FAQs


Ordering

 

Do you have stock of <item>?

Our search function is pretty good. If you know the name or model number of the light in question you should be able to find out if we stock it or not. Only lights that we have available will show up in the search results. If you are able to see the item on our website, then it is in stock and available to order. It may be that we have to order it from the manufacturer, in which case delivery will be slightly longer, but generally if you can see it on the website, you can order it.

 

Can I place an order over the phone?

Of course. Our operators would simply be filling in the same order form as you would online though, so it doesn’t really make much difference.

 

I can’t find an item on the website, can I order it over the phone?

If you can’t find an item on our website, then the likelihood is that both the manufacturers and ourselves are out of stock and you will not be able to order it over the phone. It is always a good idea to phone to make sure though, we may be able to suggest an alternative, or provide more information as to when we’ll get more stock.

 

I’ve made a mistake and need to cancel my order, can I do this?

Our dispatch time is approximately 24 hours (except weekends, we only dispatch from Mon-Fri) so as long as you contact us either by email or phone within this timeframe, we’ll be able to cancel your order and hold dispatch. If you are unable to cancel until after the item has been dispatched we will deduct our delivery and recall cost from any refund. We would normally ask that you refuse the delivery in these cases if we are unable to recall the item directly from the courier.


Can I ‘Click & Collect’?

Not at the moment, but it is something we are looking into in partnership with our courier. Watch this space for further announcements.

 

My billing address and delivery address are different, is this an issue?

Not generally, if your delivery address differs from your billing address (the address connected to your selected payment provider) we automatically perform some additional security checks and will let you know if we come across any issues. Simply enter your delivery address when prompted, or tick the box to make it the same as your billing address.

 

Do you provide a gift wrap service?

Not currently, but it is something we may look at in future if there is sufficient demand.

 

Delivery

 

How long will delivery take?

This is dependent on a variety of factors. We get live stock updates from the manufacturers so we are able to see how much stock of the items we sell they have available, as well as what we have at our warehouse. If we have an item in stock at our warehouse we are able to dispatch it within our 24 hour dispatch time and it should  reach you 3-5 working days after the order has been placed (not counting weekends or public holidays). If we do not have the item in stock but it is available from the manufacturer we will order it from them as soon as we receive your order. It will then be shipped to us and we will ship the item to you. This extends the delivery time up to a maximum of a 7-10 days. If neither the manufacturer or ourselves have stock available you will not be able to order the item.

The provided delivery timescales are estimates and we can only provide guarantee of delivery within these timescales on orders where EXPRESS delivery has been opted for.

 

How much does delivery cost?

Orders of £50 or over qualify for our free standard delivery service. Orders under £50 will incur a £4.95 delivery charge. Our standard delivery service takes approximately 3-5 days (see How Long will Delivery Take? for more details.) Our free standard delivery service is only available to addresses on the UK Mainland.

Items we have in stock at our warehouse can be sent by an express service for £6.99. This service is only available to addresses in the UK Mainland excluding the Scottish Highlands.

Additional charges may apply if you require delivery on a Saturday, please contact us for details.

 

My delivery has not turned up within the specified time frame, what now?

Generally our couriers manage to get items delivered well within the timescales mentioned above, and it should be noted that these are estimated delivery times. We cannot provide any guarantees of delivery within the time frame unless EXPRESS delivery is opted for. If you’re delivery has not arrived please contact us by phone or email (details available on our contact page.)

 

Returns

 

I’ve received my ordered item but have discovered that I don’t really like it, can I return it?

Yes, as long as it is within 30 days of purchase. If an item is not damaged or faulty you have 30 days within which to change your mind and return it to us. In these cases we would be happy to provide a return label, or organize a courier to collect the item if it’s bulky, but the cost of the return would be deducted from your refund. We would ask that the item be returned in it’s original packaging and that it be unused and not assembled.

 

I’ve received my ordered item but it’s arrived damaged or faulty, can I return it?

Of course. We would ask that you contact us as soon as you find the fault/damage, ideally this would be within a few days of delivery. We may be able to resolve the issue by supplying a part, otherwise we will happily exchange the item for a replacement. As with other returns we will supply a return label, or organize a courier to collect the item. If we are replacing the item with a new one we will have the courier bring the replacement and take the faulty/damaged one away at the same time.

 

I have returned an item for a refund and can see that it has been received, where is my refund?

