{"id":26535,"date":"2025-09-23T12:27:22","date_gmt":"2025-09-23T10:27:22","guid":{"rendered":"https:\/\/hetzner.actilum.com\/faq\/"},"modified":"2026-04-09T09:39:38","modified_gmt":"2026-04-09T07:39:38","slug":"faq","status":"publish","type":"page","link":"https:\/\/hetzner.actilum.com\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"\t\t
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FAQ - Frequently Asked Questions<\/h1>\t\t\t\t<\/div>\n\t\t
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Ordering and shipping<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\tWhat are the delivery times?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

General delivery times are 5 to 7 working days plus transportation (depending on the carrier), which may vary depending on the quantity.<\/p>\n

Exceptionally, in the case of urgent services, deliveries are offered in 24\/48 hours with an approximate surcharge of 30%, or in 72\/96 hours with an approximate surcharge of 15%.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tWhat transportation companies we work with<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

The transport is done by UPS, Nacex and Mail Boxes Etc depending on the characteristics of the order. The conditions and demands will be determined by the requirements of each of the companies. <\/p>\n

Any order exceeding these conditions, or the use of another carrier will be the responsibility of the customer.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tStorage and handling of large packages<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Exceptionally we can store the orders in our facilities without extra cost, although it depends on the logistic capacity we have at that moment. For this reason we recommend to check availability. <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tOrder tracking<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

A tracking code is provided at the checkout of each order in order to locate the package. If you do not have it, please contact our sales team. <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tI need all the orders I have placed this month<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

We can send you your latest orders by email, although this procedure may be delayed.<\/p>\n

Contact our administration department by following the contact form.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Invoices and payments<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\tMethods of payment<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Payments within the European Union will be made by bank transfer, promissory note or direct debit.<\/p>\n

Payments outside the European Union will be made in advance by bank transfer.<\/p>\n

In the case of new customers, the first order will be paid in advance.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tI have not received the invoice<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Contact our administration department by following the contact form.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Products<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\tDo we make custom products?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

From our standard products, we can create a customized solution for your project. We offer our R&D team for fully customized developments. <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tIn-person consulting<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Our sales team works directly with our customers.<\/p>\n

We travel, carry out studies on drawings and make use of our R&D department to find the specific solution to the specific needs of each project.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tWhat color temperatures do we offer?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Our products offer a wide variety of color temperatures ranging from 2,700K to 6,500K.<\/p>\n

To see the specific characteristics of each product, you can consult the Products section of the web menu.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tCertifications<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Our products comply with the most relevant international certifications. You will find the certifications that each product has in each of its datasheets (you can access them in the Products menu of the website). <\/p>\n

In case you need a specific certification, we offer the possibility to obtain it. Contact us to know the procedure to follow. <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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Lighting services<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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\n\t\t\t\t\t\t\t\t\t\t\t\tWhat differentiates Actilum's services from other companies in the industry?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

At Actilum we do not offer standard products, but fully customized lighting solutions. We add value at every stage of the project: from initial consulting and technical design, to manufacturing, integration and after-sales support. We work with our own technology, top quality materials and first line LED components such as Nichia. Our specialty is lighting homogeneity, energy efficiency and adaptability to complex architectural and functional environments. <\/span><\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tDo you work with architecture, interior design or engineering firms?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Yes, we collaborate directly and fluently with architecture studios, interior designers, industrial design studios and engineering firms. We adapt our lighting solutions to their projects, respecting creative concepts, technical needs, work schedules and budgets. Our technical team is integrated as a partner specialized in high level LED lighting. <\/span><\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tCan you develop unique luminaires or lighting systems?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Yes, our team designs and manufactures unique luminaires, adapted to the physical environment and the visual identity of the project. We can work on plans, renderings, technical specifications or even conceptual ideas. This allows us to offer lighting systems that do not exist in the catalog, created exclusively for each client or brand. <\/span><\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tWhat type of LED technology do you use?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

We work with top quality LED components, such as Nichia (world leader in reliability, efficiency and color rendering), PMMA optics, professional dimmable drivers (DALI, 1-10V, DMX) and materials designed to ensure longevity, thermal stability and light consistency. In addition, we offer integration with sensors, remote control and IoT systems. <\/span><\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tDo you offer technical support after delivery?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Yes, our service does not end with the delivery of the product. We offer technical assistance during installation, on-site adjustments, control system configuration and after-sales support in case of any incident. We accompany our customers to ensure the performance and durability of each lighting system installed. <\/span><\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tCan they guarantee homogeneous illumination on large or complex surfaces?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t

Yes, in fact, light homogeneity is one of our main differentiators. Through technical studies, precise component selection, high quality optical diffusion and advanced electronic dimming, we achieve uniform light distribution, without hot spots, shadows or color variations, even on large format or irregular geometry surfaces. <\/span><\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\t\tWhat types of projects do you usually deal with?<\/a>\n\t\t\t\t\t<\/div>\n\n\t\t\t\t\t
Actilum works on a wide range of professional projects, including:<\/b><\/div>\n
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