FAQ's

Click the sections below for more information

Delivery

How much is delivery?

Delivery for UK Mainland is £5.95 for any orders under £99. Orders above this amount are free. 

Northern Ireland, Republic of Ireland and the Highlands and Islands are not classed as UK mainland and our couriers charge extra for these areas. Delivery is £15. 

International shipping differs depending on what items are ordered and the shipping country so we will need to obtain a quote for this. Please email us at sales@lovelights.co.uk for a quote and we can then find the best price and add this to our website to allow you to order.

 

When will my order be dispatched?

As soon as you place your order with us, an e-mail confirmation will be sent. We work on a 2-7 working day delivery however we will aim to let you know if this is going to take longer than expected. We will then send an email once your goods are dispatched. You usually receive your order within 1-2 days of the dispatch email being sent. 

For further information please see our delivery page.

Please Note: We do not advise you to book an electrician until you have the goods as unexpected delays can happen which are out of our control so we cannot be held responsible for any electrician costs incurred. Unfortunately our delivery timescale is only an estimate.

 

What courier do you use?

The majority of our parcels are sent out on a next day service with DPD Local (a two day service applies to some areas of the UK). An email or text message is sent to give an estimate of the day of delivery and then a 1 hour delivery time slot is sent on the morning of delivery. 

Some of our smaller parcels (usually Sensio and Sycamore items) are sent with Royal Mail on a First Class service. These usually arrive 1-2 days after the dispatch email is sent. 

 

Can I change my delivery date/address?

Yes this can be changed if your order hasn't already been dispatched by contacting ourselves on 01642 424844 and we can adjust accordingly.

You can re-arrange this on the day of delivery by replying to the text message or e-mail you receive from DPD and choosing the relevant option regarding your delivery. Please be advised, changing a delivery address will delay your parcel arriving. 

Returns

I have ordered the wrong size/colour, can I return it?

Yes you can. The cost of return is your responsibility and the order must be returned to us in a re-saleable condition. This means that the product(s) should be packaged within the outer box and there should be no writing on the product box. 

Once return has been received, it will be checked and your refund will be processed accordingly. We would always recommend you return the order to us via a tracked courier.

 

I don't like my choice of light, can I exchange it?

Yes, you can. Email us or phone us to let us know so we can get your order updated (any additional payments will need to be made before ordering the new light). You can exchange your light by sending back your original fitting (at your cost) and once this is received back, we can send out your new light.

If any refunds need to be made, this will be passed across to accounts to process accordingly. 

 

What do I do if my order is damaged on arrival?

Your order should be inspected as soon as it's received. Please report any instances of damage to us via e-mail to sales@lovelights.co.uk. Please include photographs of the damage. E-mails will be responded to within one working day.

We will then arrange a replacement fitting or part as appropriate and communicate with you accordingly. In most instances we won't require the faulty fitting back however we will confirm this with you.  

 

What do I do if my light becomes faulty?

Please email sales@lovelights.co.uk with a description of the fault along with photo's if possible. As part of our policy we will need to speak to the manufacturer. If your item is still under warranty, we will organise for a replacement to be sent out. 

Products

The product has an 'email me when this item is back in stock' message, what does this mean?

If this displays on the product rather than an add to basket button then unfortunately the product no longer appears on our live site and the product has been discontinued. This can occur regularly when coming through an old Google feed from our old product links.

Get in touch with us on 01642 424844 and we will do our best to find alternatives for you.

 

Are bulbs included with my light?

Usually the product description will say if the bulbs are included or not included however sometimes this may have been missed on older products. Generally, bulbs will not be included with your fitting due to the halogen ban that came into force in 2017 by the government. They are trying to discourage people from buying halogen lamps as they are harmful to the environment so most fittings no longer have lamps included. Unfortunately LED lamps cannot be included for free as these cost a considerable amount more than halogens. 

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