FAQ - Frequently Asked Questions

What does delivery cost?

We offer free UPS Ground shipping on all lamps that are shipped within the 48 continental states and Canada. A flat rate of $20 will be assessed on orders less than $300. Shipping charges will be displayed in the online shopping cart at the checkout screen.

How do you deliver lamps?
Your fixture will most likely ship via UPS. However, the delivery method is solely at Louis Poulsen's discretion.

When will my order arrive?
If the item is in stock, you can expect to receive your order within 3-6 working days. For Canadian orders please expect 6-9 days. As local conditions are outside of Louis Poulsen’s control, are we unable to say exactly when the goods will be delivered. Once the products are shipped, you will receive an email with a link to your delivery information. You can then track your shipment on the carrier's website.

Is it possible to pick up my order?
The goods sold from our online store are dispatched from our warehouse in Virginia. Unfortunately, it is not possible for customers to pick up individual orders.

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.

I would like to return a purchase made via the online store – what should I do?

For any reason, if you are not satisfied with your purchase, you can return it within 21 days. You may return most purchases made on our online store within 30 days of purchase. Please note that clearance items, parts, outdoor and special orders are final sale and cannot be returned.  

Return shipping on all lamps is complimentary provided you use the return method specified by us, which also ensures you are insured if the package is lost in transit. You should ensure that you obtain a copy of the carriers receipt when returning the goods.   

On orders below 300 USD return of goods must be freight prepaid.  

To return an item, please contact customer service for a return authorization number.

Can I exchange or return a product in a physical shop or in your showroom?

Unfortunately, the only way to exchange or return a product is by following the instructions on the returns form here. Complete the returns form, and you will hear from us as soon as possible.

How is my money reimbursed?

If you cancel your contract of sale or return a purchase, we will reimburse the payment to your account as soon as possible and no later than 14 days after we have received notification from you that you wish to cancel. However, we may withhold the reimbursement until we have received the items or until you have sent us documentation that the goods have been returned. Reimbursement is made to the payment card which was used to pay for the order.

I wish to exchange an item – what should I do?

Unfortunately, that is not possible at this time. Please follow the instructions on the returns form. If you want a different colour/size/model, please order the new product via our online store. Then you will find out immediately whether what you want is in stock, and you do not have to wait to have your return goods processed.

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

I would like to register a claim – what should I do?
Please fill out the claims form, and you will hear from us as soon as possible.

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 payment provider Adyen, which handles payments for purchases made at zormivexalt.digital.

Which payment cards can I use at www.zormivexalt.digital?
Louis Poulsen receives payment by Visa, Mastercard, Maestro and American Express. We also accept payments through PayPal and Apple Pay.

When do you deduct payment?
Payment is collected when the order is placed. Once your order ships, we will email you a PDF copy of the invoice.

My card has been rejected; what should I do?
If you experience problems with completing your payment, please contact customer service on (954) 349 2525 or at onlinestore@zormivexalt.digital

Do you charge Sales Tax?
We charge Sales VAT tax in NJ, NY, GA, CA, TX, WA, CO,MA, OH, IL, FL, MI.

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 discount cannot be combined with other offers or sales. The newsletter sign-up discount can only be used once per customer.



Are there any products that are excluded from discount codes?

The following products are excluded from the newsletter sign-up discount code: Pale Rose Collection, PH 5 Your Edition and PH 5 Retake

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.

Is it possible to register my lamps? 

Yes. All lamps can be registered, including those lamps which do not have a registration 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.

Lamps can be registered here. You can also save a copy of the receipt or a photograph of the lamp. This enables you to document your ownership of the lamp in the event of loss or theft. 

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. 

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

Please see the latest recommendations in our online light source overview.

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

Yes, you can. Please see the latest recommendation in our online light source 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 counterclockwise before it can be removed from the 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 rotating the base approx. 180 degrees clockwise.

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

Click here to see our light source overview. (Light Source Guide INT)

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 fixtures close to our dining zone, as this creates an intimate atmosphere at the dining table. We recommend that small pendants hang somewhere between 21.5 inches and 24 inches from the bottom of the fixture to the table surface and that larger pendants hang somewhere between 23.5 inches and 27.5 inches from the bottom of the fixture to the table surface. It is essential that you test the height at which the fixture hangs above the table before cutting the cable to length.

How far apart should my pendants hang? 

If you install pendant lamps approximately 31.5 inches apart from each other, the light cones overlap, which ensures uniform illumination of the workspace/table surface. 

How do I change the cord on my lamp? 

We always recommend that a licensed electrician replaces the cord for a Louis Poulsen fixture. Please note that any change made to the original Louis Poulsen fixture, including cord changes, will void our manufacturer warranty.

Is it possible to buy PH glass pendants with white cord instead of black cord? 

Yes – PH Glass pendants with a white cord instead of a black cord can be ordered and purchased from authorized representatives for an additional charge. Please note that the delivery time will be slightly longer. For more information please reach out to customer service.

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

Louis Poulsen fixtures are usually supplied with a 12-foot cord. If you require a longer cord length, it can be ordered through customer service not through this website.

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. 

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

Yes – it is certainly possible to buy new packaging for our fixtures. Contact customer service for pricing on authentic Louis Poulsen fixture packaging.

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.

Can I obtain the color codes for the new PH 5?
You can see the color codes via this link: PH 5 colour codes. (opens in new window)

What does/did my lamp cost? 

At Louis Poulsen, we can only provide recommended retail prices for the lamps which are still in production.

If a spare part is not listed at Louis Poulsen’s online store, does that mean that it has been discontinued? 

Not all spare parts are available from our online store. If you were unable to find what you were looking for, please contact one of our authorized dealers.

How are the PH glass shades produced? 

The shades are made of mouth-blown opal three-layer glass, which is shiny on the top and sandblasted matt on the underside, giving a soft and diffused light distribution. As the shades are made individually, the glass varies slightly, so every shade is unique. This means that there may be air bubbles in the glass, and the thickness can vary.

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, lighting designer, an engineering firm, or distributor, please contact your local Louis Poulsen representative.

Does Louis Poulsen repair lamps that are no longer under warranty?

Unfortunately, we are unable to repair lamps which are not covered by a warranty. Please visit us at www.zormivexalt.digital to view available replacement parts. Can’t find the part you need? Contact your local Louis Poulsen Representative or Dealer for assistance. All components, costs, and repairs are at the owners' expense. We do not carry replacement parts for vintage fixtures.