Frequently Asked Questions - FAQ
Delivery
How long does the delivery take?
As soon as the order is placed, we start making your lamp. We need 24 hours. The order will then be shipped immediately with DHL. Your order will be with you after 1 to a maximum of 3 days.
Please also ask your neighbor if he was kind enough to take your order for you.
Can I see where my order is at the moment?
As soon as we ship your lamp, you will receive a shipping confirmation email from us. Please check your inbox and also the spam folder. We will share the tracking number with you in this email.
What is my tracking number?
You can find your tracking number in the shipping confirmation email you received from us.
What days will my order be delivered?
Your order will be delivered with DHL from Monday to Saturday.
It's been more than 4 days. Where is my order?
If the DHL messenger cannot find you at home, your package will be forwarded to the nearest DHL branch. You can pick it up from there. You will normally receive a notification slip in your mailbox. If you didn't receive a note, please check the email from us that has the tracking number. You can use this tracking number to check where your package was dropped off on the DHL website.
Can I coordinate the day and time of delivery?
No, unfortunately this is not possible at the moment.
To the product
Are the images printed on the lamps in black and white or in colour?
Your image on the lamp will be printed in black and white. But the lamp glows in 6 different colors.
How can I turn the lamp on and off?
To turn off the lamp, you have to press and hold the button on the base for 2-3 seconds.
Are the lamps powered by batteries or electricity?
The lamp is powered by 2 AA batteries. The batteries are not included.
how big is the lamp
The size of the lamp is approximately 26 x 19 cm depending on the model.
You can find out the exact size on the corresponding product page.
What material is the lamp made of?
The upper part is made of Plexiglas, which is 8 times stronger than normal glass. The lower part, i.e. the base, is made of plastic with a wood look. It is RoHS and CE certified.
Order
Is it possible to see what the product will look like before ordering?
Unfortunately this is not possible at the moment. However, we guarantee that the product will be exactly like the photo you attach to us. Our designer tries to match the photo to the lamp in high quality. We ask that you attach the photo in the highest resolution possible.
If I leave the text field on the page empty, I cannot complete the order. How can I order without text?
You can write “WITHOUT TEXT” in the text field and add the product to your shopping cart. Your lamp will be prepared without text.
I would like to return my order.
Of course you have a right of return. Just send your return to
MK Commerce Ltd
Return + your order number
Höfinger Strasse 8
70499 Stuttgart
Please enclose a note with your 5-digit order number, your name and a brief reason for return so that we can refund your money as quickly as possible. Please note that we do not issue return labels. The reason for this is that we produce each order by hand especially for you and, as a small manufacturer, cannot be compared to large mail order companies.
You can also send us a message via WhatsApp, email or contact form, maybe we can find another one
faster solution for you.
How can I cancel my order?
You can cancel within 12 hours of completing the order. Please send us a message to kontakt@ presentslamp.de with your order number.
claim
I received a defective or wrong item.
We are sincerely sorry. We do our best every day to prepare all orders correctly and to send them safely packaged.
Nevertheless, from time to time it can unfortunately happen that our pack elves forget to enclose an item, mix up orders or the products are damaged in transit.
Please send a photo of the product to our support via email or the contact form, and we will immediately send you the item again.
The lamp flashes in only one color and you can't turn it off at all, only if the battery is removed. What should I do?
In this case, please change both batteries and insert two brand new batteries. This error occurs when the batteries are not brand new or are fully charged.
Miscellaneous
How can I reach you by phone?
Unfortunately, we cannot offer you telephone support at the moment. You can reach us via WhatsApp, email or the contact form.
Messages are answered Monday - Friday from 8:00 a.m. to 4:00 p.m.
We do our best to answer you within a few hours, but this can sometimes take a little longer due to the high volume of orders.
Please do not be angry with us if your answer takes a little longer. We will answer you 100% and always try to find a perfect and quick solution for you, we promise.
Further questions?
If you have any further questions or need help, just write us via WhatsApp 0162 161 7737 or send an email to kontakt@ presentslamp.de so that we can find a quick solution ♡ for you together.