Frequently Asked Questions
When I order, how long will it be before I get my goods?
We aim to provide a good selection of lighting to suit the needs of our domestic and commercial customers. Many items are kept in stock in our warehouse. In addition many product lines are replenished daily or weekly with deliveries from our suppliers. Some items are on a longer delivery because they are not something we sell every day - it is just not practical for us to hold every item in every colour or finish so these take longer to get to you.
We give an indication of the likely wait on each and every product on our website.
Do not be fooled by competitors who say everything is in stock as they are often showing you the suppliers’ availability and if the supplier is in Spain you will not get the goods the next day! Sadly there are one or two lighting companies who fabricate their stock levels in order to secure orders from customers who need their goods in a rush. By checking out customer review sites for lighting companies this will clearly demonstrate a number with whom you should not trust your order!
So, if we have your order and the goods are available or become available, within the time quoted one of our experienced order pickers will process and pick your order for you. They will pack the goods safely and securely and pick every product you have ordered and send it for overnight delivery with our courier or, if more appropriate send the goods via Royal Mail.
We often receive complimentary calls and comments from customer saying how the goods arrived within less than 24 hours of placing their order. This makes us happy because we strive to make you, the customer, happy!
Lastly, we will do whatever we can to help get the goods you require delivered by the day you require them. If you have very specific requirements call us because often an item that states 10–14 days for delivery may well be available sooner!
How do I know if my order has been placed successfully?
When placing your order please ensure you give the correct email account address then, once your order has been placed, you will receive an email confirming that your order has been successfully received. This email will contain specific details of products you have ordered and the value of your order.
Confirmation emails are generally delivered within 10 minutes, but if you have not received it within two hours check that you still have an internet connection and if required request a manual send/receive in your email program. Because our order confirmation email contains graphics and hyperlinks some email programs may direct it to a junk folder so check there before calling us.
If you have not received an email please call us to ensure that your order was received.
Can I have an order delivered to an alternative address?
Yes, you can have an order delivered to an alternative address. Sometimes we may call you if we suspect fraud to ensure your card is being used with your knowledge. Please call us if you require delivery to somewhere outside the UK so that we may provide you with a quote.
When do you take the money from my account?
If you wish to place an order with Lighting Styles payment will be required at that time. You will be directed through to SagePay our secure online payment platform and the money will be debited from your account. When ordering you will be given the option of choosing PayPal.
You can call the sales team on 01780 767617 if you wish to discuss payment, i.e. if you wish to place an order for several items some of which are out of stock so that you can pay for those in stock and the balance on final delivery.
If one part of your order is going to be unavailable for an extended period of time we may contact you to discuss a part dispatch of your order. We will discuss and agree payment details with you at the time.
What is your delivery policy?
Around 85% of our UK deliveries are sent with a courier on a next day service (please note delivery to highlands and Ireland may take 2-3 working days). Smaller and lighter items may be sent with Royal Mail as a First Class packet.
Our courier for the UK is DPD. The next day service means that your goods may be delivered from 08:00 until 18:00 Monday to Friday but if you provide your mobile number you will receive a text with an expected delivery time. If a guaranteed time delivery is required, for example morning, please contact us to arrange this (please note however extra costs may be incurred for a specified delivery time).
Our standard delivery costs:
|Order Total (before any delivery costs)
| Up to £50.00
| Over £50.00
International deliveries are priced on an ad-hoc basis because size, weight, volumetric weight and destination will determine the costs of the service. A variety of couriers can be used for international deliveries. We will calculate the costs of international shipping once you place your order. No contract is agreed or payment is taken until the cost of internal delivery is agreed, please allow one or two working days for us to establish the cost of international shipping. Please select your shipping destination:
What happens if I am not at home?
Our courier will always attempt to deliver your parcel. If there is no answer at the given delivery address the courier will try a neighbouring property and request a signature for receipt. If you have told Lighting Styles you are happy for your parcel to be left in a porch or shed for example they will happily do so, however please remember this request is at your own risk.
