Featured Questions

Where do you ship to and at what price?

We ship worldwide.

Free shipping to following countries:

  • Belgium
  • Germany
  • France
  • Luxembourg
  • Netherlands
  • Denmark
  • United Kingdom
  • Finland
  • Italy
  • Spain
  • Portugal
  • Sweden
  • Switzerland

You will also enjoy a free return from these countries if you are not convinced of your purchase, or if there is something wrong with it. You can create your own return label via our return portal: https://lamptwist.shipping-portal.com/rp/

Shipping price for other countries:

  • EU Countries: 15 EUR
  • Europe (non-EU): 20 EUR
  • All other countries: 65 EUR

How do I return my order?

To return something, please follow these steps:

  1. Go to https://lamptwist.shipping-portal.com/rp/
  2. Enter your order number (it always starts with an S, e.g. S0001) or tracking code, together with your zip code
  3. Select which items you want to return
  4. Select the reason for the return and whether you want an exchange or refund
  5. Choose the pickup point where you want to bring this item in
  6. Download the return label and stick it on the original packaging
  7. Return the item undamaged in its original packaging. Do not write on the original box and do not stick shipping stickers on it
  8. After we have received the package in good order, we will exchange the article or refund the purchase amount to your account within 15 days

If you want to exchange an order, for any reason, please let us know. Then we can order all other desired product from the supplier.


When will I be delivered?

Firstly please check the delivery time of the product you have ordered. You can find this on the product page, and on the confirmation email. This is different for every brand, and it also depends if we had the item in stock or not.

If the item was not in stock, the status of your order will go to "on order to supplier" and will stay like this until it's received by us and it will be shipped to you the next workday.

If you purchased an item from stock, it will normally be shipped to you the next business day.

Track & trace-code
You can find the track & trace code in the shipping confirmation in your email. 

Delivery details
If you received the tracking code but the item still didn't arrive after 1 week, please check if the delivery address,zip code and house number you entered are correct. You can find this information in the confirmation of your order as well as on the track & trace page.

Mailbox
Maybe you received a postcard from the carrier? Then the parcel has been delivered to the neighbors or is at a pick-up location.

Don't you have clarity yet? Please contact our Customer Advice department.


I'm active in the interior world, can I order with extra B2B discount?

If you are an (interior) architect or electrician, and you wish to place an order with an extra B2B discount, this is certainly possible.

The intention is that we enter into a long-term collaboration. We also have many brands that are not (yet) online, so feel free to contact us.


What should I do if the expected delivery time is over and I haven't heard anything yet?

Nous affichons le délai de livraison prévu sur la page du produit, dans votre panier et dans l'e-mail de confirmation de votre commande. Si nous n'avions pas vos articles en stock, nous devons les commander auprès de la marque, et malheureusement il arrive parfois qu'ils soient retardés.

Cela peut avoir plusieurs causes. Si c'est le cas pour vous, veuillez contacter notre service clientèle. Nous nous rendrons directement chez le fournisseur et vous informerons à ce sujet.


How can I order without VAT?

We are a Belgian company, so if you have a company with a VAT number outside Belgium, you do not have to pay VAT.

Just place your order online and when filling in your address you can also enter your company name and VAT number. The system will recognize this and immediately deduct the VAT. This will appear in the next step.

If you are a private person outside the EU zone, you do not have to pay VAT. In that case, after entering your address at the checkout, it will deduct the VAT from the total amount.


Faq Sections

Delivery
Where do you ship to and at what price?

We ship worldwide.

Free shipping to following countries:

  • Belgium
  • Germany
  • France
  • Luxembourg
  • Netherlands
  • Denmark
  • United Kingdom
  • Finland
  • Italy
  • Spain
  • Portugal
  • Sweden
  • Switzerland

You will also enjoy a free return from these countries if you are not convinced of your purchase, or if there is something wrong with it. You can create your own return label via our return portal: https://lamptwist.shipping-portal.com/rp/

Shipping price for other countries:

  • EU Countries: 15 EUR
  • Europe (non-EU): 20 EUR
  • All other countries: 65 EUR

I miss a part of my order, what now?

