FAQ

Not at the moment, we sell exclusively online.

We use different suppliers. They alone take care of the design of the article.

Lustria only deals with the resale of items.

We work with different suppliers, the majority of which are located in China.

We pay great attention to the quality of the items distributed.

If you encounter any difficulty, our after-sales service can be reached 5 days a week.

Welcome to Lustria, we are delighted to have 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 payment method will suffice.

If you have any payment problems, please do not hesitate to contact us by email info@lustria.fr , 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 , enter your tracking number and check the progress of your order.

You can also track your order on our website in the section: Order Tracking.

Once the order is validated, you can always contact us if you wish to modify your order by email at info@lustria.fr

Unfortunately, once the order is 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 will take care of delivering it to your home or to a relay point.

At Lustria, 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 signs) as well as the condition of your order (if the light fixture or lamp is broken, scratched, damaged, non-compliant or incomplete).

In all cases, you must note 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 info@lustria.fr

We do everything we can to ensure that your order is impeccable when you receive it.

In case of an error on the order, our customer service is at your disposal by email at info@lustria.fr 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 info@lustria.fr . We will be happy to assist you in your purchases!

In order to offer free shipping, our items are stored within the European Union.

However, for certain items, particularly the larger ones, we use collaborators who store their products in China.

Yes, the items are to be assembled. Assembly instructions are provided in the package upon delivery.

If not, please contact our customer support immediately to receive it by email.

We announce an average shipping time of 48 to 72 hours to prepare and pack your order.

Outdoor Lighting : 10 to 15 working days.

Wall Light : 10 to 20 working days.

Lamp : 15 to 20 working days.

Suspension : 30 to 45 working days.

Ceiling light : 20 to 30 working days.

Lighting : 20 to 45 working days.

Floor lamp : 30 to 45 working days.

The Covid-19 epidemic has no major impact on Lustria's activities. All our deliveries are assured because the packages do not constitute a source of contamination as long as the barrier gestures are applied . (see report of the Ministry of Economy, Finance and Recovery).

However, packages may experience some delays depending on the region. To track your packages, simply use the tracking URL link available in your account .

If Lustria cannot honor the shipment of your order immediately, you will be informed as soon as possible .

You still haven't 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 info@lustria.fr so that we can find a solution together.

We currently ship worldwide.

If you ordered multiple lights, don't worry. You should receive the rest of your order shortly.

However, if an item is missing or if your product arrives damaged or broken, please contact our customer service quickly by email ( info@lustria.fr ) who will assist you in resolving your problem.

We are sorry that this is the case. We have strict quality controls in place when shipping our products.

Breakage therefore remains exceptional but not impossible. Please note that you have 14 days from the purchase of your order to make a complaint to us. Please contact our customer service by email ( info@lustria.fr ) who will assist you in resolving your problem.

Our recommendations when receiving 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 give you the opportunity to check it .

Refuse any damaged product and note on the delivery note “Refusal due to damage”.

The terms "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 have 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 consequently, if the product has an anomaly (breakage, model or color different from that ordered), you must send us an email to info@lustria.fr accompanied by photos of the damage within 72 hours maximum from the date of receipt.

You have 14 days to exercise your right of withdrawal. This protection is valid from the day you received your order .
Once this deadline has passed, we will no longer be able to accept a refund.

Once your refund request has been accepted, you will need to return your order in its original packaging . The product having been accepted as compliant, the return costs are the responsibility of the buyer .

If you are not satisfied with your order, you can return it within 14 days.

How to return your order?

1. Contact support by providing your order number + send a photo of the item received.
2. Our customer service will send you the return slip (for eligible products).
3. You will receive your refund 48 to 72 hours after shipping your package.

If you encounter any difficulties, our customer service remains at your disposal.

Reminder: Returning items is the customer's responsibility.

We will not be able to issue a refund if:
- You request a refund after the 14 day guarantee .
- Your product has benefited from a reduction (Promotion, Black Friday, Christmas...)
- Your item was made to measure or upon special request.

Valid promo codes are those provided by Lustria. Any promo 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.

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 Lustria store or have access to your bank details . Similarly, for all payments via PayPal, PayPal ensures the confidentiality of your bank details.

As a first step, you can try to pay again by verifying that all your information is correct.

If the problem persists, contact your bank. It is probably a problem with the limit on your bank account.

If you have any payment problems, please do not hesitate to contact us by email at info@lustria.fr , our customer service is here to help you!

Need information, advice or an opinion on a product? Send us a message via our online chat or contact customer service directly by email at info@lustria.fr . We will be happy to assist you in your purchases!

Use this text to answer questions in as much detail as possible for your customers. Yes, it is entirely possible to be a reseller of Lustria lighting fixtures! How do I proceed?

Just send us an email to info@lustria.fr and we will send you all the necessary documentation.

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