If the courier attempts delivery and cannot find someone to take the parcel it will go back on the van and be sent out for delivery again the following working day. A delivery card will be left for you to say the driver has called and will provide a telephone number for you to contact the depot . The driver will attempt delivery again the following day, if there is no answer (and no neighbours can take the goods) the item will again be returned to the depot and another calling card left.
If on the third attempt the delivery is still not successful the goods will be held at the depot until you make contact.
The parcel will be held at the depot for 5 working days allowing you time to either make contact and/or collect the parcel. If you do not collect within a certain period the goods may be returned to Lighting Styles. If the goods are returned because of non contact this may result in another delivery cost, wherever possible we will endeavour to ensure this does not happen.
Can I track my order via your courier?
Lighting Styles uses DPD courier services. When your order is dispatched you will receive a confirmation email of dispatch and on the morning of delivery DPD will update you with a delivery window of one hour and will include a link for delivery options within the email. This is also available via SMS message if you have provided your mobile number when ordering.
How to order
It is easy to place your order online. Once you have added items to your Shopping Basket, you will need to follow a few simple steps to complete your order:
- Double check and review the items in your Shopping Basket
- Enter your postcode to check the delivery charges
- If you are happy to proceed click on the purple button “Continue to Payment"
- Complete the fields with your personal details, email and delivery address
- Press the button "Continue to Payment"
- Finally when completed press the "I'm ready to pay" button
- You will then be directed to the SagePay payment area
- Choose how you would like to pay and enter your details
Shortly after placing your order you will receive a confirmation email providing details of your order. This email will provide an order number so please ensure you keep it somewhere safe.
Many of our customers prefer to use the website to place their orders as we have a number of categories with tips and advice to help and assist along the way. However we love talking to customers and helping with advice or providing further information so please call us if you wish to discuss your lighting requirements. Our sales team can provide expert advice and then take your details and process your order on the telephone if that is more useful. Call us on 01780 767617.
Can I have a discount?
Lighting Styles is keen to help customers and will often provide a discount if there are a number of items you require. For example, you may have a shopping basket of various goods or require a quantity of 5 plus of the same products.
It is always worth checking with the sales office to see if they can provide a discount or offer lamps at a special price to go with your order - if you fail to ask you will not know!
Can I access your website without registering as a user?
You do not need to register as a user to access our website or place an order. How easy is that? We also show all charges upfront including and excluding VAT and allow you to see the cost of delivery to all UK postcodes before you even reach for your credit card.
Can I order in a company name and receive a VAT receipt?
Yes you can place an order in a company name – just select the appropriate button when using the checkout. All Lighting Styles invoices give a full VAT breakdown and provide our VAT and registered incoproration number. If you are missing or have lost your invoice please call the accounts office on 01780 767617 and they will email you a copy.
Delivery - UK and Eire
Lighting Styles is an independant UK limited company based just outside the Georgian town of Stamford in Lincolnshire, we deliver to all UK postcodes including Northern Ireland, the Channel Islands and the Isle of Man (please note highlands and Irelands may take 1-2 days longer to delivery). We offer a standard charge for processing and delivery via courier.
|Order Total (before any delivery costs)
| Up to £50.00
| Over £50.00
Surcharges are applied to some UK postcodes because our couriers add a surcharge to their prices when there is an increased distance between deliveries, or the destination requires payment of ferry and toll charges. You can check if any surcharges are applicable to your delivery address in this form. A surcharge applies to the Republic of Ireland, select the button below.
Where appropriate, or by request, we may use Royal Mail as an alternative to our normal courier service.
Will my items be saved in my trolley if I don't checkout?
If you have not disabled your Cookies then the contents will be saved on a Cookie for a period of time, however if you wish to ensure that you do not lose the contents, you have the option to save the basket.
This enables you to send the basket to your partner, architect or electrician or simply send it to your own email account and follow the link back to the site at a later date. Ideal if you want to check dimensions at home or send a shopping list to your builder. This is useful if you are not sure you have all the components to say make a full track system complete in which case our sales team can run through the items and advise accordingly.
