Returns

We hope you are happy with your purchase and would be grateful if you would check the contents of your delivery carefully within 24 hours of receipt. If you wish to report missing, damaged, or faulty goods, please contact us as soon as possible within 30 days using the form below. If you wish to return anything under our 'Change Your Mind Guarantee' you have up to 14 days to let us know.

Missing, Damaged or Faulty Goods

In the unusual event that anything is missing, damaged or faulty, please apply for a Return Authorisation Number using our 'Returns and Refunds Form' below.

On receipt of this form our Customer Care Team will send you details of how items can be returned to us via a DPD Drop Off Store and will arrange a replacement item if applicable. Should your return exceed the allowed DPD dimensions our Customer Care Team can arrange a collection direct from your preferred location. Alternatively, please call us on 0345 646 1140 Monday – Friday, 8.30am to 5.30pm (excluding Bank Holidays) and we will be happy to arrange the return of your items over the phone.

What Happens Once We Remove Your Damaged or Faulty Item(s)?

Once the item(s) has been received by us it will be processed though our Returns Department (subject to compliance with our Terms and Conditions) including a full inspection and testing. Should your item be found to be faulty or not up to the required standard a credit will be issued within fourteen days including any applicable carriage charge.

If the item is found not to be faulty and is up to the required standard no refund will be issued. You will be contacted, and the item can be returned to you at your cost provided you confirm to do so within 14 days of notification. Following this period, the item(s) will be disposed of in accordance to the WEEE directive.

Our renowned 'Change Your Mind' guarantee...

We understand that sometimes a light doesn't quite look how you imagined it would in your home. Don't worry! If you wish to return anything under our Change Your Mind Guarantee, you have up to 14 days after your delivery has been received to get in touch and receive a full refund. To make sure we refund you correctly, you can only return your items once you have received an authorised Returns Number. Also, it's really important that we received your returns in saleable condition - with all the original manufacturer's packaging (unmarked please!), free bulbs (where applicable), accessories and instructions complete and intact - otherwise this could affect your refund.

Please contact our Customer services Team for a Return Authorisation Number using our Online Returns and Refunds form below. You should expect to receive this within three working days of your request.

As the cost of returning product under our Change Your Mind Guarantee is the responsibility of the buyer, we strongly recommend that all returns should be via a "signed for" service such as:

Once you have received your Returns Authorisation Number from Online Lighting, please securely pack your product using the original outer packaging, removing any address labels, and taking care not to damage or mark the manufacturers packaging in any way. Click on the Hermes link provided with your returns reference to arrange to send your items back to us via a Hermes Drop Off store. The link will provide you with a barcoded label and details of a drop off point convenient to you. Alternatively you can choose the option to have the label printed at the drop off point.

Just follow the simple instructions and once the goods have been received by Online Lighting, checked in and processed (subject to compliance with our terms and conditions), you will be refunded for the goods and any applicable original delivery charge within fourteen days less the £5.00 charge for using this service.

If your consignment exceeds the allowed dimensions, or you have difficulty accessing a drop off point, please contact us on 0800 074 8319 (From outside the UK: +44 (0)1908 651112) Monday – Friday 8.30am to 5.30pm excluding Bank Holidays, and we will be happy to arrange a collection directly from your preferred location. Prices start from £8.99 plus VAT. To avail of this service please contact [email protected]

If your consignment exceeds the allowed dimensions, or you have difficulty accessing a drop off point, please contact us.

Once you have received your Returns Authorisation Number from Online Lighting, please securely pack your product using the original outer packaging, removing any address labels, and taking care not to damage or mark the manufacturers packaging in any way. Click on the DPD link provided with your returns reference to arrange to send your items back to us via a DPD Drop Off store. The link will provide you with a barcoded label and details of a drop off point convenient to you. (Please note that without the barcoded label, the DPD drop off store will not be able to accept your package.)

Just follow the simple instructions and once the goods have been received by Online Lighting, checked in and processed (subject to compliance with our terms and conditions), you will be refunded for the goods and any original delivery charge within fourteen days.

If your consignment exceeds the allowed dimensions, or you have difficulty accessing a drop off point, please contact us.

Online Lighting Customer Care Team

We will be happy to organise collection on your behalf via Hermes.

1 Box - £8.99 + VAT

2 Boxes - £10.99 + VAT

3 Boxes - £12.99 + VAT

For full details regarding our returns policy, please see our Terms & Conditions

Do you need any further help or advice about returns?

If you have a query about returning your order, please contact our customer services team either by email or telephone:

We're open Monday – Friday, 8.30am - 5.30pm and would love to help you out with any questions you might have. Alternatively, take a look at our Help & FAQs section for some commonly asked questions.