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General:
How to shop:
My account:

Stock:

Orders:

Payments:

Shipping and delivery:

Return policy:

Product information:

If you checked the entire FAQ
and you were unable to find the answer to your problem.

Please feel free to contact us

Contact Us

Contact Information

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General:

Contact us: How can I contact Absinthe?
You can contact by emailing to info@absinthelights.com or through the contact form on the website. The contact form can be found on both the Help-page as the Contact-page.
In addition you can reach us on several social media as well. We are at your disposal every week from Monday till Friday, 8 AM - 5 PM CET.
All contact details can be found below.

Absinthe Lighting BVBA
August Heylenstraat 7
2222 Itegem
Belgium

info@absinthelights.com
www.absinthelights.com
BTW: BE 0843.442.417

Twitter: @AbsintheLights
Facebook: Absinthe Lighting Official Page
Google+: Absinthe Lights+

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Prices: What is your pricing policy?
The prices shown online are binding, except in the event of superior forces.

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How to shop:

How do I search for a product?
To find your required product(s) you can use the search bar at the upper right of every page by filling in relevant keywords.

You can also browse to your required product(s) by using the category structure which can be accessed on every page through the “Products” dropdown menu at the top of every page. This category structure can be found at the bottom of every page as well.

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How do I add a product to my shopping cart?
Once you have found your required products you can easily add it to your shopping cart by clicking on the “ADD TO CART”. After doing this you can choose to continue shopping or go to the checkout page.

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Where is my shopping cart?
Your shopping cart is in the upper right corner.

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How do I change the quantities in my shopping cart?
If you have at least one item in your shopping cart, you can change the quantities by clicking on “MY CART”. You will now be brought to your shopping cart overview on which you can check all products in your shopping cart. Change the QTY field(s) to adjust the quantities in your cart.

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How do I complete my order?
When you have finished shopping, click on “MY CART” and subsequently on “CHECKOUT”. This will bring you to the checkout page.

On the checkout page you need to fill in the following details:
- Billing address
- Shipping address (where the package needs to be delivered to)
- Shipping method
- Payment method

If you have already got an account on the Absinthe website, most of the boxes will already be filled in for you. Of course it is still possible to make adjustments for every seperate order. So creating an account enables you to make future orders more quickly.

After reviewing your order you need to click on “PLACE ORDER NOW”. You will now be redirected to the payment gateway. Here you can safely confirm the payment of your order.

You will now be brought to a last review page. Here you can go over the details of your order a last time. If all details are correct, you have to accept all terms and conditions and click “CONFIRM” to complete your order. After completing your order you will be sent a confirmation email.

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My account:

How do I create an account?
Simply click on “Log In” or “My Account” on the upper right of every page and follow the instructions.
The next time you visit our website, you can quickly login using your email address and password. This enables you to complete orders more quickly.

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I have forgotten my password. What should I do?
Don’t panic. Just click on “Log In” or “My Account”. Here you have the option to click  “Forgot Your Password?”. Fill in your email address and submit. You will now receive an email to reset your password. Now click on the link in the email and follow the instructions.

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How do I change my account settings?
Go to “My Account” to visit your account dashboard. Here you can easily edit contact information, password, newsletter subscription, default billing address, default shipping address, etc. Click on edit in the dashboard screen or select the required tab on the left. After changing your account settings click the save button to maintain the changes.

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How do I unsubscribe?
If you would like to unsubscribe you can send your request by email or by using our contact form. Send us your account details (name, surname and email address). We will do the rest for you after receiving your unsubscription request.

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Stock:

Stock indications: How can I tell if my desired product is in stock?
When a product is indicated as “in stock”, it means during the last database update, there was at least 1 unit in stock. Please note that these stock indications are not being updated real-time, they are being updated once per working day. 

So if you would for instance order 3 units of a product that is marked as “in stock”, it could be that not all 3 units are in stock. The stock indications are solely for informational purposes and subject to possible stock errors.

At Absinthe Lighting we strive to guarantee fast deliveries. Therefore the major part of our product range will usually be available in stock.

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What if my desired product is not in stock?
If you want to order a product which is not in stock, you need to contact us for details about the delivery time.

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Orders:

How can I tell if I have successfully made an order?
After confirming your order in the last step of the checkout process you will receive notification of your order being submitted successfully. At the same time you will be sent a confirmation email with all order details summarized. In addition you can check your current and previous orders in “My Account” under the “My Orders” tab. All these things indicate that your order has been processed successfully.

