Frequently asked questions (54)

Order process
Can I place an order over the phone?

We cannot take orders by phone for privacy reasons. You can only order online.

I want to cancel my order. Is this possible?

Once we have received the payment for your order and your order is in stock, cancellation is no longer possible. Your order will be processed immediately. If (part of) your order is not in stock, we can still cancel (part of) your order.

Is it possible to fill in a different invoice address?

You can fill in a different invoice address and delivery address in our order form.

Do you offer discounts for companies who want to place an order on your website?

Since we offer free shipping, a lowest price guarantee and we can ship most items from stock, we cannot give any discounts. Both private customers and business customers follow the same ordering and payment methods.

Can I put in a purchase order as a company?

Both private customers and business customers follow the same ordering and payment methods. If you are not able to put in your order online, we can place the order for you. In this case we need your invoice address, delivery address and a list with the amounts of item numbers you need. We will then place the order for you and you will receive a proforma invoice by e-mail. Your order will be processed after we have received your payment.

Can I get a discount on my order?

We have fixed low prices on all of our items. We also have a lowest price guarantee and we do not charge any shipping costs. For these reasons, we cannot give discounts on orders.

Returns
The item I ordered does not meet my expectations. How can I return it?

You can send the item back to us in its original packaging and in its original condition. Please fill in the return form or make a note with your order number and put this is the box. The shipping costs are for your own account. You can use any parcel delivery service you want. You can send the parcel(s) to:

Rietveld Licht en Wonen (Lumidora)
Nieuwland Parc 6
2952 DA Alblasserdam
The Netherlands

How do I return a defective or broken item?

If you received a defected or broken item, please contact our Service Team (en@lumidora.com or +31 184 421965). Please describe the problem as clearly as possible and send pictures if possible. Our Service Team will make sure your problem gets solved and will decide what measures need to be taken.

If the product is faulty or damaged, Lumidora has the right to replace or repair the product before a refund is in place.

The return shipping costs linked to the repair or replacement of a faulty item are for the account of Lumidora.com only if the complaint is valid and you have contacted our Customer Service. We refund shipping costs up to £23,00 per parcel. If you cannot find a courier for this amount or less, we can have the parcel(s) collected at your address by DPD.

If you decide not to accept the solution offered by Lumidora, you can return the product on your own cost. In this case, you can follow our standard returns procedure.

How much shipping costs do I have to pay for a return?

How much shipping costs you have to pay depends on the dimensions of the parcel(s) and how many parcels your return consists of. If you want to be sure, you can contact us before placing your order to ask in how many boxes your order will be shipped and what the dimensions of the boxes are. You can then inform with your parcel delivery service how much a return to our address would cost.

The return shipping costs linked to the repair or replacement of a faulty item are for the account of Lumidora.com only if the complaint is valid and you have contacted our Customer Service. We refund shipping costs up to £23,00 per parcel. If you cannot find a courier for this amount or less, we can have the parcel(s) collected at your address by DPD.

When do I get a refund after a return?

If we have received your return in good condition, the purchase amount will be refunded within 4 working days. If we do not have your bank details that we need for the refund, we will first e-mail you to ask for your bank details.

Is it possible to exchange an item for another item?

We can only refund the purchase amount after receiving a return in good condition. You can place a new order on our website for the item that you want instead of the returned item.

Showroom
Do you have a store or showroom?

We have a store/showroom in The Netherlands. You can find our address on our website. Most of our items can be viewed in the showroom. For each item on our website we have indicated whether or not it can be viewed in the showroom. You can also find the stock for the showroom with each item.

When is your showroom opened?

Our showroom is opened from Monday to Saturday from 9:00 AM to 5:30 PM. On Thursday the store is opened until 9:00 PM. The store is closed on Sunday.

How can I pay in the showroom?

You can pay cash or with a Dutch debit card or creditcard.

Payment
Where can I find my invoice?

You will receive your invoice by e-mail. Once you have placed your order online, you will receive an e-mail that contains your invoice in .PDF format. The invoice will not be included in the parcel.

When do I have to pay for my order?

