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48 Months min. subscription

Frequently Asked Questions

 

General  


What is Live Light? 

Live Light is a high quality furniture rental service.  

We aim to make dream interiors affordable, giving you full flexibility and peace of mind while making a positive contribution to our planet.


What are the benefits of subscribing to 'furniture as a service'? 

By subscribing to 'furniture as a service' you can create your dream interior with the flexibility to fit within your needs and budget. We deliver, assemble and clean up. So sit back, relax and enjoy - we've got it all covered. Need a style refresh? We have you covered here too! It's super easy to swap your items, buy them out, or simply have us pick them up! We want to ensure your house feels like a home, without the commitment of furniture ownership. All of this without harming the planet! 

For professionals, a Live Light subscription helps keep your working capital free for your core business at all times, and makes sure you only pay for what you use. Click here to find out more.


Why Live Light?  

Live Light is the exclusive furniture rental partner of the Ethnicraft brand.  

Ethnicraft is known for timeless designs that fit into any style and which meet the highest quality standards. Our foundation stems from more than 25 years experience in the solid wood furniture design and manufacturing industry. Together we are on a mission to close the loop towards a more sustainable, 'circular economy', business model. This partnership makes it possible as we have full control of the (re)design, production, distribution, repair, remanufacturing and recycling processes. By maximizing the product life span, we can offer great value, while minimizing pressure on our natural resources. With a Live Light subscription you are contributing to this mission!

What do you mean with a circular economy?  

Traditionally, economies have been linear by design: materials are harvested, processed and disposed of when the products are no longer needed. There is no collaboration to maximize the value of products. In a circular economy, the loop is closed. So quality products are sustainability sourced and built to last, continuing to be reused whenever possible, reducing waste and environmental impact.   

Ethnicraft + Live Light + YOU = circular economy magic!    

Does Live Light work with businesses and offices (B2B)?  

Sure!! Live Light is available for both residential and commercial use. We offer flexible and sustainable furniture rental solutions for workspaces, real estate developers, interior designers, landlords, and anyone else looking to furnish their professional space. 
Don't hesitate to reach out to our project team at project@live-light.com to find out more! 

Where does Live Light deliver?  

We're currently servicing Belgium, the Netherlands and Luxembourg. In France the cities Lille, Amien and Reims. In Germany the cities Aachen, Bonn and Düsseldorf. If you're just outside of this area, please contact us at info@live-light.com and we'll see what we can do!   

How does the COVID-19 situation affect my order and delivery?   

We are currently doing deliveries, pickups and swaps as usual. Are delivery team uses extra precautions including face masks and hand sanitizers. We kindly ask that you also wear a mask while our team assembles the product in your house. If anyone in your household shows any signs of illness, please let us know and we will reschedule.   

These measures are subject to change as our team is monitoring the situation day by day.   

Subscription plan  

How does Live Light subscription work? 

Subscribing to Live Light is easy, simply:  

1. Select your items.  

2. Choose your minimum rental period, from 6 to 48 months. The longer the subscription, the lower the monthly fee.   

3. Choose a delivery date and confirm your subscription.  

4. Sit back, relax and enjoy our 'white glove' delivery experience.  

5. Feel at home and enjoy life!  

6. Add, swap or return your furniture whenever you want.

Is there a minimum subscription period?  

A minimum Live Light subscription is 6 months. For professional projects looking for shorter rental periods, contact us at project@live-light.com

Is there a minimum order?  

There is no minimum order. When placing an order, there is always an upfront service fee of 149€, which includes white glove delivery, installation and pickup. The service fee is to be paid when confirming your order.

What happens if I want to extend my subscription period?  

 We believe that being flexible is very important as it allows you to live to the fullest.

Therefore:    

•  You can always end your subscription early. Please see 'Can I end my subscription early?'    

•  You can always extend your subscription period. Please see 'Can I extend my rental period?'

Can I end my subscription early? 

As we want to give you maximum flexibility, you can end your subscription whenever you want. If the actual usage is shorter than the initially chosen minimum subscription period (=early termination), we will make an account statement (which we will always calculate in your favor).  

Imagine you chose a sofa for a minimum of 12 months, but after 7 months you want to end the usage.  

• You will have already paid 7 months x 30€/m = 210 €  

• Account Statement :  

     •  Option 1 : 12 months x 30€/m (=12 months subscription plan price) = 360€ - 210€ (already paid) = 150€ still to be paid.  

     •  Option 2 : 7 months x 43€/m (=6 months subscription plan price) = 301€ - 210€ (already paid) = 91€ still to be paid.  

As option 2  is in your favor, we will choose this option for your account settlement.  

Can I extend my subscription period?   

