Frequently Asked Questions (FAQ)

Here you can find answers to frequently asked questions. If you still cannot find an answer to your question, you can get in touch with us at any time using the contact form.

How can I get samples of patterns and materials?

We are happy to send you up to 5 fabric samples, to avoid any uncertainties about colours.  The fabric samples should help you get a better idea about colours and patterns. You can find more information by following the fabric samples link below on our website.

Can I also get a sample lamp on inspection?

Yes, on payment of a deposit, you can get a sample lampshade on inspection.  Please get in touch with our Customer Service department, either by telephone or e-mail.

I have received a faulty product. How can I exchange it?

Every criticism gives us an opportunity to improve something. Our Customer Service department is happy to help you with your order. You can reach us by ringing the German number 030 52651911 (standard rates for your telephone contract) Monday to Friday from 10.00 to 18.00. You can also use our contact form, which you can find under “Customer Service” on our website, or write directly to the e-mail address listed there.

Can I place an order by telephone or by e-mail, letter or fax?

Unfortunately we are currently unable to accept orders over the telephone or by e-mail, letter or fax.

How can I cancel / stop an order before it is completed?

Until you have submitted the order, you can remove items at any time from your shopping basket. If you click on “Shopping Basket”, a summary of your shopping basket will be displayed. You can change the quantity of any item in the order by clicking “Amount”. If you would like to remove an item completely from your basket, please just click on the trash icon.

If you have already submitted your order, we can cancel this for you, unless it has already been dispatched.  The best advice to ring our Customer Services department as soon as possible on the German number 030 52651911. Unfortunately, we cannot predict exactly when your order will be dispatched. Your pre-existing cancellation rights are not affected by this.

Can I cancel the order and return the item?

Once you have received a product, you can send it back to us within 14 days, apart from any products which were not pre-fabricated and which were manufactured to your individual specification. Any lights and lampshades which we produce for you to order are excluded from cancellation and exchange.

To return an item please fill in the the return form and simply send this to us by e-amil or post. For this to be processed quickly and smoothly, please contact our Customer Service department, who will make all the necessary arrangements for you. You will have to pay any costs for sending back the item – this is the only way we can offer the best cost-effectiveness. You can find more information about returning products in our general terms and conditions of business.

We will always refund the account from which your payment was taken, which means either your bank account, your credit card or your PayPal account. If this should not be possible, for example if your credit card is no longer valid, we will ask you for an alternative account number.

How can I track my order?

As a registered user you can track the current dispatch status of your order in the “My Account” section.  Here you will find a link to track your order. We will also send you this link in our dispatch confirmation e-mail. Please note:  once we have dispatched your order, it can take up to 24 hours for DHL to activate this link.

How can I contact you directly?

You can fill in our contact form. below on our shop page, under “Customer Services”. 
You can either use this form or contact us using the e-mail address and telephone number listed there.

How much does delivery cost?

We work out delivery costs based on the size and dimensions of your order.  You can find more information in the links below on our website under Delivery and Dispatch Costs

Which forms of payment do you accept?

We can offer you different forms of payment – these are PayPal, SOFORT bank transfer, payment by credit card and standard bank transfer. We reserve the right to refuse some payment methods in some circumstances.

Forgotten password – what should I do?

Have you previously registered for the online shop but have forgotten your password? In this case use the “Forgotten Password?” function in the “My Account” section. Enter your e-mail address in the field provided and confirm using the “Request Password” button. We will send you your new password within a few minutes. For security reasons, when you first register please change the password we sent you to a new password under “My Profile”.

Can I buy securely using the online shop?

Yes.& We are very aware of our responsibilities when collecting and storing customer data. We use an SSL encryption system for the entire order process, which guarantees a high level of security. You can spot an active SSL connection in your browser’s address bar by the HTTPS prefix instead of HTTP. The security of your data is further increased if you pay by credit card using American Express, MasterCard and VisaCard Verified Secure Codes.