Effective Date: July 2, 2026
Welcome to BIG Light Luxembourg! We are committed to delivering your orders quickly, safely, and efficiently. This Shipping Policy explains our shipping methods, processing times, delivery areas, fees, and tracking procedures for purchases made on biglightlu.com.
By placing an order on our website, you agree to the terms and timelines outlined below.
1. Order Processing Time
All orders are processed and prepared for shipment within 1 to 3 business days (excluding weekends and official public holidays in Luxembourg).
- Cut-off Time: Orders placed before 12:00 PM (GMT+1) will begin processing the same business day. Orders placed after 12:00 PM or during weekends will begin processing on the following business day.
- Peak Seasons: During high-volume periods, such as major holiday sales, product launches, or promotional events, processing times may be extended up to 5 business days.
- Notification: You will receive a confirmation email once your order is successfully placed, and a secondary email containing tracking details as soon as your package leaves our warehouse.
2. Delivery Areas and Shipping Rates
We proudly offer domestic shipping within Luxembourg and international shipping to select countries worldwide. Shipping fees are calculated at checkout based on the package weight, dimensions, and final destination.
Domestic Shipping (Within Luxembourg)
- Standard Shipping: Delivers within 2 to 4 business days. Free for orders over €50. For orders under €50, a flat fee of €4.99 applies.
- Express Shipping: Delivers within 1 to 2 business days. Available for a flat fee of €9.99.
European Union (EU) Shipping
- Standard EU Shipping: Delivers within 3 to 7 business days. Free for orders over €150. For orders under €150, shipping fees start at €12.99.
- Express EU Shipping: Delivers within 2 to 4 business days via premium couriers. Rates vary by zone and are calculated at checkout.
International Shipping (Outside the EU)
- We ship to select international destinations. Delivery usually takes 7 to 15 business days, depending on the destination country and local customs processing. Shipping fees are calculated at checkout.
3. Customs, Duties, and Taxes
- Within the European Union: Prices listed on our website include Luxembourg VAT where applicable. Orders shipped to destinations within the EU will not be subject to additional customs duties.
- Outside the European Union: All international shipments outside the EU may be subject to local import duties, customs taxes, and brokerage fees levied by the destination country. BIG Light Luxembourg is not responsible for these charges. All compliance costs and customs fees are the sole responsibility of the customer. We recommend contacting your local customs office for exact estimates before placing an order.
4. Shipment Tracking
Transparency is important to us. Every order shipped from our facility includes a trackable shipping service.
Once your order is handed over to our shipping carriers (such as Post Luxembourg, DHL, DPD, or FedEx), you will automatically receive a Shipping Confirmation Email containing your unique tracking number and a link to trace your package. Please allow up to 24 hours for the tracking status to update on the carrier’s portal.
5. Delivery Issues and Restrictions
- P.O. Boxes and Military Addresses: We do not ship to P.O. Boxes, APO, FPO, or DPO addresses due to courier restrictions. A valid physical residential or business address must be provided during checkout.
- Incorrect Address: We are not responsible for lost packages or delivery failures caused by incorrect, incomplete, or insufficient address details provided by the customer. If a package is returned to us due to an incorrect address, the customer must pay the reshipping fees.
- Address Changes: If you realize you made an error in your address, please email us immediately at driftw@biglightlu.com or call +352450483. We can only update delivery details if the package has not yet been processed or shipped.
6. Lost, Damaged, or Missing Packages
We pack all items securely to ensure they arrive in perfect condition. However, if an issue occurs during transit:
- Damaged Packages: If your package arrives visibly damaged, please take clear photos of the outer box and the broken product immediately. Contact our support team within 48 hours of delivery at driftw@biglightlu.com so we can initiate a claim with the courier.
- Lost or Missing Shipments: If your tracking history shows the package was “delivered” but you have not received it, please check with your neighbors, building management, or local delivery office first. If the package remains missing, contact us within 7 days of the stated delivery date. We will open an official investigation with the shipping carrier.
7. Contact Information
For any questions regarding shipping zones, tracking status, or special delivery arrangements, please reach out to our customer care team:
- Company Name: BIG Light Luxembourg
- Website: biglightlu.com
- Warehouse Address: 74 Route de Longwy, L-8080 Bertrange, Luxembourg
- Contact Email: driftw@biglightlu.com
- Telephone Number: +352450483