FAQ
Frequenty asked questions
We have gathered some of our frequently asked questions to make it as easy as possible fou you to find the answer on your request. If you were not able to find the answer you were looking for, do not hestitate to reach out to us.
Visit our contact us page to find out how to get in touch with us.
Shipping
Free shipping above 129 EUR.
We ship orders within Europe*.
Shipping cost
5 EUR
*EUROPEAN COUNTRIES:
Denmark, Austria, Belgium, Bulgaria, Czech Republic, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, Andorra, Liechtenstein, Slovakia, Slovenia, Switzerland
Expected delivery time
Within 7 days
Disclaimer
To the fullest extent possible, UMAGE ApS provides accurate content on this website. Occasionally there may be price changes, sold out goods and unintentional errors on the website. We reserve the right to not be liable for errors or changes incurred in this respect. Unless otherwise stated, no employee, affiliate or representative of UMAGE ApS is liable for damages arising from the use of this website or the products and services sold on this website.
If you live outside Europe we will do our fullest to arrange shipments. For precise freight charges please contact us through info@umage.com.
Customer Service
Find you nearest retailer here.
You can visit the UMAGE showroom and headquarter at:
UMAGE ApS, Havnegade 29, 1058 København K, Denmark
Monday - Thursday: 9 am - 4 pm
Friday: 9 am - 3 pm
You can also visit our showroom and headquarter by appointment: Contact form or +45 31393131
Or book a free interior advice session with us here
Delivery and returns
If you have placed an order that you wish to change or cancel, please contact us immediately at +45 31 39 31 31. If your order has shipped, you will receive a full refund for the value of the merchandise only (including applicable tax); shipping and handling costs will not be refunded.
Returning items and associated costs
If you regret your purchase and want to return your item, please contact customer service info@umage.com within 14 days and they will send you a return label free of charge.
Refunds with cancellation of purchase
When you cancel a purchase, we will refund all of the payments received from you for the purchase, including any delivery costs. However, this does not apply to the following:
If you have purchased several items in an order and only wish to cancel part of your purchase, we will not refund the delivery costs. If you have chosen a form of delivery that is more expensive than the cheapest form of delivery that we offer, you will not have the extra expense refunded.
We will refund the amount without unnecessary delay and under all circumstances by 14 days at the latest from the day we received your cancellation of order notification. However, we may withhold refunds until we have received the return items or until you have submitted documentation proving that the items have been returned.
We will reimburse your money using the same method of payment that you used with the original transaction unless you have expressly consented to another method of reimbursement. Under no circumstances will you have to pay any form of charge as a consequence of reimbursement.
If you purchased an item on the UMAGE website and did not receive your order confirmation, please send an e-mail to info@umage.com
When purchasing an item on the UMAGE website, you will receive an order confirmation and a parcel number. You can track your item's delivery process online with the parcel number.
If you purchased an item on the UMAGE website and did not receive a parcel number, please e-mail info@umage.com
Product information
When visiting a product at the UMAGE website, please scroll down on the individual product page to find the section product information.
The product information includes dimensions, material information, product weight, tests and certifications, assembly guide, and user guide.
The article number consist of four digits. I.e 2010 for Eos Medium White.
On the back of the product packing you will find a bar code in the bottom right corner.
The article number is part of the bar code in the last 5 digits, where the last number is random. I.e 57103020520109
Alternatively, you can find the item number on our homepage by choosing the respective product under "Lighting " or "Furniture". The article number will be located at the bottom of the page as "product number". To avoid misunderstandings, please make sure to choose the correct sizes and colours.
All batch numbers are written on a small sticker. I.e Batch#12-34567
The batch number is located in different places depending on the product you have. Please select the product you wish to find the location of the batch-number for.
Lighting:
Furniture:
For guidelines on how to treat our furniture, please follow the description below.
For a guide specific to your product, please see the available documents below each product
STRAIGHTEN OUT THE FEATHERS
Every Eos lampshade is unique in the way the feathers are displayed and small gaps may occur on the lampshade when you unpack your new product.
To even out the feathers and close the gaps, bend them with your fingers by squeezing and bending the feathers between your thumb and index finger until the gaps are closed and the feathers have the look you want.
CLEANING
Clean you lamp by using a hair dryer on the coolest setting, 25 cm (10”) from the lamp and blow the loose dust from the feathers. Use a damp cloth for dust that is difficult to remove.
