Frequently Asked Questions (FAQ)

What does delivery cost?

For purchases over €75, Louis Poulsen offers free delivery.
For purchases under €75, the delivery cost is €10.
We also offer free returns if you use the return method provided by Louis Poulsen, which means you are also insured in case the parcel is lost in the post.

 

When will my order arrive?

You can see information about delivery time on the product pages.
If the item is in stock, you can expect to receive your order within 2-3 business days.
There may be a longer delivery time for products that are made to order, this will be stated on the product page.

 

How will my order be delivered?

Louis Poulsen delivers its products using GLS or DB Schenker.
The courier service depends on the size of the product/order.
Larger products and orders will be delivered with DB Schenker on a fixed day to be agreed as soon as the order is ready for dispatch.
If your order can be delivered with GLS, you can choose to have it delivered to a private or company address.

 

Is it possible to pick up my order?

No.
The goods sold from our online store are dispatched from our warehouse in Vejen, Denmark. Unfortunately it is not possible for customers to pick up individual orders.

 

Does Louis Poulsen deliver worldwide?

Louis Poulsen EU only delivers in countries within the European Union. (Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Poland, Romania, Slovakia, Slovenia.)

If you want to ship to an address in a country not mentioned above, you can shop on the country's own page.
You will find the overview in the bottom left corner.

 

Where is my order?

Please be aware that if one or more of your products are not on stock at the time you placed the order, every monday you will recieve an email with an estimated delivery date.
Once your order is shipped you will receive a track and trace link via email.

 

Do I need to sign for my package?

Due to the high value of our products, you must acknowledge receipt of your package. For the same reason, packages will not be left in garages, back gardens, stairways etc.

 

Is my package insured?

We insure all deliveries against loss and damage while they are in transit from Louis Poulsen to the recipient address. As soon as the delivery has been signed for at the agreed address, it is no longer covered by our insurance. If your package is damaged on arrival, we suggest that you inform the carrier that you are receiving a damaged package when you sign for the delivery.

Where can I see the lamps? 

Unfortunately, we only have an official Louis Poulsen showroom in Denmark, but most of our authorised dealers have a wide range of products represented in their stores.
Find your nearest one here.

 

I want to return my order, what do I do?

You have 14 days to return your purchase from the day you receive it by following the instructions on this page. We will then send you the information you need to return your item. We will pay the return postage when you use the return method provided, which means you are also insured in case the parcel is lost in the post.
NOTE. Remember to also return your free gift if the product that triggered the gift is returned.

 

My lamp is defective, what do I do?

If your lamp has a defect, you can make a warranty claim. Depending on the case, the product will either be repaired, replaced, or refunded. Please follow the steps here to file your complaint.

If you have ordered a lamp made of our mouthblown glass, and you are not happy about the color. Please read this document before filing a complaint. 

Please note that if the lamp was purchased from an external retailer, you must contact the retailer directly.

 

What is your warranty?

Most of our products come with a 5-year warranty against defects in construction and materials (2 years for batteries). You can read the full details here.

 

I want to exchange an item, what do I do?

Unfortunately, we do not exchange items, but instead ask you to return the product and then place a new order.
Follow the instructions here for returning your order.
You will then need to order the new items yourself via our webshop. This way, you will know immediately if what you want is in stock and you won't have to wait for your return to be processed.

 

How will my money be refunded?

When you cancel or return a purchase, we will refund the payment to the payment method used as soon as possible and no later than 14 days after we have received your notification that you wish to cancel or have received your order back.

Which payment cards can I use at www.zormivexalt.digital?

Louis Poulsen receives payment by Visa, Mastercard, Maestro, AMEX and Apple Pay.

 

Is it safe for me to use my payment card at zormivexalt.digital?

Yes, Louis Poulsen encrypts all your card details using so-called SSL (Secure Socket Layer) protocol. This means that no unauthorised persons can read your card number or other information during a transaction with DIBS, which handles payments for purchases made at zormivexalt.digital.

 

When do you deduct payment?