The reasons why an order has not been successful could be because the payment was not being accepted or because the order has been placed under a different account.
If you still have doubts about your order, please feel free to contact us. We’d be glad to check if your order was made successfully..

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Warranty and damages: How long does my warranty last?
The warranty period by default is 2 years. Light bulbs do not come with warranty.

The procedure for a return of items under warranty is as follows:

- Please notify us by e-mail, fax or letter that you wish to return items that you have purchased with us and that are still under warranty. In this notification, please include your name, contact details, invoice number, bank account number and the exact items and quantities you wish to return.

- Following receipt of your notification, we will verify your request and will inform you of our decision. If we approve your request, we will inform you about the return address in Belgium.

- You are to ship the goods at your own expenses and at your own risk, to the return address that we have provided. Items must be returned in their original package and with all original contents.

- Following receipt of your returned goods, we will verify their state in order to identify if they meet the conditions of our return policy.

- If the items are in accordance with our return policy, we will supply new items as soon as possible.

- If the items are not in accordance with our return policy, the items remain your property and you must pick them up within 2 weeks. If you wish, we can also ship them back to you, at your expense.

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How do I change the delivery address for my order?
Once an order has been submitted, we are unable to change the delivery address. This is because of security reasons. Therefore, make sure to double check if you have entered the right delivery address. You can choose the order to be delivered at a different address than your billing address. These addresses can subsequently be stored in your account.

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Will I be charged VAT?
If you have a foreign (non-Belgian) VAT number, we will charge 0% VAT. This will already be calculated when finalizing the online ordering process.

If your goods are to be shipped outside the European Union, there will be no VAT charged either. Customs may however charge you the local VAT and import duties, if applicable.

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How do I change my order?
Please make sure to verify all order specifications (products, quantities, delivery address, billing address, etc.) before submitting your order as these details cannot be changed once you have confirmed your order.

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How do I cancel my order?
If you would like to cancel your order, please send us a cancellation request in an email. Make sure to give us the order number and the name and email address under which the order has been submitted.

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How do I know if my order is successfully cancelled?
We will contact you by email or phone to inform you whether your order was successfully cancelled.

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I have ordered the wrong item. What should I do?
It is possible to cancel your order. Please send us a cancellation request by email as soon as possible. Include order number, name and email address in the email.

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My received product(s) is (are) damaged. What should I do?
If you have received products that are damaged please send us decent pictures of the damaged item(s) within 3 calendar days (NOT working days!) to prove that the items are damaged. Then we will assess whether you qualify to get a refund / replacement.

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Payments:

How can I pay my order?
Absinthe Lighting accepts multiple payment methods. We accept Creditcard (VISA/Mastercard), iDeal, PayPal, Cash on Delivery (COD) and Bank transfer.

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Creditcard (VISA/Mastercard)
You can pay online with any type of VISA or MasterCard credit card. These payments are being processed on the extremely reliable Ogone platform, and are being secured by VeriSign. The data transmission is being encrypted by SSL technology.

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iDeal
If you own a bank account in the Netherlands which supports iDEAL, you can pay by iDEAL on our webshop.

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PayPal
We accept payments by PayPal, a popular online payment platform used mainly by individuals.

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Cash on Delivery (COD)
If you opt for Cash On Delivery (COD), payment will need to be done in cash to the driver. We will notify you by email when your order is complete and ready for shipment. In this e-mail we will ask you to give one or more dates on which the delivery can take place. The COD payment can only be done in cash (not by cheque). Please note the driver will not accept bills of 500 EUR or the local equivalent. COD payments can be done in EUR or in your local currency. Currency conversion will be done at the daily exchange rate on the delivery date.

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Bank transfer
- If you opt for payment in advance (prepay), you will receive payment details in your order confirmation.
- You can transfer the amount of your order to our bank account, with reference to your customer number.
- Your order will be shipped as soon as it is ready for shipment and after we have received your payment.
- Please keep in mind that it can take up to 5 days for an international bank transfer to actually arrive on our bank account.

You can always retrieve your payment details at “My Account”.
Below you can find our bank details:

IBAN account number: BE06 7512 0581 2822
BIC/SWIFT code: AXA BBE22
Account holder: Absinthe Lighting BVBA
Bank address: AXA Bank - Grote Steenweg 214 - 2600 Antwerpen - BELGIUM

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I have chosen bank transfer but want to pay by creditcard or PayPal
You can still arrange payment by creditcard or PayPal at “My Account”. You can log in with your email address (or customer code) and password you entered when submitting your order.
After logging in you can go to "My Payments". Here you can arrange payment of your remaining balance according to the method you prefer.

