Frequently Asked Questions (FAQ)
Here you will find answers to frequently asked questions. In case you still haven't found an answer to your question, you can contact us at any time via the contact form.
SERVICE
How can I order fabric samples and materials?
To avoid color uncertainties, we will be happy to send you up to 5 fabric samples. The fabric samples are intended to give you a better idea of our colors and patterns. You can find more information under the following link: Fabric Samples at the bottom of our page.
Can I also get a sample light for inspection?
Yes it is possible, for a deposit, to receive a sample lamp shade for inspection. Please contact our customer service department, either by phone or email.
Care instructions, cleaning the fabric lampshades
Our lamp shades can be cleaned with a fabric brush or dry cloth. The inside can be wiped with a damp cloth.
Care instructions, cleaning the blender/diffusor
The blender (diffusor), i.e. the lower screen can be easily removed from the lamp and wiped with a damp cloth.
ORDERING & PAYMENT
I received a defective product, how can I exchange it?
Every criticism is also a chance for us to improve our products. Our customer service will be happy to help you with the order in question. You can reach us by phone at +4930 52651911 (chargeable according to your phone contract) Monday to Friday from 10:00 am to 6:00 pm. You can also use our contact form, which you find in the customer service section at the bottom of the page, or you can write directly to the e-mail address given there.
Can I place an order by phone or by e-mail, letter or fax?
Unfortunately, we are currently unable to accept orders placed by telephone or by letter or fax.
How can I cancel an order prematurely?
If you have not yet submitted your order, you can remove items from your shopping cart at any time. If you click the shopping cart button, an overview of your shopping cart will appear. Go to quantity there you can change the quantity of an ordered item. If you want to remove an item from your shopping cart altogether, please click on the recycle bin.
If you have already sent your order, we can cancel it for you if it is not yet prepared for shipping. To do this, it is best to call our customer service immediately at +4930 52651911. When exactly your order will be shipped, unfortunately, cannot be predicted. An existing right of withdrawal remains unaffected.
If you have already sent your order, we can cancel it for you if it is not yet prepared for shipping. To do this, it is best to call our customer service immediately at +4930 52651911. When exactly your order will be shipped, unfortunately, cannot be predicted. An existing right of withdrawal remains unaffected.
Is there an option of withdrawal and return?
After you have received your products, you can return them to us within 14 days, except for goods that are not prefabricated and for the production of which an individual selection was decisive. Our lights and lampshades that we custom make for you based on your order, are excluded from withdrawal and exchange.
For a return, please fill out the sample revocation form and just send it by email or mail to us. For quick and smooth processing, please contact our customer service, which will initiate everything else. The customer bears the direct costs for the return of the goods since only this way we can offer the best price-performance ratio. Please find more information about the return of products in our terms and conditions.
We will always transfer your refund to the account from which you made the payment, i.e. either your bank account, credit card account or PayPal account. If this is not possible in individual cases, for example if your credit card is no longer valid, we will ask you for the account details.
For a return, please fill out the sample revocation form and just send it by email or mail to us. For quick and smooth processing, please contact our customer service, which will initiate everything else. The customer bears the direct costs for the return of the goods since only this way we can offer the best price-performance ratio. Please find more information about the return of products in our terms and conditions.
We will always transfer your refund to the account from which you made the payment, i.e. either your bank account, credit card account or PayPal account. If this is not possible in individual cases, for example if your credit card is no longer valid, we will ask you for the account details.
Where is my order - shipment history?
As a registered user, you can view the current shipment status of your order in the "my account" area. Here you will find a link to the shipment tracking. We will also send you this link in our shipping confirmation email. Please note: After we ship your order, it may take up to 24 hours before DHL activates this link.
How can I contact you directly?
You can access the contact form our store page below, under "Customer Service". You can either use this form or contact us via the email address and phone number provided there.
What are the shipping costs?
Shipping costs are calculated according to the size and volume of your order. You can find more information on the bottom left of our page at delivery and shipping costs.
What payment options are available?
We offer different payment options these are PayPal, SOFORT Überweisung, payment by credit card and bank transfer. We reserve the right not to offer all payment options in individual cases.
Forgotten password, what should I do?
You are already registered in the online store and have forgotten your password? In this case, use the "forgot your password?" function in the "my account" section. Enter your e-mail address in the field provided and confirm by clicking the "request password" button. We will send you your new password within a few minutes. For security reasons, please change the password we sent you to a password of your choice under “my profile” after your first login.
Is shopping in the online store safe?
Yes. We are very aware of our responsibility in storing and collecting customer data. We use an SSL encryption system throughout the entire ordering process, which ensures a high level of security. You can recognize an active SSL connection in the address bar of your browser by a preceding HTTPS instead of HTTP. Also when paying by credit card, the security of your data will be additionally increased by the use of American Express, MasterCard and VisaCard Verified Secure Codes.
TECHNICAL QUESTIONS
Are LED modules replaceable?
LED modules can only be replaced by qualified personnel or by the manufacturer, as the modules are permanently installed and screwed in place.
How long do permanently installed LEDs last (service life)?
Thanks to the latest technology, our LED modules achieve a service life of up to 50,000 hours. The actual lifetime depends on the individual usage time. Example: 50,000 hours results in about 32 years of service life for a weekly lighting period of 30 hours.
Can the cable length of the pendant lights be adjusted later?
Yes, the textile cable of the pendant light can be shortened (please pay attention to the technical standards and regulations). You can also slightly reduce the hanging height of the pendant light by hiding a partial length of the cable in the ceiling canopy.
Are all lights also dimmable?
Yes, all LUCERE lights are dimmable if you use dimmable light sources. All lights with LED modules are always dimmable.
Which dimmers are needed?
Our lights are suitable for leading-edge and trailing-edge phase dimmers, Triac and universal dimmers. We also offer optional lights with DALI, Push and 0-10V dimming. For further questions please contact our service.
Which bulbs are needed?
If you have chosen a light with E27 or E14 socket, you can use conventional LED bulbs. Depending on the version, you will need a dimmable bulb. In the versions with LED module, the bulbs cannot be replaced. With the exception of the lights with LED modules, bulbs are not included in the scope of delivery.