L'excellence en matière d'éclairage - Laval - Montréal

Help Centre & FAQ

Delivery & Shipping

We understand that nobody likes to wait. This is why we put a lot of efforts to send you your order as soon as possible. Below you will find an explanation on how we process and fulfill for everything related to delivery & shipping. However if you have any other questions, please contact our customer service.

Free shipping across Canada for most orders of $ 100 or more

We offer free shipping for most orders over $ 100. Orders that do not reach the minimum amount of $ 100 will be charged a $ 19.95 flat delivery charge. In some cases, too large or bulky products will be shipped via a specialized transport. Additional charges may be added but you will immediately be contacted before we proceed if your order needs that kind of transport. We may also contact you if your shipping address is considered a remote area and there are fees related to that.

When will my order be shipped?

We’re working hard to find out of the ordinary products that will fit perfectly with your decor. Depending on which items you choose, it is possible that your order is ready to be shipped from our warehouse, or it may be custom made for you elsewhere. These factors influence the time needed to prepare your order. We are committed to providing you the most up to date information at each step of your order: from the confirmation email to delivery at your door.

  • All products on our website are generally available with an approximate date of shipment.
  • Once your order is placed on our website, our customer service will send you a confirmation email with an estimated shipping date.
  • When your order is shipped, you will receive an email with the carrier information and a tracking number.
  • If your order requires a special delivery as the items are oversized or that the delivery location is considered remote, you will be contacted as soon as possible to inform you of the next steps.

If at any point of the delivery process, you need more information, please contact our Customer Service.

How long will the delivery take?

We want to make sure that you get the fastest and most reliable delivery service available. As soon as we get your product in our hands, we make sure it is in good condition and we will ship immediately. We use Fedex, UPS, Canada Post or Canpar as our main carriers to send you your order. Deliveries usually take 1 to 10 business days to get to you once we ship it from our store.

Receiving my order

We always ask the carrier for a signature, so they will never leave the package “in a safe place”. If no one is at your delivery address during his visit, a note will be at your door with instructions to pick up your package.

Where to have my package delivered?

We strongly suggest that you have your package delivered to a place where you will be present between 9:00 a.m. and 6:00 p.m. Make sure the address is correct to avoid returns at your expense.

How does store pickup work?

If you prefer to pick up your order in store, it’s very easy. You only have to check the Pick up in store option when you place your order. Just like when we ship the order, it is not certain that we have the item on hand at the time of your order. Once the order has been paid, customer service representative will contact you to tell you 1. If we have the item in store 2. If we have to order it and what will be the delivery time here.

Returns & Refunds

Choosing to buy online instead of in-store can sometimes be difficult due to many factors. The question we most often hear: ”what if my product does not fit?”. At luminaires & cie, it’s simple: we want you to like your purchase. Below is our returns & refund policy, if you have any other questions, please contact our customer service.

What is your return policy?

Comme il a été mentionné plus haut, nous voulons que vous soyez satisfait de votre achat. C’est pourquoi Luminaires & cie accepte les retours pour la grande majorité de ses produits dans les 30 jours suivant la date de réception.

Pour les retours, les produits doivent être dans leur état original. C’est-à-dire avec les étiquettes de produits, les protections sanitaires et l’emballage comme vous les avez reçus. Les produits ne doivent pas avoir été utilisés ou modifiés et les fils ne doivent pas avoir été coupés.

As mentioned above, we want you to be happy with your purchase. Therefore Luminaires & cie accepts returns for most of its products within 30 days of receipt. For returns, the products must be in their original condition. That is to say, with product labels, sanitary protection and packaging as you received them. The products should not be used or modified and wires should not have been cut. Contact our customer service to initiate the return process. We will send you a Return Merchandise Authorization number (RMA#) that you need to use to return your order. You are responsible to forward the goods you need to return to our warehouse. Once the merchandise is received and inspected, we will refund your purchase within 10 days of receipt, less a deduction for the cost of delivery. You have 10 days after receiving your RMA# to initiate shipment.

Why some products are not returnable?

Some products are marked as “Not Returnable” because they are specification products. Habitually, these products are offered in several finishes, choices of glass or other options. We then order them according to your needs. This is why they are not returnable. If you have a question or hesitation to take a non-returnable product, contact an expert at the customer service.

How to return my products?

You have 30 days from the date of receipt to report to our customer service that you want to return the item in its original condition. After contacting our customer service and got your #RMA, two options are available for you to return your order:

  1. At the store: If you prefer to return your item at our Laval store, please make sure you have your invoice and RMA# that was provided by the customer service with you. If you wish, you can also exhange the undesired item with something we have in stock at the store.
  2. By post: If you can’t come to the store or if you prefer to send us the item by post, please use a carrier with tracking number. You must provide us with tracking number when returning the products to us. Return Merchandise Authorization number (RMA#) must also be included in the package. It is your responsibility to make sure the package gets to our warehouse, otherwise we will not issue refund.

My product is defective, what should I do?

Despite the fact that we sell quality products, it may be that an electrical component does not work or a piece breaks during transit. It is important to contact our customer service to determine what action must be taken to resolve the issue quickly. We will then give you directions as to whether we only order a part or if we need to change the whole fixture. Always inspect the fixture as soon as you receive it.

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