Question 1

Where can I get technical support or answers to my questions?

Accepted Answer

For technical support or questions, please check our Frequently Asked Technical Questions section or contact our customer service . We are here to help you with all your questions and concerns.

Question 2

How do I install my pendant lamp?

Accepted Answer

In the box of your pendant lamp, you will find a user manual with clear installation instructions. If the manual is missing, please contact Steinhauer to request a copy or check the product page on our website.

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For a safe and proper installation, we always recommend having the pendant lamp installed by a qualified professional or a specialized installation company. Steinhauer Lighting cannot be held liable for any damage to the fixture or surroundings caused by improper installation by unqualified persons or companies.

Question 3

Does Steinhauer lighting comply with GPSR guidelines?

Accepted Answer

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Steinhauer complies with GPSR guidelines, download a signed statement here

Question 4

How Can I Clean My Lamp?

Accepted Answer

To clean your lamp, you can use the following methods depending on the type of dirt:

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Please note: Avoid using chemical cleaners as they may damage the lamp. For safety, ensure the lamp is turned off and cool before starting to clean it.

Question 5

How Can I Dim My Lamp?

Accepted Answer

Many of our fixtures are equipped with built-in dimmers, which can be controlled using buttons on the fixture. These buttons usually operate as follows:

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If your lamp does not have a built-in dimmer, it can often be dimmed using an external dimmer. For advice on which external dimmer is suitable for your fixture, please refer to our service or sales points.

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Please note: If a lamp has an integrated dimmer, it is usually not possible to dim it with an external dimmer.

Question 6

My Lamp Gets Very Hot, Is This Normal?

Accepted Answer

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In the past, we used halogen and incandescent bulbs, which became very hot. The design of these lamps had to take into account that all the materials used could withstand the heat. Nowadays, we mostly use LED lamps, which can also get quite warm. The rule of thumb is that an LED lamp should never get hotter than 70 degrees Celsius. For your information, this temperature feels very hot to the touch. An LED lamp that exceeds 70 degrees will have a shorter lifespan.

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So, it's normal for lamps to get warm. If you are concerned about the heat of your lamp, please contact our customer service or visit one of our retail locations.

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Question 7

The light color of my lamp seems much whiter or yellower than when I bought it, why is that?

Accepted Answer

Many of our products allow for adjustment of the light color. How this works depends on the model. Here are a few options:

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If you're unsure, please contact our customer service for assistance.

Question 8

Can I return a lamp if I have made modifications to it?

Accepted Answer

If you have extended the cord, made a hole in the ceiling canopy, or made other modifications to the lamp, we cannot accept the product for return. If you disagree, please contact our customer service. If we cannot resolve the issue, you can contact the disputes committee or your legal insurance provider.

Question 9

When will I get my money back if I return a product?

Accepted Answer

Once we receive and inspect the returned product, we will refund your money. This usually happens within 4 business days.

Question 10

Can my old lamp still be repaired?

Accepted Answer

Every product has an economic value, so it's very likely that your old lamp can be repaired. Whether the costs are acceptable for an old lamp, you can decide for yourself. Here are 2 options:

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Question 11

My lamp with a replaceable light source isn't working anymore, what now?

Accepted Answer

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Question 12

My lamp with built-in LED module isn't working anymore, what now?

Accepted Answer

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Question 13

Do I always receive one delivery if I have ordered more than one item?

Accepted Answer

No, because we have multiple warehouses, it may happen that your items cannot all be delivered from one warehouse. In that case, you will receive more than one delivery.

Question 14

Can I pick up my order from you?

Accepted Answer

Unfortunately, it is not possible to pick up your ordered lamp from us. We work with a logistics partner located at a different site. Orders placed through our website are usually delivered within two business days, often even faster.

Question 15

Can I get special terms or discounts as a dealer?

Accepted Answer

As a dealer, you benefit from our net-net prices and may qualify for special terms or discounts depending on the volume and frequency of your orders. Contact our sales team to learn more about the possibilities.

Question 16

I want to return my order. What is your returns policy and how can I return?

Accepted Answer

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Question 17

Can I count on marketing support as a dealer?

Accepted Answer

Yes, we provide a lot of content about our products that you can use for your own marketing efforts. This includes images, descriptions, specifications, and more, allowing you to inform and convince your customers effectively.

Question 18

How can I become a dealer?

Accepted Answer

To become a dealer, you can contact our sales team. They will provide you with all the necessary information and guide you through the registration process.

Question 19

What is the dropship portal?

Accepted Answer

The dropship portal allows you to place orders that are shipped directly to your end customers. This provides you with the flexibility to quickly respond to your customers' needs without having to hold stock yourself.

Question 20

What is the dealer portal?

Accepted Answer

The dealer portal is an online platform where you can easily access all your important information. You can view your order history, product data, net-net prices, and exact inventory levels. This makes managing your orders and inventory much more efficient.

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Question 21

What benefits does Steinhauer offer to dealers?

Accepted Answer

As a Steinhauer dealer, you have access to our dealer portal. Here, you can track your order history, view product data, check net-net prices, monitor exact inventory levels, and more. Additionally, we offer a dropship portal, allowing you to place orders that are delivered directly to your end customers.

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Despite our age (91 years), automation has not stood still at Steinhauer Lighting. As a dealer, you can profit optimally from this. us and inquire about the possibilities and rules.

Question 22

Why should I become a Steinhauer dealer?

Accepted Answer

With 91 years of experience, Steinhauer has a proven track record in the lighting industry. Our Dutch design label guarantees high-quality and stylish lighting fixtures. As a dealer, you benefit from our commercial program, extensive product information, and various support services. Discover more about the brands and history of this Dutch company here.

Question 23

Can I still cancel my order after payment?

Accepted Answer

Cancel my order after payment.

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If you have placed and paid for an order on our website, you will receive an order confirmation immediately.

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After receiving the order confirmation, you can only cancel the order by contacting our customer service.

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The sooner you contact us, the more likely it is that we can cancel the order without any charges.

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If cancellation is no longer possible, you can always return the goods. Please note that return costs will apply.

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For more information on why Steinhauer charges fees for returns, please refer to our sustainable return policy.

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Question 24

Where can I view the products from the Steinhauer collection in a store?

Accepted Answer

You can find products from our collection at more than 500 sales points in Europe!

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Question 25

Wo kann ich die Produkte aus der Steinhauer-Kollektion in einem Geschu00e4ft besichtigen?

Accepted Answer

Produkte aus unserer Kollektion finden Sie in u00fcber 500 Verkaufsstellen in Europa!

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Question 26

Where can I find my invoice?

Accepted Answer

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Question 27

My computer froze or my browser crashed while I was on the payment page. What happens now?

Accepted Answer

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Question 28

What are our bank account details?

Accepted Answer

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Question 29

Which payment methods can I choose?

Accepted Answer

At Steinhauer lighting, you can pay effortlessly with the method that suits you best. Below is an overview of our payment options:

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For more information or assistance with payments, you can always contact us.

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Frequently Asked Questions (FAQ)

Most asked questions

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