ORDERING AND PAYMENT
Our shopping pages will guide you through the steps you need to take to place an order with us. There is no minimum order requirement. All payments must be in British Pounds Sterling. You can pay for products using most major debit cards or credit cards, from a PayPal account or by redeeming one of our gift vouchers. Payments can be made by BACS transfer by request. You are required to make payment for the whole amount of your order (including any delivery charges if applicable) at the time your order is placed. Online transactions are processed using the trusted secure payment gateway ‘Sage Pay’. Sage Pay is a leading internet payment processing company and transactions are 100% secure.
All online payments are subject to a fraud security check prior to any order being accepted. We reserve the right to refuse any order for any reason. If an order is refused any money paid will be refunded by the original method of payment.
If you have been given a promotional discount code you will be able to enter this during the checkout process. These codes are non-transferable and you must ensure you are eligible to use the code.
If you wish to cancel an order before delivery has been arranged, please inform us in writing as soon as possible from the same email address used to place the order.
Once you have placed an order on our website you will receive an automatic acknowledgement. If you do not receive this email please let us know. Please check your spam folder first.
VAT Value Added Tax is included in your checkout total. The rate may change but is currently 20% for orders made from the UK.
We regret that we can only deliver to addresses with a UK postcode (includes Northern Ireland, Scottish Highlands and Islands and Channel Islands). Please be aware that we do not deliver to shipping agents for onward transmission.
Every effort is made to deliver your goods as quickly as possible and we show an expected delivery date next to each product on our website. All our products are supplied subject to availability if, at the time of your order, an item is out of stock we will inform you as soon as possible so you can decide whether you want to cancel the order, wait for the product to become available or choose an alternative. We will notify customers if a product has been discontinued or if delivery will be longer than stated on our website. If you are having a bespoke light fitting custom made especially for you, delivery times will have been explained to you by our staff.
When your order is ready to be dispatched we will send a further email advising you when to expect your items. Delivery to most of UK MAINLAND is FREE OF CHARGE for orders over £50.00. Orders under £50.00 to most UK mainland addresses are charged at a flat rate of £4.80. We are happy to ship to the Scottish Highlands and non-mainland addresses with a UK postcode (including Northern Ireland, Isle of Wight, Scottish Isles) and delivery is charged at a flat rate of £14.00 for orders of any value. For Channel Islands, the delivery charge is £17.50 for orders of any value. Delivery charges will be added to your order during the checkout process.
You will be given the opportunity to provide additional delivery instructions during the checkout process. This is useful if you are unlikely to be at home when the delivery is expected or if your address is hard to find. Sometimes circumstances outside our control, such as adverse weather conditions, may cause deliveries to arrive later than expected. If you have ordered a number of products it is possible that some of the items may be delivered separately and possibly from different locations. We will make every effort to inform you if your order will be split in this way.
In the unlikely event that your goods do not arrive when expected please contact our sales team quoting your order number, as this will help us track down your order quickly. If the courier is unable to deliver your goods, a card will be left with contact details so you can re-arrange a suitable delivery date. The courier will attempt delivery the following day if delivery has not been mutually re-arranged. If the deliveries are not successful or delivery is refused the goods may be returned to us. If this happens all further delivery charges will be at the customer’s expense even if the original delivery was free.
Under no circumstance can we be held liable for any direct or consequential cost, charges or expenses arising directly or indirectly as a result of late, damaged or incorrect delivery of goods. This includes, but is not limited to, electrician or other contractor fees. You should not book an electrician on the basis of an expected delivery date and we would strongly advise you to only book your electrician when you have the lights in your possession and have checked that they are both suitable and undamaged.
GOODS ARRIVED DAMAGED
All our products are checked thoroughly prior to dispatch and we pride ourselves on the care we take packaging your products to ensure they arrived with you safely. We would ask you to carefully inspect all your items as soon as you receive them, even if you do not intend to fit them immediately. Any damage that has occurred in transit or any shortages must be reported by email to our sales team within 48 hours or delivery. After this 48 hour period, it is deemed that the goods have arrived in a satisfactory condition and we regret that we cannot accept any claim for damages or shortages after this period.
