File a Claim

Please read before you start

To get your claim resolved quickly, every detail you give us must be clear and accurate — your full name, order number, shipping address, and every photo and video, and every photo, the product name, every photo and the video, your invoice and every video.

Claims with missing, blurry or incorrect information cannot be processed and are put on hold until we receive everything, which can take much longer. Please take a few minutes to fill this in carefully.

Please enter the shipping address exactly as it is on your order, and the tracking number if you have it. Before you file, check with neighbors, your building office or mailroom, and the carrier.

Damaged items must be reported within 7 calendar days of delivery and need an unboxing video — a recording of you opening the package. Keep the video short: 30 seconds or less, max 50 MB (tip: record in 1080p/HD, not 4K). Keep all packaging and products exactly as you received them until your claim is closed.

Missing or wrong items must be reported within 7 calendar days of delivery. Before you file, please check all packing material carefully. Keep the box, the packing slip and everything you received until your claim is closed.

Please tell us exactly which product (name, color / shade) and add your invoice, clear photos of the product (including the label / batch number) and a short video of you applying or using the product that clearly shows the problem — 30 seconds or less, max 50 MB (tip: record in 1080p/HD, not 4K). No unboxing video is needed. Please keep the product until your claim is closed.

Please add your invoice and short videos that clearly show the problem — 30 seconds or less each, max 50 MB (tip: record in 1080p/HD, not 4K). Add the serial number from the label stuck on the product box if you can find it. Registered your warranty? Claims for registered lamps move faster, because your proof of purchase and serial number are already on file. Not registered yet? Register your warranty — it only takes a minute and helps speed up this claim and any in the future.