FAQ

Why haven’t I received an order confirmation?
If you haven’t received an order confirmation by mail, it’s possible that your e-mail address was entered incorrectly. Contact Customer Service – they can quickly make a correction.

When will I be charged for my purchase?
When paying by credit card, we capture the amount reserved on your account within 2 banking days.

When will my order be delivered?
We deliver world-wide and we ship via Postnord, GLS and DSV. Delivery time depends on delivery address, as well as whether or not the product is in stock in your desired colour/variant. Special orders can increase delivery time – you can find information about expected production time in the individual product descriptions.

If possible, your order will be shipped on the same day you place your order.

Does Lampemesteren.com have a bricks-and-mortar shop?
Yes – we have shop/showrooms in Copenhagen and at our headquarters in Ringkøbing, Denmark.

What if there’s a problem with the product I’ve ordered?
The quickest and easiest way to make a claim is to use the unique order status link you received after you placed your order. Simply click on ‘Claim’ at the bottom of the status page and follow the instructions. When we receive your claim someone from our Customer Service team will process it and contact you as quickly as possible.

1.Put the product into your shopping cart
2.Go to the shopping cart
In step 1 you’ll see a box where you can enter your discount code/gift card
4.Enter the code and click on ‘Update’ to activate it

You can see exactly what to do in the video below:

How do I place an order?
When you have found what you’re looking for…

1) Put the product in your shopping basket by clicking on ‘ADD TO BASKET’. You will see a red bar in the upper right corner of your screen that says ‘BASKET’. Click on ‘GO TO BASKET’ to complete your purchase.

2) Now you have two choices – ‘CONTINUE SHOPPING’ or ‘NEXT STEP’. This is also where you can enter a discount code or use a gift card, choose a shipping method or add comments to your order. Where you’re ready to move on, click on ‘NEXT STEP’.

3) Here you can enter your personal information or log in if you’re already registered as a customer. You can also subscribe to our newsletter or add a different delivery address. In order to continue you need to accept our terms and conditions. (You can read them by clicking on the red link.) Click on ‘NEXT STEP’.

4) Now you have the opportunity to make changes to your billing/delivery address or shipping method. Choose your preferred payment method and click on ‘NEXT STEP’.

5) If you’re paying with a credit or debit card or with PayPal, enter the required information and follow the instructions. When the purchase is completed you see your order confirmation. (If you’re paying via invoice or bank transfer you will proceed directly to the confirmation.)
When paying by credit card, we capture the amount reserved on your account within 2 banking days.

What if I haven’t found what I’m looking for?
You can search for products in a few different ways:

1) At the top of the page is a search field. There you can search for a specific lamp (‘PH 5’), a style or type (‘outdoor lamps’), a designer or producer (‘Artemide’) or even a colour.

2) In the main menu you will find links to browse our whole selection as well as new arrivals, products on sale, brand, designers as well lots of inspirational suggestions and articles.

3) You’ll often see a search section on the left side of the page where you can filter you search by type, colour, material and much more.

What if I’m still confused?
Contact us at +45 96 750 478 or info@lampemesteren.com – a member of our Customer Service team will be glad to help you out!

How can I pay for my order?
At Lampemesteren.com we accept payment via VISA, VISA Electron, Mastercard, Maestro, JCB and American Express as well as Dankort/eDankort (DK only) and Mobilepay (DK only). We also accept PayPal and bank transfers. You’ll be able to see any relevant payment fees before you confirm your order.

Can I pay when my order is delivered?
No. You have to provide payment information in order to complete your order in our webshop.

Can I place an order by mail or fax?
No. For security reason we cannot accept orders by mail or fax. Our Customer Service team will happily guide you through the process in our webshop, but you will still have to place the actual order yourself.

Is paying online safe?
Absolutely. Because security is a top priority at Lampemesteren.com all communication between cardholders and our payment system takes place over an encrypted SSL (Secure Socket Layer) connection. In other words, only Nets – which collects digital payments on our behalf – has access to your data. All we will see is whether or not your transaction has been approved.

What documentation will I receive?
As soon as you approve your order we will send you an order confirmation listing what you have ordered and paid for. Please save and/or print out this confirmation as it also serves as proof of warranty.

Can I order to North America?
Unfortunately we do not deliver to North America at this time

When will my order be delivered?
We deliver world-wide and we ship via Postnord, GLS and DSV. Delivery time depends on delivery address, as well as whether or not the product is in stock in your desired colour/variant. Special orders can increase delivery time – you can find information about expected production time in the individual product descriptions.

Can I have my order delivered to somewhere other than my billing address?
Yes. You have the chance to enter a different delivery address during the ordering process.

