>Frequently Asked Questions
Are you having trouble ordering your new Lucide lamp?
Here's a step-by-step guide:
- Go to the selected product.
- Click on the 'Add to Cart' button.
- Click on 'Proceed to Checkout' to pay.
- Enter your details and follow the steps.
- Make sure to enter the correct information, as it cannot be changed afterward.
- Continue by clicking 'Complete Order' and finalize your payment.
- If the order is successful, you will be directed to a thank-you page.
All payments are made in a secure payment environment.
Can't click the 'Add to Cart' button? This means the item is currently unavailable.
Certainly! On the second page of the shopping cart, you will find the following options at the top:
'Billing address is the same as delivery address' or 'Choose a different delivery address.' If you select the second option, you will have the opportunity to enter an additional delivery address. This way, you can have the package delivered to your workplace if you won't be home during the day to receive it.
Yes, you can choose a delivery date.
We always strive to deliver the package on the day you selected. You can choose a date from the earliest possible delivery day to up to 10 days after purchase.
Of course, it may happen that due to unforeseen circumstances, the package is delivered on a different day. We kindly ask for your understanding in such cases. We work every day to ensure that packages reach you as accurately as possible.
You can track your package closely from the moment it is shipped, using the track and trace link that will be sent to you via email.
If you have multiple items in your shopping cart with different delivery times, we will always try to bundle them and send them together. In such cases, the latest delivery time will apply. This means that the earliest possible delivery day might change from, for example, 1-2 days to 3-5 days.
If the order is too large to be shipped in a single package, we will split the shipment.
In this case, you will receive two track and trace links, each provided when the respective package is shipped. This way, you can track both packages separately.
Even when shipping multiple packages, we will try to respect the estimated delivery date.
You can closely follow the package from the moment of shipment using the track and trace link that will be sent to you by email.
If you have multiple items in your cart with different delivery times, we will always try to bundle and ship them together, based on the latest delivery time. As a result, the earliest possible delivery date might change from, for example, 1-2 days to 3-5 days.
Here, the postal service (normally) will always try to deliver the package to one of your neighbors first. If this is not successful, the package will be taken to a pickup point. The postal service should inform you about this. This way, you can still pick up your package that same week.
If the package was not delivered on the day you chose, please check the track and trace first.
We offer the option to pay with:
(Payconic by) Bancontact
Credit or debit card (Mastercard, VISA, American Express)
iDEAL
Bank App
*Please note: Depending on the country, we may offer different payment options. In the shopping cart, you can check if your preferred payment method is available.
All payments are made in a secure payment environment, ensured by Mollie Payments.
We automatically send the invoice via email on the day your order is fully delivered. Your invoice is attached to the email titled: "Your order has been delivered." Please also check your spam folder. If you no longer have this delivery confirmation, please send an email to info@lightbylucide.com, and we will resend the invoice to you.
If your payment has failed, you will be redirected to your shopping cart. Here, you can try to complete the payment again.
A few tips:
- Try again later; it might be a temporary issue with your bank or credit card company.
- If possible, use a different payment method.
- Try paying with a different browser or device.
You can register your return via https://lucide.com/return. Here, you can create a return label for your order using your order number and postal code. This can be done within 30 days of your purchase (14 days for the right of withdrawal + 16 days of Lucide's service).
The return label is prepaid in this case, so it won't cost you anything!
If you want to register a return after 30 days, it will be at your own expense.
In both cases, you will receive a full refund, and no replacement products will be sent (unless otherwise agreed with a staff member).
You can still cancel your order until it is prepared for dispatch at our warehouse. Once the product is removed from the warehouse, we can no longer block or cancel it, it will be sent anyway.
A change of address can also be passed on, with the same conditions.
You can register your return yourself via the returns portal. Once you have done this, you can print out your return label. Print this label and stick it over the other shipping label (so the parcel does not end up back with you by mistake). You can then take the parcel, properly packed, to a postal point of your choice.
The parcel will then be sent back our way. From the time the return is sent, it may take 1-2 weeks for the refund to reach you.
- You may return your purchases free of charge within 30 days of receipt without prior notification, or notify us of the withdrawal within 30 days of receipt (notification) and then return within 14 days of that notification.
- Please send the returned products with all delivered accessories and, where possible, in their original condition and packaging. You may feel and view our products at home as in a physical shop, but please return and package them neatly as you received them afterwards.
- We may charge a fee for any depreciation in value caused by the use of a product.
- The withdrawal period expires 30 days after the product is physically delivered (to you or someone who accepts or has accepted the order for you).
The warranty is valid during the given warranty period and can be acquired by completing a warranty claim. This allows us to provide an appropriate solution to your problem when the warranty claim is submitted.
Please note that this is a manufacturer's warranty and we do not offer a warranty due to the item having been used differently than intended.
We always try to provide you with the quickest and most correct solution.
If there is any doubt about your warranty claim, we always ask you to send the product back.
Warranty depends on product to product. Think you are entitled to a warranty? Contact us!
No problem! We understand that demonstrating a non-functioning lamp is difficult via a photo. You can always provide us with a video of the defect. This via info@lightbylucide.com, so our staff can clearly see the problem and offer you an appropriate solution.
Your warranty counts for a certain duration and is not extended if you get a replacement product.
So if your lamp has a 2-year warranty and it breaks down after 1 year, you are still entitled to a 1-year warranty after getting a replacement lamp.