Yes, you can renew the subscriptions for some, or all, of your items. Monthly prices for the extended period will be the same as previously paid. In case the new subscription period is longer than the original, the lower monthly prices will apply. Simply contact us info@live-light.com to request a subscription extension.

Can I change my furniture when I've reached my minimum subscription period?   

Going for a new look? Great! You can change your items when you've reached your minimum subscription period. Just contact us so we can arrange a 'swap' date. A new contract will be set up for the new items. If you want to make a change earlier in the process, please contact us at info@live-light.com.

Can I buy the furniture I fell in love with, and how much will it cost?   

Yes of course! We make it easy to purchase the items you want to keep. You always have the option to buy any of your items at the current retail price, minus the amount you've paid over the course of your subscription. Write to us at info@live-light.com to find out more.

Can I swap my furniture at the end of my subscription period? 

Going for a new look? Yes, you can swap your items at the end of your subscription. Just contact us so we can arrange a 'swap' date. A new contract will be set up for those new items + you will only pay €99 for the delivery.

Can I add products to my existing subscription plan? 

Yes, of course! If you decide to add products to your subscription, please contact us. You will benefit from a reduced delivery fee of €99.

What should I do to return my furniture? 

Just let us know when you are ready, so we can arrange pick-up. We kindly ask for two weeks notice before your preferred pick-up date. The pick-up cost is included in the service fee.

What happens if I move during my subscription period? 

Moving home? Simply contact us at info@live-light.com  If your new home is within our service area, your furniture can move with you. If your new home is not within our service area, we will unfortunately have to terminate your subscription and organize collection. If you are moving within our service area, we can move your Live Light items for you. Get in touch with us and we will let you know the relocation cost. If you choose to move your Live Light items yourself, you will be held responsible for any damage that may occur during the move.
 

Delivery / Installation & Pick-Up 


How does the COVID-19 situation affect my order and delivery? 

We are currently doing deliveries, pickups and swaps as usual. Our delivery team uses extra precautions including face masks and hand sanitizers. We kindly ask that you also wear a mask while our team assembles the product in your house. If anyone in your household shows any signs of illness, please let us know and we will reschedule.

These measures are subject to change as our team is monitoring the situation day by day.

Where does Live Light deliver? 

We're currently servicing Belgium, the Netherlands and Luxembourg. Also cities like Düsseldorf, Essen, Cologne, Bonn, Aachen, Reims, Lille and Amiens are within our delivery zone. If you're just outside of this service area, please contact us at info@live-light.com and we'll see what we can do! 

What’s included in delivery? 

We want to give you the best possible delivery experience as it is an important part of our service.

At checkout, simply select your ideal delivery date. We’ll reach out to you to confirm your requested date. One day prior to the delivery, our team will give you a 2-hour arrival window. If wanted, the delivery team can contact you for final confirmation of the arrival window. This they will do, while they are on their way to your home.

When the team arrives, they will unload, set up and place your items where you’d like them. Some items will arrive pre-assembled, while some larger items (such as beds, dining tables, etc) will need to be assembled by our team on site. Once everything is unloaded, assembled and placed, we'll ensure everything is cleaned up before we leave.

That's our white glove delivery service! 

Can I choose my delivery time and date?

You can ask for your delivery date at the checkout and we will do our best to accommodate it! At the moment, we cannot guarantee a specific delivery date in advance. We will contact you ASAP to plan a delivery date, the next step will be for us to contact you one day prior to delivery to set a 2-hour timeframe. If wanted, the delivery team can contact you for final confirmation of the arrival window. This they will do, while they are on their way to your home.

How much does delivery cost?

When placing an order, there is always an upfront service fee of 149€, which includes white glove delivery, setup & pick-up. Leave the heavy lifting to our team. They are trained for it and happy to do it for you. Just sit back, relax and enjoy the service!

Note:  If there is no possibility to locate your items through the staircase or building elevator, we will need to use a ladder lift. For all orders the white glove delivery and the cost of the ladder lift will be €248 in total. Please mark in the check-out process whether a ladder lift is needed.

What do I need to do to prepare for my delivery?

We want to be sure that we can be in and out quickly and safely. So please clear the walkway in your home, and ensure there is room for the team to work on the assembly of the furniture.

Do I need to be home for delivery?

Yes, we require that you be home to receive your delivery. This will ensure that you’re happy with the items you selected. The team will ask you to sign a delivery note that includes a list of what was delivered to your home. Don't hesitate to write down your remarks if you have any. If you have any questions about this process, please do not hesitate to contact info@live-light.com 

Can I make changes to my order before delivery?

We accept any order changes up to two business days before to delivery. Simply reply to your confirmation email with the changes you’d like to make. Please note that any changes made to  an order within two business days of your scheduled delivery may come with additional fees.

