1. Simply email our customer service team to let us know you'd like to return something. We’ll then send you a return form.
2. Fill in the form with your order number, the items you’d like to return, your email address, and any other relevant details. The more information you provide, the smoother and quicker the return process will be – for both you and us.
3. Once we’ve received your completed form, you’ll get a return label by email.
4. Pack the items securely, attach the label, and drop off your parcel at the nearest DHL station or postal branch. You’ll receive a return receipt there.
5. As soon as your return arrives at our warehouse and has been checked by our team, we’ll issue your refund right away.

We offer free returns within Germany for 30 days from the date of your order.

After that, returns from Germany are subject to a return fee of €6.90.

Returns from other EU countries cost €9.90.

Returns from Switzerland or Liechtenstein cost €12.90.

The return period starts on the day you placed your order – not when the parcel arrives.

You have 30 days to return your order to us. We want every customer to experience our lamps, table lights, and solar lanterns before making a final decision – no surprises, no pressure.

Please note: Within the 14-day legal cancellation period, we kindly ask you to return the items in their original packaging and without any signs of use.

We’re sorry to hear that! If you’ve discovered a defect in one of our lamps, solar lanterns, or lighting products – or if something isn’t working despite careful quality checks – a return may not be necessary.

Please get in touch with our customer service team via hello@luuk-studio.com or through the contact form, so we can guide you through the next steps.

Ideally, include a short description of the issue and a photo of the defective item – this helps us process your case faster.

Important:
Please keep the defective item for at least 10 days after requesting a replacement, in case a return is needed.

As soon as your return has arrived at our warehouse and been checked by our team, we’ll issue your refund using the same payment method you used for your order.
We usually process the refund within 1–2 business days after receiving your return request. Depending on the payment provider, the amount will either be credited immediately or within a few days.

Please note:
Even if your refund is issued before your return is received, sending the item back is still required.

If you ordered your UUK Studio product via Amazon, the return must also be processed through Amazon.

You can use the Amazon Online Return Center to generate a return label and send the item back easily.

As long as the product is unused and undamaged, you have 30 days from the delivery date to return it.

If you’ve missed the return window, you may consider reselling the item, provided it’s still in like-new condition.

Once your return is processed by Amazon, you’ll receive your refund via the original payment method.

Please note:
Amazon handles all return logistics and refund processing for purchases made through their platform. This means we have only limited influence on Amazon’s internal procedures.

If you experience any issues, feel free to reach out to Amazon customer service through your account – or contact us directly at hello@luuk-studio.com or via our contact form. We’re happy to support you.

If your order includes a pre-order item, we’ll ship the entire package once all products are in stock.

This way, we avoid unnecessary shipments and packaging – for the sake of the environment.

As soon as your order is shipped, you’ll receive a shipping confirmation by email including your tracking link. You can check the delivery status at any time using that link.

Please note: delivery times may vary depending on the items selected and the shipping method.

Why hasn’t my order shipped yet?

We usually dispatch orders on the next business day. In some cases, it may take a little longer – thank you for your patience while we prepare your shipment.

Can I change the delivery date or location?

Yes! Once your parcel is on its way, our shipping partner will send you a tracking email. From there, you can choose a different delivery day or select a pickup location (like a parcel shop).

What happens if I miss the first delivery attempt?

If you're not home, the tracking link will show where your parcel was left – for example, with a neighbor or at a nearby pickup point. In some cases, another delivery attempt will be made.

• My parcel should have arrived by now!
  
  Please check the tracking link to see if the package was delivered to a neighbor.
  
  If not, and if the shipping status hasn’t changed in 5 days, please get in touch with us via email at hello@luuk-studio.com or through our contact form – we’ll look into it right away.

We currently ship all orders via DHL GoGreen, using climate-friendly standard shipping.

- Shipping within Germany is free of charge.
- Shipping to other EU countries costs €9.90 per order.
- Shipping to Switzerland or Liechtenstein costs €12.90.
- For other destinations, shipping costs may apply – you’ll see all details during checkout.

You’ll also find your estimated delivery time in your order summary and confirmation email. Please note that delivery times may vary depending on the items selected and the shipping method.

We do not yet offer express shipping, but if your order is time-sensitive, feel free to reach out – we’ll do our best to find a fast and suitable solution.

Delivery days: Monday to Saturday, depending on the carrier (e.g. DHL, Post AT, Swiss Post). At checkout, we’ll show you the expected delivery window for your location.