While we do endeavor to process all refunds as promptly as possible, it may take a couple of days from the receipt of your return to do so. If you have paid via PayPal then we would advise you to check your PayPal account as refunds to PayPal are not automatically sent back to the card or bank account used to fund the original transaction and this would have to be done manually.

 

Technical Questions

 

Are bulbs included?

This is entirely dependent on the light being purchased. It will state in the details of the light fitting whether bulbs are included and what type they are. If the fitting is not supplied with bulbs they can be purchased separately from our accessories department available on the website.

A general rule of thumb is that if a fitting takes standard bayonet or screw fitted bulbs then none are supplied, but it is always an idea to check the fitting’s details.

 

Are supplied bulbs covered by the manufacturer’s guarantee?

Generally no. Bulbs, being a consumable, are exempt from the majority of manufacturer’s warranty. The exceptions to this are LED light fittings. The majority of LED fittings do not have replaceable bulbs and once they’re gone that’s your lot. LEDs do last several orders of magnitude longer than other bulb types however and tend to have the same lifespan as the fitting itself.

 

Is this light compatible with a dimmer switch?

This is a tricky one. Where the manufacturer has specified compatibility we include this in the fitting details, where they haven’t we just don’t know. For fittings not supplied with bulbs, the dimmer compatibility will depend on the type of bulbs you choose to use with it. Standard, non-energy saving, incandescent bulbs can generally be dimmed, but we would recommend consulting an electrician for fittings with other types of bulbs.

 

What does ‘Socket Type’ mean?

Basically the socket type is the kind of fitting required on any bulbs in order to be compatible. You’ll already be familiar with the bayonet (BC) and screw (E) type fittings and there are a wide range of bulb other sockets for different purposes. We have produced a rough guide to the types we stock here.<link to created page>

 

Can I use this light with LED bulbs?

Manufacturers of bulbs are beginning to produce LED units with more traditional socket fittings so that they can be used in existing light fittings. If you are in any doubt please consult an electrician prior to trying your fitting with LED bulbs. We cannot be held responsible for damage or injury cause by using LED bulbs in an incompatible fitting. If you want to fit the LED bulbs in an outdoor or bathroom light you must ensure they have a sufficient IP rating for the environment.

 

What is the ‘IP Rating’?

IP, standing for ingress and penetration, is an international standard for describing how resistant to the entry of dust and water an item is and usually comprises the letters IP and two numbers. The first number after the IP is an indication of how resistant solid particle ingress the item is, with 0 meaning no protection and 6 meaning that the item is sealed against very small particulates and dust. The second number is how waterproof the item is, again with 0 being not at all and 6 being completely watertight. As the waterproofing is the most relevant to our products here’s a table breaking down the ratings from 1 to 6:

Second IP Digit

Protection provided

1

Dripping water (vertical drips) shall have no harmful effect.

2

Vertically dripping water shall have no harmful effect when the enclosure is tilted at an angle up to 15° from its normal position.

3

Water sprayed at an angle of up to 60 degrees with a pressure from 80-100 kilopascals and flow rate of 0.7 litres per minute shall have no harmful effect.

4

Water splashing against the enclosure from any direction will have no harmful effect. Tested with a flow rate of 10 litres per minute and a pressure between 80-100 kilopascals.

5

Water projected by a nozzle (6.3mm nozzle) against the enclosure from any direction will have no harmful effect. Tested with a flow rate of 12.5 litres per minute and a pressure of 30 kilopascals from a distance of 3m.

6

Water projected in powerful jets (12.5 mm nozzle) against the enclosure from any direction shall have no harmful effects. Tested with flow rate of 100 litres per minute, a pressure of 100 kilopascals from a distance of 3m.

6K

Water projected in powerful jets (6.3 mm nozzle) against the enclosure from any direction, under elevated pressure, shall have no harmful effects. Tested with a flow rate of 75 litres per minute, a pressure of 1000 kilopascals from a distance of 3m.

7

Ingress of water in harmful quantity shall not be possible when the enclosure is immersed in water under defined conditions of pressure and time (up to 1 m of submersion).

8

The equipment is suitable for continuous immersion in water under conditions which shall be specified by the manufacturer. However, with certain types of equipment, it can mean that water can enter but only in such a manner that it produces no harmful effects. Suitable for depths over 1m

9k

Protected against close-range high pressure, high temperature spray downs.

 

The most common IP rating is 44, which is suitable for most outdoor and bathroom purposes. We don’t currently stock any lights with a water ingress rating higher than 7 and these are featured in our outdoor lighting department.