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Customer Service: +44(0)20 7971 7871

FAQ

FAQ - General

What are your showroom opening times?

Monday to Thursday we open from 9:30 - 16:00 & Fridays by appointment only from 9:30 – 16:00. Our address: 218D, 1 Swan Lane, Westminster Industrial Estate, SE18 5TT. To make an appointment, please call +44 (0)20 7971 7871, email [email protected] or book a visit online here. If you want to have a look at our lighting in a showroom near you. Check our Stockists & Retailers locations here.

Can I place an order while at the showroom?

Yes, we have ample stock so you can take your order with you, or if you prefer, we can arrange for the products to be delivered to you. You are able to pay by either card or cash while at the showroom.

Is it just lights that you sell?

Lighting is our speciality; however, we also have a selection of bar stools and benches to choose from. We also provide a bespoke production and design service for any metal products, all of our products are made by hand so we are able to fulfil even the most creative ideas!

Do you supply to residential customers or just the trade?

We supply to both retail and trade. For any information please call +44 (0)20 7971 7871 or email [email protected]

What IP rating do your lights have?

Our wide range of lights have different IP ratings; we cover IP20, IP44 and IP65. We’ve got an Outdoor & Bathroom specific range as well as a Bulkhead range, which are all IP65 rated, which means they’re weather and waterproof. You can view our IP65 rated lights here.

Can the flex for pendant lights be shortened?

All pendant lights come with a 1m Flex as standard. The Globe Collection and 5 Wire Pendants with 2m Flex. Flex can be shortened to your desired length.
If you need longer Flex or a different colour, you can browse our Flex range here.

We offer a rewiring service for £20 per drop, or your electrician can rewire it on site. For rewiring help, please see: How to Rewire an ES E27 Bulb Holder of the Brooklyn range.

Can you supply a longer length of flex?

Yes, we can supply a continuous length of flex which your electrician can adjust on site, it is sold by the metre and delivered in a continuous length. We have a variety of colours available in either round or twisted. Please visit Fabric Flex to see the options. If you’d like to request a sample, please email us at [email protected] and we will send it free of charge.

Which range is suitable for the USA?

All our fittings can be wired to UL wiring; we offer a rewiring service for £20 per fitting/drop, or we can provide unwired components. For the Brooklyn range, we have the UL holders on site and there is no extra charge for that, just confirm your requirements in the notes section when ordering.

Can the shades be bought separately?

The majority of shades can be purchased separately; please choose the ‘Shade Only’ option in the drop down menu.

I would like to cluster 3 or 4 lights together, is there a ceiling rose that can take multiple lights?

We have 1, 3, 5 and 7 outlet ceiling roses available to buy online; you can view the options here. If you would like a different outlet, please contact us to order a bespoke ceiling rose.

Do I need to purchase anything else to be able to install the light?

All pendant and wall lights come as a complete set unless you have chosen the “Shade Only” option. The majority of our holders come with brackets; however, we do not supply installation screws.

Our Orlando and Swan Neck range does not come with a bracket, with these and any other non-bracket lights the necessary installation screws are provided.

It states the light bulb should be 40 Watts maximum. I found the similar light being sold elsewhere it said 60 Watts. Can you tell me if it will take a 60 or higher Watt light bulb?

Our lights take a maximum of a 40W incandescent bulb (except for our Sleek lights that take a maximum of a 25W), the bulbs we sell are 5W LED dimmable bulbs and are equivalent to 40W or 7W LED dimmable bulbs and are equivalent to 60W . If you decide to source the bulb elsewhere, it’s key to ensure they are a maximum of 40W incandescent; they can be any wattage if they’re LED.

Is there any warranty on your bulbs?

All our bulbs have a one-year warranty providing that there is a manufacturing fault.

Do you supply bulbs for a bayonet/E14 fitment?

All our bulbs are E27 fitting; unfortunately, we don’t use B22, bayonet fittings.

Do you have any emergency lights available?

We do not offer emergency lighting, but your electrician can convert our lights using an external battery pack.