When you place your order, the amount will be reserved on your account. The payment will not be debited from your account until we ship the item and email you an invoice (PDF).

 

My card has been rejected; what should I do?

If you experience problems with completing your payment, our first recommendation would be to try one of our other payment methods.
If you are still not able to place an order, please contact us and we will do our best to advice you how to make a successful payment.

Are there any products where discounts do not apply?

The following products are never discounted: Pale Rose Collection, PH 5 Your Edition and PH 5 Retake

 

Can I keep my free gift if I return the product that triggered the gift?

No, we ask that you return the gift together with the product.

 

How does the newsletter sign-up discount work?

Sign up for our newsletter and get a 10% discount on your next order. The code will be visible after registration, and sent to you via email. Please remember to type the code in the checkout. The newsletter sign-up discount can only be used once per customer.

 

Can i combine discount codes?

No, offers and discounts cannot be combined.

Why should I register my lamp?

By registering your lamp in our portal, you have the opportunity to prove your ownership in case it is lost or stolen.

 

Can I register all my lamps?

Yes. All lamps can be registered, including those lamps which do not have a registration number.
Meaning even without the ID number, you can register the product manually by uploading a copy of the receipt or a picture of the lamp in the portal.

 

Where can I find the ID number?

On some lamps the ID-number is engraved on the lamp, in which case the positioning of the engraving is shown in the installation instructions you receive with your lamp. On others there is an ID number sticker, that is enclosed in the packaging, where one sticker is to be adhered to the lamp from which it cannot be removed without leaving a trace.

 

What is two-factor authentication and how do I activate it?

Two-factor authentication is available to increase the security of your account. This means that when you try to login, you will receive a code either via email or in your authentication app. 
You can enable two-factor authentication on your profile page under account settings.  
If you choose to enable two-factor authentication on your account, you will receive an email which will help guide you through the setup. 

I just took the lamp out of the packaging, why does it not turn on?

During shipping the lamp is in a “transportation mode” that protects the battery during storage. The lamp in transport mode is delivered with app. 60% power on the battery.
Please refer to the mounting instructions for activating the lamp from transportation mode or watch this step-by-step video guide for the Panthella 160 portable lamp.

 

How does the step dim work?

Step dimming turns up or down the light level in pre-fixed levels, you do this by simply tapping the push/touch button to switch between the levels. 

 

How does stepless dim work?

By holding down the push/touch button the light volume will slowly increase or decrease providing a smooth and gradual transition between different brightness levels.
This means you can set the lamp to any level of brightness, without being restricted to specific steps. 

 

How to change between step-dim and stepless dimming?

Some of our portable lamps have the possibility to switch between the dimming options. Below is the list of lamps that have this option: 
Tomoshi Portable lamp
PH 2/1 Portable lamp
VL 45 Radiohus Portable lamp
PH 80 Portable

To change between the dimming options, you should first make sure that the lamp is turned off. Then tap and hold the push/touch button until the lamp blinks 2-4 times. This indicates that the lamp has switched to the other dimming option.

 

What is the best way to charge the battery with a new lamp?

When you first unpack your lamp we recommend that you fully charge and fully drain the battery before recharging the first couple of times when the lamp is new in order to maximize the battery life. 

 

My lamp does not turn on or has very short battery life, what can i do?

Rechargeable batteries are best maintained by regular charging. If your lamp hasn't been charged for months, the battery might have a low capacity or even be drained which could be the reason it is not working like it used to. A rechargable battery will have about 70% of initial battery capacity maintained after 500 charging cycles.

We recommend to re-boot the battery in the following way: Charge for 24 hours, disconnect from power and switch the lamp on and let the battery drain completely. Repeat a couple of times. 
If this doesn't help, the battery will need to be replaced. 
Batteries and LED rep kit are available as spare parts for purchase.

 

Can I leave the cord in after the lamp is fully charged?

Light off: The cord can remain plugged in after the battery is fully charged.
Light on: It is NOT recommended to leave the cord in after the battery is fully charged because the battery will try to recharge continuously which over time may harm the battery lifetime and usage capacity.

 

I lost my cord can I buy a new cord?

