FAQ & Advice.

1.1 Why buy from Skapetze Lichtmacher?

Skapetze is your competent partner on the way to an individual, intelligent lighting solution. Our range includes around 50,000 luminaires from over 200 brand manufacturers for indoor and outdoor use.

At Skapetze, online shopping is as safe as shopping at your trusted retailer around the corner - but with all the advantages of shopping via the internet: fast delivery, convenient shopping, huge selection and, of course, Skapetze's low prices .

1.2 Can I get advice?

• via chat in the online shop
  
• By phone at +49 (0) 8571/6600
• By e-mail at [email protected]
• At a personal planning or consultation appointment.
  More information at: Skapetze light planning

1.3 Where can I see luminaires on site?

In our showroom in Simbach a. Inn (near Passau), you can view and try out our extensive luminaire collection on site. We present more than 1,000 designer lamps there

Once you have found your favourite luminaire, you can take it home right away. All the luminaires on display in the showroom are available.

Our experienced lighting designers, who specialise in the living area, will be happy to accompany you on your way to an individual, intelligent lighting solution. Please book an appointment in advance so that we can really take enough undisturbed time for your consultation.

Additional appointments besides the regular opening hours are possible by arrangement!

1.4 How does a lighting design work?

• You register for a planning appointment on our website (approx. 7 - 14 days in advance)
  
• You send us your input plans or object photos
• You fill in our planning forms and send them to us before the appointment for the preparation of our lighting planners
• We go through your premises room by room with you at the joint appointment, bringing all our expertise and know-how to bear.
• Finally, you will receive the storyboard for your planning at home.
• Within 7 days you will receive your individual offer, which we will be happy to review with you afterwards and adjust if necessary.
  

1.5 What is the difference between a lighting design and a lighting consultation?

1.6 Can I have a professional lighting design or lighting consultation online?

This is possible without any problems. We specialise in online lighting design at and will guide you through the design process via Zoom Meeting on your PC, tablet or mobile phone.
A digital tour of our exhibition is also possible

1.7 How do I find out whether the light source is included in the scope of delivery?

Luminaires in our shop are - depending on the manufacturer - delivered with or without illuminant. You will find this information in the "Technical details" tab under "Lamp included". If the light bulb is included, it will say "Yes".

If the lamp is not included, you will find the information "without lamp" here. If the lamp is not included in the scope of delivery, we will help you choose the right lamp in the "Lamp" tab.

1.8 How do I find the right lamp for my luminaire?

In both cases, one or more lamps suitable for your luminaire are recommended in the "Lamp" tab. If the lamp is supplied with the luminaire, you can quickly find a suitable replacement lamp here if necessary. If the lamp is not supplied, you will find a selection of lamps suitable for your luminaire compiled by Skapetze, which will save you the search for the right lamp.

Order at Skapetze.

Skapetze customer account.

3.1 Do I have to create a customer account to be able to order something?

No, you can of course also place orders with Skapetze as a guest. Simply select the option "I would like to order as a guest" in the order process

3.2 What functions does my Skapetze customer account offer me?

As a Skapetze customer account holder, you benefit from numerous advantages and functions:

•     Faster ordering
•     Management of your personal data
•     Insight into your order status
•     View current and previous orders
•     Personal wish list
•     Manage your personal address book

3.3 How can I change my customer details?

To change your customer data, please go to "My account" in the top right-hand corner and log in.
In the menu item "Address book" you have the possibility to change your billing or delivery address.
Under the menu item "Change password" you can change your password. After you have made your changes, click on the "Change" button in both cases and finally go to "Save" to confirm your changes.

3.4 I have forgotten my password. What can I do?

If you are unable to log in, simply use the "Forgotten password function" and seconds later you will receive an e-mail to your e-mail address with the option of setting a new password (please check your spam filter).

3.5 Can I enter a different delivery address?

You can enter your billing and shipping address under "My account" in the menu item "Address book". After you have entered your billing address, you have the option of specifying whether the billing address should also be used as the delivery address. If you do not tick this box, you can enter one or more delivery addresses. To do this, simply click on "New address". Save the address at the end of your entry.

3.6 Where can I view the details of my order?

In the menu item "Orders" you will find an overview of your last orders. Select an order and you will receive detailed order information.

Payment options.

4. We offer the following payment options:

• Prepayment: If you pay by conventional bank transfer, you will receive a 2% payment method discount on your total goods value. Your order will be shipped immediately after receipt of payment (subject to availability from stock). Note: The amount will be automatically deducted from the value of goods during the ordering process.
  
