Help & contact
Une question, un problème ? Nous le traitons ici.
Suivi de commande, colis abîmé, produit défectueux, retour, facture, conseil : ce formulaire traite un maximum de situations directement en ligne, sans attente. Si un conseiller doit intervenir, il reçoit votre dossier complet et vous n'avez rien à réexpliquer.
48hExpress delivery
Up to 6 yearsDepending on the range
From €49.99Free shipping to a pickup point
4,4/5Last 2,000 reviews
RETURN AND WARRANTY CONDITIONS (T&Cs OF SALE):
- If the products you receive are faulty, damaged in transit, or if the mistake is ours, the return and reshipment are entirely at our expense. You pay nothing upfront.
- In the event of withdrawal (within 14 days of receipt, product complete and in resaleable condition), return costs are borne by the customer, unless a goodwill gesture is offered.
- When the warranty applies (outside the withdrawal period), Silumen carries out the exchange after collecting the faulty product: repair or replacement and reshipment are at Silumen's expense.
Frequently asked questions
Where is my invoice?
It is sent automatically by email as soon as your parcel ships, and can be downloaded at any time from your customer account, in the order details. For orders placed on a marketplace, the invoice is provided by the marketplace itself.
My tracking hasn't moved for 2 days, is that normal?
The first scan means the label has been created, not always that the parcel is physically with the carrier: there can be 24 to 48 hours between the two. If there is no movement after 48 hours, use the form: we will open the claim; it's our job, not yours.
How long do I have to return a product?
14 days after receipt for withdrawal, with the product complete and in resaleable condition. Before returning, check the exchange screen: for an issue with size, power or light colour temperature, an equivalent often exists and the exchange is free of charge.
How long is the warranty?
From 2 to 6 years depending on the product; the exact period is shown on each product page. The form automatically calculates your warranty status from your purchase date.
I'm interested in a product but it's out of stock
Choose “Availability, out of stock” in the form, or the “Notify me when available” button on the product page: you will be alerted by email as soon as it is back in stock.
Can I contact you another way?
This form is the fastest route: it sends your order, warranty and attachments in one go, whereas an email or call means we have to ask you for them again. Use it even if your request is not in the list: choose “Other request” and describe it in your own words.
How can I track the progress of my request?
Each request creates a case with a number and a tracking link sent by email: you can see its status at every stage, without having to chase us.
How can I reach you by phone?
Our customer service team answers on 01 82 88 32 75, Monday to Friday, de 8h30 à 12h30 et de 14h00 à 17h00.
For an order-related request, the form above is still faster: it sends your order, warranty and attachments in one go, whereas a call means we have to ask you for them again. If we cannot take your call, leave your request here: it will be handled in order of arrival, without you having to call back.
For an order-related request, the form above is still faster: it sends your order, warranty and attachments in one go, whereas a call means we have to ask you for them again. If we cannot take your call, leave your request here: it will be handled in order of arrival, without you having to call back.