For more information, please see a detailed guide on our youtube channel: EOS TREATMENT
Can I change the canopy driver for the Chimes?
Unfortunately, it is not possible to change the canopy driver for the Chimes. If you buy multiple chimes however, it is possible to link them together. More info can be found in the user guide.
What is the angle of light on 1x Chimes?
It has an even beam angle of around 135 degrees.
Is it possible to extend the cord(s) on Chimes/Chimes Cluster?
Since an extension would require that the shell gets dismantled to be able to replace the existing cord with a longer one, the answer is no.
I want to install Chimes/Chimes Cluster without the metal canopy (e.g. on a lighting track). Is this possible?
Overall this is not possible since the LED driver is located inside the canopy must be between the main voltage from the power grid and the product.
Is it possible to shorten the cords on the Chimes?
Unfortunately, if the cords are wanted shorter you will need to contact a local electrician. We recommend that you put the excess cord inside the rosette. As the Chimes uses DC low voltage, there is no fear of overheating.
Can Chimes / Chimes Tall / Chimes Cluster be dimmed?
No.
Is it possible to get a longer cord when I order the Asteria lamp?
Unfortunately, at the moment it is not possible to get the Asteria pendle with a longer cord.
Is Asteria compatible with DALI systems?
Currently the Asteria family are not compatible with DALI
Is it possible to extend or replace the cord on Asteria / Asteria mini / Asteria micro?
Since an extension would require, that the shell gets dismantled to be able to replace the existing cord with a new one, the answer is no.
Is it possible to shorten the cord on Asteria / Asteria mini?
Yes, this is possible, usually it’s enough to just loosen the strain relief located on the metal canopy, and then push the cord up into the canopy to the desired length, then re-tighten the strain relief afterwards. Alternatively, the strain relief can be loosened, and the cord can be uninstalled at the driver output side inside the canopy and shorten by cutting the cord, afterwards install it correctly into the driver again. Remember to also re-tighten the strain relief – please seek professional assistance before doing this, as UMAGE do not take any responsibility for anything that are not displayed/explained in the user guide
How can I dim Asteria / Asteria mini / Asteria Up?
Please see next question regarding our recommended Asteria dimmers.
What is the angle of light on Asteria / Asteria mini / Asteria micro?
They both have an even beam angle of around 160 degrees
If the LED lights is not working properly, is it possible to change the light?
It is not possible to change the LED light in our Asteria lamps. If you experience problems with the light of your Asteria lamp, please go to our Claim formula and write us your issue.
I bought and installed one of the external dimmers from your list of recommended dimmers, but there are still problems with light flickering / not being able to dim properly etc. What is the problem?
First ensure that you are looking at the correct list of recommended dimmers for the product in question. Secondly, many of these external dimmers have different “modes” to switch between, usually by a physical switch located on the dimmer itself – follow the user guide of the dimmer, and ensure all “modes” have been tested.
I want to install Asteria / Asteria mini / Asteria micro without the metal canopy (on a lighting track for example) is this possible?
Overall this is not possible, since the LED driver located inside the canopy must be between the main voltage from the power grid and the product.
Is it possible to change the kelvin on any of the Asteria products?
No.
Denmark
For our Danish customers we recommend the following dimmers:
SG LED lysdæmper LEDDIM 0-200W
Phillips LPS 100 DK (0-10volt control voltage)
LK FUGA® indsats lysdæmper TOUCH IR 350 UNI
LK FUGA® indsats lysdæmper MEK-S 300LR
LK FUGA® indsats lysdæmper MEK-S 300CR
LK FUGA® indsats lysdæmper LED-S 120 VA korresp.