• PayPal
  
• Amazon Pay
• Klarna purchase on account
• Klarna hire purchase
• Instant bank transfer
• Credit card (Visa, Mastercard, Amex)
• Instant bank transfer

All information about the listed payment methods can be found at: Skapetze payment methods

4.1 Why is my payment rejected?

4.2 Are discounts or rebates possible at Skapetze?

We grant discounts and rebates either in the context of selected promotions or against consideration on your part.
These can be:

• Providing comprehensive product reviews to go with your purchase on Skapetze.com
• Sending of high-quality product photos which we can use in the shop and for our references (you transfer the rights to your photos to us completely).
• Positive reviews on portals such as Trusted Shops, Google etc.
• Creation of posts / blog articles / videos (influencer discounts). Please contact our marketing team at [email protected].

Delivery & Shipping.

5.1 How much are the shipping costs?

5.2 How quickly will I receive my delivery?

5.3 Can I also have the lamp delivered to a Packstation?

5.4 Can I arrange a preferred delivery date?

5.5 How are particularly large luminaires delivered?

5.6 Can I check the shipping status of my order?

5.7 Why have I only received part of my order?

5.8 My order has not arrived? What can I do?

5.9 Will I be contacted by phone prior to delivery if I am using a freight forwarder?

Return & Exchange.

6.1 I have a complaint because something is wrong with the product. How do I proceed?

6.2 How can I exchange my goods?

6.3 What is the procedure for a return?

It's a pity that the order obviously didn't fit completely. Please try to help us protect the environment and first check whether your order can be used again. In this way, unnecessary and environmentally damaging shipping routes could be avoided. Thank you very much for your commitment at this point.

In order to protect the environment and to reduce unnecessary fun orders (which unfortunately are increasing more and more), the return costs must be paid by the buyer. This is a decision made on principle and we hope for your understanding. You can return the goods to us using a shipping service provider of your choice.

Please enclose a copy of the delivery note or invoice with your package so that our returns department can process your return quickly. Send the products intended for return within 60 days of receipt of goods to the following address:

Licht-Design Skapetze GmbH & Co KG
Passauerstr. 136
84359 Simbach
Germany

6.4 Why is my return rejected?

6.5 I have returned an item - When will the purchase price be refunded?

6.6 What does warranty mean and how much is the warranty at Skapetze.com?

The warranty assures you, the customer, that if a product is defective, the defect will be rectified free of charge. The defect can be eliminated by repairing or exchanging the product. During the first six months after delivery of the product, it is assumed that the product was already defective at the time of delivery.

If the customer notices the defect later than six months after purchase, the burden of proof changes and the customer in turn must prove that the product already had a defect at the time of delivery. The statutory warranty is valid for 24 months from the date of purchase.

Regardless of the legal regulations, we will always try to solve your problem. If you have a challenge for us, please contact our customer service. Here you can discuss the possibilities.

6.7 I have tips, ideas or would like to voice criticism. Who do I contact?

Payment by invoice.

7.1 Why didn't I receive an invoice by post?

Due to environmental concerns, we send the invoice to our customers by mail.

7.2 Why can't I open the invoice in PDF format?

To open your invoice in PDF format, which you received by e-mail, you need Acrobat Reader. You can download this free of charge online.

7.3 What is the structure of the VAT identification numbers (UST-ID) for the individual countries?

You can find the information on this in the following overview.

Vouchers.

8.1 How can I redeem my Skapetze voucher?

To redeem your voucher, please first add your desired items to the shopping cart. You will find the input field at the bottom of the shopping cart page before you click "checkout" at the very bottom right. Simply enter your voucher code in the input field and confirm your entry with "Redeem voucher". When you copy your voucher in, please make sure not to include any superfluous spaces. The amount of your voucher will then immediately be included in the total amount in your shopping cart.

8.2 Special features when redeeming vouchers

• Only one voucher can be redeemed per order.   
  
• Vouchers can only be redeemed once. Once the order has been completed, they lose their validity.
• A voucher can only be redeemed before the order is completed. A subsequent credit note is unfortunately not possible
• Vouchers can have a minimum value and a validity. You will find both information at the point where you received the voucher.
• Vouchers may be tied to certain brands or promotions. This information is listed where applicable.

Product reviews.

9.1 Why should products be rated?

Who wouldn't like to have useful information about a luminaire's design, lighting quality, energy consumption, economy and ease of installation and maintenance before they buy it?

Tell other customers and us about your experiences with your new product. Your suggestions enable us to tailor our product range even better to your needs and help other customers in their decision-making process.

We reward corresponding product reviews with vouchers or discounts for your subsequent purchases. Please inform us about this at [email protected].

