Frequently Asked Questions - FAQ

The manufacturer LEDVANCE has detected a quality deviation in luminaires of the model LINEAR LED TURN. Please open the following document to find out if you have purchased one of the affected products.

If you have any questions, please do not hesitate to contact our customer service team.

LEDVANCE_Recall Linear LED TURN.pdf

To place the order online, please proceed as follows:

1. Click the "Add to basket" button on the product page.
2. You can call up your personal shopping basket using the shopping basket icon in the upper right corner.
3. In the following you have the option to complete your order via PayPal Express or the normal ordering process.
4. Complete your order by clicking on the "Proceed to checkout" button.
5. You will usually receive confirmation of receipt of your order within a few minutes, at the latest after 24 hours. 

Orders with customer account:

1. You can check the status of your order in your customer account under “My Orders”.
2. Once we have transferred your order to the shipping provider, you can click on the "Track Delivery" button in the order details. You will be taken to our shipping status page where you can see the status of your delivery.

Guest order:

If you have ordered as a guest, you can use the following link to check the current status of your order:

Check order status

All you need is your order number and the postcode of your billing address.

You can return goods received from us without giving a reason within 50 days by sending the goods back. Please use our returns portal for this purpose.

You will receive your order confirmation within a few hours after placing your order at the email address you provided.

If you have not received a confirmation, please check your spam folder. Our customer service will be happy to answer any questions you may have.

You will receive the invoice after the order has been sent to the e-mail address you specified when you placed your order.

Enter the code in the discount code input field directly in your shopping basket and click on "Apply". Note: When entering the code, please ensure that you do not copy any spaces when copying the voucher code and that you are case-sensitive when entering the code.

You can also remove the voucher again by clicking on the "X" button next to the voucher input field.

Before using a voucher code, please check the validity of your voucher code and the voucher conditions such as minimum purchase price (= value of the goods actually kept and paid for), applicable category, excluded manufacturers, etc

We attach great importance to the quick execution of your order. For this reason, it is usually not possible to make changes to an existing order after you have completed your order.

We attach great importance to the quick execution of your order. For this reason, we are usually unable to add a product to your order after you have completed your order.

Depending on the status of your order, it can still be adjusted if necessary. Our customer service will be happy to help you with this. Please let us know your change requests: contact form. Please always include your order number.

We attach great importance to the quick execution of your order. For this reason, it is usually not possible for us to change the delivery address after you have completed your order.

It is no longer possible to change the payment method afterwards.

There can be various reasons why you are receiving a reminder despite payment. Please contact our customer service directly in this regard. We're here to help.

There can be various reasons why you have not yet received your order despite payment.  Please first check in your order confirmation email whether the delivery date has already been exceeded.  If this is the case, please contact our customer service directly. We're here to help.

You can find all information about our payment methods under the following link.

All repayments are made using the payment method you used when placing the order (for example, you will always receive the payment to the account from which the transfer was made).

We attach great importance to the quick execution of your order. For this reason, unfortunately, it is usually not possible for us to change the billing address after you have completed your order.

However, if you need to change the billing address, you can cancel the current order and place a new one with the new billing address.

You will receive the invoice after the order has been sent to the e-mail address you specified when you placed your order.

To create a customer account, you can proceed as follows: 

1. In the upper area of ​​our website, please click on the customer account icon ("Log In") > "Register now" 
2. Fill in all mandatory fields and assign a secure password.
3. If you would like to receive additional information about trends or our promotions and vouchers through our newsletter, please tick the appropriate box before you click "register".
4. You will now receive an email. Please confirm the activation of your customer account by clicking on the link.

If you wish, we will of course delete your data from our system. Please send us a message using our contact form.

To change your password, proceed as follows:

1. In the upper area of ​​our website, please click on the customer account icon ("Log In") > "Log In".
2. Under "My Personal Data", tick "Change password".
3. Now enter your old and the desired new password.

Customer account login

After your item has been successfully dispatched, you will receive an e-mail with a tracking link. You can use this link to check the current status of your parcel at any time.

Please also check whether the parcel has been left with a neighbour or possibly at a DPD parcel shop.

In addition, you can also view the status of your delivery via our shipment status page: https://www.lights.ie/delivery-status

What should I do if my parcel has disappeared?

We pay great attention to a reliable and fast delivery of your desired products. Unfortunately, it can still happen in individual cases that a package on its way to you can no longer be found in the large number of shipments by the shipping service provider. 

