1. Contact customer service by email about your planned return. We will then send you a return form.
2. Fill out the return form above, stating your order number, what you are returning, your email address, and so on. The more information you provide on the form, the faster and easier the return will be for you and, of course, for us.
3. You will then receive your return label by email.
4. Take the packaged shipment with the label to the nearest Packstation or DHL branch and you will receive a receipt for your return.
5. We will receive notification of your return and arrange for a refund of the invoice amount as soon as possible once your return has arrived at our returns warehouse and has been checked by our team.

We offer you a 30-day free return service within Germany (cut-off date: your order date). After that, returns from Germany cost €9.90.

Returns from other European countries cost €12.90.

Returns from Switzerland or Liechtenstein cost €19.90.

You have the option to return your order to us within 30 days. We want to give every customer the opportunity to test our lamps, table lamps, and solar lanterns before buying a pig in a poke.

Please note: As part of the 14-day right of withdrawal, we ask that you return the products in their original packaging and without any signs of use.

If you have found a defect in our lights, solar lanterns, or lamps, or if your item does not work despite careful inspection before shipping, a return is not necessarily required. Please contact customer service directly by email at hello@luuk-studio.com or via the contact form to discuss how to proceed. Ideally, you should send us a photo and a brief description of the defective item.

Please note that defective products must be kept for 10 days after requesting new goods in case they need to be returned.

Refunds are usually made using the original payment method. We usually manage to process refunds within 1-2 business days. Depending on the payment method, the amount will then be refunded immediately or after a short period of time.

Please note that you must still return the item even if you receive a refund before you return it.

Returns of LUUK Studio products ordered via Amazon must also be processed there. You can use Amazon's online returns center, where you can print out a shipping label, for example. As long as the products are unused and undamaged, you have 30 days from receipt of the goods to do so. If you missed the deadline for initiating a return with Amazon, you can also sell the goods there, for example. Again, the products should be in mint condition. Once your Amazon return has been processed, you will receive a refund.

Please note that returns for Amazon orders are also handled directly by Amazon. We therefore have only limited influence on Amazon's internal processes. If you encounter any problems, you can contact customer service directly via your Amazon customer account or contact us by email at hello@luuk-studio.com or via our contact form.

If your order contains a pre-ordered product, we will ship everything together in one parcel as soon as all items are in stock.

We will inform you of the estimated delivery time for your order in the order overview and in your order confirmation email—however, this time may vary depending on the items selected and the shipping method.

Why hasn't my order been shipped yet?

Please give us some time to prepare your order for shipping. We usually ship orders the next business day, but some orders may take a little longer.

Can I change when and how my package is delivered?

Yes, you can! Our shipping partners will always send you an email to notify you of your package delivery. You can use this to specify your preferred delivery location, such as a parcel shop, or change the delivery date.

What happens if I am not there for the first delivery attempt?

If the parcel carrier does not find you at home, you can use the tracking service to see whether your parcel has been delivered to a neighbor or a branch, for example. In some cases, a second delivery attempt will be made.

My parcel should have arrived already!

Please check the tracking information to see whether the parcel has been delivered to a neighbor. If it has not been delivered to a neighbor and the shipping status has not changed for 5 days, please contact us by email or via the contact form.

• We currently ship all orders with DHL GoGreen Plus at the standard shipping rate. 
• Standard delivery with DHL GoGreen Plus within Germany costs €6.90. 
• Shipping to other countries in the European Union costs €11.90 per order.
• Shipping to Switzerland or Liechtenstein costs €15.90.
• Otherwise, additional costs may apply.  We will inform you about them at checkout. We will also inform you about the expected delivery time of your order in the order overview and in your order confirmation email – however, this time may vary depending on the selected items and shipping method.
• Express shipping is currently not available. If you are in a particular hurry, please contact us directly so we can find a good solution. 

Delivery always takes place Monday to Saturday with our shipping partners (e.g. DHL, Post AT, Swiss Post). When you complete your order, we will show you the period in which your parcel is expected to arrive.

Where can I have my order delivered?

• Your preferred address
• DHL Packstations
• DHL parcel shops

Contactless delivery

Our shipping partners offer contactless delivery. You will always receive a parcel notification from them. This allows you, for example, to choose a preferred drop-off location at your front door. Other options are also available – for example, you can change the delivery day if you won't be at home on the expected delivery date.

GoGreen Plus is a DHL service that we book for our parcel shipments. With it, we support measures by which Deutsche Post and DHL replace fossil fuels in their network with alternative fuels and technologies. These measures take effect across the entire DHL network – so your parcel itself is not necessarily transported by these vehicles. You can find more information at www.gogreenplus.de.

Delivery:

Our standard delivery with DHL GoGreen Plus within Germany costs €6.90.

Shipping to other countries in the European Union costs €11.90 per order.

Shipping to Switzerland or Liechtenstein costs €15.90.

Express shipping is currently not available.