You will find cords to the portable lamps in our spare parts section.
If you cannot find the required spare part. Please contact our customer service.

 

Why isn’t an adaptor included, and can I buy an adaptor for my lamp?

An adaptor is not included due to an increased focus on the environment and a more sustainable future. Many customers already own a compatible adaptor, and therefore, we try minimizing the production of adaptors and packaging as much as possible. We recommends using a USB adaptor that is universal and can deliver a minimum of 1.5A.
You will find adapters to the portable lamps in our spare parts section.
If you cannot find the required spare part. Please contact our customer service.

 

How do I know if I have a Panthella 160 Portable version 1, 2 or 3?

You can identify the version of your Panthella 160 by comparing to the overview below:

 

Why is my portable lamp not turning off?

Your lamp might be in locked mode. This is useful in situations where you want to make sure the lamp cannot be turned on/off unintentionally.
Here is how to lock and unlock your portable lamp: 

Tomoshi, PH 2/1, VL 45 Radiohus:

Panthella 160 portable:

You can also find more specific instructions on how to operate your portable lamp in the mounting instrutions which can be found here.

 

Which sort of bulb/light source should I use in my new lamp? 

On each product page under "product details" you can read which light source you need.
You can also find the information in this overview.
In our light source guide, you can read more about brightness levels and temperatures to create the desired atmosphere.

 

Can I use an energy-saving bulb in my PH5? 

Yes, you can. Please see the latest recommendation in this overview.

 

How do I change the light source on the Enigma 425/545? 

The base of the light source must be rotated approx. 180 degrees anticlockwise before it can be removed from Enigma. When inserting a new light source, the small legs on the GU10 light source match the small holes in the GU10 socket. When they are aligned, secure the light source by the rotating the base approx. 180 degrees clockwise.

 

Which light source can I use in my lamp once incandescent bulbs have been discontinued? 

Read here which light sources/bulbs you can use in your lamp.

My lamp is broken, what do I do?

When you shop on our webshop, you have a 2-year warranty according to EU law. This means that you can either have the item repaired, exchanged or refunded if the lamp is defective in terms of quality. This requires that the complaint is justified and that the defect has not arisen as a result of incorrect use of the product or other damaging behaviour. You can report a complaint here.

If your lamp needs repair and the damage is not covered by the warranty, you can buy spare parts for all products here. If you can't find the part you are looking for, you can contact our customer service here.

 

Does Louis Poulsen make repairs to lamps that are no longer under warranty?

Unfortunately, we are unable to repair lamps outside of warranty, but we refer you to one of our authorised retailers.

Where can I find mounting instructions? 

Under downloads, scroll down and select your product, and you can then download a PDF. 

 

How high should my pendant lamps hang above the dining table? 

In Denmark, we traditionally hang pendant lamps close to our dining zone, as this creates an intimate atmosphere at the dining table. We recommend that small pendants hang somewhere between 55 cm and 62 cm from the bottom of the lamp to the table surface, and that larger pendants hang somewhere between 60 cm and 70 cm from the bottom of the lamp to the table surface. It is obviously important that you test the height at which the lamp hangs above the table before cutting the cable to length.

 

How far apart should my pendants hang? 

If you hang pendant lamps approx. 80 cm apart, the light cones overlap, which ensures uniform illumination of the worktop/table surface.

 

How do I change the cord on my lamp? 

We always recommend that the cords for Louis Poulsen lamps are replaced by an authorised electrician. Please note that if you change the cord yourself on a Louis Poulsen lamp, the warranty becomes invalid.

 

Is it possible to buy lights with a different cord colour than the one shown?

It is possible to order lamps with a different cord colour than the standard from our approved retailers at an additional cost. Please note that there will be a longer delivery time.

 

Is it possible to buy Louis Poulsen lamps with extra-long cord? 

Louis Poulsen lamps are usually supplied with 3 metres of cord. If you require a longer cord length, it can be ordered from approved retailers.

 

It is possible to buy new packaging for Louis Poulsen lamps?

