Question 1

Where do you deliver and at what price?

Accepted Answer

We ship worldwide at different rates. For full details on shipping and delivery, please refer to our shipping information page.

Please note that some large or bulky items have boxes that may be out of size for regular shipments. These orders are shipped by a special carrier depending on the destination. We will contact you once we have processed your order regarding the delivery of these items, as we may need to ask you to pay a surcharge for this shipment. At that time, you can decide to pay this surcharge or cancel your order. Unfortunately, it is impossible for us to communicate this extra cost in advance at this stage, as it depends heavily on the exact dimensions of the lamp box as well as the exact destination. The additional cost will be defined once we have the box in front of us and have found the most cost-effective solution. We thank you for your understanding.

Question 2

I am missing part of my order. What now?

Accepted Answer

To ensure that part of your order has not been received, we recommend that you check the points below:

• Have you checked all "track & trace" codes? Sometimes we send multiple packages per order with different tracking codes. It is also possible that one package takes a day longer than the others.
• We send multiple products in one box. That is why it may be better for your products to be in a single box. Have you already checked if the missing product is not in another product's box?

Checked everything and still haven't found it? Sorry! Please contact our customer advice service and we will help you.

Question 3

When will I receive my order?

Accepted Answer

First of all
Please check the delivery time of the product you ordered first. You can find this on the product page, and on the confirmation email. This time is different for each brand, and it also depends on whether or not we have the item in stock.

If the item was not in stock, the status of your order will change to "on order to supplier" and remain so until we have received it and it is shipped to you the next business day.

If you bought an item in stock, it will normally be shipped to you the next business day.

Track & Trace
You can find the tracking code in the shipping confirmation in your email.

Delivery Details
If you have received the tracking code but the item has still not arrived after a week, please check if the delivery address, postal code and house number you entered are correct. You can find this information in your order confirmation as well as on the "track & trace" page.

Mailbox
Maybe you received a card from the carrier? In that case, the package was delivered to neighbors or is at a pick-up location.

Still not clear? Please contact our support.

Question 4

What should I do if the expected delivery time has passed?

Accepted Answer

We display the expected delivery time on the product page, in your shopping cart and in your order confirmation email. If we didn't have your items in stock, we have to order them from the brand, and unfortunately sometimes they are delayed.

This can have several causes. If this is the case for you, please contact our customer service. We will go directly to the supplier and inform you about it.

Question 5

My order arrived damaged, what to do?

Accepted Answer

We are sorry if your order arrived broken or damaged! Despite our best efforts, it can happen that a product gets damaged before or during delivery.

It is important to inspect your items carefully upon arrival and immediately notify the carrier if there is obvious damage to the packaging.

You must also notify LampTwist of any damage within 72 hours of delivery. You can do this via our contact form. This will not affect your warranty, but it will help us to make a claim against the supplier or carrier. To help us resolve the issue quickly, please provide photos of the damage, packaging and shipping label.

Please do not return the damaged item without coordination with our staff. We will arrange for its return.

Question 6

When can I expect the refund?

Accepted Answer

After receiving the product in our warehouse, the amount you paid (including any shipping costs) will be refunded to your account as soon as possible. The purchase amount will be refunded within 14 days at the latest in the same way you paid.

Question 7

When will I receive my invoice?

Accepted Answer

We will send you the invoice by email as soon as your order has been shipped from our warehouse. Did not receive an invoice? It is then possible that your mail program blocks this attachment. Please contact our support to receive your invoice.

Question 8

How can I pay?

Accepted Answer

Currently, we offer the following payment methods:

• MasterCard
• Visa
• Maestro
• Bancontact
• iDeal
• PayPal
• ING Home'Pay - Belfius - KBC/CBC
• SOFORT
• Bank transfer

Please note that in the case of a bank transfer, we will only ship or order when we have received the money.

Question 9

Can I cancel my order?

Accepted Answer

Any order placed on our site is considered final once payment has been validated. Any cancellation of an order before delivery is not possible, unless agreed otherwise between the parties. However, if you are not satisfied with your order once you have received the products, you can, in accordance with our return policy, return them to us within thirty days of receipt.