Can I have any light in a different finish and how much would that cost?

We offer a bespoke service for the majority of our fittings. Please contact us with your request, and we will be able to let you know if it’s possible and give you a quote.

FAQ - Returns

What is your returns policy?

You have 28 days to return your items unused and in the original packaging. Please find the return policy here.

Why have I been refunded less than I’ve paid?

If your order total drops below the qualifying amount, then the discount will not be applied.

FAQ - Ordering

Can you deduct VAT on my international order?

Yes, we can remove VAT providing that we have your VAT registration number, please email your VAT number to us, and we will set-up the order for you. Please note this is only available for the orders which we are delivering ourselves and wouldn’t apply for the collection. If you are ordering for delivery to a non-EU country, we can deduct VAT.

Are light bulbs included with your light fittings?

Our lights do not come with the bulb, and you can choose the type you like and purchase that separately. You will find suggested light bulb choices for your fitting clearly indicated in the product description of each individual product.

Do your prices include VAT?

Yes – all prices on the website are inclusive of VAT.

Do you offer a guarantee?

Yes, we offer a one-year guarantee on all our light fittings.

Do you offer discounts for large orders?

We keep our retail prices low and products affordable to stay competitive. However, if you are considering placing an order for an unusually large quantity of products, please contact our sales team on +44 (0)20 7971 7871 or email [email protected], and they will be happy to help you.

What payment methods do you accept?

We accept all major debit and credit cards, including Visa, MasterCard, Maestro and Amex. Payment can also be made by BACS, cheque, PayPal and through Apple Pay.

The product I want is out of stock, when will it be back in stock?

We aim to have all stock available at all times. If a product is unavailable, we usually have expected restock dates on the website. However, if this information is not available, please either place your order and we will deliver it as soon as it is back in stock or call our sales team, who will be happy to advise on expected delivery date or offer a suitable alternative that is in stock.

Can I order by telephone?

Yes, our UK-based lighting experts will be happy to help you over the phone. Simply call them on +44 (0)20 7971 7871, our phone line is open Monday to Friday, from 9:00 to 17:00. You can pay by card over the phone, or we will send you an invoice to pay by BACS or PayPal.

I have an order query - who can I contact?

If you have a query, please contact our UK-based support team who will be happy to help you. Simply call them on +44 (0)20 7971 7871, our phone line is open Monday to Friday, from 9:00 to 17:00 or email us on [email protected]

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

Yes, you contact our customer services team to cancel the order prior to dispatch. Once delivered you can return within 28 days. Please contact our team to cancel your order or to discuss alternative options. You can contact us by calling+44 (0)20 7971 7871 or by emailing [email protected]

Can I buy light bulbs and light fittings to take abroad?

You need to ensure that they are compatible with the electricity supply of that country. Our products are produced to meet CE standards and are suitable for use in most European countries. However, before attempting to install and use these products, we suggest checking with a qualified electrician within your destination country to give you accurate information.

FAQ - Delivery

Do you deliver to my area?

We deliver worldwide and throughout the UK including Northern Ireland, Scotland and the Channel Islands. You can enter your address at the checkout to get a price for shipping outside of the UK. If your country is not listed, please call +44 (0)20 7971 7871 or email [email protected] for a delivery quotation.

How will my goods be delivered?

We use DPD and TNT for our delivery service; you should receive a 1-hour delivery slot via text or email. A signature will be required, so please ensure someone is available to sign for your order or instruct the driver via the DPD website or app to deliver to a safe location.

What if I am not in when you deliver?

DPD will endeavour to leave your delivery, signed for by a neighbour or at a safe location if that’s what you requested. If no-one is available, they will return the order to the depot for safe keeping and attempt to redeliver it the next day. Please refer to the calling card for collection or re-delivery information and DPD contact number.  

I have received the wrong items, or my order is incomplete?

In the unlikely event you have received the wrong items please contact our customer services team straight away and let us rectify the order. Please call +44 (0)20 7971 7871 or email [email protected]

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