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Frequently Asked Questions - FAQ

Here you’ll hopefully find answers to all of your questions. Whether they’re concerning delivery, wrapping, or how to deal with faulty items. If we’ve missed something, and you can’t seem to find the answer to your question, please call us on +45 44 44 62 44 or send us an e-mail at info@andlight.com, and we’ll get back to you as soon as we can.

Order

On top of the page, in the middle, you will find a search box. Type in words like “Caboche” or “PH pendant” and the products matching the typed words will pop up. In the top bar, you can search for specific lamp types. For example, click on the Table Lamp illustration and all table lamps will show. Hereafter, you can specify your search criteria through the filter. Here you can sort by manufactures, sizes, price, and if the product is in stock.
When you order products, we can only withdraw the amount approved by you, when placing the order. Thus, we are not able to add further products to your order, and therefore you will have to place a new order to do so. Though, if your order has not been sent yet, we might be able to send your orders in one delivery, so you receive them at the same time.
Yes, with the exception of a few, we are able to order almost all lamps from all our manufactures. Send us an e-mail at info@andlight.com or call us at +45 44 44 62 44, and we’ll quickly be able to tell you if we can order your wished lamp.

Shipping

We offer free shipping in all of Europe*. No matter how much (or little) you shop for, or how big or heavy the package is.

*Except Iceland and other islands

You always have the opportunity to track your order. Once it has left AndLight, you will be able to track your order through a Track & Trace number sent to your e-mail.
All our sent packages are secured, in that way you have no risks of losing anything.

Levering med UPS

All packages outside Denmark are sent with UPS.

Levering med UPS

Delivery

If the product is in stock, we deliver in all of Europe within 2-5 business days.
If the product is not in stock, you will be able to see the delivery time in the specific product’s page. The delivery time varies a lot due to the different manufactures. Therefore you should be aware of the differences within delivery time. AndLight does not take responsibility for delays and potential costs following delays.

Once your order has left AndLight, you will be able to track your order through a Track & Trace number sent to your e-mail. Through this number, you can track exactly where your package is. Our customer service is always ready to help you, call us at +45 44 44 62 44 or send us an e-mail at info@andlight.com, if you have any questions.
All our sent packages are secured, in that way you have no risks of losing anything.

If UPS has stopped by to deliver your package, but you weren’t home, they will send you an e-mail where you can select and schedule a new appointment of delivery or they deliver to the nearest pick-up point. You will be notified any way.

At AndLight we always check our packages twice before we send them off. However, errors may occur. We would very much like to correct these errors as soon as possible, so if you’re missing a product, please contact us as soon as possible on tel. +45 44 44 62 44 or email: info@andlight.com.

At AndLight we always check our packages twice before we send them off. However, errors may occur. We would very much like to correct these errors as soon as possible, so if you have received a wrong lamp, please contact us as soon as possible on tel. +45 44 44 62 44 or email: info@andlight.com. Then we will send the right lamp to you as soon as possible with a return label, so you can easily and quickly replace the lamps.

We kindly ask you to check the packaging for potential damage before signing, when you receive a package from AndLight. If there seem to be damage on the package, make sure you note the consignment note “Damaged package” or “Received with reservations”. After this, receive the package and save the receipt. If your luck runs out, and there’s not only damage on the package, but the product, too, is damaged, contact AndLight right away and inform us about it. Have your order number ready and remember to save all the wrapping/package for damage documentation. Notification of damage has to be reported within 24 hours of reception in order to make sure the carrier does not reject the case.

Contact us by calling +45 44 44 62 44 or at info@andlight.com.

It should be noted that if the customer gives permission for the delivery company to place the package in case the customer is not home when delivered, matter of dispute regarding the time of damage to the package can occur. We recommend you only choose this option, if it is absolutely necessary or if the ordered lamp is not brittle or fragile designated lamps made of glass or porcelain. I these cases, the product may not be compensated.