No registration and no account required.
Returns policy - in brief
We work closely with our customers to ensure the goods supplied meet your needs.
We offer a 14 days change of mind policy.
Depending on the reason for return, you may be responsible for the costs of return.
See our Returns Policy in full here.
How do I cancel my order?
If you wish to cancel an order please use the Express Forms...
If you have not received your goods and you wish to cancel your order:
It may be wise to call us as some orders are picked, packed and dispatched in a matter of hours. Wherever possible we will endeavour to stop your order but on occasion it may not be possible.
If you have received your goods and wish to return them:
The costs you incur in returning cancelled items (via post or courier) will not be refunded. We reserve the right to refuse goods returned to us without a returns number. We also reserve the right to charge for repackaging where the original packaging is spoiled with excessive packaging tape, writing or damaged as future customers would not wish to receive goods in such condition. For information on how to return an item see here.
Can I order products that are out of stock?
When goods are out of stock the website will specify this or will give indication of when they are due in. If you wish to place an order you may do so and we will provide advice (via email) when you might expect to receive your order. If you do not wish to pay for your goods until they arrive please call our sales team to discuss this, they may take a deposit for you rather than the whole balance.
If you have any queries about this process please contact our sales department on 01780 767617 who will happily assist you.
My credit card is not being accepted. What do I do?
Please ensure you have not mis-keyed any of your card details and you are aware of your 3-D secure password or code. If you are having difficulties and payment fails to be authorised please call our sales team on 01780 767617 and they will be happy to take your order over the telephone.
Why do I keep getting an error message?
We want our website to be useable by all customers. If any customer receives an error message whilst using our website we want to hear about it. We like to fix any bugs or problems that not only effect you, but may be causing issues for other users.
We will take £5 off any order placed on the telephone if you let us know details of the problem provided it is our error. We will deduct £10 off any order if you can provide a screen print of the error message as these are particularly helpful.
Please do not hesitate to contact us to discuss any website errors or problems.
I need technical assistance. Can you help?
You can ask a question about a specific product by hitting the Q&A tab on a product page. We will provide and answer within one working day. We can also give design advice to help you light your space. Use the request form here. If you prefer to speak to someone please call us and we will be happy to help, we are open office hours on 01780 767617.
How do I search for products?
We have listed products in appropriate categories within the website. If you are unable to find a product we have a full search facility that will scour our product listings for matching words and text for a match.
If our search does not find the product you desire use our online form to set us the task of finding what you are looking for. We have access to thousands of items that are not on the website and we should be able to help you.
Do you have a showroom near me?
Lighting Styles is an independent company with a national attitude. Our showroom, or studio as we refer to it, is located at our base in Stamford Lincolnshire. In the studio we have many bespoke fittings on display, those that are popular including our best sellers.
All our staff are lighting experts and are passionate about what they do. If you have new build plans or are looking for a lighting solution please contact us to arrange an appointment to ensure we can provide you with the time required and our best attention.
What happens if a product I order is unavailable?
Sometimes for reasons beyond our control items are not available. Fluctuations in demand mean that components, or finished items are not available and the supply chain fails. Equally some items are limited in stock and we may not have been advised by the manufacturer that they have discontinued a product or a family of products.
If items you have ordered are not going to be available within the delivery period stated we will notify you as soon as possible and let you know an availability date. In the case of discontinued items we will contact you to advise you of any alternative product that may suit your needs.
Stock and availability of goods
When selecting your items pay attention to the availability, for example a product listing might state “in stock or 7 working days”. We hold many products in stock but with fast moving items we may run out of stock briefly in which case your goods will be available within a 7 working day period. If the item is going to take longer for us to dispatch you will normally be advised of any delays by our sales team. Please ensure you have entered your email and telephone number correctly in order for us to assist you.
If you specifically want to know the stock availability on a product please contact us on 01780 767617.