FAQ

Products and availability

Catalogue

It is possible to download the catalogue by visiting the following link https://www.ideal-lux.com/en/downloads/.


Products’ availability

You can check availability inside each product’s page.


Product’s 3D model

Please contact the customer service for the 3D model.


Product’s Warranty

The warranty lasts for 5 years (this is valid only for products bought through the e-commerce).


I need a replacement

Please contact the customer service for the replacement needed.


Mounting instructions

The mounting instructions of each product can be downloaded inside each product’s page, entry “download”.


Do the items arrive already assembled?

No, the mounting instructions are included in the box.


Is it possible to customize a product?

For any customization’s requests, please contact thecustomer service.

Orders and delivery

How can I place an order?

To order you need to select the product, add to cart and follow the instructions to the check out.


Cancel or modify an order

To modify or cancel an order please contact the customer service.


Track my order

It is possible to track the order by entering the link received from the transport company in charge.


How you deliver oversized boxes?

The deliveries of oversized boxes (namely boxes which are bigger than standard dimensions) are entrusted to different couriers because of their complex management and may take a few days longer to be delivered. Moreover, it is necessary to contact Lampick Customer Service to track these deliveries.


Change the billing address

To modify the billing address please contact the customer service.


Do I receive an e-mail with the order confirmation?

Yes, as soon as we get the order you will receive an e-mail with the order confirmation.


Change address or delivery date

The recipient receives from the courier a notice with the estimated delivery date. It is possible to modify the date and/or the delivery address by entering the link received from TNT or Fedex.


I need the invoice of my order

When you place the order, you can request the invoice by filling in the billing information.


How long does it take to process my order?

The order will be processed in 24h.


Which transport company will deliver my order?

The forwarding agent changes depending on the country of destination and on the box dimensions.


Delivery time

Delivery in Italy takes place in 24 hours on average. Exception made for the islands and for remote locations for which a few more days are required.
Delivery time abroad vary from 48 / 72h with standard rate to 24h with express rate. Exceptions made for remote or troubling locations for which a few more days are required for the delivery.


Delivery costs

Delivery in Italy is free of charge for orders starting from 99€. For amount less than 99€ the cost of the delivery is 5€. Delivery abroad, using the standard service, is free for orders starting from 99 €. For amount less than 99€ the cost of the delivery is 15€. Using the express service, delivery abroad costs a fixed price of 100 €.


Change delivery address

It is possible to change delivery address. If the order is being processed extra costs may be required.


I was not at home when they delivered my order. What should I do?

Please contact the customer service who will verify the situation.


I have ordered several products, but I have only received one. Why?

Please contact the customer service who will verify the situation.


I have received a different item than the one ordered

Please contact the customer service who will verify the situation.


How are the products packed?

The packaging changes depending on the type of product and on its dimensions. The material used respect the environment and as being recyclable can be re-used.


I have placed two orders in the last few minutes. Do I have to pay carriage for both orders?

If the orders are not carriage paid, you will be charged for carriage on both orders.

Returns, reimbursements and payment methods

Authorized payment methods

The authorized payment methods are: Paypal, Bank transfer, Mastercard, Visa, Maestro and Apple Pay.


Is it possible to change payment options?

Payment’s option can be modified only before order confirmation.


Is it possible to return one product or a complete order?

Yes it is possible to return an item or a complete order. To organize the return it is necessary to fill in the following return module (in italian or in english) and to send it to the customer service [email protected]. The return policy is regulated in the general terms and conditions of sale.


What is the deadline to make the return?

The customer has the right to terminate the Contract made with the Supplier, without any penalties and without specifying the reason within 14 (fourteen) calendar days from the day of delivery of the products purchased on the B2C Platform. The return policy is regulated in the general terms and conditions of sale.


What status must the product be for the return?

It is possible to return any Products provided that it is new, unused, equipped with its original box, the assembly instructions, the warranty book, the certificates and the accessories.


Is there return costs?

If the product is returned within the timing provided by the regulation, no additional costs will be applied.


Time and method for the reimbursement

The refund is made after the company has received the product back and has verified that the general terms and conditions of sale.


I have received a damaged product

Please contact the customer service who will analyse your case and decide whenever to supply a spare part or a complete new product<./p>

My account

How do I create my own account?

You can create your personal account by registering at the following link.


How do I cancel my account?

You can cancel the personal account entering your reserved area and choosing the option "delete my account".


I forgot the password to my reserved area

You can reactivate the password by clicking on "change password" at the following link.


I want to subscribe to the newsletter

You can select this option during your account registration or during the checkout .


I want to cancel from the newsletter

You can unsubscribe from newsletter by visting your account settings.


Are my personal information safeguarded?

The personal information are protected as shown privacy policy.


How can I contact the customer service?

You can contact the customer service using the following options - by filling in the Contact form here or by sending an e-mail to [email protected]