Frequently asked questions (49)

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

    • Once we have received your order and your payment and your order is in stock, your order will be processed immediately. This means that orders that are in stock cannot be cancelled. If (part of) your order is not in stock, we can still cancel (part of) your order.

    • 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, Austria and Spain. We do not ship to islands of these countries.

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

    • 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.

    • 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.

    • 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.

    • 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)
      Lelystraat 120
      3364 AJ
      Sliedrecht
      The Netherlands

    • 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.

    • 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.

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

    • 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.

    • 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.

    • 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.

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

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

    • 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.

    • You can pay by Creditcard, PayPal or bank transfer. If you pay by creditcard of 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.

    • 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.

    • 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.

    • 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.

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

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

    • 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 neighbour’s 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.

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

    • 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.

    • If you have a question or a complaint, please contact our Service Team at en@lumidora.com or (0031)(0)184-421965.

    • 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).

    • 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.

    • 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.

    • 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.

    • 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.

    • Please contact our Service Team if you are experiencing any problems with your item within the warranty period.

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

    • 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.

    • 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.

    • 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.

    • 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, up to 225 centimeter from the floor. Necessary IP rating: at least IPX5.
      Zone 2 - within a range of 60 centimeter around a bath tub, shower cabin or washbasin. In height this zone is 75 centimeter above zone 1 (so 225-300 cm from the floor). Necessary IP rating: IPX4.
      Zone 3 - All other parts of the bathroom. Necessary IP rating: IPX1.

      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 and 2, please pay extra attention to the IP rating.
      Some lights do not have an official IP rating, but they do have a waterproof fixture. In the product description will be indicated that they are suitable for in a bathroom except for zone 1 and 2.

    • 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.

    • 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.

    • 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 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.

    • 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.

    • 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.

    • The G9 bulbs of Philips deviate from the standard G9 bulbs. This is why they possibly don’t fit into your lamp. Philips has also chosen to make their G9 bulbs into ‘spotlights’ 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.

    • Our return address is:

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

    • 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!

    • Rietveld Licht en Wonen
      CoC number: 23020244
      VAT number: NL0887.49.885.B.02

    • 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.