9.2 How can I rate products?

To rate a product, please log in as a customer via the login field of your customer account. Next, click on the product you would like to rate. There you will find the tab "Ratings" right next to the "Description" and the "Technical data"

Click on the button "Write a review". Next, you only need to enter the desired number of stars, the title of the heading and the text of the rating.

We reserve the right not to publish a review if it violates the following guidelines:

• Inappropriate tone (obscene, insulting, malicious)
•  Advertisements or offers from other merchants
• Any type of contact information (phone number, address, email, etc.)

Product reviews may take one to two days to process.

Skapetze Newsletter.

10.1 What does the Skapetze newsletter contain?

With the Skapetze newsletter, you will no longer miss any shopping advantages. We will inform you regularly about intelligent lighting solutions for the home, interesting facts about lighting, new products, special offers, vouchers and current improvements to our service.

10.2 How often is the newsletter sent?

You will receive our German-language newsletters according to your selection via the tab in the registration. During the dark season, we inform you weekly about lighting trends and solutions as well as luminous gift ideas

10.3 How can I subscribe to the Skapetze newsletter?

To always be informed about the latest news and offers from Skapetze, you can subscribe to our (german) newsletter.

10.4 I signed up for the newsletter but did not receive it - what could be the reason?

Your newsletter subscription is only successful when you have clicked on the link in the confirmation e-mail.
This is sent directly after your newsletter registration. Only then will you receive our newsletter.
Have you activated a spam filter that may send the newsletter to the spam folder?

10.5 How can I unsubscribe from the newsletter?

You have the option to unsubscribe from the newsletter at the bottom of each newsletter by clicking on "unsubscribe here".

Shopping safe & easy.

11.1 What does Skapetze do to protect my data?

We attach great importance to the protection of your personal data. You can find our complete privacy policy here.

11.2 Is the item I purchased an original or an unauthorised copy?

Skapetze only sells original works by renowned designers and our own brand s.LUCE. 

Tips & Applications.

12.1 What should I look for when choosing a dining table lamp?

When choosing your dining table luminaire, you should check whether it fulfils the following aspects:

• Dining table luminaires should have good glare control so that the table is the focal point and not the luminaire the brightest point in the room.
• The distance between the tabletop and the lower edge of the pendant luminaire should be around 60 cm so that the view to the person opposite remains free and without glare.
• For a brilliant reproduction of colours, halogen lamps with a colour rendering index Ra of 100 are ideal. For consistent energy savers, LEDs with a colour rendering index Ra greater than 90 are recommended as an alternative.

12.2 At what height should dining table pendant luminaires be mounted?

12.3 At what height should wall luminaires be mounted?

12.4 Which luminaires are suitable as reading lights?

Reading luminaires are a useful additional light source. As a supplement to room lighting, they illuminate areas specifically and thus increase the brightness in the reading zone. This makes it easier to recognise details and the eyes tire less quickly.

At Skapetze, you will find reading lamps under the heading Table lamps -> Bedside lamps or under Floor lamps in various sub-categories such as Ceiling floodlight, Arc lamp etc..

Lamps & Luminaires Spare Parts.

13.1 My luminaire is about 20 years old. Are there still spare parts or glasses available?

13.2 How can I install spare parts without damaging the luminaire or the spare part?

13.3 How do I choose the right transformer for my luminaire?

The sum of the wattages of the lamps in your luminaire must not exceed or fall below the specified minimum and maximum power ratings of the transformer - stated in VA (=watt).

Example

-> You have a luminaire with five lamps á 20W.
-> This results in a total power of 100W.
-> This means that the transformer must be designed for at least 100W. 

We recommend always choosing the slightly stronger transformer.
You can find all transformers here.

Illuminant.

14.1 How long do LED lamps last?

14.2 What is the advantage of fixed LEDs over replaceable lamps?

14.3 Which light source is recommended for use in reading luminaires?

For brilliant colour rendering, halogen lamps with an optimum colour rendering index of Ra=100 or LED lamps or luminaires with an Ra greater than 90 are recommended.

14.4 Are energy-saving lamps dimmable?

There are energy-saving lamps that can be dimmed in several steps via the light switch. By pressing the switch several times, the brightness of the lamp can be adjusted

Questions about luminaire installation.

15. 1 How do I shorten the cable of my pendant lamp?

15. 2 What do I need for my LED strip?

15. 3 How do I install an RGB or RGBW LED strip correctly?

15. 4 Is it possible for Skapetze to mount the lamp directly?

Unfortunately, we no longer carry out in-house installation. Instead, we work intensively with our customers' electricians or arrange cooperative electrician companies. Please ask your consultant about this.