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 use 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.
Don't 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 to secure orders from customers who need their goods in a rush. Looking at user reviews of lighting companies 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 get complimentary calls and comments from customer saying how the goods arrived less than 24 hours of placing their order. This makes us happy because we strive to make you 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 that item that says allow 10 – 14 days may well be available sooner!
How do I know if my order has been placed successfully?
Once you have placed your order you should receive an e-mail confirming that your order has been successfully received. This e-mail will contain specific details of products you have ordered and the value of your order.
Confirmation e-mails are generally delivered within 10 minutes, but if you have not received it within 2 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?
We accept that there are occasions where you need goods delivered to an address other than the address registered with you bank or card provider. At present selecting delivery to an alternate address will incur a £3.00 admin fee. This will allow you to have goods sent to your work address, direct to site or anywhere else that suits your needs.
Why do we charge a fee?
Most online transactions are undertaken by a process called Cardholder Not Present (CNP). CNP transactions are an easy target for online fraudsters because the merchant does not have the facility to see if the card being used for the transaction is in the customer possession when an order is placed i.e. there is no PIN protection. To protect cardholders and ourselves from fraud we use an address verification service which costs £3.00. It is our hope that this will become a free service in the near future.
If you object to paying the £3.00 admin fee you may place your order on the telephone where this charge will not be made.
When do you take the money from my account?
Under normal circumstances you will be charged for your goods when we process your order. This means your order can be amended and changed as necessary without arranging credits and debits to your payment card.
When items are manufactured or modified to suit your needs we will contact you to discuss payment of a deposit as these items will not be subject to the Consumer Protection (Distance Selling) Regulations i.e. they may not be returnable.
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. The balance, being smaller and lighter items, are sent with Royal Mail as First Class packets.
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. If a guaranteed time delivery is required please contact us to arrange this (there will be an extra cost for timed deliveries).
Our standard delivery costs
|Order Total (before any delivery costs)
| Up to £50.00
| Over £50.00
DPD also deliver for us in the Republic of Ireland but the service takes two or three days.
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 (allow one or two working days. 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 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.
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.
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. 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?
You can add items to your basket and send the Shopping 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.
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. Your chosen payment card will not be debited until the items are ready for despatch (your card details are taken at the time you place the order but our process system will not take the money until goods are available).
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?
Are sure that you have not mis-keyed any of your card details? If after typing in the long card number you have a red cross there is likely to be a mistake in the numbers entered. Call us if the problems persists.
Why do I keep getting an error message?
We want our website to be useable by all customers. If any customers get an error message displayed while using our website, we would like to hear more as we would 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 take £10 off any order if you can provide a screen print of any error message as these are particularly helpful.
Please do not hesitate to contact us to discuss any 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 just want to speak to someone please call us and we will be happy to help.
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 independant company with a national attitude. We only have one showroom and this is located at our base in Stamford Lincolnshire. In the showroom we have many bespoke fittings on display.
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.
Looking for a catalogue?
We have a range of catalogues available to help you find the perfect product. Click on the link below to view the PDF catalogues.
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.