Unless otherwise agreed, the goods are dispatched at DAP Incoterms 2010 terms

Only at the time when the ordered goods have come into the possession of the buyer does the risk that the ordered goods perish or be damaged due to accidental circumstances pass to the buyer.

Payment

Online you can pay with following methods:

  • VISA (no payment fees)
  • MasterCard, Visa Electron (0,00 EUR+ 1,25%)
  • Maestro,  JCB (0,00 EUR + 3,75 %)
  • Payment through bank transfer (no payment fees)


In our showroom/warehouse in Copenhagen we accept VISA/Dankort (no payment fees).
There are added fees when paying with a credit card. The fees are informed in the brackets. These fees are not added by AndLight, but by the companies behind the credit cards.
We will not withdraw the amount of your order from your account until the items are being sent. There can never be withdrawn a larger amount than the amount you have approved when purchasing.

Nets
 

We accept all these pay methods

We will not withdraw the amount of your order from your account until the items are being sent. There can never be withdrawn a larger amount than the amount you have approved when purchasing.

Offers

We do not exactly have sales as we like to offer great prices all year. You can see all our fantastic offers under the sales section right here.

At AndLight, we are crazy about making sharp offers. You are therefore always more than welcome to write to us at info@andlight.com, where we can give you a comprehensive offer on the lamps you could wish for.
Giving offers has always been in our DNA and you can therefore often be offered your designer lamp with 10-30 percent. discount. We always want to make it better and cheaper for our customers and you can therefore always be sure that you at AndLight get a combination of good discounts and an assortment of lamps where quality or design is never compromised.

If not exactly the lamp you have chosen is on offer or you have seen it cheaper elsewhere, you are more than welcome to request an offer on info@andlight.com. However, we do not always have the opportunity to make it cheaper, but we will always try.

By pressing the "Apply for offer" button below, you will be redirected directly to the place where you can submit your Quotation Request. It is easy and fast and you will receive a response within 48 hours.

Apply for offer

Returns

You can return products within 14 days after receiving the product. We need to receive written notice about the return at info@andlight.com. After we have received the product in unused and re-saleable condition, you will be given a full refund by the same method as your original payment. The packaging, too, needs to be undamaged condition as it contains important information about the products, which is necessary when re-selling. Do not put tape or other stickers directly on the original package. We emphasize that original and undamaged packaging is of great importance when evaluating if there has been a decrease in value of the product.
Notice that return costs are self-payed as we do not offer free returns unless the item is faulty.

To receive a full refund, you are allowed to try the product, but applying and installation of the lamp is regarded as actual use.

Returns are sent to:
AndLight
c/o TC Logistics
Priorparken 853-855
2605 Broendby
Denmark

We do not receive packages sent Collect on Delivery (COD).

The right to cancel does not incur on products purchased by companies or public institutions.

At AndLight we give you the offer of buying 365 days right to return. Only available alongside the purchase you wish to have 365 days of return, which means that you cannot order it subsequently. If you return the product within 14 days you receive full refund, if returned after the 14 days, we offer an exchange or gift card. The return criteria are the same is normal returns. The price is 10 euros.

Claims and guarantee

When you shop at AndLight, you of course have a 24 month right to make a complaint. This means that you can either have the item repaired, exchanged, the money back, or a reduction in the price, depending on the specific situation. This, of course, requires that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damaging behaviour.

Complaints must be made within a reasonable time after you have discovered the defect in the item. If a complaint is made within two months after the defect is discovered, the complaint will always be timely.

We will reimburse reasonable shipping costs that you may have in connection with the return of the item when the complaint is justified.

If you want to make a complaint about your lamp, do the following:
1. Use our complaint form to inform us about the problem. You can find ithere.
2. Await assessment from our Claims Manager who will inform you of the further process.
3. If the complaint is approved, you will receive a replacement product, a repair, or a reduction in the price.
4. We will send you a replacement product and include a return label so you can send the defective item back to us.

