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FAQS & HELP

Here you can quickly find answers to frequently asked questions about products and placing orders in ORION lights store.

FAQ & HELP


Do you have questions about a certain light or your order? Our customer service is available weekdays by email and phone (all times CET/CEST). For questions referring to orders, please include your order number.
You can reach us from MO - TH 9 AM - 5 PM, FR 9 AM-12 PM.

E-Mail: service@orion.co.at
Phone: +43 1 616 8091


Visit us in our ORION showrooms throughout Austria and in Prague (CZ). Opening hours, addresses and contact information can be found here.

How can I search for specific lights in the online store?

The menu item "Products" lets you easily find specific lights using the according filters: outdoor- indoor lights or selecting by rooms, styles or individual items such as illuminants or spare parts.

Why can't I buy my favorite light right away?

In addition to immediately available and purchasable products, ORION also offers special items and customized products. These cannot be added directly to your shopping cart, but you can always send a product request and we will be happy to process it immediately.
Please note that after placing an order for a customized product, this order is binding and cancellation rights are waived.

How can I order a customized product?

ORION Vienna Light Manufactory's is specialized in fulfilling individual customer requests. Special, customized designs cannot be purchased directly in the ORION light online store, but can be ordered on request. Simply use the button "Inquiry about product" next to your favorite article. Or contact our Customer Service directly, by phone +43 (1) 6166830 or mail service@orion.co.at. We are always happy to advise you personally by phone or in one of our showrooms.

Where can I find my chosen product's exact dimensions?

Size really matters - so you can find each product's exact dimensions on the product detail page in the "Description" section.

Where can I check when an item is available for delivery?

On the product detail page, product availability as well as approximate delivery time are indicated.


How can I place an order?

Adding items to your shopping cart

Add selected products to your personal shopping cart by clicking on the shopping cart button. You can change your selection any time before finalizing your order by clicking on the menu item in your shopping cart that gives an overview of the so far selected products. To complete your purchase, simply click on the "Proceed to checkout" button.

Login

If you already created a customer account, you will be asked to log in. All you need to do is enter your e-mail address and password. With the button "Login" you will be directed to the next step.
The "Login" section also offers options for creating a new customer account or simply ordering as guest.

Billing and delivery address

Enter your desired billing and shipping address. Billing and shipping address may differ.

Payment Method

The ORION light online store accepts all of the most common payment methods. Simply select your desired payment method. Vouchers can also be encashed here.

Order overview

Order overview gives you the option of checking all your order details once again. By clicking on the button "Yes, order with obligation to pay" your order will be sent. Depending on which payment method you have selected, you will then be redirected to the corresponding payment service provider. If your order is successful, you will receive a confirmation by e-mail to the e-mail address you provided.

How do I find a specific item?

You can easily find a specific item by using our search function in the menu. By clicking on the magnifying glass icon a search field opens letting you enter type of light, light name, article number or any specific term.

Is there a minimum order value?

No, there is no minimum order value.

How can I revoke my order?

Depending on status of your order, it can be revoked if necessary.
Our Customer Service will assist you. Please inform us of your annullment request by e-mail service@orion.co.at or phone +43 1 616 8091, stating your order number.

I would like to exercise my cancellation right. How do I proceed?

Please fill out our sample cancellation form, stating the reason for return and order number, and send it to us.

Can I merge orders later?

Every order is processed immediately. Unfortunately, it is not possible to merge orders at a later date.

Where is my order?

You can track your order package any time with either shipment number or track ID. This information is included in the shipping confirmation email you will automatically receive. Click on the tracking link or enter tracking number here (link GLS page) to get the current delivery status. If you have created a customer account, you can view the delivery status of your order there any time.

Important information about your ORION customer account at a glance

Account overview:

  • Personal profile: email and password.
  • Addresses: Billing and shipping address
  • Payment methods: the payment method you entered
  • Orders: a history of your orders
  • Order status and tracking information
  • Newsletter settings

Would you like to stay informed about ORION lights? Subscribe to our newsletter here!

You can subscribe to our newsletter here. ORION's newsletter will keep you informed about new lights, illuminating trends and special events. Should you change your mind about receiving our ORION newsletter then each newsletter mailing contains an unsubscribe link at the bottom of the email. By clicking on the unsubscribe link, you will be taken off our mailing list.

Change of e-mail address

You can change your e-mail address any time in the menu under "My account" - "Personal profile".

Change password

If you have forgotten the password for your ORION customer account, you can request a new one. To do this, please go to the login page and click on "Forgot password".


Where do I find shipping costs ?

Shipping costs vary according to destination and are automatically displayed after entering the exact shipping address at checkout. Please find the the shipping cost table here.

Which shipping costs?

Shipping costs vary strongly according to volume, weight and (country) delivery address and are automatically displayed at checkout. Please find the the shipping cost table here.

How long does delivery take?

Delivery time depends on both destination as well as product availability. General information regarding a product's estimated delivery date is displayed on the product detail page.

International standard delivery times from shipping service provider GLS in shipping days from Austria can be found at [https://gls-group.eu/AT/de/regellaufzeiten](https://gls-group.eu/AT/en/standard-delivery-timee).

Which handler does ORION use to ship lights?

