Help & FAQs
Here you'll find help and guidance – as well as the most commonly asked questions – to help you use our site, understand lighting and manage your order. But if you can't find what you're looking for, the please do get in touch with our friendly and helpful customer services team:
We're open Monday – Friday, 8.30am - 5.30pm and would love to help you out with any problems or questions on your order.
Q1. Are light bulbs included with your light fittings?
A large number of our light fittings do come with light bulbs included in the price. Where light bulbs are not included, you'll find suggested light bulb choices for your fitting clearly indicated in “related products” located underneath the price on the individual listing. You can also easily find any light bulb by using our quick and easy Bulb Finder Tool.
Q2. Do your prices include VAT?
Yes – all prices are inclusive of VAT.
Q3. Do you offer a guarantee?
Yes. We offer a two year guarantee on all our light fittings. Many products also carry a manufacturers' extended warranty that can range from 2 - 20 years. Should the guarantee information not be clear on any product, simply call our customer services team and we'll be happy to give you the specific information.
And for your peace of mind - in the rare event that an item does not work as it should – just contact us and we will advise how we proceed. Your can email or telephone our experienced customer services team via email@example.com .
Our 30 day 'Change Your Mind' guarantee
We want you, our customer, to be delighted with your lighting products. In the unlikely event that an item isn't quite right, we offer a 30-day 'Change Your Mind' guarantee on most items*. This means that you can easily return part (or all) of your order after it has been delivered. You won't have to wait long for your refund as we aim to process all 'Change Your Mind' returns and credits within 14 working days.
If you're returning items under our 'Change Your Mind' guarantee, you must ensure the products are robustly packaged for safe return, placing the original manufacturer's packaging within a suitable outer box. Please note that the manufacturer's packaging, instructions and accessories (where applicable) must be returned in a completely resalable condition, otherwise this may affect the value of your credit.
Also, it's important to note that the cost of returning your products under our 'Change Your Mind' guarantee is your responsibility as the buyer - please see our Returns Page for more details of how you can return your item(s).
* We say 'on most' items' as, unfortunately, special order items that you've asked us to source directly from a supplier cannot be returned - unless faulty.
Q4. Do you offer discounts for large orders?
We pride ourselves on price checking our products regularly to be very competitive. However, if you are considering placing an order for an unusually large quantity of products please contact our sales team at firstname.lastname@example.org and they will be happy to talk to you.
Q5. How do I know your site is secure?
Our entire site is secure by way of 128-bit SSL (Secure Socket Layer) encryption, which is the Industry Standard for safe online shopping. The small 'padlock icon' to the left of the URL bar at the top of the page confirms the security of our site. In addition, your personal data is totally protected and we never store credit card details.
Q6. What payment methods do you accept?
Paying for your order could not be easier. We accept all major debit and credit cards (without extra charges incurred), including Visa, MasterCard, Maestro and American Express. Payment can also be made by BACS, cheque and through PayPal.
Q7. What if I find the product cheaper elsewhere?
Our team of buyers are constantly price checking our products as we pride ourselves on offering quality products at very competitive prices. However, if you have a query on the price of our products, please don't hesitate to call our customer services team.
Q8. The product I want is out of stock. Can you inform me when it's back in stock?
We keep our customers fully informed by email of the status of any out-of-stocks or delays. We are one of the few lighting companies in the UK to hold over 4000 lines in stock and our aim is to have 95% of stock available at any one time. If an item you require is shown to be out of stock, please either place your order, whereupon we will contact the supplier and chase for an earlier delivery date, or email our sales team at email@example.com.
Q1. How do I know my order has been received?
When you order online, you'll see your Order Confirmation on screen after your payment has been processed. We then follow this up with an emailed Order Confirmation, so you can be confident that your order has been received and is being processed.
If you are concerned that we may not have received your order, simply email our sales team at firstname.lastname@example.org and a member of the team will be happy to track the status of your order.
Q2. Can I order by telephone?
Yes. Our UK-based sales team are all lighting experts and will be happy to help you. Simply call them 0345 646 1139 (business rate) Monday to Friday, 8.30am to 5.30pm.
Q2. I have an order query - who can I contact?
Our customer services team are ready to answer any queries you may have Monday to Friday, 8.30am to 5.30pm. Email them at email@example.com for a fast and efficient response.
Q3. Can I change or cancel my order once it has been placed?
We process orders very quickly – often within minutes of them being placed online - so if you would like to change or cancel your order, please contact our customer service team as soon as possible. We’ll do our very best to make any alterations to your order prior to it being dispatched, but it’s very likely that your order will already have been picked, packed and dispatched. If this has happened, then we will be unable to change your order (as it will have already left the building!), but you’ll be able to take advantage of our convenient 'Change Your Mind' guarantee and simply return any unwanted items to us for a refund. See here for full details of our returns policy.
Q1. Do you deliver to my area?
We deliver throughout the whole of the British Isles - which includes Northern Ireland, Shetland and Orkney, the Western Isles, Channel Islands and Scilly Isles. We also deliver to many European countries including Rep. of Ireland, Belgium, Denmark, France, Germany, Luxembourg, Netherlands and Sweden. We can also deliver further afield – please contact our customer at firstname.lastname@example.org for a fast and efficient response.
Q2. How will my goods be delivered?
We use an international professional carrier who take the utmost care and pride in delivering your order quickly and efficiently. Items are robustly packaged and barcode labelling is used to speed up this process. Furthermore, with their market-leading 'one hour delivery window' service, you'll always be available to receive your package. Don't forget - a signature will be required to ensure you have safely received your order.
Q3. How much are your delivery charges?
Q5. Can I track my order?
Yes. Once your order is on its way, you'll receive an email and/or a text from our carrier confirming that they will be delivering your order shorlty and confirming your two hour delivery slot. The text and/or email will outline your personal Tracking Number and details of how to monitor the order's progress until it reaches your designated delivery address. our carrier can even provide you with a proof of delivery should it be required.
Q6.What if I am not in when you deliver?
Should you not be in when your delivery driver calls, our carrier will endeavour to leave your delivery, signed for, by a neighbour or other suitable person. If no-one can be found, they will return the order to the depot for safe keeping, leaving you a card with the delivery information and contact number for collection.
Q7. What if I receive the wrong items or my order is incomplete?
This very rarely happens. You can see that our Reviews.co.uk Rating on our website is high and we pride ourselves in quality checking your order during the picking and packing process. In the unlikely event that you have received the wrong items, we make the process of rectifying this very simple. Just contact our customer services team straight away and leave the rest to us:
We're open Monday – Friday, 8.30am - 5.30pm and would love to help you out with any problems or questions on your order.
Q1. What do I do if a product has been damaged in transit?
We take every care when packing and delivering your order to ensure that it arrives safely and in full working order. Please inspect your order within 24 hours of arrival and, in the very rare event that goods are damaged in transit, please use the link below to report to us as quickly as possible and no later than 30 days. We will be happy to assist with a replacement if applicable or refund back to your original method of payment.
Please have your order number to hand.
Please be aware of the courier parcel limits:
- DPD accepts parcels up to 20kg, max 60 x 60 x 60cm;
- Shell accepts parcels up to 5kg, max 45 x 35 x 16cm;
- InPost accepts parcels up to 15kg, max 41 x 38 x 64cm;
- Please use DHL Express collection service for larger parcels.
Q2. Will I be charged for returning goods?
Almost all items are covered by our 'Change Your Mind' guarantee which allows you to return unused products within 30 days of purchase and receive a full refund. You will not be charged a handling or re-stocking fee - you only pay for the cost of returning our order. The packaging and all its contents must be intact and in a saleable condition – e.g. no marks on the manufacturer's packaging, complete set of instructions etc.
This guarantee does not apply to non-stock, one-off items ordered as a “special” or on certain seasonal products. Please see our Returns Page for details of how you can return your order.
In the unlikely event that you need to return a damaged or faulty item, please click on the link on our Returns Page to arrange to either bring to a convenient drop off point or have it collected
Q3. I've ordered the wrong item; can I still return it?
Yes - no problem. Our 'Change Your Mind' guarantee is included with most products. This guarantee gives you the right to return any unwanted items within 30 days of receipt, with no hassle and no fuss. Please click on the link on our Returns Page.
Online Lighting Policies & Services
Q1. Do you offer recycling services?
Yes. Under the WEEE Directive (Waste Electrical and Electronic Equipment Regulations), we're pleased to offer our customers free recycling for eligible household electrical items on a like-for-like basis. In other words, when you buy a lighting product or electrical item from us, we will accept your old items and recycle them for you. Also, under the Waste Batteries Regulations, we offer a take-back scheme for all portable waste batteries.
Visit our WEEE and The Waste Batteries Regulations page for more information on both services.
Q2. Do you have an environmental policy?
We're committed to supplying you, our customer, with the products you need. This includes our huge and comprehensive range of Low Energy lights and fittings, and lamps with lower quantities of heavy metals, such as mercury.
We use recyclable packaging and, by holding large quantities of our product range in stock at any point in time, we can usually deliver complete orders, which minimises deliveries, thereby keeping lorries off the road and reducing our carbon footprint.
We are always looking for ways to reduce our impact on the environment whilst still offering a professional, reliable service to our customers. As part of this, we offer all our customers the option to receive their invoices by email, as opposed to printed hard copies. If you wish to no longer receive printed invoices, please let our customer services team know: email@example.com.
Q3. I want to buy some light bulbs and light fittings to take abroad, what do I need to consider?
When taking your light bulbs and light fittings abroad, you need to ensure that they are compatible with the electricity supply of that country. Products sold in the UK are generally produced to meet CE standards, which means they should be suitable for use in most European countries. However, it is important to check with a qualified person within your destination country to give you the accurate information you require before attempting to install and use these products.
Please note: Online Lighting's guarantees and warrantees of products are only valid on products used within the UK. Some manufacturers do offer international guarantees.