Where can I have my order delivered?

- DHL Packstations
- DHL parcel shops

Our shipping partners also offer contactless delivery. You’ll receive a delivery notification by email or text, where you can choose a drop-off location (e.g. in front of your door) or adjust the delivery day if needed.

DHL GoGreen is DHL’s climate-friendly shipping service.

It offsets the carbon emissions generated during transport by investing in certified environmental and climate protection projects.

At LUUK Studio, all parcels are shipped using DHL GoGreen – because thoughtful design deserves responsible delivery.

Shipping:
Standard delivery within Germany is free of charge and climate-neutral via DHL GoGreen.
Shipping to other EU countries costs €9.90 per order.
Shipping to Switzerland or Liechtenstein costs €12.90.

Express shipping is not currently available.
For deliveries to other countries, please contact us in advance at hello@luuk-studio.com.

Returns:
Returns within Germany are free for 30 days from the order date.
After that, a return fee of €6.90 applies. Returns from other EU countries cost €9.90.
Returns from Switzerland or Liechtenstein cost €12.90.

If you’ve entered the wrong delivery address, please contact us as soon as possible at hello@luuk-studio.com.

If your order hasn’t shipped yet, we’ll do our best to update the address before it leaves our warehouse.

If your parcel has already been dispatched, we may no longer be able to change the delivery address – but we’ll help you find a solution together with the shipping provider.

We’re sorry if your parcel arrived in damaged condition.

Please contact our customer service team to report the issue and include a photo of the damaged shipping box.

Are the items inside undamaged?

If only the packaging was affected and you'd like to return something, you’re welcome to use any box of your choice for the return.

Just make sure to use the return documents provided by our customer service via email – this ensures your parcel is sent to the correct return address.

Please note that we’re unable to replace damaged shipping materials. Thank you for your understanding.

We currently ship to the following countries:

- Germany (free shipping)

- All EU countries (€9.90 per order)

- Switzerland & Liechtenstein (€12.90 per order)

For shipping to other countries, please contact us in advance at hello@luuk-studio.com – we’ll be happy to check the available options for you.

You can also find our products on Amazon in the following countries:
Portugal, United Kingdom, Sweden, Turkey and (limited availability) Dubai.

There can be several reasons why a payment method isn’t available at checkout:

• Delivery and billing address do not match. This may be due to a typo, a recent move, a name change, or a change in postal districts.
• There’s an open balance from a previous order. Sometimes this simply means a bank transfer hasn’t been credited yet or a return hasn’t been fully processed.
• We work with independent credit agencies to help assess payment risks – as do many platforms. In some cases, this may result in certain payment methods (like purchase on account) not being offered.
• Pre-orders cannot be paid by invoice due to the extended delivery time and payment deadlines.
• For customers in Switzerland, Klarna is unfortunately not available.
  

We also reserve the right to limit payment options for individual orders based on internal criteria.

What can I do if my preferred payment method is not available?

• Make sure no previous orders are still open and that all payments have been completed.
• Check your billing and delivery address – correcting differences can help.

Please note:
Our customer service team cannot manually unlock a specific payment method or access detailed reasons why a certain option is unavailable.

We care deeply about protecting your personal data. That’s why payment options are reassessed with every new order – and your preferred method may be available again next time.

Your refund will always be issued using the original payment method you selected at checkout.

When will I receive confirmation of my return?

Once your return has arrived at our warehouse, we’ll check the returned items.

Please allow up to 10 business days for us to confirm your return – although it usually happens much faster.

Here’s how we process refunds depending on your payment method:

• Credit Card:
  The amount will be refunded to the credit card you used. You’ll see the refund on your next credit card statement. In some cases, the refund date may match the original payment date.
• PayPal:
  The refund will be issued to your PayPal account. Depending on your PayPal settings, the amount may either remain in your PayPal balance or be transferred back to your linked bank account.
• Gift Card:
  Refunds will be credited to the same gift card originally used. A cash payout is not possible.
  If you paid partly by gift card and partly by another payment method, we’ll first credit the gift card amount to the items you kept. The remaining balance will be refunded to the second payment method used.
• Klarna (Invoice or Immediate Payment):
  Your refund will be forwarded to Klarna. Klarna will then refund the amount through the same method you used.

Your invoice is automatically included in the order confirmation email we send you after checkout.

