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CONTACT

LUSSOMMO IS HAPPY TO HELP

CONTACT US

Our Customer Care team is available to assist you from Monday to Friday, 09:00 – 17:00. Please reach out to us through our contact form.

We strive to respond to all inquiries within 24 to 72 hours via email.

Thank you for your patience.

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Contact information:

Lussommo®
support@lussommo.com
WhatsApp: +31 623791331
Berkenlaan 11
8302AJ Emmeloord

Registered with the Chamber of Commerce under:
number: 80646042.
VAT number: NL003470662B55

Top Contact Queries

  1. Fill a Suitable Container: Pour pearls into a container with a minimum width and height of 10 cm. Ensure it remains cool while burning Pearled Candle.

  2. Insert the Wick: Position the wick 5mm above the pearls. For larger containers, embrace elegance with multiple wicks, ensuring a 5cm space between them.

  3. Illuminate & Enjoy: Light your crafted candle, share it on social media using #Lussommo, tag @lussommo, and your creation might be featured.

  4. Refresh Your Candle: After use, let the wax solidify, remove the wick, shake to level the pearls, insert a new wick, and your Pearled Candle is good as new.

Volume:

Pearled Candle offers various volume options to suit your needs. Our classic bag contains approximately 750g, equivalent to 1250ml. Opt for our large bag, boasting 1.5kg, approximately 2500ml, or indulge in our grand pail, holding 4kg, around 6000ml. Easily gauge the required amount by filling your holder with water to match.

Burn Time:

Enjoy long-lasting illumination with Pearled Candle. The classic bag provides up to 180 hours of burn time, while the large bag extends to 360 hours. For ultimate indulgence, our grand pail offers a staggering 960 hours. Keep in mind that actual burn time may vary based on usage.

Suitable Containers:

For optimal safety and performance, select a container approximately 10cm in height and width. Avoid direct contact between the melting pool and container edges. Consider fire-safe options such as glass or stone. If opting for non-fire-safe materials like wood, ensure there's a 5cm space around the wick, and the container remains cool during use.

Wicks:

Each Pearled Candle package includes a generous supply of wicks tailored to your chosen volume. The classic bag includes 30 wicks, the large bag includes 60, and the grand pail comes with 150. Each wick offers approximately 12 hours of burning. Easily trim the wick for shorter burn times. In the rare event that you require additional wicks, simply request them free of charge through the contact form above.

At Lussommo, we understand the anticipation of awaiting your purchase. Here's how you can effortlessly track the status of your order:

  1. Order Confirmation Email: Upon placing your order, you'll receive a confirmation email detailing your purchase. This serves as your initial acknowledgment of the transaction.

  2. Shipping Notification: Once your package is on its way, we'll send you a shipping notification containing a tracking number. Keep an eye on your inbox for this update.

  3. Track and Trace: Utilize the provided tracking number to monitor the whereabouts of your package in real-time. Simply enter the tracking number on the carrier's website to access the latest information.

  4. Account Dashboard: For added convenience, consider creating an account using the email address associated with your order. By logging into your account, you can easily view the status of your order, track shipments, and access past purchase history.

Rest assured, we're committed to keeping you informed every step of the way. If you encounter any difficulties or have further inquiries regarding your order status, feel free to reach out to our customer support team.

 
 
 
 

At Lussommo, we strive to provide exceptional products and service. However, we understand that there may be instances where you are dissatisfied or encounter issues with your purchase. Rest assured, we're here to assist you every step of the way. Here's how you can initiate a complaint and what you can expect from our complaints handling process, in compliance with WebwinkelKeur guidelines:

  1. Initiating a Complaint: Should you encounter any issues or have concerns regarding your purchase, we encourage you to reach out to us promptly. You can submit your complaint using the form above or via email to support@lussommo.com, ensuring to include relevant details such as your order number, description of the issue, and any supporting documentation.

  2. Complaint Handling: Upon receiving your complaint, our dedicated customer support team will promptly acknowledge its receipt. We're committed to resolving issues efficiently and fairly. Your complaint will be thoroughly investigated, and we'll strive to reach a satisfactory resolution in a timely manner.

  3. Contact Information: For your convenience, here are the contact details you can use to submit your complaint:

  4. WebwinkelKeur Mediation: In the unlikely event that we're unable to resolve your complaint to your satisfaction, you have the option to escalate the matter to WebwinkelKeur for mediation. You can submit your dispute for mediation via the following link: https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil. WebwinkelKeur will act as an impartial mediator to facilitate a resolution between us.

  5. Online Dispute Resolution (ODR): As an alternative dispute resolution platform, consumers in the EU also have the option to submit complaints via the Online Dispute Resolution (ODR) platform provided by the European Commission. You can access the ODR platform via the following link: http://ec.europa.eu/odr. If your complaint is not already under consideration elsewhere, you are free to submit it through the European Union's platform.

Your satisfaction is our priority, and we're committed to addressing any concerns you may have. We value your feedback and continuously strive to improve our products and services based on your input. Should you have any further questions or require assistance, please don't hesitate to contact our customer support team.

We appreciate your trust in Lussommo and thank you for choosing us for your pearled candle needs.

Return Information:

We want you to love your Lussommo products, and your satisfaction is our priority. If for any reason you're not entirely satisfied with your purchase, we offer a refund or exchange for UNOPENED AND UNUSED, full-priced items within 30 days of the purchase date. Follow Returns for instructions on initiating a return.

Key Points:

  • Unopened and unused products are required for a successful return.
  • For damaged items, please contact us immediately at support@lussommo.com or by using the form on the contact page, and include your order number and a photo of the damage.
  • Please note that refunds will be processed within 14 days of receiving your returned item. Actual time may vary depending on your financial institution.

For further assistance, our customer service team is available Monday through Friday from 09:00 to 17:00.