Question 10

Can I get advice on products?

Accepted Answer

Of course! You can always contact us for a no-obligation appointment by phone/in our store/virtual.

We can then help you with any questions you may have about a product, or if you have trouble choosing which lamp to place where.

Question 11

I am active in the interior world, can I place an order with a discount?

Accepted Answer

If you are an architect (interior) or an electrician and you want to place an order with an additional B2B discount, it is certainly possible.

The intention is to engage in a long-term collaboration. We also have many brands that are not (yet) online, so do not hesitate to contact us.

Question 12

How can I order without VAT?

Accepted Answer

From the European Union

We are a Belgian company, so if you have a company with a VAT number outside of Belgium, you do not have to pay VAT.

Simply place your order online and, when entering your address, you can also enter your company name and VAT number. The system will recognize it and deduct the VAT immediately. This will appear in the next step.

Please note that we use VIES, the official tool of the European Commission, to check if your VAT number is valid or not. You can check for yourself if what you entered on our website is valid on VIES. Don't forget to indicate the necessary country codes!

Outside the European Union

If you are an individual outside the EU zone, you do not have to pay VAT. In this case, after entering your address, it will deduct the VAT from the total amount.

Question 13

How do I know if the product is in stock?

Accepted Answer

On the product page you are looking for, you can see if it is in stock. You will find the information above the orange add to cart button.

If we do not have the product in stock in our warehouse, you will also see the expected delivery time and we will order the product for you from the supplier.

Is the product in stock? Then we normally ship it the next business day.

Question 14

How can I return my order?

Accepted Answer

If you want to return an item, don't forget to check our 'returns' page where you will find all the important information.

To return something, please follow these steps:

1. Visit LampTwist Return Portal
2. Enter your order number (which always starts with an S, for example S0001) or your tracking code, as well as your postal code
3. Select the items you want to return
4. Choose the reason for the return and if you want an exchange or a refund
5. Choose the pickup point where you want to bring this item
6. Download the return label and stick it on the original packaging
7. Return the item intact in its original packaging. Do not write on the original box and do not stick shipping stickers on it
8. Return costs will be deducted from the refundable amount.

If you wish to exchange an order, please inform us. We can then order any other desired products from the supplier.

Note that this is only possible for EU countries.

For returns outside the EU, you can return them to our warehouse address at your expense and prepaid. Otherwise, we will not be able to accept the return of the lamp. Our return address is as follows:

LampTwist
Rue du mont d'Orcq 16
7503 Froyennes
Belgium

Question 15

Do I have to pay to return my order?

Accepted Answer

We understand that sometimes a product may not meet your expectations. If you need to return an item, please note that return shipping costs will be borne by the customer. We believe in sustainability and strive to minimize the environmental impact of our activities. As part of this effort, we ask our customers to bear the return costs.

See our 'Returns' page for more information on returns and return costs.

Please note that for returns outside the EU, return costs and any import duties are your responsibility.

Question 16

How long do I have to return?

Accepted Answer

Legally, when you order a product online, you have 14 days to think about it. At LampTwist, this period is 30 days so you can check if the product fits into your interior and meets your expectations. The reflection period starts from the moment you receive your order.

Even if you had reservations after that, we wouldn't be so difficult. So don't hesitate to contact us, we are friendly people ;-)

Question 17

What happens if my product stops working?

Accepted Answer

Is your product damaged, is the item no longer working as it should, or is it broken after the 30-day exchange period has expired? If so, we will not exchange the product for you immediately, but we will first present it to the supplier or manufacturer of the product.

Contact us specifying the product and giving a clear description of the complaint. Send clear photos of the product, damages and the problem. Can't capture the problem on photo? Make a video and send it to us. Some products have a serial number. It can be found on the socket or at the bottom of a lamp, for example. If you have found this information, please send it as well.

With this information, we submit a warranty claim to the supplier. We will keep you informed.

Professional B2B lighting FAQ

Delivery