Herstal

Customer Support

Customer support

End user

Please reach out to one of our retailers who will be more than happy to help you with your enquiry. Search here

Retailers

Herstal is a part of Belid Lighting Group and you are more than welcome to contact them for help and support. You will find details on how to contact Belid Lighting Group here.

FAQ

What do I do if I have accidently smashed the glass or broken a part of my lamp?

If the glass or another part of your lamp has broken, please contact your retailer first and foremost, who will then contact us and together we will do our best to help you. In some instances, it is possible that we will have spare and replacement parts, but this is unfortunately not the case for all of our products. It depends on what part of the lamp has broken.

How do I replace cords, cables, parts or components on my lamp?

Replacing the cords or parts on your own is not something that we would advise. If you do attempt this, your guarantee will not be valid. First and foremost, please contact your local retailer or an electrician.

Repairs or component changes:

Should only be carried out by a professional.

Guarantee only applies if the repair has been carried out by a specialist.

Why doesn’t my dimmable lamp work with my dimmer?

Even if you have a dimmable lamp and a dimmer switch, there is no guarantee that these will work well together. Lots of lamps cannot be dimmed with some dimmers and even if it does dim, there may be a limit as to the range in light.

We do not currently have any dimmers in our range that will work with all dimmable LED lights. We recommend that you always do a test to ensure that your lamp works with your dimmer.

There are limits as to how many and what types of lamps can be connected to a dimmer and we, therefore, recommend that you also test these. It may be that you need to adjust the settings on your dimmer to achieve the desired result.

It is possible that you may experience a faint humming sound from the dimmer switch, this is not unusual.

Care advice – how do I clean my lamp?

Please find care instructions listed below for the various materials we use in our range. OBS – It is very important that you switch off the lamp before cleaning it.

Metal - Clean with a damp cloth. Do not use strong cleaning products or abrasive cleaners as these may damage the surface.

Glass - Clean with window cleaning spray and a dry cloth. Can be machine washed.

Coloured glass - Clean with window cleaning spray and a dry cloth. Do not place in the dishwasher.

Textile - Clean gently with a dry cloth in the same colour as the fabric on the lamp. You can also vacuum the material.

Wooden details - Clean with a damp cloth.

LED lights should have a long-life span, but mine has broken really quickly. What has happened?

An LED light should last a number of years, but there are several factors that can affect its lifespan and cause the light to break. Below you will find a list of some of these factors:

- heat can reduce the lights lifespan and it is, therefore, important that the light is well ventilated.

- poor quality of power affects all electronic devices. This can be particularly noticeable if you live in the countryside or near a substation. A thunderstorm nearby can also cause voltage spikes that damage or destroy the light.

- dropping your lamp can cause mechanical damage that is not noticeable to the naked eye and the lamp will stop working after a while.

- that you do not have the correct dimmer compatible with your light.

- If you use a light that is not approved for outdoor use.

- That the lamp has been exposed to extreme cold or heat.

How do I find the article number for my light?

You will find the batch number and article number on the product label on your lamp.

Herstal is a brand within Belid Lighting Group