You can reach us by email: info@lux-lights.nl. We aim to respond within 48 hours.

Our customer service is available Monday to Friday from 9:00 AM to 5:00 PM.

You can find all our policy documents at the bottom of the website:

• Shipping Policy
  
• Returns Policy
  
• General terms and conditions
  
• Privacy Policy

Select the product you want, add it to your shopping cart and follow the steps in the ordering process.

After completion, you will automatically receive an order confirmation by email.

This is possible as long as your order has not yet been processed or shipped.

Please contact us as soon as possible at info@lux-lights.nl, stating your order number.

Please check your spam or junk mail folder first.

If you don't see the confirmation there, please contact us. There may have been a typo in your email address.

Orders via the webshop are exclusively intended for private individuals.

VAT invoices are only issued for business custom orders requested by email.

You can pay securely via iDEAL, Bancontact, Credit Card, PayPal or Apple Pay .

All payments are processed via a secure SSL connection .

Yes, payment afterwards is possible via PayPal or credit card.

Check if the amount has been debited. If not, try the payment again.

Has the amount been debited but you have not received confirmation?

Please contact us and we will check the payment for you.

Yes. Our website uses SSL security (https) and we do not store any payment information.

Payments are processed entirely through certified payment providers.

• Free shipping on orders over €50
  
• For orders under €50 we charge €4.95 shipping costs

We process orders within 24 hours (on working days).

The average delivery time within Europe is 3–5 working days after dispatch.

During busy periods (such as holidays) this may take up to 8–12 working days .

We mainly work with PostNL, DHL and DPD for fast and reliable delivery.

Once your order has been shipped, you will receive a Track & Trace code by email.

You can easily track your package via this link.

You can follow the journey of your order live via our Tracking Tool on the website.

Enter your email address, order number or Track & Trace number to immediately see the current status.

The tool is updated daily.

Please check your Track & Trace first.

If you haven't received an update or received a delivery after 5 business days , please contact info@lux-lights.nl .

Take clear photos of the packaging and the product within 48 hours of receipt and send them to info@lux-lights.nl .

We will immediately provide a suitable solution or replacement.

Yes, you can choose insured shipping for €2.95 during checkout.

Your order is then insured up to €500 against loss, theft or damage during transport.

Yes, we ship throughout Europe. Shipping costs and delivery times may vary by country.

Yes. You have a 14-day reflection period from the day of receipt.

Register your return via info@lux-lights.nl to receive the return address and return form.

After registration you will receive a return form by email.

This form must be included with your return shipment. We cannot process your return without it.

Yes, you will be responsible for the return costs unless the product is defective or incorrectly delivered .

Once we have received and inspected your return, the purchase amount will be refunded within 14 days .

Yes, you can exchange a product within the 14-day period.

Please indicate in your return notification that you wish to exchange and which product you wish to receive.

Lux Lights offers a 1-year manufacturer's warranty on fixtures, adapters, and drivers, unless otherwise stated.

In addition, the statutory warranty always applies: a product must do what you expect from it.

• Damage due to incorrect use or installation
  
• Use outside product specifications (such as incorrect dimmer or outdoor use of IP20 products)
  
• Normal wear and tear or user damage

Send an email to info@lux-lights.nl with your order number, a description of the problem and clear photos.

We offer a suitable solution.

In most cases you will receive an update or replacement product within 5 business days .

We always strive for a fast and customer-friendly handling.

No, the vases and accessories in the photos are for decoration purposes only and are not included.

Each product indicates whether it is dimmable. Always use a suitable LED dimmer to prevent damage.

• IP20 – suitable for indoor use only
  
• IP44 – splash-proof, suitable for covered outdoor locations
  
• IP65 – completely waterproof, suitable for outdoor use in rainy conditions

For some products, adapters, cables or remote controls are available separately.

Please contact us for availability.

Yes, all our products comply with European CE safety standards .

Average 25,000 to 50,000 hours of burning time , depending on use and ambient temperature.

Check that you are using a suitable power supply or dimmer and that the voltage matches the product specifications.

If the problem persists, please send us photos or a short video. We're happy to help.

We ship directly from the supplier or our secondary warehouse to reduce transportation and CO₂ emissions.

Yes. We reuse packaging materials wherever possible and choose recycled or recyclable materials.

Absolutely! Our boxes and packing materials are 100% recyclable through regular paper and plastic waste.

To limit transport and waste, we sometimes ship directly from the supplier.

You may then receive multiple packages with separate Track & Trace codes.