1. What products do you sell?
We sell lighting accessories designed for various lighting and interior applications.
2. Where do you ship?
We currently offer shipping throughout Germany.
We do not currently offer international shipping outside Germany.
3. Is shipping free?
Yes. We offer free shipping throughout Germany on eligible orders.
4. How long does delivery take?
Our estimated delivery time is 4–6 business days in total.
This includes:
- Handling time: 1–2 business days
- Transit time: 3–4 business days
Delivery times are estimates and may occasionally be affected by circumstances outside our control.
5. When will my order be processed?
Orders are generally processed within 1–2 business days after successful payment and order confirmation.
Orders placed on weekends or public holidays may begin processing on the next business day.
6. Do you offer international shipping?
No. We currently ship within Germany only.
7. What payment methods do you accept?
We currently accept Stripe as our payment method.
8. Is my payment secure?
Payments are processed through Stripe's payment-processing infrastructure. We take reasonable measures to help protect customer and transaction information.
9. Can I return my order?
Yes. We offer free returns for eligible orders within Germany.
Our standard return window is 30 days from the date you receive your order.
10. How do I request a return?
Contact our support team at Info@lilahennnussergbr.shop with:
- Your order number
- Your name
- The product you want to return
- The reason for the return
- Photos where relevant
Our team will review your request and provide the appropriate return instructions.
11. Are returns free?
Yes. We offer free returns for eligible orders within Germany when the return is handled according to our return instructions.
12. When will I receive my refund?
Once your eligible return has been received and the refund has been approved, we generally process the refund within 4–6 business days.
The time for the money to appear in your account may vary depending on Stripe and your bank or financial institution.
13. How will my refund be issued?
Eligible refunds are generally issued to the original payment method used for the purchase.
14. What if my product arrives damaged?
If your product arrives damaged, please contact us as soon as possible.
Provide your order number, a description of the damage, and clear photographs of the package and product where applicable. We will review the issue and provide instructions for the next steps.
15. What if I receive the wrong product?
If you receive an item different from what you ordered, contact our support team before returning it.
We will review your order and provide instructions for resolving the issue.
16. Can I change my shipping address after placing an order?
Contact us as soon as possible if you entered an incorrect shipping address.
We will make reasonable efforts to assist before the order is dispatched. Once an order has been shipped, changes may no longer be possible.
17. What should I do if my order is delayed?
If your order has not arrived within the estimated 4–6 business day delivery period, contact our support team with your order details.
We will assist you in checking the status of your shipment where possible.
18. Do you provide order tracking?
Where tracking information is available for your shipment, it may be provided after your order has been dispatched.
19. How can I contact customer support?
You can contact us by email at:
You can also use our 24/7 live chat support.
Our regular business hours are Monday–Friday, 9 AM–5 PM CEST.
20. How long does customer support take to respond?
We aim to respond to customer inquiries as soon as reasonably possible. Response times may vary depending on the volume and complexity of inquiries.
21. Can I cancel my order?
If you need to cancel an order, contact us as soon as possible.
If the order has not yet been dispatched, we will make reasonable efforts to process the cancellation where possible. If the order has already been shipped, our standard return process may apply.
22. What happens if my payment is declined?
If your payment cannot be authorized through Stripe, your order may not be successfully completed.
Please verify your payment information or contact your payment provider. You can also contact us if you need assistance with your order.
23. Do you have a physical business address?
Yes. Our business address is:
Prälat-Kreutz-Straße 3, 76646 Bruchsal-Untergrombach, Germany
24. Where can I find your business information?
Our business information is provided below.
Business Information
Business Name: lilahennnussergbr
Legal Business Name: LiLA Henn-Nusser GbR
VAT Number: DE267535871
Contact Number: 4972579300001
Business Address: Prälat-Kreutz-Straße 3, 76646 Bruchsal-Untergrombach, Germany
Support Email: Info@lilahennnussergbr.shop
Live Chat Support: 24/7
Business Hours: Monday - Friday, 9 AM - 5 PM
Time Zone: Central European Summer Time (CEST)