We ask that you submit photographic evidence of the damage as it may be possible for us to just replace a damaged part, such as a broken glass shade, rather than the whole fitting thus reducing the inconvenience and waiting time. If it is necessary we will supply a replacement product and arrange for our courier to collect the damaged item from your delivery address and return it to us. All we ask is that you carefully re-pack the product in all the original packaging. Once it is received back with us we will arrange for the replacement to be sent.
The Consumer Contracts Regulations (which replace the Distance Selling Regulations for purchases made on or after 13 June 2014) give you the right to cancel any contract for the purchase of goods bought online within 14 calendar days, beginning with the day after the day on which the item is delivered. This applies to all our products except any items that have been made, personalised or modified to your specification or to any items purchased under our business to business trade terms. Goods cannot be returned to us after 14 calendar days from receipt.
If you wish to return any items to us, please contact our sales team by email or letter within 14 calendar days of the goods being delivered to you. We will then send you a unique returns number. This number must be displayed on the outer box when the item is returned to us. Goods returned without the returns number being clearly shown on the outer box will not be accepted. If a member of our team accepts a parcel without a returns number we will inform you that we will keep your parcel for 28 days for you to arrange collection. If the parcel is not collected within 28 days we will dispose of the goods as we see fit.
Please pack the items carefully and securely in the original packaging and ensure you have displayed the returns number on the outer box and return to us, with your receipt, so that we receive it within 14 days of issuing you with your returns number. Your unique returns number is only valid for 14 days from issue, so please ensure that any unwanted items reach us within this timeframe. You will remain responsible for the goods until they are received by us in a saleable condition. We decline to accept any returned products that have been installed or modified in any way or where the inner product box is damaged or written on or if the lights arrive damaged or broken. You should also include any bulbs or parts that were included in your original delivery.
The cost of returning unwanted items is the customer’s responsibility and we would strongly urge that you use a recorded delivery service and retain your proof of posting in case the parcel gets lost or damaged and you need to make a claim from your chosen courier. For your further protection, we would suggest that you consider making your own separate insurance arrangements
Any refund due will be paid by us, using the original payment method, within 14 days of receipt of the returned item.
Please contact our sales team and a member of staff will be happy to guide you through this process should you wish.
MADE TO MEASURE BESPOKE LIGHT FITTINGS
Please be aware that we cannot include bespoke light fittings in our standard returns and cancellation policies as these are fittings made to your individual specification. We do our utmost to make sure you are 100% satisfied with your order before your light is made or adapted for you, but regret we are unable to offer refunds or accept cancellations once the order has been placed. Please contact our sales team within 48 hours of delivery if your bespoke light fitting has arrived damaged as after this period it is deemed that goods have arrived in perfect condition.
Business or trade customers are exempt from the Consumer Contacts Regulations as these regulations were created to encourage confidence in consumers buying over the internet. Business to Business (B2B) customers are therefore not covered by our normal returns and cancellations policies. Trade pricing is given on the understanding that purchases are for business purposes only and that they are not being ordered for re-sale. We reserve the right to reject or cancel any B2B orders if we believe these conditions are not being met. We do not offer credit facilities and all goods must be paid for in full prior to shipping. Goods cannot be returned to us where trade pricing has been applied – this does not affect your statutory rights.
We would ask you to carefully inspect all your items as soon as you receive them, even if you do not intend to fit them immediately. Any damage that has occurred in transit or any shortages must be reported by email to our sales team within 48 hours or delivery. After this 48 hour period, it is deemed that the goods have arrived in a satisfactory condition and we regret that we cannot accept any claim for damages or shortages after this period.
In the unlikely event that any fittings supplied develop an electrical fault within the guarantee period, a replacement or suitable alternative will be supplied. Please note that goods are not covered for accidental damage or wear and tear.
Under no circumstances can we be held liable by B2B customers for any direct, indirect or consequential costs, charges or expenses arising directly or indirectly as a result of late, damaged or incorrect delivery of goods. This includes, but is not limited to, electrician or any other contractor fees. You should not book any contractors on the basis of expected delivery dates and we would strongly recommend that do so only when all the required fittings are in your possession.
SECURITY AND DATA PROTECTION
Why it is safe to buy from us: