Frequently asked questions
Quick answers to the most frequently asked questions.
Frequently asked questions & answers
We are happy to help you further quickly. Choose the subject your question is about below and find the answer to the most frequently asked questions straight away. Is your question not listed? Then we are of course happy to help you further personally.
Order & pay
Shipping & delivery
What payment methods can I use?
You can pay securely with various payment methods on ThatsLed.nl. During checkout, you will see which payment options are available for your order.
Can I pay afterwards?
Yes, paying afterwards is possible. During checkout, you can choose from the available payment methods and see which option for paying afterwards is available.
Has my payment gone through?
Na een geslaagde online betaling ontvang je per e-mail een bevestiging met je factuur. Je kunt de status van je bestelling ook bekijken via My orders. Heb je betaald, maar staat de betaling daar nog open? Vernieuw de pagina na enkele minuten. Blijft de status onduidelijk? Neem contact met ons op, dan controleren we de betaling voor je.
Can I still change or cancel my order?
Wil je na het bestellen nog iets wijzigen of je bestelling annuleren? Neem dan zo snel mogelijk contact met ons op. Zolang je bestelling nog niet is verwerkt of verzonden, kijken we graag wat er nog mogelijk is.
Is your order already on its way? Then you can always return it after receipt if you wish.
Where can I find my invoice?
Je ontvangt de factuur bij je bestelling per e-mail. Je kunt je facturen ook terugvinden bij je bestellingen in je account.
Can't find an invoice? Get in touch with us and we'll be happy to help.
Can I request a quote?
Ja. Heb je grotere aantallen nodig, een project of een bestelling waarvoor je graag eerst een voorstel ontvangt? Neem dan contact met ons op en vertel wat je nodig hebt. We denken graag met je mee en maken waar mogelijk een passend voorstel.
When will my order be delivered?
The expected delivery time is stated for each product. Are you ordering several items with different delivery times? In that case, the delivery time for your order may depend on the item with the longest delivery time.
How can I track my order?
As soon as your order has been dispatched, you’ll receive a Track & Trace link that allows you to track your parcel. This way, you can see when your parcel is expected to be delivered.
What are the delivery charges?
Shipping costs depend on your order and the destination country. The current shipping costs will be displayed during the ordering process. Free shipping applies to orders within the Netherlands from €99, with the exception of, among other things, long-length freight and special shipments.
Which carrier will deliver my order?
We ship orders with DHL and DPD. Which carrier delivers your order depends, among other things, on the size and type of shipment.
How are long products shipped?
We dispatch long items, such as certain profiles or other items that cannot be sent as standard parcels, as bulky goods. Different delivery charges and terms and conditions may apply. You will see the applicable delivery charges when placing your order.
My parcel is delayed or has not arrived. What should I do?
Controleer eerst de Track & Trace-link. Soms loopt een pakket bij de vervoerder vertraging op en wordt het alsnog op een later moment aangeboden. Blijft de status onduidelijk of lijkt je pakket niet aan te komen? Neem dan contact met ons op, dan kijken we met je mee.
My order arrived damaged. What should I do?
Please report this preferably via My orders . Select the relevant order and state what the issue is. If possible, please add photos of the packaging and the damaged product. This will ensure we have the correct information straight away so we can quickly find a suitable solution.
Returns & exchanges
Guarantee & complaints
How long do I have to return my order?
At ThatsLed.nl you can items up to 100 days after receipt returns. This gives you plenty of time to decide whether a product meets your expectations.
How do I register a return?
You can easily book a return via My orders in your account. Open the relevant order, select the item you want to return and state what the issue is. You will then receive the information to send back your return.
Are there any charges for returns?
For a standard return, the return shipping costs are at your own expense. During the return process, you will see which return costs apply. These costs can be deducted from the amount you receive back from us.
Has an item been received damaged, delivered incorrectly, faulty or incomplete? If so, please state clearly in your enquiry what the problem is.
Can I return a product if I have inspected or tested it?
Yes. You may inspect and evaluate a product as you would in a shop. In doing so, handle the product and the packaging with care.
If a product has been used more than is necessary to assess it and this has resulted in a reduction in value, we can charge you for this depreciation.
Can I exchange an item for a different version?
Wil je liever een andere kleur, uitvoering of een ander product? Geef bij je aanvraag aan waarom het product niet helemaal aan je wensen voldoet. We denken graag met je mee over een passend alternatief.
When will I get my money back after a return?
As soon as we have received your return, we will check and process it as quickly as possible. The amount you are entitled to will be refunded via the payment method you used to pay for the order. Any return costs that are charged will be deducted from the amount to be refunded.