Your order will be processed after we have received your payment. Please note that a payment by bank transfer might take a couple of days to be processed. Items are only reserved for you after we have received your payment.

How can I pay for my order?

You can pay by Creditcard, PayPal or bank transfer. If you pay by creditcard or by PayPal, we will receive your payment almost immediately after you have completed your order. Bank transfers take longer to process. Please note that items are not reserved for you until we have received your payment.

I want to pay by creditcard, but I am redirected to the PayPal website.

PayPal is the website that takes care of the creditcard payments for us. You do not need a PayPal account. You can continue your creditcard payment without logging in to PayPal.

Delivery
Can I choose a delivery date?

At the moment it is not possible to choose a delivery date for delivery to the UK. The shipping times can vary a little from 2 to 4 working days. You will, however, receive a Track & Trace link by e-mail with which you can follow your parcel. You will be notified by our courier about the expected delivery time.

Do I receive a notification when my order has been shipped?

We will send you a Track & Trace e-mail once your order has been dispatched. If you have not received a Track & Trace link, please contact our Service Team.

Do I get a Track & Trace link to track my parcel(s)?

We will send you a Track & Trace e-mail once your order has been dispatched.

Which parcel delivery service do you use?

Most of our parcels are delivered by DPD. If the item that you ordered has very large dimensions, we will ship it with DHL.

How much shipping costs do I have to pay?

We do not charge any shipping costs for delivery to the UK (excl. islands). We also have free delivery to The Netherlands, Belgium, Germany, France, Luxembourg, Czech Reupublic, Austria and Spain. We do not ship to islands of these countries.

What happens if I am not present when the parcel is being delivered?

If you are not present at the delivery address when your parcel is being delivered, the courier will try to deliver the parcel at your neighbours or he will deliver it to the closest Pickup Parcelshop. Your Track & Trace page will show where the parcel has been delivered and you will also get a notification from DPD. If the parcel has been delivered to a Pickup Parcelshop, it will be there at your disposal for 7 days. You can pick it up with a valid ID and the parcel label number. If you do not collect the parcel within a week, it will be returned to us. In that case we consider the parcel refused and we will deduct the return shipping costs from the following refund.

Where can I find the nearest Pickup Parcelshop?

On www.dpd.co.uk, you can fill in your postcode or town to find the nearest Pickup Parcelshop.

I have a complaint about the delivery of my order. Whom can I contact?

If you have a complaint about the delivery of your parcel by the courier, you can contat us. We will then forward your complaint to DPD/DHL and - if necessary - solve the problem for you.

Lumidora cannot be held liable for any inconvenience or costs that is caused by unforeseen circumstances during transport or by mistakes by the courier. For instance: if you have hired an electrician for a certain date and your order is not delivered on the expected date, we cannot be held liable for the costs.
In case of a damaged item, we are of course more than willing to solve the problem for you.

Service and Terms & Conditions
I have a question or complaint. What can I do?

If you have a question or a complaint, please contact our Service Team at en@lumidora.com or +31(0)184-421965.

How can I contact Lumidora?

You can contact us by phone or by e-mail.
Phone: (0031)(0)184-421965
E-mail: en@lumidora.com
You can reach us from Monday to Friday 9:00 AM to 5:00 PM (Dutch timezone).

I have received the wrong item. What can I do?

Please contact our Service Team if you have received an incorrect item. Our Service Team will make sure that you receive the correct item as soon as possible.

Please do note that some item numbers - starting with a 3 - consist of two separate item numbers. These are the so called combination items. Please take a look at your invoice to see of what items your combination item consists to check if you did receive the correct item.

The return shipping costs linked to the replacement of a wrong delivery are for the account of Lumidora.com only if you have contacted our Customer Service about it. We refund shipping costs up to £23,00 per parcel. If you cannot find a courier for this amount or less, we can have the parcel(s) collected at your address by DPD.

I received a broken or defected item. What can I do?

If you received a broken or defected item, please contact our Service Team. If the item is broken, please also send us a picture showing the damage with reference to your order number.
If the item is defected it might not be possible to photograph the problem. In that case, please send us an e-mail or contact us by phone and describe the problem as accurately as possible.
Our Service Team will make sure that the problem gets solved as soon as possible. As a company, Lumidora has the right to repair or replace the item before a refund is an option.

