Frequently Asked Questions - FAQ

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.

All packages outside Denmark are sent with UPS.

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.

Delivery of products of a certain size will be delivered at the curb. This information will appear when you select your desired delivery method. All shipments with pallet will be delivered at the curb.

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.

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.

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.

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.

You must have received your order within 365 days.

The products must be unused, in original packaging and must be in original condition, as when they were delivered. You cannot return orders where the products have been installed or where the original packaging is missing. 

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

You can read our terms for return here.

NOTE: If you as a customer have not packaged correctly or in any other way have not acted in accordance with our terms, we can use the option to refund a smaller amount than the return amount. 

You can either return by purchasing a return label via our GLS return portal.  Or you can arrange the return shipping yourself elsewhere. 

You can read more about how to return on our return page here.

NOTE: Please return your goods via the same shipping method as they were delivered to you. If you have received your product on a pallet, please also return the product to AndLight on a pallet. 

Note! We do not accept packages sent to parcel shops. If you arrange the return shipping yourself, remember to include delivery to private address. We do not accept packages sent by cash on delivery. 

If you want to cancel your purchase after the product has been dispatched by pallet shipping and refuse receipt of this pallet, we reserve the right to refund 100 EUR less than the return amount, to cover already incurred shipping costs. 
 

• Read our terms and conditions, as return must be in accordance with these. 
• Include the order number in the return package for faster processing. 
• Please only use tape on top of the original tape. 
• Place return labels on top of the original shipping label. 
• Do not write on the original packaging. 
• You can wrap the box in ordinary plastic wrap for extra protection. 
• Please include all parts when returning a product, including screws, wires, warranty certificate, assembly instructions, etc. 
• Pack your return products safely in their original packaging so that the products are in the same original condition as when they were delivered to you. 
• Please return your goods via the same shipping method as they were delivered to you. If you have received your product on a pallet, please also return it to AndLight on a pallet. 
• If you arrange the return shipping yourself, remember to include delivery to private address. We do not pick up packages delivered to parcel shops. 
• If you arrange the return shipping yourself, please keep your receipt and tracking number so you can track the return package. 
• If your received goods are defective or in other ways insufficient, please contact our claim support as soon as possible at info@andlight.com with photo documentation and order number. You can read more about our claim process here.

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.

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 it here.
2. Await assessment from our Claims Manager who will inform you of the further process.
3. If the claim is approved, you will receive a replacement product, a repair, or a reduction in the price.

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.

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.

You are more than welcome in our beautiful showroom, at Nelson Mandelas Allé 16, 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 Nelson Mandelas Allé 16, 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.

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, Nelson Mandelas Allé 16, 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.

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.

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.