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Shipment and delivery:

Shipping costs: What will be the shipping cost of my order?
The amount of shipping costs you have to pay depends on your total ordering value and on the country you want your order to be shipped to. Shipping costs are free from a certain ordering value. This threshold value depends on the country your order is shipped to. You can find the threshold values and their corresponding country in the table below.

For example: The shipping costs for deliveries in Belgium are free when your order value is € 100 or higher. If your ordering value is lower than € 100, you will have to pay a shipping cost of € 5 for deliveries to Belgium.

The list below is for deliveries to Europe for orders done by PRO and MAIN customers. For all other countries, the shipping costs are to be calculated in the shopping cart. Resellers always have to pay the net UPS shipping costs.

Shipping costs Europe (for PRO and MAIN customers):

Country Shipping Free from: Else:
Austria € 150 € 12
Belgium € 100 € 5
Czech Republic € 250 € 20
Denmark € 150
€ 12
Estonia € 250
€ 35
Finland € 250
€ 20
France € 100
€ 8
Germany € 100
€ 8
Great Britain € 150
€ 12
Greece € 250
€ 20
Hungary € 150
€ 12
Ireland € 150
€ 12
Italy € 250
€ 20
Liechtenstein € 250
€ 35
Lithuania € 250
€ 35
Luxembourg € 100
€ 8
Monaco € 250
€ 20
Netherlands € 100
€ 8
Poland € 250
€ 20
Portugal € 250
€ 20
Slovak Republic € 250
€ 20
Slovenia € 250
€ 20
Spain € 250
€ 20
Sweden € 250
€ 20
Switzerland € 250
€ 35

Delivery times: "What is the expected delivery time for my order?

Products in stock:
Products that are in stock that are ordered before 3:50 PM (CET), will normally be shipped no later than the next working day. If you order more units than we have in stock, we will ship your order when it is entirely complete. If you require an intermediate shipment, you can request this via “My Account”.

Delivery terms when paying in advance (prepay):
If you have selected prepay as payment method, please keep in mind that it may take up to 5 working days for an international bank transfer to be fully completed. When your order is ready for shipment and your payment has been received, you will be sent a notification by email and your order will be shipped the next working day.

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Transportation times: How long does it take to ship my order?
Below you can find an overview of the average lead times for parcel shipments through parcel carrier UPS. This can help you in calculating the estimated arrival time of your order.

Business Days in Transit UPS Standard

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How long should I wait for an order before contacting you?

For products in stock:
If you have ordered an item indicated as “in stock”, your order should normally arrive in 1 to 2 working days. This applies for countries located in the west and central of Europe. You should allow a minimum of 1 to 2 working days from dispatch before contacting us regarding to an order that has not yet arrived.

For products out of stock:
If your order has not arrived, we will do all the necessary to make sure you will receive your required products. If your required products are not in stock, the delivery time is higher than for products in stock. Therefore in this case you should allow a minimum of 15 to 20 working days from dispatch before contacting us about this matter.

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What should I do if I have not received my order?
We strive to deliver your required products as quickly as possible but keep in mind that there is a small chance of delay at all times. The normal delivery time for products in stock takes about 1 to 2 days (Western and Central Europe). If you still haven’t received your order after 4 to 5 working days, please contact us and we will check if something went wrong. For products that are not in stock, it takes more time to deliver. Therefore, you should wait a little longer before contacting us (please allow a minimum of 15 to 20 working days).

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Which countries do you deliver to?
Absinthe Lighting delivers all around the globe, to every country.

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What if I am not at home when my order is delivered?
If you were not at home when your ordered was delivered, we will undertake a second and subsequently a third delivery attempt. You will also receive a tracking link from UPS to monitor your order. If all this is not sufficient, you can contact us to submit an alternative delivery address.

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What service is used for your deliveries?
Our deliveries are executed by UPS.

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Return Policy:

I have received incorrect or faulty goods. What should I do?
Please notify us within 3 calendar days (NOT working days!) if you have received incorrect or faulty goods. Send us pictures of the concerning products to prove that there has been a mistake.

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Can I return a product if I no longer want it?
At Absinthe Lighting, you can exchange or return a product within 30 working days after reception without penalty fee or reason and this according to the right to cancel.

