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Help & FAQs

We are here to help you and you should find the answers to most queries below. If you have further questions please email our customer care team at customerservice@lighting-direct.co.uk or call 0843 317 7824 (local rate call).

What does your question relate to?
General | Ordering | Delivery | Returns | Lighting Direct Policies & Services

General

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 they are not included, you will find the light bulb choices for your fitting clearly indicated in “related products” located underneath the price on the individual listing.
Bulb Finder - You can also easily identify light bulbs you are trying to replace by using this user friendly Bulb Finder Tool.

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Q2. Do your prices include VAT?

Yes prices are inclusive of VAT.

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Q3. Do you offer a guarantee?

Yes. We offer a 2 year guarantee on all our Light Fittings. Many products also carry a manufacturers’ extended warranty from 2 - 20 years. Should guarantee information not be clear on any products, please call our customer care team and we will be happy to give you specific information.

For your peace of mind, in the rare event that an item does not work as it should, we will happily organise a replacement for you or discuss repair options should that be applicable. Simply contact our experienced Customer Care Team customerservice@lighting-direct.co.uk or call 0843 317 7824 (local rate).

Our 14 day Change Your Mind Guarantee

We want our customers to be delighted with their lighting products. In the event that an item isn’t quite right, we offer a 14-day 'Change Your Mind Guarantee' on most items (unfortunately special order items that you ask us to source cannot be returned unless faulty). This means 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 to your original payment method within 10 working days.

Items returned under our 'Change Your Mind Guarantee' must be robustly packaged for safe return by the buyer, placing the original manufacturers packaging within a suitable outer box. Please note that manufacturers packaging, instructions and accessories where applicable must be returned in a completely resalable condition otherwise this may affect the value of your credit.

Please note that the cost of returning your products under our 'Change Your Mind Guarantee' is the responsibility of the buyer. Please see our Returns Page for more details.

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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 on 0843 317 7824 (local rate) and they will be happy to talk to you.

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Q5. How do I know your site is secure?

Our site is secure by way of 128-bit SSL (Secure Socket Layer) encryption, which is the Industry Standard for safe online shopping.

In addition your personal data is totally protected and we never store credit card details.

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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 and Maestro. Payment can also be made by BACS, Cheque and through PayPal. Please note we do not accept American Express.

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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 with the full peace of mind of our 14 Day Change Your Mind and Product Guarantees. If you have a query on price please don’t hesitate to call our Sales Team on 0843 317 7824 (local rate call).

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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 any out of stocks or delays. We are one of the few companies to hold a huge range of products, currently 4000 lines. 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 chase in our next delivery for you and advise you of the delivery date by email, or call our sales team who will be happy to give you a specific delivery date for your products or offer suitable alternatives that are in stock. Our Sales Team : 0843 317 7824 (local rate call).

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Ordering

Q1. How do I know my order has been received?

Q2. Can I order by telephone?

Q3. I have an order query - who can I contact?

Q4. Can I change or cancel my order once it has been placed?

Q1. How do I know my order has been received?

When you order online you will 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 will be being processed.

If you are concerned that we may not have received your order simply call our Sales Team on 0843 317 7824 or email them at sales@lighting-direct.co.uk and a member of the team will be happy to track the status of your order.

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Q2. Can I order by telephone?

Yes, Our fully trained Sales Team will be happy to help you. Simply call them 0843 317 7824 (local rate call). Our sales lines are open Monday to Friday 8.30am to 6.00pm.

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Q3. I have an order query - who can I contact?

Our Customer Care Team are ready to answer any queries you may have Monday to Friday 8.30am to 6.00pm, Call them on 0843 317 7824 (local rate) or send an email to customerservice@lighting-direct.co.uk, for a fast and efficient response.

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Q4. Can I change or cancel my order once it has been placed?

Yes. We process orders very quickly so please contact our Customer Service Team as soon as possible should you need to change or cancel your order. Every effort will be made to make any alterations prior to dispatch. If your goods have already been dispatched you can take advantage of our convenient Change Your Mind Guarantee and simply return unwanted items to us for a refund. For full details of our returns policy please click here.

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Delivery

Q1. Do you deliver to my area?

Q2. How will my goods be delivered?

Q3. How much is your packing and handling charge?

Q4. When will my order arrive?

Q5. Can I track my order?

Q6. What if I am not in when you deliver?

Q7. What if I receive the wrong items or my order is incomplete?

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. However, due to their fragile nature we are unable to deliver some products to non-mainland UK destinations. Our Customer Care team will be happy to clarify any of those products if you do live off of the mainland. Please Call : 0843 317 7824 (Local Rate).

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Q2. How will my goods be delivered?

We use professional carriers 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. Upon arrival at your address, a signature is required to ensure you have safely received your order.

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Q3. How much is your delivery charge?

Delivery charges to all zones are:

Free Delivery On Light Fittings
Zone Service Delivery Charge (inc VAT) Order Value (inc VAT)
1 Next Working Day FREE £80+
1 Next Working Day £3.99 £0-79.99
       
2 2-3 Working Days FREE £80+
2 2-3 Working Days £3.99 £0-79.99
       
3 3-4 Working Days FREE £80+
3 3-4 Working Days £3.99 £0-79.99

Next Day delivery is available on (in stock) online orders placed before 8pm Monday to Thursday (Friday, its 4.45pm).

