale price.

If you have a valid discount code for AndLight, you can apply it in the basket just before check-out.
Simply enter the code in the “Discount Code” field and click “Submit” to activate it.
The discount will be applied to your order total.

If you are looking for an online B2B one-stop-shop, an interior project facilitator, or a specialised platform with employee benefits, please visit our AndLight Contract page.

Alternatively, you can contact us directly at contract@andlight.dk for more information.

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You are always welcome to visit our beautiful showroom at:

Nelson Mandelas Allé 16
2450, Copenhagen SV
Denmark

Here you can explore a wide selection of the products and brands available on our website.

Please note that not all of our products are displayed at the showroom.

Also, our showroom does not carry stock. While we can assist you in placing an online order from the showroom, we do not have items available for immediate purchase at the location.

Unfortunately, we don’t have a showroom outside Copenhagen, but if you are located in Denmark, you should definitely drop by. If you're outside Denmark and need assistance or guidance, we're happy to help you via phone or email.

Our showroom does not carry stock. While we can assist you in placing an online order from the showroom, we do not have items available for immediate purchase at the location.

Yes, shopping online at AndLight is safe and secure. We are certified by Trustpilot, ensuring high standards in customer service and security. This certification covers both technical safeguards, such as payment encryption and data privacy, as well as consumer protections, including your right to return, cancellation, and claim resolution.

We offer a variety of secure payment options, including VISA, MasterCard, Visa Electron, Maestro, JCB, and bank transfer. All payments are processed through encrypted SSL connections, so your payment and personal information remain confidential and fully protected. AndLight does not access or store your card information.

When you pay with a card online, you also benefit from additional protections:

• Refunds if a product isn’t delivered.
• Coverage if you exercise your right of withdrawal.
• Refunds if unauthorized charges occur.

If you have any questions about the safety of shopping with us, please contact us at +45 44 44 62 44 or email us at info@andlight.co.uk.

We take the protection of your personal data very seriously.

To sign an agreement with us, we need the following information: Name, Address, phone number, and e-mail address. We need this information in order to deliver the product to you. The personal data is registered at AndLight.co.uk (AndLight, Nelson Mandelas Allé 16, 2450 Copenhagen SV).

The information is kept for five years where after it is deleted. We secure that the information collected through our website is collected with your submission of expressed consent. Like this, you are informed about the exact information we collect and why. We do not store information encrypt and we do not transmit customer information encrypted.

Your information regarding your name, address, phone number, etc. is treated confidentially and is used to dispatch your order. Legislative requirements of business community’s financial statements imply that we store your personal data for five years.

AndLight is responsible for the handling of personal data. Personal information is kept by AndLight and saved in a database on a secured server unreachable online. AndLight use logs for statistical purposes. These data do not contain personal information. We do not pass on personal information to third parties. According to the law regarding handling of personal data, you have the right of insight into and objection to information that are related to you. AndLight makes use of log statistics. This means that we for example use the statistics to examine what products sell the best.

When placing an order with AndLight, you have the option to create a password linked to your email. This will set up an account for you, making it easier to log in for future purchases with your information securely saved.

Your AndLight account is used primarily to store your order history for quick access and reference.

You can also choose to create an account here at any time.

AndLight is a part of Royal Design, which operates under Story House Egmont. Story House Egmont is a leading media group with a strong presence in the Nordic region, specialising in publishing, digital services, and e-commerce. As part of this larger network, AndLight benefits from the shared values of quality, innovation, and customer focus, ensuring a seamless shopping experience and access to premium lighting designs.

Together with Royal Design, Rum21, and Bagaren och Kocken, AndLight belongs to Egmont Nordic Living - a portfolio of e-commerce lifestyle brands under Story House Egmont.

Which shipping company will deliver our order?

At AndLight, we work with different courier companies including PostNord, Bring, FedEx and DHL, depending on your location. You will be informed of the chosen courier when you place your order.

Do I receive tracking information?

Right after your order has left our warehouse, you’ll receive an email with the tracking information that allows you to monitor your package’s journey with the chosen courier company, all the way to you.

Can I arrange shipping myself?

Yes, no problem! Send an email to our team and agree on the details.

Can I arrange pick-up?

Pick-up can be arranged. Pick-up takes place from our warehouse in Nybro, Sverige.

When do I have to pay?

As soon as we receive your payment, we will start processing your order. Before receiving payment, the order will just be pending.

Which payment methods can I use?

You can pay for your order by credit card or bank transfer.

There is no right of return or exchange for B2B customers or other contract purchases.

How do I receive an offer?

At AndLight we take pride in providing the best service possible. Contact us at contract@andlight.dk and we will be happy to learn more about your project so that we can advise you in the best possible way and offer you the best price.

Is the offer binding?

Of course, the offer is not binding.