Delivery time depends on product availability. If the product is in stock at our Laval warehouse, your order will be processed within 1 to 3 business days.

Since we offer thousands of products, your product frequently needs to be ordered from the supplier and you will receive it within 5 to 15 business days. You will receive an email with a tracking number as soon as it is shipped to you.

If you are in a hurry or have a rush project, do not hesitate to contact us by email to find out the approximate delivery time.

Delivery is free for orders of $99 and more, before taxes and after discounts. For orders of $99 and less, we charge a flat fee of $19.95. You can also opt for free in-store pickup.

In some cases, oversized or bulky products will be shipped with specialized transport and will be subject to additional charges. There may also be additional charges if the delivery address is considered a remote location by the carrier. You will be contacted immediately if either of the above two cases applies to your order.

We don't like charging delivery fees, which is why we strive to find the most affordable carriers.

After placing an order, you will receive a tracking number by email. You can also view your order's tracking number in your account.

Once the order has been placed, a process is initiated and we will deliver your order as quickly as possible. In most cases, it will not be possible to cancel your order. If you need to do so, contact our customer service department immediately and we will see what we can do.

If your product is in stock at the Laval store, you will receive "Ready for pickup" confirmation within 24 hours of purchase.

If we need to order it from the supplier, you will receive the email as soon as the product is in our hands. The delay will depend on the supplier's availability. You should normally expect 5 to 10 business days.

You can contact us to find out the approximate delivery time. You must bring your confirmation email and a piece of identification to pick up your order.

If the package is refused upon receipt, if delivery attempts are repeatedly unsuccessful, or if the package remains unclaimed at the post office, it will be returned to us. Additional charges will apply for its return to our warehouse and for a new shipment.

At Luminaires & cie, your satisfaction is our priority. If you've decided not to use something you ordered, we accept returns on most products within 30 days of receipt. To receive a refund, the product must be returned in new, uninstalled condition and in its original packaging.

To request a return, contact our customer service team by email or phone to obtain a Return Merchandise Authorization number (#RMA). Your refund will be issued once the item has been returned and inspected.

The cost of return shipping will be deducted from your refund amount. In other words, you are responsible for the return shipping cost of any item you return. Any shipping charges paid on your original order are non-refundable.

Please note that a request to return items totaling more than $1,500 may incur restocking fees. We reserve the right to issue refunds in the form of store credit in certain circumstances.

• Products must be in perfect condition
• In new condition with original product tags, sanitary protection, and packaging
• Has not been installed, used, or modified
• All parts must be in place and packaged
• Remain in its original clean condition, without suspicious odors

Any return not conforming to these requirements may be refused by the Luminaires & cie team and re-sent to the buyer, who will be responsible for delivery costs. Additional processing fees may also apply.

Please note that the following cases do not allow returns:

• Clearance products.
• Special orders (customized, made-to-measure).
• Orders that have received a volume price or a project price.
• Orders without a Return Merchandise Authorization (#RMA) number.
• Any item that is not in resalable condition.
• Any item that has been modified, adapted, or used.
• Any item that is not in the original box with sufficient packaging materials.

To ensure your return is processed quickly and accurately, please contact us at [email protected]

A customer service representative will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return the product to us.

Fill out the return form that will be sent to you, and be sure to include this document with your return. Send your return via a carrier that will provide you with a tracking number. Reply to our Return Merchandise Authorization email with this tracking number and the date you sent the package.

Luminaires & cie is committed to replacing defective, damaged, or broken products and glass free of charge, under certain conditions:

• The customer must report any defects by email within 14 days of delivery. If we are not informed within this timeframe, free replacement cannot be provided.
• If you notice any damage when opening your package, please contact our customer service immediately so that we can take prompt action. We will file a claim with the manufacturer and do our best to have your product repaired or replaced quickly.
• In most cases, an inspection by a Luminaires & cie or manufacturer representative will be required, either in person or through photos or videos, before a replacement can be arranged.
• It is important to note that Luminaires & cie cannot be held responsible for shipping delays for replacements.

Several options are available to check the status of an order:

1. Check your email inbox for your order confirmation from Luminaires & cie.
   
   You will receive an email at each step (Order Confirmation, Tracking Number, Delivery)
   
2. Click on the login icon to the right of the header on www.lampe.ca and follow the instructions to log in. Once logged in, you will have access to all your current and past orders with us

An email will be sent to you when your order ships. The shipping company name and your tracking code will appear directly under the shipping option you previously selected.

We accept Visa, Mastercard, American Express, JCB and PayPal payments.

To log in to your account and view your orders, simply click on the "little person" icon in the top right corner of the website header. Then, just enter your email address and a 6-digit secret code will be sent to the email address provided.

At Luminaires & cie, you are guaranteed the best price! If you find a better offer (including taxes and shipping) from a competitor, or if our price drops within 15 days of your order, we will refund you the difference.

A few small conditions to respect:

• The product must be in stock and immediately available for purchase from the competitor at the indicated price.
• It must be sold by an official reseller of the brand located in Canada (online store or physical store).
• The product must be exactly the same: same brand, same model, same size, same color, and same year.
• We must be able to verify the competitor's price online, and our team will decide if the adjustment can be made.

• Offer cannot be combined with other promotions
• Excludes auctions, liquidations, used items, demonstrators, and unauthorized sites
• We may limit the number of products eligible for this price policy
• This policy requires the item to be in stock and the competitor's price to still be valid.

Luminaires & cie guarantees your purchases for a period of twelve (12) months. Should an item show a manufacturing defect during this period, we will proceed with a repair or exchange according to the assessment of the defective product and its availability in stock.

This warranty excludes improper use, accidental damage, and normal wear and tear.

The returned product must be impeccably clean. Luminaires & cie reserves the right to return any item not complying with this requirement at the customer's expense.

To initiate a warranty request, please contact customer service. Our returns department will contact you by email as soon as possible.

After contacting our customer service and obtaining a return authorization for the product under warranty, please send us the product with the authorization form

Shipping costs for warranty returns may vary.

Several of our products come with extended manufacturer warranties that offer you additional protection against manufacturing defects. These extended warranties only cover manufacturing defects but do not include damage due to improper use or normal wear and tear.

Shipping costs for returns covered by the manufacturer's warranty may vary.

We are available by phone and email during our store opening hours.

Please visit the Contact Us page