Postcode Zones

Zone 1 includes most postcodes in UK mainland. If your location is not mentioned in any other zones, then you are Zone 1.

Zone 2 includes Northern Ireland, Isle of Man and the following postcodes: AB31 to AB38, AB41 to AB56, FK18 to FK21, HS1 to HS9, IV1 to IV32, IV36, IV40 to IV49, IV51 to IV56, IV63, KA27 to KA28, KW1 to KW17, PA20 to PA49, PA60 to PA78, PA80 to PA88, PH1, PH5 to PH10, PH15 to PH26, PH30 to PH44, PH49 to PH50, ZE1 to ZE3.

Zone 3 covers the Channel Islands, Republic of Ireland and Scilly Isles.

Please note it is not possible to ship some fragile items to Zones 2 & 3.

If you require delivery to another country, please contact our Sales Team as we would be delighted to provide a shipping quote. Tel :0843 317 7824 (local rate).

Delivery times are usually next working day for stocked items or 3-10 days for non-stocked items, subject to availability. This will be confirmed to you once your order has been received.

Delivery charges, where applicable, will be calculated at checkout.

Weekday pre-noon and Saturday deliveries can be arranged at extra cost to UK mainland only. Please call our Sales Department Monday to Friday 8.30 to 6.00pm on 0843 317 7824 or email sales@lighting-direct.co.uk for further details.

PLEASE NOTE: Deliveries may be affected in some parts of the UK when there are adverse weather conditions. In these circumstances please bear with us as our delivery companies will be working as hard as they can to get your orders to you on time.

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Q4. When will my order arrive?

When placing an online order for stocked items prior to 8pm Monday - Thursday, you should receive all stocked items the next working day (Monday-Friday). Please note if you place an online order before 4.45pm on a Friday delivery will take place the following Monday unless it is a Bank Holiday. Out of stock and non-stocked items may take a little longer but we will keep you fully informed.

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Q5. Can I track my order?

Yes. Once your order is on its way you will receive an email confirming that it has been despatched by us. The email will outline your personal Tracking Number and details of how to monitor the order’s progress until it reaches your designated delivery address.
We can even provide you with a proof of delivery should it be required, and show you who signed for it.

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Q6. What if I am not in when you deliver?

Should you not be in when your delivery driver calls our carriers will endeavour to leave your delivery, signed for, by a neighbour or other suitable person. If no-one can be found, they return the order to the depot for safe keeping, leaving you a card with the delivery information and contact number for collection or re-delivery.

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Q7. What if I receive the wrong items or my order is incomplete?

You will see our Feefo Review 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 simple. Just contact our Customer Services Team straight away and leave the rest to us: T: 0843 317 7824
F: 0843 317 7821
E: customerservice@lighting-direct.co.uk
Mon - Fri (8:30am - 6:00pm)

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Returns

Q1. What do I do if a product has been damaged in transit?

Q2. Will I be charged for returning goods?

Q3. I've ordered the wrong item, can I still return it?

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 it arrives safely and in full working order. In the very rare event that goods are damaged in transit, please contact our Customer Care Team preferably straight away but within 3 days of delivery, either by email to customerservice@lighting-direct.co.uk or call 0843 317 7824. Our experienced team are trained to deal with organising your replacements very quickly and also organising for the collection of the damaged product and the credit to your original payment method.

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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 14 days and receive a full refund. You will not be charged a handling or re-stocking fee and you only have to pay for your return costs. The packaging and all its contents must be intact and in a saleable condition. Where this guarantee does not apply, for example on seasonal products or those supplied direct from the manufacturer, this is clearly stated on the product description. Please see our Returns Page for details of how you can return your order. We would also be more than happy to organise the return on your behalf. Our Customer Care Team will be happy to discuss options and can contacted on 0843 317 7824.

In the unlikely event that you need to return a damaged or faulty item we will arrange for it to be collected at no cost to you. Simply contact our Customer Care Team who will email you labels containing your Return Number. In the event of not using the labels please mark your return number clearly on the original plain brown outer box that was used when shipping your order to you. Please do not mark the Manufacturers Packaging as this will affect your refund.

 

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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 14 days of receipt, with no hassle and no fuss. Simply contact our Customer Services Team within 14 days to obtain a Returns Number. This must be displayed on the inside and outside of your return parcel to ease the process of issuing a refund or credit.

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Lighting Direct Policies & Services

Q1. Do you offer recycling services?

Q2. Do you have an environmental policy?

Q3. I want to buy some light bulbs and  fittings to take abroad, what do I need to consider?

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 so when you buy a new item from us.

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.

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Q2. Do you have an environmental policy?

We're committed to supplying customers with the products they 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 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 and offer our customers an option to receive their invoices by email.

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Q3. I want to buy some light bulbs & fittings to take abroad, what do I need to consider?

When taking your light bulbs and 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 of that country to give you the accurate information you require before attempting to install and use these products.

Please note Lighting Direct‘s guarantees and warrantees of products are only valid on products used in the UK. Some manufacturers do offer an international guarantee.

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