FAQ

As experts for good light, we offer you high-quality - exclusively original - designer luminaires and individual lighting solutions for indoor and outdoor use.

When you shop with us, you benefit from many advantages:

1. Large selection of designer luminaires from over 100 renowned brands
2. 24-hour delivery on working days for luminaires in stock
3. Secure shopping, certified by Trusted Shops
4. Many different payment options
5. Free delivery within th EU from 499 €
6. 100 days return policy
7. Free return

You have various options for searching for products in our online shop. One option is to search via our navigation. Here you can select the desired category and then use our filters to specify your search. For example, you can select applications (e.g. room lighting, reading lights, cabinet lighting etc.), rooms (e.g. living room, kitchen etc.) or type of light (e.g. pendant light, ceiling light, table light etc.) and then refine your search further and further. For example, filter by specific brands or product families, colours, materials, protection class, socket and much more.

Alternatively, you can also use the search field and enter a search term, for example the name of the luminaire. As you type, you will receive suggestions for your search. If you find the right term, you can select it directly by clicking on it without having to finish your entry.

If your search is not successful, you will receive a message stating that no hits were found for your search query. In this case, first check the spelling of your search term. Alternatively, try a more general search term or limit your search query somewhat by searching for only one word. You then have the option of narrowing down and sorting your search results by using one or more search filters (e.g. colour, material, shape, adjustability).

If you have forgotten your password, we can send you a new one. To do this, visit the customer account. There, in the login area, you will find the question: "Have you forgotten your password?" Then click on the link below it. A pop-up window will appear with an input line. Enter the e-mail address you used to register for your light11 customer account and click on "Request password".

You will then immediately receive an e-mail from us with a new password. Log in to your customer account with this and then change the password again. You can do this at any time under "My account settings" and then "Change password".

Yes, this is no problem. If you are logged into your customer account, you can enter a billing and delivery address under "My account settings" in the "Address book" and change it at any time. If you have entered a billing address and would like to enter a different delivery address, uncheck "Use billing address as delivery address". You can then enter a different delivery address.

Even if you place an order as a guest, you can of course use a delivery address that differs from the billing address.

As soon as we have received your order, we will send you an order confirmation e-mail. There you will find your order number with a link. If you follow this link, you can view the status of your order.

Alternatively, you can log into your customer account. There you will find an overview of your orders and their respective status under "Orders".

We pack all light11 items with the greatest care. However, if the products should arrive damaged, please inform the parcel carrier immediately if possible.

So that we can send you a replacement quickly in these rare cases, we kindly ask you to contact our customer service and provide a description of the damaged part and your order number.

If you have already received a dispatch confirmation by e-mail, you can click on the link there to view the status of your order. Alternatively, you can check the order status in your customer account.

If your luminaire is shipped by a freight forwarder for safety reasons, the freight forwarder will contact you by phone to arrange a delivery date. If a luminaire is shipped by a forwarding agent, you will find information about this in the product description as well as during your order process.

If your shipment cannot be delivered, it will be returned to us. If you have any doubts about the deliverability of a shipment, please contact our customer service.

In the event of a product defect, the warranty assures you as a customer that the defect will be remedied free of charge. The defect can be rectified by repairing or exchanging the product. During the first twelve months after delivery of the product, it is assumed that the goods were already defective at the time of delivery. If the customer notices the defect later than twelve months after the purchase, the burden of proof changes and the customer must prove that the product already had a defect at the time of delivery. The statutory warranty is valid for 24 months from the date of purchase.

Regardless of the legal regulations, we always try to solve your problems. If you have a concern, please contact our customer service. Our colleagues will be happy to find a solution for you.

It only takes a few minutes to rate a product. To rate a product, simply click on the stars at the top right of the product page. A window will open where you can rate the product. Give it one star (bad) to 5 stars (very good). In the field below, you can optionally elaborate on your rating. Feel free to name aspects of the product that you like or dislike. For example, rate:

• Features & functions
• Design & quality of light
• Energy consumption & economy
• Ease of installation & maintenance

In order for your opinion to be of help to other customers, we ask you to adhere to the following guidelines:

• Please only rate products with which you have already had experience yourself.
• Your opinion of a product should be well-founded. For example, it is interesting to know on the basis of which features and functions you have given a positive or negative product review.
• We reserve the right not to publish a review if it violates the following guidelines:
  • Inappropriate tone (obscene, insulting, malicious)
  • Advertisements or offers from other merchants
  • Any type of contact information (phone number, address, email, etc.)

Reviews that do not comply with these guidelines can be excluded by light11 at any time.

Important: If you have specific questions or suggestions for improvement, product reviews are not suitable for this purpose. In this case, please contact our customer service directly. Our colleagues will be happy to deal with your request.

After you have rated the luminaire, please enter your e-mail address so that we can verify your rating. If you wish, you can also enter your name and place of residence. Finally, click on "Submit rating".

Note: It may take one to two days to process product reviews.

It is important that you confirm your newsletter registration. To do this, click on the link we send you by e-mail immediately after you have registered for the newsletter. Only when you have confirmed your newsletter registration in this way will you receive the light11 newsletter in future.

If the newsletter still does not arrive in your e-mail box, please check your spam folder. It may have landed there. If this is the case, please add our sender newsletter@light11.de to your address book. The light11 newsletter should then land in your mailbox in future.

In each newsletter you have the option to unsubscribe from the light11 newsletter at the very bottom by clicking on "unsubscribe". If you have a customer account, you can also unsubscribe under the menu item "Newsletter". There you will find the question: "Would you like to receive the light11 newsletter?". Click on the small field behind "No" and confirm this by clicking on "Save changes". You are already unsubscribed from the newsletter.

If you change your mind, you can subscribe to our newsletter again at any time by answering the question by clicking on the box next to "Yes" and saving your changes.

The Trusted Shops certificate stands for demonstrably secure shopping. The seal guarantees the highest standards in terms of data and delivery security as well as customer satisfaction. Trusted Shops has been the leading seal of approval for online shops with integrated buyer protection since 1999, with more than 13,000 tested retailers.

light11 has fulfilled more than 100 quality criteria such as creditworthiness, price transparency, customer service and data protection in order to receive the Trusted Shops seal of approval. Trusted Shops is expressly recommended by government agencies for secure shopping on the Internet, for example by Stiftung Warentest or the Federal Ministry of Justice.

You can find more information at Trusted Shops.

You buy from light11 without risk - no matter which payment method you choose. The free money-back guarantee makes online shopping even safer. And if problems should still arise: light11 and Trusted Shops will be happy to help you.

Your advantages at a glance:

• Free money-back guarantee in case of non-delivery or return of goods
• Refund of your excess in the event of credit card misuse
• Fast and uncomplicated problem solving and dispute resolution

Registration for buyer protection with money-back guarantee is possible at the end of the order process.

We attach great importance to the protection of your personal data. You can find detailed information on this in our privacy policy.

At light11 we only sell original designer lamps.