Shipping to other countries is only possible on prior request via our email address hello@luuk-studio.com.

Returns:

Returns within Germany are free of charge 
within 30 days. After that, a return from Germany costs €9.90.

A return from other European countries costs €12.90.
A return from Switzerland or Liechtenstein costs €19.90.

If a shipment is not accepted by the customer or not collected from the shipping provider within the storage period and is returned to us, we reserve the right to deduct the return shipping costs actually incurred from the refund. The customer retains the right to prove that no or lower costs were incurred.

Have you already placed an order, but the address is incorrect?

You can cancel your order yourself up to 30 minutes after we receive it. Cancellation is also necessary if you want to change the delivery address, color, or size. After 30 minutes, this is no longer possible.

If you have a customer account with us, you can easily carry out the necessary steps yourself:

1. Select your order in your customer profile.
2. Then click on the “Cancel order” button. Your order will then be automatically canceled and the purchase price refunded via your previously selected payment method.

We apologize if you received a damaged package.

In this case, please contact our customer service directly to submit your damage report. Please also send us a photo of the damaged shipping box.

Are the items you ordered undamaged?

If only the package was damaged and you would like to return something, you can simply use any packaging of your choice for the return shipment. Please use the return documents that you will receive from our customer service department by email to ensure that the return shipment is sent to the correct address.

Please understand that we cannot replace damaged shipping materials.

Our online store currently delivers to the following countries:

• Germany
• European Union member states
• Liechtenstein, and Switzerland

If you would like to order from other countries, you can also find our products on online platforms such as Amazon.

Our products are available on Amazon in the following countries:

Portugal, United Kingdom, Sweden, Turkey, and (to a limited extent) Dubai.

Possible reasons why a payment method is not available:

• The delivery and billing addresses do not match.
• The combination of name and address could not be found. This can be the case, for example, due to spelling mistakes, moving house, marriage, or changing municipalities.
• There is still an outstanding amount for another order – which sometimes simply means that a transfer has not yet been credited to our bank account or a return has not yet been posted.
• Like other platforms and websites, we use independent credit agencies to help us assess your creditworthiness. In some cases, their data may result in certain payment methods (e.g., purchase on account) not being displayed.
• Unfortunately, we cannot offer purchase on account for pre-orders due to the deadlines involved.
• Klarna is unfortunately not available as a payment method for our Swiss customers.

We reserve the right not to offer a payment method for some orders.

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

Check whether you have any outstanding orders and pay for them. If your delivery and billing addresses do not match, you can change them before completing your order.

Please note that our customer service team is unable to activate an individual payment option for you if it is not offered or to provide you with the reasons for this. The protection of your personal data is very important to us.

We check which payment methods we can offer for each new order. It is therefore possible that your preferred payment method will be available again when you place your next order.

Your return will always be credited according to the payment method you chose when placing your order.

When will I receive confirmation of my return?

Once we have received your return, we will check what you have sent back. Please allow up to 10 business days for us to confirm your return, although it usually takes less time than this.

The purchase amount will be credited as follows, depending on the payment method:

Credit card:

The credit will be transferred back to the credit card account we charged. You can see the transfer on your next credit card statement. The date of the transfer may coincide with the date of payment.

PayPal:

The credit will be transferred to the PayPal account you used. You can specify in PayPal whether the amount is deposited into your PayPal account or transferred back to your bank account.

Gift voucher:

The refund will be credited to your originally selected gift card. Cash payment of the credit balance is not possible. If you combined the gift card with another payment method, we will offset the gift card value against the items you are keeping. We will refund the excess amount according to your chosen payment method.

Klarna invoice or instant purchase:

We will forward your refund to Klarna, where it will be refunded via your payment method.

You will automatically receive your invoice in your order confirmation email.

If you have not received the order confirmation, please check your spam folder in your email program.

If you have already deleted the email, simply contact our customer service team, who will be happy to help you.

• PayPal
• Klarna Purchase on account
• Klarna Instant purchase
• Credit card (For payments from abroad, foreign transaction fees and conversion fees may be charged by your bank.)

Is your item defective or damaged?

We apologize for the inconvenience. Please submit your complaint directly to our customer service department using the contact form in our online shop or by email.

Please note that you must provide us with the reason for your complaint, as well as your invoice and/or order number.

We ask that you provide as much information as possible so that we can review your complaint quickly.

Unfortunately, for logistical reasons, you cannot cancel an existing order at this time.

Did you receive the wrong item instead of the one you ordered? Or did you receive an additional item that you didn't order?

Please contact us via one of the usual contact options by email or using the contact form. Provide us with your order number and details of the incorrect item. Our customer service team will be happy to take care of it immediately.

We're sorry if you received a damaged parcel. Please submit your damage report, stating your invoice/order number, immediately after receipt by email or via the contact form. 

Are the ordered items undamaged?

