Last Updated: August 28, 2026
1. General Overview
This Shipping Policy is formulated and published by Eclairage Rolf SCHMITT S.à.r.l, the Luxembourg-based premium home lighting brand that operates our official e-commerce platform at www.eclairagers.com. It applies to all orders of our full product ranges including aromatherapy lamps, candle warmer lamps, scenario mood lights, and complementary cozy home decor pieces purchased through our official website. This policy is designed in full alignment with Luxembourg local commercial regulations, EU cross-border e-commerce delivery guidelines, and international standard logistics security requirements, to deliver transparent, reliable, and traceable shipping services to every home lover in our customer community.
By completing a checkout process and confirming your order on our store, you acknowledge that you have fully read, understood, and accepted all terms and conditions outlined in this Shipping Policy. All shipping arrangements for your orders will be executed strictly following the rules defined in this document. Our team has partnered with vetted, trusted logistics service providers across Europe and global regions to ensure every premium handcrafted aroma lamp, dimmable candle warmer, and mood scenario light you order arrives at your doorstep in intact, perfect condition.
2. Order Processing Time
All confirmed paid orders placed on www.eclairagers.com will enter our standardized order processing workflow immediately after payment verification, with different processing timelines based on order category:
- For all in-stock standard products, which make up over 95% of our listed aroma lamp and scenario light inventory, our dedicated warehouse team based at Zone Artisanale Gehaansraich, L-6187 Gonderange, Luxembourg will complete order verification, product quality re-inspection, secure protective packaging, and handover to the designated logistics courier within 1 to 2 business days after payment confirmation. Orders confirmed before 14:00 CET on working days will be prioritized for same-day processing where possible.
- For limited custom engraved, made-to-order products or exclusive new pre-launch scenario light collections that are explicitly marked on their product pages, the total processing time may extend to 3 to 5 business days, as our craftsmen complete the custom design work and conduct additional safety checks for the customized electrical lighting units.
- Order processing is suspended during official Luxembourg public holidays and weekends. Any order confirmed after 14:00 CET on the last working day before a public holiday will be processed on the first business day after the holiday concludes. You will receive an automated order confirmation email right after you complete payment, and a separate shipment notification email with your unique tracking number as soon as your package is handed over to the courier.
3. Shipping Zones, Delivery Timelines and Corresponding Rates
We currently offer covered shipping services to all locations within the European Economic Area (EEA), and select non-EEA international regions including the United Kingdom, Switzerland, and parts of North America. The detailed delivery windows and shipping fees are listed below:
- Luxury Domestic Shipping (Luxembourg Local Addresses)
Standard free delivery is automatically applied for all orders over 40€, with a 2 to 3 business day estimated delivery timeline after order processing is completed. For domestic orders under 40€, a flat 3.90€ shipping fee will be charged at checkout. If you select our express domestic delivery service for an extra 6.90€, your package will be delivered to your designated Luxembourg address within the same working day for orders processed before 12:00 CET, or before 10:00 AM on the next business day. - EU Intra-Community Shipping (All EEA Member State Addresses)
For all orders over 70€, standard tracked shipping is offered completely free of charge. The estimated transit time after order handover to the courier is 3 to 7 business days, depending on the distance from our Luxembourg warehouse. For orders under 70€, a flat 6.90€ shipping fee applies at checkout. We also provide expedited EU shipping service for customers who want to receive their aroma lamp orders faster, with a 12.90€ flat rate that cuts total delivery timeline down to 2 to 4 business days. - Non-EEA International Shipping (UK, Switzerland, Selected North American Regions)
Standard international tracked shipping is offered at a 14.90€ flat rate, with estimated delivery time ranging from 7 to 14 business days after processing is completed. Customers selecting this shipping method will receive real-time updates via the shared tracking link for every stage of the international transit process. For customers who prefer faster international delivery, our premium courier service via DHL is available at 24.90€, with total delivery window reduced to 4 to 7 business days. Please note that for non-EEA delivery destinations, you may be required to pay local import duties, value-added taxes, or customs clearance fees according to your local government regulations. These extra charges are the sole responsibility of the recipient, and our team will clearly note the exact product value on all customs declaration forms to avoid unnecessary clearance delays.
4. Order Tracking and Delivery Status Updates
As soon as your order is dispatched from our Luxembourg warehouse, we will send a full shipment notification to your registered contact email address, which includes your unique logistics tracking number, the official courier service provider name, and a direct clickable link that leads you to the real-time tracking page on the courier’s official website. You can also check the latest shipping status of your order at any time by logging into your personal account on www.eclairagers.com, navigating to the “My Orders” section, and selecting the corresponding order entry to view the full transit timeline.
If your tracking status shows that the package has been marked as “delivered” but you have not received your parcel, please contact our customer support team within 7 calendar days to report the issue, via our official contact email lodent@eclairagers.com or telephone line +(352) 621 192 678. Our team will launch an official investigation with the logistics provider immediately, and follow up with you within 2 business days to provide resolution arrangements. We will not take responsibility for missing delivery reports submitted more than 14 calendar days after the marked delivery date.
5. Shipping Exceptions and Special Notes
We take full responsibility for all shipping risks before your order is confirmed as successfully delivered to you. If your package arrives at your location with obvious signs of external damage, or the sealed product packaging inside is broken, please take clear photos of the outer parcel and the damaged items immediately, and contact our support team within 48 hours of delivery. Our team will arrange either a free new replacement shipment or full store credit for the damaged products after verifying the submitted evidence, no extra shipping fees will be charged to you.
In the rare event of unexpected delays caused by uncontrollable force majeure factors including extreme weather conditions, official customs inspection delays, large-scale local transportation disruptions or public health emergencies, our support team will send you proactive notification emails to inform you of the updated estimated delivery timeline, and arrange reasonable compensation such as exclusive store discount coupons for affected orders where the delay extends over 15 business days.
6. Contact Information for Shipping Inquiries
If you have any questions about shipping rates, delivery timelines, tracking status updates, or special delivery requirements for your order, you may reach out to our dedicated logistics support team through the following official channels at any time:
- Email: lodent@eclairagers.com
- Telephone: +(352) 621 192 678
- Postal Address: Eclairage Rolf SCHMITT S.à.r.l., Zone Artisanale Gehaansraich, L-6187 Gonderange, Luxembourg