We offer you an uncomplicated online shopping experience. Your order will be securely packed by our shipping center and delivered to your desired address via shipping handler GLS and DHL. Larger items will be shipped by freight forwarder, but you will receive detailed information regarding this.

Do billing and shipping address need to be identical?

Your billing and shipping address may differ and do not have to be identical.

Can I have my order delivered abroad?

Yes, you can have your order delivered to any other EU country. All you have to do is enter the respective address under "Delivery address" in the order process.

Shipping and order processing between Christmas and New Year will mostly likely be delayed due to the holidays.


Which payment methods are available?

Credit card

We accept VISA, MASTERCARD or AMERICAN EXPRESS credit cards. After submitting your order, you will be automatically forwarded to the payment page. You will be charged when you complete your order.

Apple Pay

To use Apple Pay, you need an iPhone, iPad, Apple Watch or MAC and the latest version of iOS, watchOS or macOS. The card numbers stored in the Wallet app are not sent to the merchant and are not stored on Apple servers. Furthermore, no data relating to the transaction that can be traced back to the person is stored. Every payment transaction is confirmed by Face ID or Touch ID, making payment even more secure. You can find more information here.

Klarna

If you want to pay with Klarna, you can do so quickly and easily using your online banking details. It is not necessary to register with Klarna.

We offer the following Klarna payment methods:

  • Klarna purchase on account:
    Klarna grants you a payment term of 30 days. Please note that with the payment method purchase on account (Klarna) the amount due must be paid directly to our partner Klarna. The invoice will be sent to you directly by Klarna by e-mail shortly after receipt of the shipping confirmation. You will find all necessary payment details (IBAN, BIC, reason for payment, etc.) on the Klarna invoice. Klarna is always available to answer any questions you may have about your invoice or the payment process. You can reach customer service via the contact form for Austria or by telephone on +43 (0) 720 88 3811 (local rate).
  • Klarna installment payment:
    With Klarna installment payment, you choose your monthly installments flexibly and pay them back over the selected period. Klarna will send you a monthly invoice with a list of all installments to be paid.
  • Klarna Pay Now:
    For instant transfers with Klarna, you need to enter your online banking details to log in to the relevant bank account. Once the payment has been confirmed, it is authorized in real time. Buyers are then redirected back to the online store.
  • Klarna instant bank transfer:
    With Klarna Sofort Überweisung, online banking details must be entered in order to log in to the relevant bank account. Once the payment has been confirmed, it is authorized in real time. Buyers are then redirected back to the online store.

Giropay
Giropay is similar to an (instant) bank transfer and is one of the most popular payment methods in Germany. With Giropay, you are redirected to a page where you log in with your online banking access data. There you authorize the transfer and the payment is made. You will then be redirected back to the webshop.

PayPal
A customer account is required for payment via PayPal, where your account or credit card details are stored. After submitting your order, you will be forwarded directly to the PayPal page and can pay with just a few clicks.

EPS bank transfer
The eps bank transfer payment method is a direct transfer procedure. This means: After placing an order, you can select your bank and will be redirected to your online banking. There you can transfer the amount.

SEPA direct debit
With a SEPA direct debit, you give us or our payment provider permission to debit the amount from your account once. In contrast to a bank transfer, where you transfer the money to our account, it is debited here.

How can I order an Orion Lights gift certificate?

Gift certificates can currently only be purchased in our showrooms.

I have received an Orion Lights gift certificate. How can I encash it?

Currently, gift certificates can only be cashed in our showrooms.

How do I encash an online gift code?

To encash an online gift code in our online store, enter the voucher number in the "Voucher code" field. Then the voucher sum will automatically be deducted from the total amount due. Please note that encashing a voucher after completing an order is no longer possible.
To encash it in one of ORION's showrooms, simply present the voucher at checkout during the checkout process.


Which terms and conditions apply for returns?

You can return all non-customized products you received from us without giving any reason within 14 days by sending them back. The period begins after complete receipt of all goods from one order.
To meet the deadline, it is sufficient to send the goods back in time. Shipment items will be picked up by a forwarding company we commission after prior appointment with you.
This requires prior contact with our Customer Service.

Who covers the costs for a return?

ORION covers the costs for all return shipments for customers from Austria and Germany both for parcel shipments and for carrier return shipments. For parcel returns or in order to arrange a carrier return, please contact our customer service at service@orion.co.at

Please find an overview of the current return shipping costs here.

Customers from other EU countries are kindly requested to contact our customer service by e-mail at service@orion.co.at, stating the order number. You will find it in your order confirmation email. 

How are discounts/vouchers accounted for in the event of a return?

When returning discounted items, the item discount will be deducted and you will only be refunded the money you paid for the returned item(s).

How and when will I get my money refunded?

Refunds are made after ORION has received and inspected the returns at our central warehouse always using the method originally selected for payment.

Can I exchange items?

Unfortunately, exchanges in the online store are not possible. You can return an item to then place a new order in the online store for another product you would like instead.

I received the wrong items. What do I do now?

Unfortunately, mistakes are only human. Please please contact our customer service at service@orion.co.at. 

How long is warranty?

For all products you purchase from ORION, the EU statutory warranty provision of 2 years applies.

Can't you find the answer to your question?

Then please contact our customer service or take a look at our blog where you can find more information.

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