If you haven’t received the confirmation, please check your spam or junk folder.

If you’ve accidentally deleted the email, just reach out to our customer service team – we’ll be happy to resend your invoice.

Contact us anytime at hello@luuk-studio.com.

You can pay with the following methods:

• Paypal
• Klarna Pay Later (Invoice)
• Klarna Pay Now (Immediate Bank Transfer)
• Credit Card (Visa, Mastercard)

Please note:
For international credit card payments, your bank may charge foreign transaction or currency conversion fees.

If you’d like to file a complaint or report a defect, please contact our customer service team directly at hello@luuk-studio.com or use our contact form.

To help us resolve your case quickly, please include:

• A short description of the issue
• Your order number
• Photos of the affected product and packaging (if applicable)

We’ll get back to you as soon as possible and work together on a solution that feels right.

If you’d like to change or cancel your order, please contact us as soon as possible at hello@luuk-studio.com.

If your order hasn’t been shipped yet, we’ll do our best to adjust or cancel it for you.

Once the parcel has left our warehouse, changes are unfortunately no longer possible – but you can still return the items after delivery.

We’re sorry for the mix-up! Please contact our customer service team at hello@luuk-studio.com or via our contact form.

Let us know your order number and which item you received by mistake.

If possible, please include a photo of the incorrect item – this helps us resolve the issue quickly.

We’ll get back to you right away with the next steps.

We’re sorry your parcel arrived damaged.

Please contact us at hello@luuk-studio.com or via our contact form and include the following:

• A photo of the damaged shipping box
• A short description of the issue
• Your order number
  

If the products inside are undamaged and you wish to return something, you can use any suitable packaging for the return.

Just be sure to use the return documents provided by our customer service – this ensures your parcel reaches the correct return address.

Please note that we’re unable to replace damaged shipping boxes. Thank you for your understanding.

We’re sorry your order was cancelled. In most cases, this happens because:

• The payment couldn’t be completed
• An item was unexpectedly out of stock
• There was an issue with the delivery address or order details

You haven’t been charged for cancelled orders.

If you’re unsure why your order was cancelled or need help placing a new one, feel free to reach out to us at hello@luuk-studio.com – we’re happy to help.

Yes – you can purchase LUUK Studio gift cards directly in our online shop.

Simply type "gift card" into the search bar to find the right option.

They make a thoughtful gift for anyone who loves timeless design and atmospheric lighting. Our gift cards are sent digitally by email and can be redeemed at any time during checkout.

No – discount codes cannot be combined. Only one code can be used per order.

If you have multiple codes, simply choose the one that works best for your current purchase.

Feel free to save the others for a future order (as long as they’re still valid).

Yes – during checkout, you can choose whether to place your order as a guest or create a customer account.

If you already have an account, you can simply log in and complete your order quickly.

Having a customer account comes with benefits:

• Access to exclusive offers and promotions
• Early updates and design inspiration from the LUUK community
• A faster checkout experience – with your name, shipping address, and payment method saved for future orders

Thank you for confirming your email address!

Your discount code should already be on its way to your inbox.

Please note that it may take a few minutes to arrive. Also check your spam, junk, or promotions folder – depending on your email provider, the message might have landed there.

From experience, some providers like IONOS, T-Online, or web.de occasionally block automated emails.

If that’s the case, try using a different email address or reach out to our customer service via the contact form – we’ll make sure you receive your code.

You can subscribe to our newsletter directly on our website – simply enter your email address in the newsletter signup section and confirm your registration via the link we’ll send you.

Want to unsubscribe?
No problem – you’ll find an unsubscribe link at the bottom of every LUUK Studio newsletter.

Just one click and you’re out (though we’ll miss you!).

Need a return label? It’s easy:

Just contact our customer service team via email or the contact form on our website.

To ensure a smooth return process, please include your invoice or order number and let us know the reason for your return.

We’ll then send you your return label right away – along with everything you need for the return.

Want to change your name, email address, or other personal details?
Just contact us directly via our usual support channels – we’ll be happy to assist you with updating your information.

Moved recently or need to update your shipping address?
You can change your address anytime in your customer account under “Addresses” for future orders.

Forgot your password?
No worries – LUUK Studio no longer requires a fixed password.
Simply enter your email address in the login area, and we’ll send you a one-time access code to log in securely.

If you’d like to delete your LUUK Studio account, please contact our customer service team directly.