It is of great importance that the product is complete (including all accessories, manuals and documentation), not used and in its original, undamaged, package. Products that are damaged or used can't be exchanged or returned.

Before you return a product, you need a "return number". You can ask this number at our customer service. Keep in mind that not all products can be returned!

EXCEPTIONS (products that cannot be returned):
- Products that are used, damaged or incomplete
- Customized products and custom made products

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How do I return a product?
Step 1:
Send us an email with detailed information of the product(s) that you want to return within 30 working days after reception of the product, counting from the day the product has been delivered to the agreed delivery address. In your enquiry, please include your (company) name and contact details, the products and quantities you wish to return, the respective invoice number and your bank account number. If you have a non-Belgian bank account, please mention your IBAN bank account number and SWIFT code. In this e-mail, please mention clearly for each article/unit whether you wish to have it refunded or exchanged.

Step 2:
We will evaluate your request to see if they meet to our conditions and requirements for returns, and we will notify you of our decision. Upon (partial) approval of your return request we will send you by e-mail a return number and the return address in Belgium to which the products must be shipped.

Step 3:
Ship the products at your expenses and risk to the return address you have received. All products must be shipped in an undamaged, unused state and in their original undamaged package. Protect the package (by e.g. an extra paper wrap or box), to ensure that the original package will not be damaged during shipping and stays free of (shipping)labels.

THE COSTS TO RETURN THE PRODUCT(S) ARE AT YOUR EXPENSES!

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I have returned my product. What happens now?
When we receive your returned products, we will check them to see if they match our conditions for returns. When they match the conditions, you will receive a refund, replacement or a combination hereof.

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When will I receive a refund / replacement?
If the returned products meet to the conditions of our return policy, we will refund you, exchange the product, or a combination hereof, in accordance to your preferences mentioned in your return request e-mail.

If the returned products do not meet the conditions of our return policy, they will remain your property, and you are responsible for arranging a pick-up of the products within 2 weeks after our notification of disapproval of return. If you wish, we can arrange shipment of the products at your expense with an external transportation company.

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Product information:

What are the the pros and cons of 12 Volt and 230 Volt?

12V:

Advantages:
- The light bulbs last longer because they have less tension.
- The lamps give slightly brighter (whiter) light, and they remain white as they go dimmed.
- More possibilities in WAT and radiation bundles (20 to 35-50W).
- Possibility of conversion to mood light with LED.

Disadvantages:
- These need an additional transformer which you should choose on the basis of the WAT and location (distance from the spot)
- Distance up to 2 meters = electronic transformer
- Longer distance (depending on the diam. of the cable and WAT) = wrapped transformer.

230V:

Advantages:
- No transformer needed (mostly used in high ceilings without additional hollow space in which transformer can be put)
- Also useful for energy saving bulbs.
- Possibility of conversion to mood light with LED.
- The lights give warmer light (more yellow appearance - similar to the color of a standard bulb).

Disadvantages:
- Fewer opportunities in WAT (35-50W).
- When dimming the light it becomes more orange.
- Limited lifetime.

The consumption of both versions is the same.

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Should I use 8°, 24° or 45° AR111 bulbs?
The choice fully depends on the application that you wish to use. The looks of these bulbs are the same for all 3 types. The degree of the bulbs determines the beam of the light. A bulb with a lower degree provides a smaller light beam, a higher degree stands for a wider light beam.

An 8° bulb provides a very narrow light beam. The full power of the bulb is bundled in a very narrow beam of 8°.
This gives little ambient lighting. It is especially used as accent lighting to light up objects, plants, art, etc.
When using many of these in the room, the room will not be filled with equally distributed lighting but it provides more accented lighting which will light up separate parts of the room.

A 24° bulb provides a medium light beam. The full power of the bulb is bundled in a beam of 24°.
This one does give some ambient lighting. The 24° bulb is mostly used to light up bigger objects, parts of a room or the interior, etc..

45° is a bulb with a wide light beam. The full power of the bulb is bundled in a beam of 45°. This gives more ambient light and creates evenly distributed light.
The 45° bulbs are mostly used for general lighting purposes. When using many of these in a room you will be able to equally illuminate the room.

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What is an IP value?
The IP value indicates the degree to which a lighting fixture is protected against dust and water. The IP value consists of two digits. The first one indicates the degree of protection against dust, the second one indicates the degree of protection against water. Details about IP value can be found in the image below.

What is IP Value, explanation 1

What is IP Value, explanation 2

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2.    Prices “What is your pricing policy?”