The return shipping costs linked to the repair or replacement of a faulty item are for the account of Lumidora.com only if the complaint is valid and you have contacted our Customer Service. We refund shipping costs up to £23,00 per parcel. If you cannot find a courier for this amount or less, we can have the parcel(s) collected at your address by DPD.

I am missing part of my order. What can I do?

Sometimes an order gets shipped in multiple parcels. In this case, one or more parcels might still be on their way to you. You can check your Track & Trace page to see if your order consists of multiple parcels.
If you did receive all parcels but not all items, please contact our Service Team and they will make sure that you will receive all items as soon as possible.

How long does the warranty apply to my purchase?

You have a two year warranty on all your purchases, starting on the day you receive your items. You have half a year warranty on bulbs. The warranty does not apply to glass parts and batteries.

My item has gone faulty within the warranty period. What can I do?

Please contact our Service Team if you are experiencing any problems with your item within the warranty period. We will solve your problem as quickly as we can.

Can you install the lights for me at my house?

We cannot install the lights for you, unfortunately. Of course you can always contact us if you have any questions about installing your lamp.

How does your Lowest Price Guarantee work?

If you have purchased an item from our webshop and you find the exact same item somehere else for a lower price, you can notify us within a month after receiving your item. We will then refund the difference in price.

General questions about lighting
What does Kelvin mean?

Kelvin indicates the light colour of a bulb. For example, 2700 Kelvin indicates a warm white light colour. The lower the amount of Kelvin (for example 2200 Kelvin), the warmer the light colour. The higher the amount of Kelvin (for example 4000 Kelvin), the cooler the light colour.

What does lumen mean?

The amount of Lumens indicates the light output of a bulb. You can roughly keep off the last digit to compare the light output to an incandescent bulb. For example: a 772 Lumens bulb compares to an incandescent bulb of roughly 77 Watt.

What does IP rating mean?

The term 'IP rating' is used to indicate the waterproofness of an electrical device. An IP rating consists of two numbers, e.g. IP65. The first number (in this case 6) indicates the resistance to dust. The second number (in this case 5) indicates the resistence to water. The most used IP ratings in lighting are IP20 (dust proof), IP44 (splash waterproof, suitable for the area around a bath or shower cabin) and IP65 (water jets proof).

What IP rating does a bathroom light need?

If you buy a bathroom light, you want to be sure that it is waterproof. The IP rating indicates the level of waterproofness of a light. An IP rating consists of two numbers. The first one indicates the dust resistance and the second one indicates the water resistance. For example: IP65 means a water resistance rating of 5.

A bathroom is divided into several zones:

Zone 1 - directly above a bath tub or in a shower cabin. Recommended IP rating: at least IP65.
Zone 2 - within a range of 60 centimeter around a bath tub, shower cabin or sink. Recommended IP rating: IP44.
Zone 3 - all other parts of the bathroom. No IP rating needed. All lights on our website that are categorized under 'bathroom lights' but do not have an IP rating are suitable for zone 3.

Lights that can be used in the bathroom are located under 'bathroom lights' on our website. If a light will be installed in zone 1 or 2, please pay extra attention to the IP rating.

Which IP rating does an outdoor lamp need?

If you use a garden light, you want to be sure that it is waterproof. To indicate how waterproof a light is, an IP rating is used. An IP rating consists of two numbers, e.g. IP65. The first number (in this case 6) indicates the resistance to dust. The second number (in this case 5) indicates the resistence to water. Use the following guidelines outside:

- If you are using a ceiling light under a roof, the minimal IP rating you need is IP23.
- If you are placing a wall lamp on an outdoor wall, the minimal IP rating you need is IP44.
- If you are using ground spotlights, the minimal IP rating you need is IP67.

How do I take care of my stainless steel outdoor lights?

Stainless steel is - unlike the name suggests - not entirely stain-less. When dirt like dust, bird droppings, grass or insects get on the material, it blocks the oxygen flow to the material and cause corrosion. You can prevent this by regularly cleansing your outdoor lights with a soft cloth and warm water. If some corrosion already formed, you can remove it with a special stainless steel cleanser.