If only the parcel was damaged and you would like to return something, you can simply use packaging of your choice for the return. You can get a return label directly from our customer service via the usual contact options. 
Unfortunately, we cannot replace damaged shipping materials.

Was an item damaged in transit or is it missing?

Please contact us using one of the contact options. If you give us your order number, we can help you particularly quickly.

We apologize if your order has been canceled by us. Sometimes an item is already sold out but is still shown as available in the online store. If an item is particularly popular, it may have sold out shortly before you completed your order. In very rare cases, our system may not be able to update this information in time, meaning that the order has to be canceled afterwards. We apologize if the item you wanted is sold out. As soon as the item is available again, we will send you a notification by email if you wish.

Will the invoice amount be debited from my bank account in the event of a cancellation?

Of course, you do not have to pay for items that have been canceled. We will refund the entire amount to you immediately.

The simple answer is “yes”! You can purchase gift cards in our online shop. Just enter “gift card” in the search function in the online shop.

We will send the gift card as soon as we have received your payment.

Unfortunately, no. Discounts cannot be combined with each other.

Yes. During the ordering process, you can choose whether you want to place your order as a guest or create a customer account.

If you already have a customer account, you can simply log in and place your order right away.

Customers with a customer account benefit from special promotional offers and regular news and design inspiration from the LUUK community.

In addition, customers with a customer account will be able to shop even faster and more conveniently in our online shop in the future, as certain fields in the ordering process (name, delivery address, payment method, etc.) can be saved for future orders.

Thank you for confirming your email address. Your voucher should already be on its way to your inbox. Please note that delivery can sometimes take a while.

Be sure to check your junk/spam folder and, if available, the folder under the “Advertising” tab. Experience has shown that there are often problems with the delivery of emails to IONOS, T-Online, and web.de mailboxes.

In this case, please try a different email address or contact our customer service via the contact form.

Newsletter subscription

You can subscribe to our newsletter at any time via our online shop.

Newsletter unsubscription

Send us a quick email or contact us via the contact form in the online shop if you no longer wish to receive promotional emails from us.

Alternatively, you can scroll to the bottom of any of our newsletters and click on the “Unsubscribe” button—the last newsletter email may be too long, so you may need to select “Show full email” first.

Do you need a return label? It's easy:

Please contact our customer service by email or using the contact form on our website.

To ensure a smooth return process, please always include your invoice/order number and the reason for your return.

We will then send you a return label immediately.

Would you like to change your name, password, or email address?

Please contact us directly using the usual contact details. We will be happy to help you update your details.

Have you moved and/or changed your delivery address?

You can update your address in your customer account under Addresses for future orders.

Have you forgotten the password for your customer account?

No problem! We no longer require a fixed password. Simply enter your email address in the login area and we will send you a one-time login code that you can use to log in.

If you would like to delete your customer account, please contact our customer service directly. Please note that we can only delete your customer account once

• all outstanding amounts have been paid
• you have received all refunds due from us
• there is no credit remaining on your customer account from the redemption of a gift voucher
• none of your orders are still in transit.

If any of the above conditions are not met, we will not be able to delete your customer account immediately. In this case, we ask you to first resolve any outstanding issues. With regard to outstanding refunds and orders that are currently being shipped, we ask for your patience so that we can fulfill your request to delete your customer account.

Our customer service is available for you as follows:

Monday to Friday: 10:00 a.m. to 5:00 p.m. (Depending on workload, there may be exceptions).

Ideally, you should contact us by email at hello@luuk-studio.com or via the contact form in the online shop.

If you have an invoice and/or order number to hand, please provide this with your enquiry.

Good and fast customer service is our top priority. Normally, our response time is a maximum of one working day. In exceptional cases (e.g., during peak times around Christmas), it may take longer, but we will inform you of this in a confirmation of receipt of your message.

Requests are answered in chronological order, regardless of which channel we are contacted through, as our customer service team handles all channels in parallel.

We assure you that we will respond to every request reliably, conscientiously, and as quickly as possible!

Good design should bring joy for a long time. That's why we focus on high-quality materials and careful craftsmanship.

• Materials: Depending on the model, our lights are made of aluminium, steel, glass or wood. You'll find the exact materials on each product page.
• Light & energy: Our lights use LEDs. The SOLIS and CAIA models also feature a solar module that charges with sunlight during the day – alternatively, you can charge via USB-C.
• Production: Our lights are made in small, family-run manufactories that we have been working with for many years.

Product development and design take place in our studio in Munich.

Yes, product development at LUUK Studio is in our own hands. From the first sketch to the final design, our products are created with great attention to detail in our studio in Munich. We place great value on timeless design, functionality and durability.

At the same time, we value our close collaboration with our long-standing, family-run manufactories. Their craftsmanship and experience play a key role in bringing our designs and project ideas to life. This partnership allows us to create products that meet the highest standards of both aesthetics and quality.

This combination of our own design and trusted collaboration with our partners results in products that authentically reflect the character of LUUK Studio.