Customer
Information

Contact

For any questions about our products, existing orders or delivery and returns, please reach us by email at message@theneuter.com

New editions

Our collection has recently expanded to include new editions of notable lighting objects faithfully reproduced under licence by independent European producers and studios. The growing collection includes pieces by Aldo van den Nieuwelaar, Kho Liang and Christophe Gevers produced by the newly reformed Atelier Artiforte in the Netherlands and axis71 in Belgium.

Vintage products

Our vintage lighting collection is comprised of quality used, ex-display or old stock pieces, which are all cleaned and thoroughly checked before being made available for sale. Any faulty or worn-out wiring, plugs or switches on our lamps are replaced. If we have made any alterations, all original parts will be included with your order. Customers should expect some traces of use and wear with our vintage products and we cannot guarantee the lifespan of previously used goods. Any damage, wether significant or otherwise, is detailed in product images and descriptions.

Electrical safety

While we make sure our vintage lamps are in working order they have not been tested or checked for electrical safety. It is advisable to have vintage electrical items checked or installed by a qualified technician.

Light source

Most of our lamps are shipped with a new low energy LED light bulb. However, we tend not to include the light source with lamps that can be fitted with a wide variety of light bulbs, like some suspension lamps. Please check the product descriptions for details.

Gift cards

Gift cards are available in denominations of £50, £75, £100, £200, £300 and £500, and never expire. Gift cards are sent to recipients via email containing a unique code to be redeemed at checkout. Our gift cards are redeemable against all products on our site, and can be used as either a part or full payment for an order. If the total value of an order is less than the value of the gift card, the remaining balance will remain on the card and can be redeemed against subsequent orders.

Delivery and returns

Please refer to our Delivery and Returns page for detailed information on delivery rates and time frames.

Damaged items

If your order has suffered any damage or breakage during transit, please contact us with details of the damage including pictures of the item and packaging.