Frequently asked questions
We are always happy to discuss the development of bespoke products for our customers, working to a clear brief and crafting the product to an agreed specification. Please contact our Sales team at email@example.com who will be delighted to assist you.
We offer UK, EU & US wiring options on all our products as standard. You can make your selection on our product pages when placing your order online. If you require a different wiring option, please contact us at firstname.lastname@example.org.
The vast majority are UL Certified and are made to US product standards. Those that are not UL Certified are all manufactured using UL listed components. You can find our UL Certified products here.
All our products are paired with the lampshade(s) shown on the website. If you are a trade professional and would like an alternative shade, please use our shade configuration function or contact email@example.com, alternatively you are able to purchase the lamp base on its own.
We are always happy to advise on a recommended lightbulb, however we do not supply bulbs with our products. You will find our recommended lightbulb option under ‘Lamping’ on the product specification sheet, downloadable from the product pages.
For products that require fixed installation, we recommend the work is carried out by a qualified electrician or trades person. If installation instructions are required, please contact us at firstname.lastname@example.org and we will be happy to provide them.
You will find a downloadable specification sheet for each product on the relevant product page, including dimensions and technical information. Look for the ‘Dimensions’ tab on each product page.
All bespoke products are made to order and therefore we are unable to accept returns of bespoke items.
We invite you to place all orders through our website where possible.
For our consumer customers, please utilise the Make Enquiry button and a member of our Sales team will be in touch directly.
For our trade professional customers, we have ecommerce functionality for the UK, EU & US markets.
If you are located outside of these areas, please utilise the Make Enquiry button and a member of our Sales team will be in touch directly. Alternatively, you can email email@example.com or contact us by phone (+44 (0) 1732 350450).
As all our products are made to order, our lead times can vary. For most products, we will aim to despatch your order within 4-6 weeks* of order confirmation. All product pages on the website provide an estimated lead time.
Please note that when selecting multiple products, the longest lead time will determine the delivery date.
*We have our Quick Ship Collection that offers a range of versatile products despatched within 3 days. The collection is continually updated and can be found here.
If you would like to return a product, you will first need to notify us by email (firstname.lastname@example.org) within 14 days of receipt of the product; you then have a further 14 days to return the product.
Items that are being returned must be sent back unused and in the original packaging. Please note any items that have been customised cannot be returned as they are deemed to be bespoke pieces.
Items should be sent back to our Head Office by a tracked or signed for courier service, during our business hours. We are unable to accept items that do not reach us in their original condition. All postage and other expenses in relation to the return must be covered by you.
In order to arrange a return, please email email@example.com stating your order number and the reason for the return. We will then send you step-by-step instructions on how to return your order. Please be aware that we are unable to accept any returns without an RMA number.
We are unable to accept returns for orders placed by our trade professional customers unless the items are faulty or damaged.
For more information on our return’s procedure, please refer to our Terms & Conditions.
Refunds will be processed within 28 days from receipt of the return.
The refund can only be made to the original account you used to make your payment.
All our UK orders are despatched on a next day service.
We only offer a standard delivery service for international shipments.
We offer free delivery to the UK mainland on all orders over £500, orders less than this will be charged £25. Palletised orders will be charged from £60 per pallet. You will be advised at checkout if your order needs to be palletised.
Yes! Our transport partners have developed an efficient customs process that avoids hidden charges and un-explained transit delays.
For our consumer customers, your order will be shipped on a DAP basis. This means that you will be responsible for paying local customs and tax charges.
For our trade professional customers, your order will be shipped on a DDP basis. You will just need to declare the purchase in your VAT return, and we will take care of the export declaration, the import declaration and manage the payment of duty. If you are based in Ireland, Greece or the Nordics, your order will be shipped on DAP basis.
We ship worldwide! All US deliveries will be subject to a 10% charge per order and a minimum order value of $1,000 applies. Deliveries to the rest of the world will be quoted on an order-by-order basis. Please contact us at firstname.lastname@example.org for more information.
We offer the ability for our trade professional customers to ship directly to their client’s address, or another address of their choosing, within the same geographical region. Please note that we charge an additional £15 for this drop ship service. This will be reflected in the invoice.
Please contact email@example.com who will be able to provide you with tracking information and help locate your order.
Our preferred method of contact is Live Chat; however you can also get in contact with us by phone (+44 (0) 1732 350450) or email: firstname.lastname@example.org. Our phone lines and emails are monitored from 8:30am – 5pm, Monday to Friday, excluding public holidays.
We do! Please complete our trade professional registration form and we will get back to you within 2 working days. Our trade professional customers can benefit from a dedicated account manager, competitive trade discounts, quote creating functionality and sample requests.
We must be notified within 48 hours of delivery if your order has arrived faulty or damaged. Please contact email@example.com directly stating the order number and with accompanying images showing the damaged product and packaging.
In your parcel you should receive a delivery note listing all the items that are included in your delivery. If an item is listed on the delivery note but isn’t included in your delivery, please contact firstname.lastname@example.org.