FAQ
FAQ - Frequently Asked Questions
Where is my order?
As soon as your order has been transfered to the courier service, you will receive an e-mail with the freight tracking number. In addition you have the opportunity of viewing the status of your order in your account under "My Orders". For deliveries with forwarding agency no automatic shipment tracking to check the shipping status is possible, please call us by phone.
How do I return a product?
If you want to return a purchased item, you can simply use our return form. Please do not hesitate to contact us via email or phone. You will receive a return form by email immediately. Please package the product so that they can survive the return without damaging. In the best case, if available, in the undamaged original shipping container.Please insert the return note into the package. Ready packaged, please bring the package to your post office.
I have received a defective item, what can I do now?
Unless you are able to recognize the damage already at the delivery (the box is badly damaged, Sounds of broken glass in the package) we ask you to refuse to accept and contact us. We will send you a replacement. If you recognize the defect later, please fill out this form.
Can I pick up and pay the product locally?
A pick-up is only possible on appointment.
How do I find a spare part?
Under your lamp you will find a label with a typically 5-digit item number. These enter in the search box in the shop, alternatively you can find spare parts under "lights - Spare parts".
Due to the large number of different spare parts, you can not find all the spare parts in the shop, you should not spend a result, so please send us an e-mail with a photo of the lamp.
When is the next stock sale?
During the months of March to December the stock sale is usually on the first Saturday of the month from 10:00 until 14:00 clock, on the Pestalozzistraße 120-122, 40549 Düsseldorf-Heerdt.
Exact dates and further information, see https://www.facebook.com/SompexOutlet
Do you also offer Express?
Many products we can deliver via express, but a telephone consultation is necessary. If you need an item very urgent, please call us.
What can I do if the ordering process stops before completion?
Should occur technical difficults with your order and the order process cancel, we ask you first to check your e-mail mailbox on an acknowledgment of receipt of the order. Should you have the acknowledgment of receipt, we has been received the order despite the technical difficulties and we will contact you to complete the order together. If there is no acknowledgment of receipt, the order has not been received. In this case we ask you to repeat the order and to inform us briefly via e-mail.
I do not have the invoice to my order
Your invoice is sent approximately 1 working day after dispatch of the goods separately to your registered email address and is not included in the package. If you have after receiving the goods still no invoice, we ask you to look in your spam folder.Is it also not to be found there, you can just send a message through this link https://shop.sompex.de/en/contact .
Do I need a separate remote control for each Sompex LED candle?
No. You can use one remote control for outdoor candles (37990) as well as for real wax candles (36090), you can control any number of LED candles with only one romote control. The remote control works with infrared technology such as with a TV. Each candle wich is "sighted", turns on or off if you push the button.
Where can I find the user manual for Sompex LED Candles?
The operating instructions for your Sompex LED candle can be viewed at this link:
https://shop.sompex.de/bedienungsanleitungen
Instructions to the individual remote controls can be found on the respective product page under "Available Downloads"
My Sompex LED candle turns itself off after a short time?
If your Sompex LED candle turns off after a few minutes operation automatically, try the following please. Often this effect is caused when the candle has not been switched to "OFF" when changing the battery. Remove the batteries again, turn the candle to "OFF" and wait a few minutes. Insert the batteries again and taking care that the switch is still set to "OFF". Afterwards the candle should be lit permanently again. Apart from the switch position also batteries with a too low voltage power lead to switch off after a short time. Test with a battery tester, if your battery takes at least 1.5V power, should that not be the case, replace the batteries against brand new batteries.