FAQ

Why haven’t I received an order confirmation?
If you haven’t received an order confirmation by mail, it’s possible that your e-mail address was entered incorrectly. Contact Customer Service – they can quickly make a correction.

When will I be charged for my purchase?
You won’t be charged for your purchase until your order is shipped from our warehouse.

When will my order be delivered?
We deliver world-wide and we ship via Postnord, GLS and DSV. Delivery time depends on delivery address, as well as whether or not the product is in stock in your desired colour/variant. Special orders can increase delivery time – you can find information about expected production time in the individual product descriptions.

If possible, your order will be shipped on the same day you place your order.

Does Lampemesteren.com have a bricks-and-mortar shop?
Yes – we have shop/showrooms in Copenhagen and at our headquarters in Ringkøbing, Denmark.

What if there’s a problem with the product I’ve ordered?
The quickest and easiest way to make a claim is to use the unique order status link you received after you placed your order. Simply click on ‘Claim’ at the bottom of the status page and follow the instructions. When we receive your claim someone from our Customer Service team will process it and contact you as quickly as possible.

1.Put the product into your shopping cart
2.Go to the shopping cart
In step 1 you’ll see a box where you can enter your discount code/gift card
4.Enter the code and click on ‘Update’ to activate it

You can see exactly what to do in the video below:

How do I place an order?
When you have found what you’re looking for…

1) Put the product in your shopping basket by clicking on ‘ADD TO BASKET’. You will see a red bar in the upper right corner of your screen that says ‘BASKET’. Click on ‘GO TO BASKET’ to complete your purchase.

2) Now you have two choices – ‘CONTINUE SHOPPING’ or ‘NEXT STEP’. This is also where you can enter a discount code or use a gift card, choose a shipping method or add comments to your order. Where you’re ready to move on, click on ‘NEXT STEP’.

3) Here you can enter your personal information or log in if you’re already registered as a customer. You can also subscribe to our newsletter or add a different delivery address. In order to continue you need to accept our terms and conditions. (You can read them by clicking on the red link.) Click on ‘NEXT STEP’.

4) Now you have the opportunity to make changes to your billing/delivery address or shipping method. Choose your preferred payment method and click on ‘NEXT STEP’.

5) If you’re paying with a credit or debit card or with PayPal, enter the required information and follow the instructions. When the purchase is completed you see your order confirmation. (If you’re paying via invoice or bank transfer you will proceed directly to the confirmation.)

What if I haven’t found what I’m looking for?
You can search for products in a few different ways:

1) At the top of the page is a search field. There you can search for a specific lamp (‘PH 5’), a style or type (‘outdoor lamps’), a designer or producer (‘Artemide’) or even a colour.

2) In the main menu you will find links to browse our whole selection as well as new arrivals, products on sale, brand, designers as well lots of inspirational suggestions and articles.

3) You’ll often see a search section on the left side of the page where you can filter you search by type, colour, material and much more.

What if I’m still confused?
Contact us at +45 96 750 478 or info@lampemesteren.com – a member of our Customer Service team will be glad to help you out!

How can I pay for my order?
At Lampemesteren.com we accept payment via VISA, VISA Electron, Mastercard, Maestro, JCB and American Express as well as Dankort/eDankort (DK only) and Mobilepay (DK only). We also accept PayPal and bank transfers. You’ll be able to see any relevant payment fees before you confirm your order.

Can I pay when my order is delivered?
No. You have to provide payment information in order to complete your order in our webshop.

Can I place an order by mail or fax?
No. For security reason we cannot accept orders by mail or fax. Our Customer Service team will happily guide you through the process in our webshop, but you will still have to place the actual order yourself.

Is paying online safe?
Absolutely. Because security is a top priority at Lampemesteren.com all communication between cardholders and our payment system takes place over an encrypted SSL (Secure Socket Layer) connection. In other words, only Nets – which collects digital payments on our behalf – has access to your data. All we will see is whether or not your transaction has been approved.

What documentation will I receive?
As soon as you approve your order we will send you an order confirmation listing what you have ordered and paid for. Please save and/or print out this confirmation as it also serves as proof of warranty.

When will my order be delivered?
We deliver world-wide and we ship via Postnord, GLS and DSV. Delivery time depends on delivery address, as well as whether or not the product is in stock in your desired colour/variant. Special orders can increase delivery time – you can find information about expected production time in the individual product descriptions.

Can I have my order delivered to somewhere other than my billing address?
Yes. You have the chance to enter a different delivery address during the ordering process.

Can I change the delivery address after I place my order?
To change the delivery address just use your unique order status link but be aware that you can’t make changes to an order after it has been invoiced.

What happens if my order disappears in transit?
Lampemesteren.com, along with the relevant shipping company, will investigate, which takes three to five days. If your package hasn’t arrived during that time we’ll send you a new one.

What if the packaging is damaged when my order is delivered?
When you receive your order, check for any visible damage. If the packaging is damaged, or if you see any other signs of a defect, either accept delivery subject to any possible damage to the contents of the package or refuse delivery completely and let the shipping company return the package to us.

Can I make a claim for a defective product?
When you shop at Lampemesteren.com you can make a claim about any defects that arise within 24 months from the time of purchase. We will refund the purchase price including shipping costs as long as the claim is approved.

Can I return a product that I’m not satisfied with?
Yes, you can return a product up to 100 days after you receive it and receive a refund for the price of the product minus shipping costs.

When you return a product because you’ve changed your mind, you pay for shipping.

If the product was installed or shows any signs of use, wear-and-tear or damage we reserve the right to reject the return.

I want to return some items, but am located in a non-EU country – How much does the return cost?
EU returns cost 15 € per return label, but you might be charged more in case of pallet- and oversized shipments. Non-EU returns will be charged based on the size of the return parcels or pallets. If the return costs more than 15 € customer service will contact you by email. You are also more than welcome to contact customer service by chat, email info@lampemesteren.com or by phone at +45 96 750 478 for a return quote – please provide your order number.

Find out more about claims here.

Find out more about returns here.

Find out more about refunds here.