Do I need to return the product in its original packaging?
We prefer to receive the product complete and, as far as reasonably possible, in its original packaging. In any case, please ensure that the product is well protected during return shipping and include all associated parts and accessories.
My product is faulty or not working properly. What should I do?
Report the issue via My orders in your account. Open the relevant order, choose the item and state what the problem is. If possible, add photos or a short video. This ensures we immediately have the right information and can quickly look into it with you.
Should I return a faulty product straight away?
No, do not return a faulty product immediately. Not every problem requires a return. Sometimes we can help you remotely or, for example, replacing a part is a better solution. Therefore, report the problem via your order first. je bestelling.
What is covered under warranty?
You can expect a product, under normal use, to do what you may reasonably expect of it. Does a problem arise? Let us know. We will look into what is going on and search for a suitable solution.
Depending on the situation, that could for example be advice, a replacement part, repair, replacement or another suitable solution.
What is not covered by the warranty?
Damage caused by, for example, incorrect use, improper installation, modifications to the product, normal wear and tear or external influences may be excluded from the warranty.
If you are in doubt, just report the issue. You don't need to determine in advance whether something is covered by the warranty. We are happy to take a look with you.
My order is not in my account. Can I still claim a warranty?
Yes. An earlier order is not listed there My orders? Neem dan contact met ons op en vermeld indien mogelijk je ordernummer, het betreffende artikel en wat er aan de hand is. Wij zoeken de bestelling erbij en helpen je verder.
How can I make a complaint?
Ben je niet tevreden over een product, bestelling of onze dienstverlening? Laat het ons weten via onze contactpagina. Omschrijf je klacht zo duidelijk mogelijk en vermeld bij een klacht over een bestelling indien mogelijk je ordernummer. We bekijken wat er is gebeurd en nemen contact met je op om samen tot een passende oplossing te komen.
Products & advice
Account & orders
Which light colour is best to choose?
That depends on the room, application and desired ambiance. Warmer light colours usually provide an atmospheric look, while more neutral or cooler light is often suitable when good visibility is important.
Are you in doubt? Feel free to contact us. We are happy to help you choose the right light colour for your application.
How do I know how much light I need?
The required amount of light depends, among other things, on the size of the room, the application and how much light is desired. The light output of a lamp is expressed in lumen.
In onze blogs In our blogs, we explain in greater detail how to determine the correct light output. Do you have a specific situation? Then, of course, we can also help you think it through.
Can I dim LED lighting?
That varies per product. The product details indicate whether it is dimmable. Also make sure that the dimmer used is suitable for the LED lighting in question.
Unsure whether a lamp and dimmer are compatible? Feel free to contact us before ordering.
How do I know if a product is suitable for outdoor use?
Check the product information and the indicated IP rating. This indicates the extent to which a product is protected against moisture and dust, among other things. Which IP rating you need depends on where the product is placed.
Can I combine different LED products with each other?
Often yes, but this depends on the products and application. Consider, for example, lamps, dimmers, power supplies, fixtures and accessories that must be technically compatible.
With products, we try to indicate suitable accessories and combinations as clearly as possible. Are you struggling? Then we'd be happy to take a look with you.
Can I get some advice on what lighting I need?
Zeker. Vertel ons Certainly. Tell us what you are looking for lighting for and what you find important. Our staff are happy to help you think things through regarding, for example, the type of lighting, light colour, light output, dimmability and suitable accessories.
For larger projects, we can also help brainstorm a suitable solution for the entire application.
Do I need an account to place an order?
No, you can also place an order without an account. However, having an account gives you easy access to your orders and makes it simpler to manage matters relating to an order.
Where can I view my orders?
Log in to your account and go to My orders. Here you will find your orders and can check which options are available per order
I cannot find my order in my account. What now?
I've forgotten my password. What should I do?
When logging in, choose Forgotten password and enter your email address. You will then receive an email allowing you to set a new password. Also check your junk mail if you do not receive the message immediately.
Can I change my details in my account?
Yes. In your account, you can view and update your personal details and saved address information.
What can I manage from My Orders?
From My orders you can view your previous orders and, where available, immediately start an action for an order. Think for example of registering a return or reporting an issue with a product.
You will automatically see which options are available with the relevant order.
Want to know everything about LED lighting?
From the right light colour and light output to dimming, installation and choosing the right bulb. In our blogs we share practical explanations, handy tips and our practical knowledge.
For example, discover more about:
Can't find your question?
Can't find the answer or prefer personal advice? Please feel free to contact us. We're happy to help.