In this case please contact our customer service team. They will be happy to help you: contact options

Customer service helpline:  +353 1 699 2138

DPD.pdf

Your order will be sent reliably and securely via DPD or Zufall. The shipment is insured against transport damage. 

Parcel dispatch: DPD* 

Forwarding deliveries (bulky items): Zufall* 
Please note: the parcel can only be handed over against signature and payment of the invoice amount. 

*The shipping service provider may vary depending on the country.

The countries we ship to can be selected in the basket.

Is your country not listed? Our customer service is at your disposal for individual enquiries: contact form

Delivery costs within the Republic of Ireland

• Delivery costs on orders of €99 or over - Free delivery
• Delivery costs on orders below €99 - €6.95
• Delivery costs on orders of £ 15 and below - €9.95

If you buy a bulky item, additional delivery costs of €24.90 will be charged.

The prices apply to both standard delivery and forwarding deliveries. 

If your order cannot be delivered by parcel service due to its size and weight, we will send it via a forwarding agent.

Our service provider DHL Freight or Zufall will contact you automatically to coordinate the delivery date with you. 

Please give us your telephone number when ordering. 

The transport of bulky and heavy goods causes additional work because they do not go through the normal packaging routes. Sometimes the goods have to be prepared for transport by several employees. For bulky items, there is a surcharge of €24.90, which is calculated regardless of the standard shipping costs. The bulky goods surcharge applies once per order in which a bulky goods item is included. It is calculated too if the order value exceeds the free shipping threshold.

You can see whether your desired product is a bulky item on the respective product page and in your shopping basket.

We attach great importance to the fastest possible delivery of your desired items. Unfortunately, we cannot achieve even faster delivery times.

We attach great importance to the quick execution of your order. For this reason, it is usually not possible for us to change the delivery address after you have completed your order.

RRP stands for Recommended Retail Price. The RRP is the price recommended by the manufacturer or retailer.

Please note: the guarantee is a voluntary offer by the manufacturer in addition to the statutory consumer rights. The guarantee is not a service provided by the online retailer. The guarantee conditions of each manufacturer can be found on the respective product page in our webshop.

“Plus ratings” no longer exist on the new label. The new scale ranges from ratings A to G. A rating of A doesn’t exist for the time being, however, in order to be able to rate even more energy-efficient appliances with new technologies in the future, it has been included. Therefore, classes B and C are the most energy-efficient lights for the time being.

The QR code is also new. This provides direct access to the European product database (EPREL), in which further product information is available.

Please see the old (left) and the new energy label (right) below:

The interchangeability of light sources is indicated by the symbols below on the product packaging. You can see what the respective symbols mean here:

When you call up an item in our online shop, you will be shown the characteristics of the item under the product details and in the description.

The dimensions of your desired item can be found under length, width and height (in cm).  If you need further information, our customer service will be happy to help. 

A distinction is made between "light source" and "surrounding products".

Light sources are products where the light source (simply put "illuminant") cannot be removed without destroying the light. The light source is permanently installed and cannot be replaced. The product is subject to labelling and receives an energy label.

A "surrounding product" does not receive an energy label and is a product that contains one or more light sources (bulbs)/separate operating devices, or both. The usable light source/ light bulb is labelled. There is one more difference for pure LED luminaires. An efficiency class of the installed LED module is determined, but a label is not available here either.

No, your lights are still energy efficient. The new test procedure is more stringent and takes into account future improvements in lighting efficiency. By today's standards, the efficient products under the old energy label are just as efficient after the changeover.

The efficiency rating has been determined anew for each product and a comparison with the old label is not possible.

Electrical appliances have become more and more energy efficient in recent years. As a result, the majority of all appliances were considered efficient and there were hardly any differences between the energy efficiency ratings A+, A++ and A+++. The new energy label is intended to make the differences transparent again for consumers. For this purpose, all appliances will be re-evaluated.

The following information is available on the product page in the shop:

• Product details (e.g. manufacturer, material, light colour, size)
• Item description
• Delivery time
• Assembly instructions (if available)

You have several options to search for products in our shop:

• Our search field is located in the upper area of ​​our online shop. Here you can enter one or more search terms. You will then be shown a selection of different search suggestions, categories and products.
• Alternatively, you can go directly to a selection of suitable lighting categories using the navigation in the top bar.

On the respective category pages you have the possibility to refine your search using the filters.

You can easily see the availability and delivery time of your item on the product page below the price. 

Whether the LEDs are permanently installed in a light fitting is always stated in the energy efficiency label of your desired item. You can find the energy efficiency label on the product page. 