How do I take care of my aluminium outdoor lights?

Aluminium is a material that is often used in outdoor lights, because it is very waterproof. If dirt (dust, exhaust fumes, bird droppings, grass et cetera) gets on the aluminium, the aluminium cannot 'breathe' anymore and will start to oxidate. White oxidation spots will start to show on the material, which is normal and can be resolved by cleaning the aluminium with a soft cloth and cleaning vinegar.
The oxidation is merely a cosmetic problem and will not affect the quality of the material.

Stock
The stock is insufficient for my order. Is it possible for me to place my order anyway?

If an item is temporarily out of stock, the expected delivery date will be indicated on the item page. You can order the item ahead. It will be reserved for you when we get it back in stock. You will receive an e-mail when the item is dispatched.

I cannot select the amount of items that I want.

If you can only select a limited amount of items, it means that the item is about to be sold out and not come back in stock again. We only have the limited amount that you can select left. These are the very last items that we have.

The item that I want to order is not in stock. I don't want to order ahead, but I do want to be notified when the item is back in stock.

If you don't want to order ahead, but you do want to know when an item is back in stock, you can fill in your e-mail address on the product page in the field that says: Would you like to receive an e-mail when this item is back in stock? Please leave your e-mail address below. You will receive an e-mail once the item is back in stock.

The webshop stock is insufficient, but there are items available in your store/showroom. Can I order the items that are available in your store/showroom?

The stock for our webshop is located in another location than the stock for our store. The stock for our store is for the store only. When an item is almost sold out - and it will not come back in stock - and there are only a few items left in our store, we could transfer the stock from one location to the other. If you want us to arrange this for you, please contact our Service Team.

The delivery of my order has been delayed.

Unfortunately, due to unforeseen circumstances during the production process or during transportation of the products to our warehouse, a delay in the delivery of your order can occur. We always try to communicate with our customers about the lead times as best as we can.

All delivery times as mentioned on our website are indications and Lumidora cannot be held liable for any costs resulting from a delay in these delivery times.

Problem checklist
My E27/E14 bulb does not work. What can I do?

If an E27/E14 bulb does not function, it could be caused by a bad contact between the lamp holder and the bulb. The metal parts in the lamp holder can be bent slightly so that they will make contact with the bulb again.

My Philips G9 bulbs do not fit.

The G9 bulbs of Philips deviate from the standard G9 bulbs. This is why they possibly do not fit into your lamp. Philips has also chosen to make their G9 bulbs into a spotlight with a narrow light beam angle. Our G9 fixtures are made for bulbs that have lighting all around and not just upwards. We hope Philips will solve this problem of their otherwise high quality bulbs.

Contact details
What is Lumidora's return address?

Our return address is:

Lumidora (Rietveld Licht)
Nieuwland Parc 6
2952 DA
Alblasserdam
The Netherlands

What is the address of Lumidora's showroom?

Lumidora is the international brand name of Rietveld Licht en Wonen. The showroom of Rietveld Licht en Wonen is located in The Netherlands. The address is:

Lelystraat 120
3364 AJ
Sliedrecht

Opening hours:

Monday: 1 PM - 5:30 PM
Tuesday: 9 AM - 5:30 PM
Wednesday: 9 AM - 5:30 PM
Thursday: 9 AM - 9 PM
Friday: 9 AM - 5:30 PM
Saturday: 9 AM - 5:30 PM

You are welcome to stop by if you are ever in the area!

What is Lumidora's IBAN (bank account) number?

Our IBAN (International Bank Account Number) is NL22RABO0139850961
BIC code: RABONL2U
Rabobank, Papendrecht, The Netherlands

If you transfer an amount to our account, please refer to your order number.

Further contact information

Rietveld Licht | Lumidora
CoC number: 80475760
VAT number: NL8616.85.234.B.01

How does a twilight switch work?

A twilight switch reacts to darkness and light. A light with a twilight switch will turn off when it gets light and turn on when it gets dark.
We also sell bulbs with an incorporated twilight switch, so that you don't need an external twilight sensor.