Customer service

Ordering
We shall need your name and address (invoicing and delivery) and payment details to execute your order. Information supplied will only be used for the said transaction of purchased items. (See also our privacy policy).

Click on the shopping basket per article to be found on our category page or click the link “add to shopping basket” to order an article. Should you so wish, you can remove an article by clicking the waste-paper basket symbol added after the item concerned on the page of your shopping basket.

After your order has been placed we shall duly inform you by e-mail. This will include an overview of your order, cost of delivery included. After payment is effected your order will be send and you will again be informed.

Payment
We offer the following methods of payment:

• iDEAL (to be used directly when banking at ABN AMRO, ING, Rabobank or SNS Bank: use their Internet possibilities).
• PayPal (to be used with your own PayPal account).
• Creditcards: Visa, MasterCard, American Express and Maestro. Payments involving iDEAL and creditcards mentioned all use Mollie: a secure network so that your transaction is absolutely safe.
• Payment by Bank- or Giroaccount. You will receive confirmation via e-mail together with payment details. Always state your order number. Payment is to be effected within seven days after order date: then you order will be send. Your payment will be confirmed by e-mail and we shall include the sending date. In case of non-payment within seven days after ordering we shall not feel obliged to keep the articles ready for you and your order becomes void.

Delivery
We have an agreement with .... for delivering your order. The rates of delivery differ per country. You can find them specified in your shopping basket selecting the delivery method. Cost of delivery in the Netherlands is free of charge.

Delivery times
After payment has been received the order will be delivered to the address supplied anywhere in Europe and overseas. We will generally take 14 days at the maximum to prepare your order for delivery. Status of orders can be obtained through your account or you can contact us.

Cancelling
Should you wish to cancel or change an order, please do so quickly. You can e-mail us or you can phone +31 6 53368548 (office hours – weekdays 09.00 – 18.00 hrs. CET). We can only comply if the order has not yet been sent.

Returns
Ultralux does its utmost to supply quality products. However, should you not be entirely satisfied with your purchase you can return or exchange the goods within 14 working days after reception of your items. Everything must be returned in its original state and must not be damaged in any way. It is of paramount importance that Ultralux is told of the return beforehand by e-mail. Returns are only accepted when our instructions are followed to the letter. Cost of returning goods are sender’s responsibility. Send your package, including the original packing materials and the packing label to:
Ultralux,
Saturnusstraat 60 unit 108,
2516 AH The Hague,
The Netherlands.

Only articles bought from www.ultraluxshop.nl can be returned or exchanged. When everything is returned to our instruction (see above) Ultralux will reimburse the amount within thirty days. We can under no circumstance accept goods that we have not been notified of. The same applies to insufficient stamping and/or postage.

Warranty
Ultralux offers, through Ultralux Shop, a one-year guarantee on workmanship and materials. Important: normal wear and tear does not come under our guarantee. Warranty does not apply in the following cases, either:

• Changes have been made or applied to the product;
• Willful damage, gross negligence or lack of proper care and/or maintenance.

Warranty-claims to be addressed to info@ultraluxshop.nl. You must supply our packing label included with the delivery. The product will be replaced free of charge provided it is covered by our warranty.

Ordering

Your shopping basket stays empty?
You have added an item but your shopping basket remains empty? It means your computer does not accept cookies. If you cannot change this situation, please e-mail your order or call +31 6 53368548.

I forgot my password. What to do?
On this page you can ask for a new password. It will be sent to you promptly by e-mail.

How do I know my order has reached you?
As soon as your order has been placed successfully you will immediately receive a 'thank you very much for ordering from Ultralux Shop' message on your screen. Also, your order will be confirmed by e-mail.

When can I expect delivery at my home address?
Orders are normally shipped within 14 days after payment has been received. We coöperate with .... to deliver your order, .... mostly delivers the next day when the address is located in the Netherlands. Mail will be sent to you as soon as payment has been effected and as soon as your order has been shipped.

Do you have a permanent collection?
At the moment our collections are regularly updated with new items. When you wish to order an article that is out of stock, please contact us so that we can see if it can still be ordered.