We understand that sometimes it is necessary to change or cancel an order.
We process orders as quickly as possible so that you can have your lighting at home promptly. Below we explain how you can request a change or cancellation, what time limits apply, and the steps you need to follow for a smooth process.

Understanding our order process

Orders placed on working days before 22:00 are usually processed the same day. Once an order is being processed, the picking and shipping processes follow quickly. Therefore, it is not always possible to make changes or cancellations if your order is already in the workflow of our warehouse.

How do you request a change or cancellation?

• Contact our customer service immediately via the chatbot.

• Provide your order number and clearly state which change or cancellation you want to make.

• Our team will check whether the order can still be amended or cancelled based on its current status.

• If the request is made before the order has reached the processing stage, your order will be automatically paused by the chatbot.

• If the order has already been shipped, you can return it after delivery via our returns process.

Important points and time limits

• Orders can only be changed or cancelled before processing begins in the warehouse.

• If the order has already been shipped, you can use our 30-day return policy to send back unwanted items.

• Refunds are processed once the item has been received and checked in accordance with our guidelines.