LK FUGA® indsats lysdæmper LED 180 TOUCH IR
LK FUGA® indsats lysdæmper FUGA LED 250 TOUCH IR
Sweden
For our Swedish customers we recommend the following dimmers:
LED-dimmer Cotech
LED-dimmer ABB 6253UJGL-214
LED-dimmer Elko RS 316 GLED
Norway
For our Norwegian customers we recommend the following dimmers:
RS16/316 GLED dimmer PH
Uniled+ 325 trykk/vri
Germany
For our German customers we recommend the following dimmers:
Busch-Jaeger 6523 U-102 - Dimmer flush mounted 2...200VA 6523 U-102
MERTEN MEG5170-0300 - Dimmer flush mounted 40...200VA - MEG5170-0300
MERTEN MEG5134-0000 - Dimmer flush mounted 4...400VA - MEG5134-0000
France
For our French customers we recommend the following dimmers:
Legrand interrupteur variateur 400w niloé blanc avec enjoliveur finition éclat leg96608
Arnould Ecovariateur 400W Espace evolution avec enjoliveur blanc a assembler
The Netherlands
For our Dutch customers we recommend the following dimmers:
Tronix 215-131 LED Dimmer Universal | Trailing Edge | 10W ~ 350W
Busch-Jaeger 6523 U-102 - Dimmer flush mounted 2...200VA 6523 U-102
Switzerland
For our Swiss customers we recommend the following dimmer:
Feller Drehdimmer,R,L,40-600W/VA,Standard,Phasenanschnitt,weiss,Ø43mm,P
Finland
For our Finnish customers we recommend the following dimmers:
Schneider Electric Exxact vriddimmer LED 4-400W vit WDE008337
VALONSÄÄDIN ABB JUSSI LED 2-100VA 6523UJGL-214P
Many of these external dimmers have different “modes” to switch between, usually by a physical switch located on the dimmer itself – follow the user guide of the dimmer, and ensure all “modes” have been tested.
Unfortunately, we do not have a guide to extend the cord on any of the tripod/santé models. If an extension is needed, please find an alternative way.
If you are experiencing any problems with your UMAGE product and want to return it, please fill out our claim formular. It requires the following information:
*Your name
*Your e-mail address
*Your shipping address (in case we need to send spare parts or a replacement product)
*Article number
*Batch number (Batch#xx-xxxxx)
*Pictures of the damage
! - Please note that all information is required to improve the process time of your claim.
Find our bulb recommendations here.
A product information sheet with technical specifications of the separate control gear for the applicable product in question can be downloaded from our Media Kit on our website.
Decorating your home is a very subjective and individual topicthat we can’t guide you in – we recommend that you search online for guides and recommendations on this topic.
The energy label can be viewed and downloaded from our website if the product in question is categorized as a light source, as defined in the Ecodesign regulation “(EU) 2019/2015”. Suppose the product is classified as a “contained product” (has a light source that can be removed for verification by authorities), as defined in the beforementioned regulation. In that case, the product is not in the scope of an energy label. Products that are not light sources or containing products (for example, a cord set) are also not in the area of an energy label.
Bathrooms and other rooms with wet zones require a specific IP rating for electrical products if installed inside these zones. We recommend searching online for guides and illustrations for further details regarding wet zones. Most of our products are classified as IP2X, which means they are not allowed to be installed in wet zones. If a product we sell has a higher IP rating than IP2X, it will be written on our point of sales for the product in question – if no IP rating is written, it means it has IP2X.
Terms and Conditions
All trademarks on this website are registered by UMAGE. All product designs and product names included on this website are protected by copyright and trademark laws. You are not permitted to use any product designs, product names or trademarks represented on this site without the prior written consent of UMAGE. UMAGE reserves all rights. This website and all contents there are protected by copyright laws, trademark laws and other applicable laws. You are not permitted to copy, reproduce, republish, upload, post, transmit or distribute in any way the contents of this website including all text, images and layout without the prior written consent of UMAGE.
Your personal information will not be shared, circulated, nor modified in any other way without your previous consent.
You can correct, or cancel your information at any time by contacting:
UMAGE
Havnegade 29
DK-1058 Copenhagen K
Denmark
Tel. +45 31393131
Email: info@umage.com
We accept payment by PayPal, Visa, Visa Electron, MasterCard, Maestro and MobilePay.
Corporate Social Responsability
At UMAGE we recognize our Corporate Social Responsibility in every aspect of our global operations and we support the United Nations Development Goals.
We use flat packaged design in order to optimize our logistics and therefore minimize our environmental footprint. All of our suppliers have agreed to our Code of Conduct where they commit to the ethical and fair treatment of their worker and to ensure safe and healthy workplaces.
For our products we use recycled materials and repurposing of by-products. The latter is the case of our goose feathers used for our popular Eos feather lamps. All feathers used are a by-product of the food industry. Goose feathers that would otherwise be burned are instead sanitized and repurposed thus diminishing the environmental impact. UMAGE is required by law to document the origin and proper handling of all geese and feather and therefore none of our goose feathers is derived from live or mistreated geese.