Can I cancel my order before delivery?

Yes. You have up to 14 days to cancel after order confirmation. Once the delivery has been carried out, free cancellation is not possible anymore.

What happens if I don’t like some (or all) of my furniture when it arrives? Is there a free return policy?

We want you to love your home, so in case the furniture you have ordered does not fit in your interior as expected, you have 3 calendar days from delivery to return them. The service fee is non refundable, but we will not charge for the furniture usage. If there is something you think might work better, we'll be happy to swap that item for you. Please note this is not applicable for professionals.

What should I do to return my furniture?

Just let us know when you are ready, so we can arrange pick-up. We kindly ask for two weeks notice before your preferred pick-up date. The pick-up cost is included in the service fee.

What if I need to reschedule my delivery or pick-up?

Please contact us at least two days in advance if you need to reschedule your delivery or pick up. Rescheduling within two business days of your scheduled delivery might incur additional fees.

How quickly do I receive my furniture?

We try to work as fast as possible. Delivery typically takes about 7 business days, and we deliver Tuesday through Saturday. Of course, we’re flexible so we’ll make sure to schedule a delivery that’s convenient for you.

Does Live Light pick-up my old furniture?

No, unfortunately we cannot pick up your old furniture since we cannot refurbish it in our circular process. We recommend contacting a local salvage company to avoid filling up landfills.

What if an item doesn't fit through the door?

Dimensions of all of our products can be found on each product page on our website. While our delivery team are pros at getting large items through tight spaces, we highly recommend that you measure your home in relation to the  items in your order. If we cannot fit an item  into your home, your service fee will be lost. Please help us to avoid this!

Should I reserve my service elevator?

Yes, if your building has a service elevator, we kindly ask you to reserve it for the delivery date and arrival window we confirm to you...

If you have any questions about this process, please do not hesitate to contact info@live-light.com 

Furniture 


Where is Live Light furniture from? 

Live Light is the exclusive furniture subscription partner of the Ethnicraft brand. More information can be found on the Ethnicraft website.

Why do you work with Ethnicraft furniture?

We collaborate with Ethnicraft because its products are :

    • genuinely timeless designs

    • fitting into any style

    • high in quality

These characteristics are necessary pieces in the circular economy puzzle to achieve maximum product lifespan.

Is my furniture always new?

No. Some of your furniture might be new, while other items will have been used before. But we wonder if you will notice the difference as every Live Light product will be fully refurbished before it leaves our warehouse. Wooden products are particularly suited for refurbishment. Our sofas and textiles will be professionally cleaned using eco-friendly anti-microbial treatments. We take the utmost care to ensure that you receive your items sparkling clean, fresh and as good as new.

What happens if I accidentally break or stain an item?

We ask that you care for your Live Light items like you would if it were your own. Here's a link to our care guide. A little wear and tear is expected as part of daily life, but deep stains, chipped wood, ripped upholstery or any other noticeable damage (breaks, cracks, spills, etc.) may need to be repaired or might require product replacement. Repair fees are determined on a case-by-case basis. Replacement fees are equivalent to the retail price minus what you've already paid in your monthly usage fees. As a general rule: spilling a few drops of coffee on your sofa counts as a daily life mishap. Taking a sledgehammer to your bed, does not ...

Is the furniture also for outdoor use?

Most items are for indoor use only. If the item is suited for outdoor use it will be mentioned in the product details.

Is the furniture kid and pet friendly?

We want everyone to enjoy your home, including your two or four legged family and friends. Removing pet fur and animal hair is no problem for us. Our refurbishing pros can almost always restore items back to their original glory, so you don’t need to worry about little scratches here and there. Larger upholstery damage or extensive chew marks, for example, may incur a repair or replacement fee. We evaluate these instances on a case-by-case basis.

Payment/Billing 


Do I need to sign a contract? 

During the order process, you will have to accept our Terms & Conditions in order to confirm your order. Please make sure you read them carefully. You can also find them here. Once you've placed your order you will receive an order confirmation with a copy of these Terms & Conditions.

When will my card be charged each month? 

If you place an order, we will collect the service fee of €199, plus your first month of usage, within the order confirmation process. Your monthly subscription payments will start one month after the day of the delivery. Your credit card will be charged on that same day of the month, each month, going forward.


Is there a deposit to be paid? 

No, there is no deposit required.

Where can I update my billing information? 

You can change your payment information on your member account page, or contact us via info@live-light.com and we can help you with that. We’ll reach out to you regarding any failed payments. 

Do product prices include taxes? 

Yes, all products include VAT. 

What types of payment does Live Light accept?

Live Light accepts all standard credit cards. But to make it even easier for you, we can also set up a direct debit, so that your current account will be charged automatically every month.