We ship worldwide, at different rates. To find out all about shipping and delivery, please refer to our shipping page.

Please note that some large or bulky items have boxes that can be out of size for regular sendings. These orders are shipped with a special carrier depending on the destination. You will be contacted directly regarding the delivery of these items as we may need to ask you to pay an extra fee for this shipment. At that point you can decide to pay the extra fee or to cancel your order. Unfortunately, it is impossible for us to communicate this additional cost in advance at this stage, as it strongly depends on the exact dimensions of the lamp's box as well as the exact destination. The extra fee will be defined once we have the box in front of us and have found the most cost-effective solution. We thank you for your understanding.

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.

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 neighbours or is at a pick-up location.

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

We display the expected delivery time on the product page, in your shopping cart and in your order confirmation email. If we don't have your items in stock, we have to order them from the brand, and unfortunately they are sometimes delayed.

This can have several causes. If this is the case for you, please contact our customer service. We will go directly to the supplier and inform you about this.

We're sorry if your order arrived broken or damaged! Despite our best efforts, sometimes a product gets damaged before or during delivery.

It is important to thoroughly inspect your goods as soon as they arrive and to immediately notify the courier if there is any obvious damage to the packaging.

You must also notify LampTwist of any damage within 72 hours after delivery. You can do this through our contact form. This won’t affect your warranty, but it helps us to assert a claim against the supplier or carrier. To assist us in resolving the matter promptly, please provide photos of the damage, packaging and shipping label.

Please do not return the damaged item without coordinating with our staff. We will make arrangements for its return.

Yes, as we send our products from Belgium, you will be responsible for paying any applicable import duties and taxes for deliveries to an address outside the EU. The prices displayed in our webshop for these countries do not include VAT or any other taxes. The potential delivery costs that are applied in the cart only cover transportation expenses. Import duties and taxes are separate charges imposed by your country's customs authorities and are not charged by us. It is important to take these additional costs into account when placing an order from outside the EU.

Please note: Since Brexit, this also applies to customers in the United Kingdom. UK customers ordering from our webshop are responsible for any applicable import duties and taxes, determined by the UK customs authorities.

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.

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.

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.

Any order placed on our site is considered final once the payment has been validated. Any cancellation of an order before delivery is not possible unless otherwise agreed between the parties. However, if you are not satisfied with your order once you have received the products, in accordance with our return policy, you may return them to us within thirty days of receipt.

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.

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.

From within European Union

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.

Please note that we use VIES, the offical European Commission tool, to check if your VAT number is valid or not. You can double check yourself if what you've entered on our website is valid on VIES.

Don't forget to enter any necessary country codes!

Outside of European Union

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.

On the product page of the product you are looking for, you can see if it is in stock. You'll find the information above the orange shopping cart button.

If we don't have the product in stock in our warehouse, you can also see the expected delivery time and we will order the product for you from the supplier.

Is the product in stock? Then we normally ship it the next working day.

If you wish to return an item, be sure to take a look at our returns page where you can find all important information.

If you want to return (part of) your order, please follow these steps:

1. Go To Return Portal LampTwist
2. Enter your order number (it always starts with an S or #) 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. The cost of the return will be deducted from the refundable amount.

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.

Note that this is only possible for EU countries.

For returns outside of EU, you can return them back to our warehouse address at your own cost and Delivered Duty Paid. Else we will not be able to accept the lamp back. Our return address is:

LampTwist
Rue du mont d'Orcq 16
7503 Froyennes
Belgium

We understand that sometimes a product may not meet your expectations. If you need to return an item, please note that the cost of return shipping will be the customer's responsibility. We believe in sustainability and strive to minimize the environmental impact of our operations. As part of this effort, we kindly ask our customers to cover the cost of return shipping.

Take a look at our Returns page for more information on returns and return fees.

Please note, that for returns outside of EU, you'll be responsible for both the return costs and any import duties.

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 ;-)

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.