To make sure that part of your order has not been received, we recommend that you check the points below:

  • Have you checked all track & trace codes? Sometimes we ship multiple parcels per order with different track & trace codes. It is also possible that one parcel takes one day longer than the rest.
  • We ship multiple products in one box. Because of this it may be best that your products are in one box. Have you already checked if the missing product might be in the box of another product?

Checked everything and didn't find it? Sorry! Please contact our Customer Advice department and we will help you further.


When will I be delivered?

Firstly please check the delivery time of the product you have ordered. You can find this on the product page, and on the confirmation email. This is different for every brand, and it also depends if we had the item in stock or not.

If the item was not in stock, the status of your order will go to "on order to supplier" and will stay like this until it's received by us and it will be shipped to you the next workday.

If you purchased an item from stock, it will normally be shipped to you the next business day.

Track & trace-code
You can find the track & trace code in the shipping confirmation in your email. 

Delivery details
If you received the tracking code but the item still didn't arrive after 1 week, please check if the delivery address,zip code and house number you entered are correct. You can find this information in the confirmation of your order as well as on the track & trace page.

Mailbox
Maybe you received a postcard from the carrier? Then the parcel has been delivered to the neighbors or is at a pick-up location.

Don't you have clarity yet? Please contact our Customer Advice department.


Show More >>
Payments
When can I expect the refund?

After we have received the product back at our warehouse, the amount paid by you (including shipping costs) will be refunded to your account as soon as possible. The purchase amount will be refunded within 14 days at the latest in the same way as you paid.


When will I get my invoice?

We will send the invoice via email as soon as your order has been shipped from our warehouse. Didn't receive an invoice? Then it is possible that your mail program is blocking this attachment. Please contact our support to receive your invoice.


What payment methods do you accept?

Currently, we offer the following payment methods:

  • MasterCard
  • Visa
  • Maestro
  • Bancontact
  • iDeal
  • PayPal
  • ING Home'Pay - Belfius - KBC/CBC
  • SOFORT
  • Bank Wire

Please note that in the case of a bank transfer, we will only ship/order as soon as we have received the money.


Order
Can I cancel my order?

You can cancel your order with LampTwist at any time, even up to 30 days after delivery. In that case, you can return your order. Please contact us for this.


Can I get advice on products?

Of course! You can always contact us for an appointment via phone/in our shop/virtue.

We can then assist you with any questions you may have about a product, or if you have problems choosing which lamp to place where.


I'm active in the interior world, can I order with extra B2B discount?

If you are an (interior) architect or electrician, and you wish to place an order with an extra B2B discount, this is certainly possible.

The intention is that we enter into a long-term collaboration. We also have many brands that are not (yet) online, so feel free to contact us.


Show More >>
Returns
How do I return my order?

To return something, please follow these steps:

  1. Go to https://lamptwist.shipping-portal.com/rp/
  2. Enter your order number (it always starts with an S, e.g. S0001) or tracking code, together with your zip code
  3. Select which items you want to return
  4. Select the reason for the return and whether you want an exchange or refund
  5. Choose the pickup point where you want to bring this item in
  6. Download the return label and stick it on the original packaging
  7. Return the item undamaged in its original packaging. Do not write on the original box and do not stick shipping stickers on it
  8. After we have received the package in good order, we will exchange the article or refund the purchase amount to your account within 15 days

If you want to exchange an order, for any reason, please let us know. Then we can order all other desired product from the supplier.


How much time do I have to return?

Legally, when you order a product online, you have 14 days to think about it. At LampTwist, this period is 30 days so that you can check whether the product fits in with your interior and meets your expectations. This period starts from the moment you receive your order.

Even if you have issues after that, we will not be that difficult. So don't hesitate to contact us, we are nice people ;-)


Service & Warranty
What if my product no longer works?

Is your product damaged, the item no longer works as it should or is the item broken after the 30 day exchange period has expired? In that case we will not exchange the product for you immediately, but first present it to the supplier or manufacturer of the product.

Contact us and specify the product and give a clear description of the complaint. Send clear pictures of the product, the damage and the problem. You can't capture the problem on a photo? Then make a video of it and send it to us. Some products have a serial number. You can find this serial number on the socket or at the bottom of a lamp, for example. If you have found this information, we ask you to send it along as well.

With this information we submit a warranty request to the supplier. We will keep you informed. Keep in mind that one warranty request takes longer than the other.


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