FAQS

Welcome to Luminerot, we are delighted to count you among our future customers! 

To begin, we advise you to create your account and then, you are free to choose one or more models and add the products to your basket. To finalize your order, a delivery/billing address and a means of payment will be sufficient.

In the event of a payment problem, do not hesitate to contact us by email at contact@luminerot.com, our customer service is here to help you!

Once your order has been shipped, you can view the carrier and tracking number in your customer account. This information is also sent by email to the address you provided.

You can then go to the carrier's website, indicate your tracking number and check the progress of your order. Do not hesitate to contact us by email at contact@luminerot.com pour with any questions relating to delivery. 

Once the order has been validated, you can always contact us if you wish to modify your order by email at contact@luminerot.com

Unfortunately, once the order has been placed, you no longer have the option to modify it. However, you can contact our customer service who can modify it for you if it has not yet been sent.  

Once your package has been prepared by us, it is sent to the carrier who is responsible for transporting it to your home or to a relay point. We prepare your packages with care but despite all our efforts, it sometimes happens that the package is damaged during transport. 

It is therefore necessary to check in the presence of the delivery person the condition of the package (if the package is damaged or shows any abnormal traces) as well as the condition of the work (if the light fixture or lamp is broken, scratched, damaged, non-compliant or incomplete). 

In all cases, you must notify on the delivery note the observation you made during the check and/or refuse the goods. Subsequently, we invite you to contact us quickly to inform us of your situation by email at contact@luminerot.com

We do everything we can to ensure that your order is impeccable when you receive it. In the event of an error on the order, our customer service is at your disposal by email at contact@luminerot.com pour to find a solution with you. 

Need information or advice on our lighting fixtures ? Send us a message via our online chat or contact customer service directly by email at contact@luminerot.com. Nous we will be delighted to assist you in your purchases!

We announce an average delivery time of approximately 7 - 15 days, between placing the order, preparing our warehouses and shipping.

You still have not received your order ? We invite you to use the delivery tracking URL link available in your account. If the announced deadline has passed and you still have not heard from the carrier, contact us by email at contact@luminerot.com afin so that we can find a solution together. 

We currently deliver to mainland France and Europe.

If you have ordered several lights, don't worry. You should receive the rest of your order shortly. However, if an element is missing or if your product has arrived damaged or broken, please contact our customer service quickly by email contact@luminerot.com qui who will be responsible for assisting you in resolving your problem. 

We are sorry that this is the case. We implement strict quality controls when shipping our products. Breakage therefore remains exceptional but not impossible. Please note that you have 14 days from receipt of your order to make a complaint to us. Please contact our customer service by email contact@luminerot.com avec who will assist you in resolving your problem. 

Our recommendations upon receipt of your order:

Open the package and check the product before signing the delivery note, whether paper or electronic. Refuse the package if the delivery person does not let you the possibility of checking it.Refuse any damaged product and note on the delivery note “Refusal for damage”. 

The words “subject to unpacking” or packaging in good condition” are not valid in the event of a dispute. Refuse any product that does not conform to your order (model, color, size). No complaints will be accepted in the event of non-compliance with these recommendations.  

If you accepted the package despite a dispute with the delivery person, or if the package was delivered to a third party who did not open it and therefore, if the product contains an anomaly (breakage, different model or color of that ordered), you must send us an email at contact@luminerot.com acco with photos of the damage within 72 hours maximum from the date of receipt. 

You then have 14 days to exercise your right of withdrawal, that is to say, to return the product to us in its original packaging. The product having been accepted as compliant, return costs are the responsibility of the buyer. 

Valid promotional codes are those provided by LUMINEROT, Any promotional code you find on the internet will not work. Promotional codes cannot be provided to you upon simple request. They are transmitted in very specific cases. 

We accept the following credit cards: Carte Bleue, Visa, American Express, MasterCard as well as payments via PayPal. We take fraud and respect for your confidential information very seriously, which is why all payments are subject to 3D Secure validation.  

We take fraud and respect for your confidential information very seriously, which is why all payments are subject to 3D Secure validation.

Under no circumstances does LUMINEROT store or have access to your bank details. Likewise, for all payments via PayPal, PayPal ensures the confidentiality of your banking information.

First, you can try to pay again by checking that all your information is correct. If the problem persists, contact your bank. This is probably a problem with the limits on your bank account. If you have a payment problem, do not hesitate to contact us by email at contact@luminerot.com, our customer service is here to help you!

Need information or advice on our lighting fixtures ? Send us a message via our online chat or contact customer service directly by email at contact@luminerot.com. Nous we will be delighted to assist you in your purchases!

Yes, it is entirely possible to be a lighting reseller! How to proceed ? Simply send us an email at contact@luminerot.com et we will send you all the necessary documentation. 

For any collaboration requests, you can contact us by email at contact@luminerot.com! We will be delighted to study your proposals.