Yes – it is certainly possible to buy new packaging for our lamps. Contact one of our approved retailers to purchase the packaging and to agree on price.

How do I clean my lamp? 

Cleaning instructions can be found with the mounting instructions. Under Downloads, scroll down and select your product, and you can then download a PDF. 

 

How should I clean and polish the brass and copper parts of my lights?

This guidance applies only to untreated, polished brass and copper surfaces. Both materials naturally react with their environment, causing them to darken and develop a unique patina over time. This is a normal process, and we generally do not recommend polishing or cleaning the material to maintain its authentic appearance. Never use water to clean brass or copper, as it can cause tarnishing or damage. Always check the product page for your specific light to confirm the material it is made of.

If you prefer to keep your untreated, polished brass or copper lights shiny, follow these steps:

1. Use a polishing agent specifically designed for brass or copper, ensuring it contains as little abrasive as possible.
2. Clean the surface gently with a soft cloth.
3. Polish carefully using the same cloth.
4. Always wear gloves to avoid leaving fingerprints on the light.

 

 

My amber coloured glass screens have become stained on the inside. How do I remove it?

This is caused by moisture in the air. Glass screens can be cleaned in clear vinegar (5%) and rinsed in clean lukewarm water. They should then be left rough side up to air dry. This may happen again, depending on the humidity of the environment the lamp is in.

Where can I see an overview of all Limited Edition lamps?

Here you can find an overview of all Limited Editions throughout time.
The first lamp was released in 2014.

 

My PH Limited Edition 2024 Dusty Terracotta lamp shades have different colors—why is this? 

PH glass shades are mouth-blown and handcrafted, which can result in slight color variations between shades. This is part of their unique, artisanal charm. For tips on evaluating the shades and more details, click here.

 

How can I verify the authenticity of a limited edition PH lamp?

Authentic limited edition Louis Poulsen lamps come with a certificate of authenticity and may have unique markings or engravings on the fixture. Buying directly from Louis Poulsen or an authorized retailer ensures you receive a genuine product.

 

How do I care for and maintain my limited edition PH lamp?

To preserve the lamp’s condition, use a soft, dry cloth for cleaning. Avoid abrasive cleaners or harsh chemicals, especially on metal finishes. Some copper and brass lamps may develop a natural patina over time, enhancing their character.

 

Are replacement parts available for limited edition PH lamps?

Since these are limited editions, replacement parts may be harder to find than for standard models. However, contacting Louis Poulsen’s customer service or an authorized repair center may help source compatible components.

 

Can I use LED bulbs in my limited edition PH lamp?

Yes! Many of these lamps are compatible with modern LED bulbs, which can help preserve the integrity of the fixture while reducing energy consumption. Check the lamp’s specifications to ensure you choose the right wattage and color temperature.

 

Which bulb can I use in the amber Limited Edition PH 3½-3 pendant light?

Please see our recommendation in our light source overview.

 

I can't find replacement glass for the PH 2/1 Bombardment Chandelier?

The middle and lower shade, canopy and shade holder are the same as those used for a PH 2/1 Stem Fitting pendant. Please note that the upper shade must be the one with balancing rings. You can find the spare parts here.

What is my lamp worth?

We are only able to provide a recommended retail price for lamps that are still in production. For valuation of lamps that are no longer in production, please refer to an auction house.

 

If a spare part is not on the webshop, is it discontinued?

If the spare part is not available on our webshop, the product is discontinued.
If you did not find what you were looking for, please contact one of our authorised dealers who will be able to help you purchase spare parts for discontinued products. They will be able to help you with the purchase of spare parts for discontinued products.
Some spare parts can only be purchased upon presentation of the original receipt, original spare part or a police report.
Parts for hanging the PH Artichoke such as wires.
The back for the PH wall.
If in doubt, please contact one of our authorised dealers

Can I obtain the colour codes of your lamps?

For information on the colour codes of our lights, please contact us.

I work on the project market as an architect; where can I find a lighting consultant who can help me? 

If you are an architect, engineer or authorised electrician, you can contact our professional customer service here and find one of our Area Sales Managers.