When you return the item, please indicate what is wrong with the item. You can also refer to your correspondence with our Claims Manager.

Note! We do not accept packages sent by post. cash on delivery or similar.

Remember that the item must always be sent back in proper packaging (original packaging is preferred) - Avoid sticking items or writing on the package.

If you have sent an item in for cancellation or complaint, you will always receive an email when we have received the item. In the email, you will receive information about the further process in connection with the processing of your cancellation/complaint.

Newsletter

You can sign up for our newsletter right here.

In our newsletter, we inform you about the latest trends in lighting and design. We give you an insight into what new products have come on the market from our various manufacturers and how these can fit into your home. In addition, we will provide various advice and guidance on how to best decorate your home and install different types of lamps.

You can sign up for the newsletter here.

To make sure you receive our newsletter correctly, add AndLight as a secure sender in your mail system. This will make sure our newsletter reaches your inbox (and not your spam filter!) and all pictures and text will be shown right away.

Our newsletter is not meant to spam our customers with offers etc., which is why we only send it out every 3 or 4 weeks. The newsletter will have useful information and articles about trends, new products, and guides.

Send us an e-mail at info@andlight.com and simply write that you’d like to change e-mail. Remember to write your old e-mail and your new one and we’ll change it so you can keep receiving our exciting newsletter.

You unsubscribe in the bottom of the newsletter received in your inbox.

Showroom

You are more than welcome in our beautiful showroom, at Tømmergravsgade 4B, 2450 Copenhagen SV. Here you can see a wide selection of the many products and brands we have on the website.

Unfortunately, we don’t have a showroom outside Copenhagen, but if you are located in Denmark, you should diffidently drop by.

Our new showroom is located at Tømmergravsgade 4B, 2450 Copenhagen SV – It is the white building in the picture below.

If you are not located in Copenhagen, it is possible for you to explore our virtual 3D showroom. Here you can move around and get inspired.

Your security

AndLight is certified by Trustpilot. This gives you, as a customer, the highest security of safe service at AndLight. This regards technical aspects such as encryption of payment data and use of personal information, but also regards business and commercial aspects to secure your right of return and cancellation, claims, etc.

We offer a range of different payment methods: VISA, MasterCard, Visa Electron, Maestro, JCB, American Express or bank transfer.
When shopping at AndLight you can safely use your payment card as we use an encrypted SSL-connection to secure no one is “watching” when you fill out your payment information or other data online. We do not see your card information and will never see them.

  • From a legal point of view, you are better off paying by card online, then many other means of payments. When paying with card, you can get your money back
  • If the product is not delivered
  • If you deny receiving the product due to your right of withdrawal
  • If money has been drawn from your account without your permission


If you have any questions to the security of AndLight, please call us on +45 44 44 62 44 or write us an e-mail at info@andlight.com.

We take the protection of your personal data very seriously.

To sign an agreement with us, we need the following information: Name, Address, phone number, and e-mail address.
We need this information in order to deliver the product to you. The personal data is registered at AndLight.com (AndLight, Tømmergravsgade 4B, 2450 Copenhagen SV).

The information is kept for five years where after it is deleted. We secure that the information collected through our website, is collected with your submission of expressed consent. Like this, you are informed about the exact information we collect and why. We do not store information encrypt and we do not transmit customer information encrypted.
Your information regarding your name, address, phone number, etc. is treated confidentially and is used to dispatch your order. Legislative requirements of business community’s financial statements imply that we store your personal data for five years.

AndLight is responsible for the handling of personal data. Personal information is kept by AndLight and saved in a database on a secured server unreachable online. AndLight use logs for statistical purposes. These data do not contain personal information. We do not pass on personal information to third parties. According to the law regarding handling of personal data, you have the right of insight into and objection to information that are related to you. AndLight makes use of log statistics. This means that we for example use the statistics to examine what products sell the best.

