Frequently Asked Questions (FAQ)

To register on our website, you can click on the user icon in the top right corner to log in, and you will automatically receive a verification code at the email address you provided. Fill in all the requested information and click "Submit". You can also register from the shopping cart.

For customers in the lighting sector or those who own a business, we offer the possibility of a professional account. With this account, you will benefit from major advantages that help you stay competitive:

• Major discounts on our recommended retail prices for all our products.
• Your orders and their management will be handled personally.
• Your orders will be packed and shipped within 24/48 hours.
• Fully customized quotes for large orders.
• Secure online payments.
• Free shipping and returns* (check the terms and conditions).
• We extend the withdrawal period to 60 days.

To register as a professional, you can sign up as a customer on the website under the contact heading; here you can leave your details; in your message, state that you want to register as a professional. We will then contact you personally.

When your order is shipped, you will receive an email.

You do not need to remember a password; you only need to enter your email address and we will send an automatic login code via email.

Check that all the details you have entered are complete (address, postal code, phone number, chosen payment method). If the error persists, you can contact our Customer Service at +31 (0)85 303 3977, so we can resolve the problem as quickly as possible.

At Luranova, we offer various payment methods so you can choose the one that suits you best:

Credit card

At Luranova, we accept payments with VISA, Verified by VISA, American Express, MasterCard, and MasterCard SecureCode. The issuing bank of the card must be located in Belgium or the Netherlands.

PayPal

To pay for your order via PayPal, you must have a PayPal account. After selecting the PayPal payment method and confirming the order, you will be redirected to the PayPal platform, where you must enter your account codes to complete the purchase.

iDeal/WERO

The customer makes the payment via the secure online payment environment of their bank. This payment method is only possible if your bank supports iDeal/WERO payments.

Bancontact

We accept payments via Bancontact. You pay safely and directly via your own Belgian bank account or mobile app.

A few days after your order has been shipped, the invoice will be available in your customer account for you to download in the "MY ORDERS" section.

If you have a discount voucher, you must enter it at the end of the purchasing process before proceeding to payment. In the order summary, there is a box for you to enter the code. Promotions have discounts associated with them that are applied automatically when the promotion conditions are met, so it is not necessary to enter them in the respective box.

In case of an error when entering the discount voucher, you can contact us. A discount voucher cannot be applied once the order has been placed.

You can select the desired items and click on "add to cart". When you have added everything you need, click on the "shopping cart" (you can find this at the top right of the webpage); after checking that everything is correct, you can click on "Process order".

To finalize the order, you must confirm the shipping and billing address, the shipping method, and the payment method, and finally confirm the order after accepting the terms of purchase.

Important: if you select an item that is not marked as "in stock", this may cause a delay in the delivery of your order.

At Luranova, we work according to "Secure Payment" standards; you will need to confirm the purchase by means of a code that you receive on your mobile phone, via SMS, or in your bank's app.

We cannot guarantee that we can modify your order once it has been confirmed, as orders are prepared immediately and it is no longer possible to change them once they are packed. If you wish to make a change, you can contact our customer service department directly at (+31) (0)85 303 3977.

Due to mobility restrictions in some areas, our carriers report that delivery delays may occur.

Packages are delivered within 1-3 business days by transport companies Post NL/DHL after the confirmation of the order, provided that all products are marked "In stock, delivery in 1-3 business days". You will be able to track the shipment thanks to a URL that we will provide you. Shipping costs include packaging, handling, and shipping. Furthermore, they are insured against theft, loss, and/or breakage. Orders are not shipped or delivered on weekends and public holidays.

• In some areas, delivery may be delayed up to 48 hours.
• All orders that require mechanical unloading may be delayed up to 24 hours.
• If the weight of the shipment is more than 30 kg, the delivery may be delayed because special handling is required.

Returns are always possible, subject to the following deadlines:

• Private customers: up to 30 calendar days after receipt of the product.
• Professional customers: extended to 60 calendar days after receipt of the product.