You can see whether your dream light is dimmable on the product page under product details. If the detail "Dimmable" is marked with "Yes", the item is dimmable. Under the "Dimmer" detail you can see whether a dimmer is already included.

If there is no information on dimmability, the item is not dimmable.

There are several types of dimmers that may already be included. This means that no additional dimmer switch (e.g. rotary dimmer in the wall) may be used. The included dimmer and the external dimmer can interfere with each other and might cause a defect in the item. A clear flickering and / or humming noise can be triggered, for example, by two dimmers interfering with each other.

Dimmer options:

1. Easydimm / click dimming function. The dimming process is started by pressing the normal wall switch several times. There are stepless models and models that dim in steps. This information can be found in the product description or in the instructions.
2. Dimmer switch on the housing of the light (rotary dimmer, touch dimmer, gesture control, ...)
3. Dimmable using a remote control included in the delivery or via a downloadable app.

Simply log in with your invoice number and email address. The data required for registration can be found on your invoice or order confirmation. 

To the returns portal

Due to our extensive range of over 50,000 different items, we do not have a spare parts warehouse.

However, in some cases we might be able to source spare parts from the manufacturer. Simply contact a customer advisor via our contact form.

You can register your return directly via our returns portal.

Simply log in with your invoice number and email address. The data required for registration can be found on your invoice or order confirmation.

In order to receive a refund for your returns, please ensure that you send us the correct and complete items.

If you have mistakenly sent us an item that was not intended for Lights.ie please contact our customer service team as soon as possible.

If we can identify your items, we will be able to send it back to you at your own expense. However, please note that we cannot guarantee that your items will be found and returned.

Please note we will not be able to return items that have been mistakenly sent to us from any countries that are not in the EU.

In addition to the statutory 14-day right of withdrawal, we offer you a voluntary free returns policy for the subsequent 36 days. You can return the goods within 50 days without giving a reason. 

Through our returns portal, you can request a return label and return the item free of charge within the return period.

Please note: if you arrange the return via a delivery service provider of your own choice, we are unfortunately unable to reimburse you for delivery costs / import duties.

Our return address is as follows:

Lampenwelt GmbH
Reklamationseingang, Tor 14
Am Eichberg 1
36110 Schlitz-Fraurombach
Germany

Use the fastest way to return the damaged goods via our returns portal.

If the package contains a different item than you ordered, please use our returns portal.

Simply select "wrong item" as the reason for the return. If it is a different colour or size, select "wrong version".

We attach great importance to the fastest possible delivery. For this reason it may happen that a cancellation is no longer possible and the item is still sent to you. In this case, please accept the package and send it back via our returns portal.

Private customers: all products have a warranty period of 24 months.

Trade customers: all products have a warranty period of 12 months.

To complain about a damaged article, please use our returns portal.

Depending on the status of your order, it can still be adjusted if necessary. Our customer service will be happy to help you with this. Please let us know your change requests: contact form

Please always include your order number.

Depending on the status of your order, it can still be adjusted if necessary. Our customer service will be happy to help you with this. Please let us know your change requests: contact form

Please always include your order number.

Use the fastest way to return the goods via our returns portal.

As soon as we have received and checked your return, you will receive the credit receipt by email. The repayment will then be made using the original payment method. Simply order the desired item in our online shop. We ask for your understanding that, for reasons of processing, we cannot offset different orders.

As soon as we have received and checked your return, you will receive the credit receipt by email. The repayment will then be made using the original payment method.

A maximum power consumption which must not be exceeded is stated on the socket and the nameplate of the lamp. If the power is too high, the socket could melt in the worst case and thus become a possible source of fire.

If it is a light fitting with a conventional socket, the light bulb can be replaced. In the case of light fittings with integrated LEDs, the entire item must be replaced.

This is different depending on the item. Some lights have to be disassembled when shipped because of their size or transport security. Assembly instructions are always enclosed with the products. It provides information about which steps are required during assembly or whether assembly is required.

Please note: the guarantee is a voluntary offer by the manufacturer in addition to the statutory consumer rights. The guarantee is not a service provided by the online retailer. The guarantee conditions of each manufacturer can be found on the respective product page in our webshop.

Your feedback can help to improve our offer and our service for you. Please send us your feedback via our contact form.

We optimise our large product range every day - new, current products are added and products that are no longer available are removed. By the time a catalogue was printed, sent and received by you, it would be out of date. Therefore we unfortunately do not send a catalogue.

You can unsubscribe from our newsletter using the corresponding unsubscribe link in the footer of our newsletters.