Gift wrapping

Sorry, we do not gift wrap the lamps. Many of the packages are pretty un-handy, and therefore very hard to gift wrap. But we do wrap the products in an extra layer of cardboard to make sure the product is not damaged on its way to your home.

Handmade lamps and made to order

At AndLight, we are very proud of the beautiful products that we are allowed to present from our suppliers.
Many of the most beautiful designer lamps are made by hand and some manufacturers also practice "made to order", which means that the lamps are made to order. This ensures a sustainable production and that your lamp will be manufactured with large care and calm.

Of course, we always try to have best-sellers from these brands in stock, so you do not have to wait long for your lamp.
In this post, you can get an overview of the brands that manufacture products by hand and therefore may be under other conditions in relation to delivery time. The post can help explain a delay on the lamp and you can read this before you order, so you are prepared for the delays that may occur when there is extra busyness.

Tom Rossau makes beautiful lamps from turned wood veneer, which are assembled by hand in their workshop in Frederiksberg in Copenhagen.
These lamps are also "made to order", which means that if we do not have any lamps in stock, it will usually take about 4 weeks to produce the lamp for us. Fortunately, we usually have Tom Rossau's bestsellers in stock and we regularly order products at home, to reduce the waiting time for you. Should there be a complaint about your Tom Rossau lamp, you should also be aware that it can take 4-6 weeks before Tom Rossau can replace the lamp.

The renowned and exclusive French brand Serge Mouille is another of our brands that make the lamps from scratch and produces "made to order".
The delivery time for a Serge Mouille lamp is usually 5-7 weeks, depending on the busyness of the manufacturer.
If you need to order a larger quantity of lamps for your new home, for example, it is important that you are aware of these waiting times, as we usually cannot speed up the production process.

The Copenhagen brand Made By Hand makes handmade lamps to order, as the name suggests. Made By Hand can usually produce an order within a few days unless there is bustle in the workshop or there are materials in backorder.
We work closely with Made By Hand and the manufacturer always tries to get Andlight orders out on time, but there may be waiting times due to busyness or lack of materials.

Finnish Secto makes beautiful wooden lamps, which are assembled and turned by hand. In recent years, Secto has grown from a small workshop to a slightly larger production, so they can usually keep up with the production.
However, it may happen that the workshop experiences unusual busyness, or that they lack wood materials, as their standards of quality are very high.
You must therefore be aware that if your Secto lamp is not in stock when you order it, the delivery time may be exceeded in special cases.

The Danish lamp company Handvärk, which is behind the well-known Studio series, also manufactures their lamps by hand. Delivery time is usually between 20-30 days.
We very rarely experience delays with them and they can usually also deliver spare parts within a short time.

American Graypants manufactures lamps from sustainable materials and is perhaps best known for their Scraplight series, which i.a. can be experienced at the new Alsik hotel in Sønderborg.
The Scraplight series is made of recycled cardboard and still manages to give a beautiful and warm expression, with its brown colour.
The Scraplight series is handmade and can be backordered. Fortunately, Graypants have a production in the Netherlands, so we do not have to have the lamps sent from the USA.

The extremely popular Swiss brand Vitra has in recent years gained a foothold in Nordic interior design, after their Akari series has filled one housing magazine after another.
The Akari series is very special as it is manufactured according to traditional methods in a Japanese workshop. The reception has been overwhelming for Vitra, which means that the small workshop cannot always keep up.

In our high season, we have unfortunately experienced up to 2 months waiting time, for a handmade Akari lamp, as the relatively small workshop cannot keep up with global demand. The normal delivery time for an Akari product is around 2-3 weeks, but in November and December, the waiting time can, unfortunately, be much longer.
Here is the first-come-first-served principle and you need to be quick at the keys when there are offers on Akari.

 

Whichever of the above brands you choose, you get a handmade lamp of incredibly high quality. So the patch on the wound may be that the lamps are worth the wait. It should also be added that we try to have a basic inventory of the most popular lamps, so you do not have to wait too long for your new dream lamp

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