Before we can process your request, please make sure that:

• All outstanding payments have been settled
• All refunds have been received
• No remaining gift card balance is linked to your account
• No orders are currently in transit
  

If any of these conditions are not yet fulfilled, we won’t be able to delete your account immediately.

In that case, we kindly ask you to resolve the open points first.

For pending refunds or deliveries, we appreciate your patience. Once everything is complete, we’ll gladly process your account deletion.

Our customer service team is available Monday to Friday from 10:00 am to 5:00 pm (CET).

Please note that response times may vary slightly depending on demand.

The best way to reach us is by email at hello@luuk-studio.com or via the contact form in our online shop.

If you have your invoice or order number ready, feel free to include it in your message – it helps us support you faster.

Providing excellent service is our top priority.

We usually respond within one business day. During peak times (e.g. around Christmas), it might take a little longer – but we’ll always keep you informed with an automatic confirmation.

All inquiries are answered in the order they are received, regardless of the channel.

Rest assured: we treat every message with care and aim to respond reliably and as quickly as possible.

At LUUK Studio, sustainability and a fair, conscious use of resources are fundamental to who we are.

We regularly undergo external audits of our climate strategy and sustainability efforts through ClimatePartner.

The ClimatePartner Certified label makes climate action transparent and verifiable. When you see this label, you can be sure that:

• The CO₂ emissions of the certified product or company have been calculated
• Clear reduction targets have been defined
• Reduction measures have been implemented
• Verified climate protection projects have been financially supported

We believe that good design should always go hand in hand with responsibility – for people and for the planet.

At LUUK Studio, sustainability is at the heart of everything we do. We place great value on environmentally friendly materials, energy-efficient technologies, and fair production conditions.

Materials:
Our products are made from high-quality, durable materials like aluminium and wood – chosen not only for their aesthetic appeal but also for their resource efficiency.

Energy efficiency:
Many of our lights feature LED technology and solar modules, helping to reduce energy consumption and make use of renewable energy sources.

Packaging:
We use eco-friendly, recyclable packaging materials to reduce waste and lower our environmental footprint.

Production:
All LUUK Studio products are made under fair working conditions. We’re committed to transparency and ethical standards across our entire supply chain.

Through these efforts, we aim to create lighting that not only looks and functions beautifully – but also contributes positively to the planet.

At LUUK Studio, sustainability is more than just a feature of our products – it’s a core part of our company culture.

We take a holistic approach to reducing our environmental footprint and acting responsibly across all areas of our business.

Climate neutrality:
We continuously work to reduce our CO₂ emissions and offset remaining emissions through certified climate protection projects. That’s why we regularly undergo independent certification by ClimatePartner.

Green energy:
Our headquarters in Munich is powered entirely by renewable energy.

Climate-friendly shipping:
All orders are shipped using DHL GoGreen, a service that offsets shipping emissions by investing in global climate protection initiatives.

Transparent climate strategy:
We believe in open communication about our sustainability efforts and share our goals and progress transparently.

Through these and other initiatives, we aim to make a positive environmental impact – not only through our products, but as a company.

Our decision not to produce exclusively in Germany is based on a thoughtful balance of ecological, social, and practical factors.

Long-term partnerships:
We’ve been working closely for many years with family-run manufacturers who share our values around quality, sustainability, and fair working conditions. These long-standing relationships are important to us – and we feel a strong sense of responsibility toward our partners.

Sustainable production:
Our production partners use environmentally friendly methods and sustainable materials to help us minimize our ecological footprint.

Fair working conditions:
We place great importance on ensuring that all LUUK Studio products are made under fair and ethical working conditions. Our partners meet international standards for social responsibility.

Efficient supply chains:
By choosing production sites strategically, we’re able to optimize transport routes and reduce CO₂ emissions.

We believe that responsible production knows no borders.

Our goal is to offer products that are as ethical as they are aesthetic.

Yes – all product development is done in-house at LUUK Studio.

From the first sketch to the final design, each piece is created with great attention to detail in our studio in Munich.

We focus on timeless design, functionality, and sustainability – values that shape every step of our creative process.

At the same time, we deeply value the close collaboration with our long-standing, family-run manufacturing partners. Their craftsmanship and expertise play a key role in bringing our ideas to life.

This partnership allows us to create lighting objects that meet the highest standards in both aesthetics and quality – and truly reflect the character of LUUK Studio.