Can I change the delivery address after I place my order?
To change the delivery address just use your unique order status link but be aware that you can’t make changes to an order after it has been invoiced.

What happens if my order disappears in transit?
If the estimated delivery date has passed and you still haven’t received your order, please contact our Customer Service team – they will be happy to investigate and find out what has happened to your package. Just send us a mail at info@lampemesteren.com or call us at +45 96 750 478.

What if the packaging is damaged when my order is delivered?
When you receive your order, check for any visible damage. If the packaging is damaged, or if you see any other signs of a defect, either accept delivery subject to any possible damage to the contents of the package or refuse delivery completely and let the shipping company return the package to us.

Can I make a claim for a defective product?
When you shop at Lampemesteren.com you can make a claim about any defects that arise within 24 months from the time of purchase. We will refund the purchase price including shipping costs as long as the claim is approved.

Can I return a product that I’m not satisfied with?
Yes, you can return a product up to 100 days after you receive it and receive a refund for the price of the product minus shipping costs.

When you return a product because you’ve changed your mind, you pay for shipping.

If the product was installed or shows any signs of use, wear-and-tear or damage we reserve the right to reject the return.

I want to return some items, but am located in a non-EU country – How much does the return cost?
EU returns cost 15 € per return label, but you might be charged more in case of pallet- and oversized shipments. Non-EU returns will be charged based on the size of the return parcels or pallets. If the return costs more than 15 € customer service will contact you by email. You are also more than welcome to contact customer service by chat, email info@lampemesteren.com or by phone at +45 96 750 478 for a return quote – please provide your order number.

Find out more about claims here.

Find out more about returns here.

Find out more about refunds here.

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Energy labeling in 2023:

What is the difference between the old and new 2023 energy labels?

The old labels used a scale from A++ (most efficient) to E (least efficient), which was based on the product's energy consumption in kWh per 1000 hours. The new labels use a scale from A (most efficient) to G (least efficient), which is based on the product's energy efficiency in lumens per watt2. Lumen is a measure of luminous flux, i.e. how much light the product emits. Watt is a measure of power, i.e. how much energy the product uses.

The new labels also provide more information about the product's luminous flux, color temperature, socket type and energy consumption. Color temperature is a measure of the color of the light source, which can be warm (reddish), neutral (white) or cool (bluish). Socket type is the part of the product that fits into the lamp or luminaire.

The new labels have a QR code that you can scan with your smartphone to access the European Product Registration for Energy Labeling (EPREL), where you can find detailed information about all models on the European market.

The new labels apply to all light sources, such as light bulbs or LED modules/lamps, as well as to control devices needed to connect light sources to the mains. The old labels only apply to light bulbs and LED lamps.

How to convert the old energy labels to the new ones

Converting the old energy labels to the new ones is not so easy because they use different units of measurement and scales, but to convert the old energy labels to the new ones, you need to know the luminous flux and power of the product. You can find this information on the product packaging, on the old label or on EPREL. You also need to know the new energy efficiency class for the product's luminous flux, which you can find on the new energy label or on this table.

- Once you have the product's luminous flux and wattage, you can calculate the product's energy efficiency in lumens per watt by dividing the luminous flux by the wattage. For example, if a product has a luminous flux of 800 lumens and a power of 10 watts, its energy efficiency is 800/10 = 80 lumens per watt.

- You can then compare the product's energy efficiency to the new energy efficiency class for the product's luminous flux. For example, if a product has a luminous flux of 800 lumens, it must have an energy efficiency of at least 210 lumens per watt to be class A, between 120 and 210 lumens per watt to be class B, etc.

- This way you can find out what new energy label a product would have if you only know the old one. But you should be aware that the new energy labels also provide other information about the product's properties, such as color temperature, socket type and noise level, that you can't find on the old energy labels.

How can I find out if a product complies with the new energy labeling rules?

To find out if a product complies with the new energy labeling rules, you need to do the following:

- Check if the product has a new energy label, which shows the energy efficiency class from A to G, as well as other information about the product's characteristics.

- Scan the QR code on the energy label with your smartphone to access the European Product Registration for Energy Labeling (EPREL), where you can find detailed information about the product's energy consumption, luminous flux, color temperature, socket type and noise level.

- Compare the product's energy efficiency in lumens per watt with the new energy efficiency class for the product's luminous flux. Lumen is a measure of luminous flux, i.e. how much light the product emits. Watt is a measure of power, i.e. how much energy the product consumes.

- Please note that the new energy labeling rules apply to all light sources, such as light bulbs or LED modules/lamps, as well as to controllers that are needed to connect light sources to the grid. The old energy labeling rules only apply to light bulbs and LED lamps.