Frequently Asked Questions:
How Do I Place An Order?
To make buying through our website as easy as possible we offer a few different ways for you to place an order:
Order online - When you place an order online you will find it easy, fast and safe. During the ordering process changes can be made at each stage. You can order online 24 hours a day.
Call us if you would rather order over the phone; our sales team are available to take your details on 01992 501 398 , Monday - Friday 10:00 - 16:00. Saturday 10.00 – 14.00.
Post Your Order - For details on how to post your order, see contact address below.
What Are My Payment Options
Credit Cards - We accept MasterCard & Visa and American Express
Personal Cheque and Postal Orders - Please print your shopping basket and send it, with your payment, to:
16 Mimram Road
Please note orders paid for with a personal cheque will remain on hold until your payment clears.
Please include a name and address and daytime telephone number with all postal orders.
If you need to send us a purchase order it must be signed and include a delivery and billing address. .
You will receive an order confirmation after you have placed your order, this will be sent to the email address which you have entered during the checkout process. Save or print this order confirmation email and use it as your receipt.
How Do I Cancel My Order
If for any reason you find that you need to cancel an order, or make a change to an order, call us on 01992 501 398, Monday - Friday 10:00 - 16:00. Saturday 10.00 – 14.00. Generally we cannot cancel an order once it has dispatched from the warehouse.
How do I use a Promotional Code?
Promotional coupon codes are sent by us to customers who have joined our mailing list. These codes offer discounts and promotions and should be entered at the final stage of the checkout process.
How Will My Order Be Delivered?
As a leading online retailer we have very good relationships with the most reliable delivery companies in the UK. Products are delivered using the safest, quickest and most reliable method available. Each and every product has its own tailor made delivery method to provide customers with a smooth and trouble free experience.Once your order has been dispatched you will receive an email containing your tracking number. You should keep this tracking number safe and use it to track delivery of your parcel.
Large or heavy products will be delivered by APC, Hermes or UPS. We use Royal Mail for smaller items.
You should make sure you check the parcel for any signs of damage and if you do feel that your item may be in any way damaged make sure you alert the driver and write "Damaged Goods" on the sign-for delivery sheet. We always ask for signature on delivery.
When Will My Order Arrive?
For items on a signed for delivery, these are usually delivered between 3-5 days.
For items on an express delivery, these are usually delivered between 2-4 days.
How Do I Return My Order?
If, for whatever reason, you want to return an item you may do so provided it is within 14 days of receipt and in its original condition. We can not accept returns of items which have been assembled, fitted or in any way modified. We will offer an exchange or a refund of the purchase price (excluding our delivery and handling costs). If returning an item with free delivery the delivery costs we have incurred will be deducted from your refund. If paid for by credit card, we will issue a credit to the credit card used for the original purchase.
(To return items that have arrive damaged or faulty please see our "What If My Order Arrives Damaged?" section below)
Remember: once an order has been dispatched, it cannot be cancelled. If you refuse an order, it will then fall under our standard returns policy.
Please note that certain items are not returnable e.g. made to order products
To use our Standard Return Policy:
Please email firstname.lastname@example.org and include your order number, what product(s) you are returning and your name. Or call us on 01992 501 398, Monday - Friday 10:00 - 16:00. We will give you a returns number and a return address.
Wrap the item(s) carefully. All returned goods must be in original condition and packaging; otherwise, additional charges may be applied.
Return the product using your preferred delivery method to the address you are provided. This may be to our main office or to a distribution centre.
Save your tracking number and email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit.
Please Note: Unless the return or exchange is due to an error on our part, we cannot refund shipping and handling.
Products that are returned must be in "as new" condition with the original packaging. If you have assembled, fitted or in some way modified your products we can not accept returns. Certain products e.g. made to order items, lights/bulbs and batteries cannot be returned.
What If My Order Arrives Damaged?
On the odd occasion an item may be delivered that is slightly damaged, this can happen even though our products are securely packaged. If an item is damaged in any way or you find that some parts are missing, you should call or email us quoting your order number and we will send you a new item or if any parts are missing we will dispatch replacements at no additional charge.
If your item is delivered using one of the large parcel courier companies, when accepting delivery of your item you should check the packaging for any damage, should you spot any damage you should notify the delivery driver and write "Damaged Goods" on the delivery documents. You can then refuse delivery, if you do so please make sure to call or email us so we can organise the return and send you out a new item.
Any claims for damages or short deliveries shall be put in writing by the buyer to the seller within 7 days of receipt of goods otherwise claims will not be accepted.
When should I book my electrician?
You should wait until you have received all your goods, and you are satisfied that everything is okay. We always strive to deliver on time & without damage, but sometimes goods may be temporarily unavailable from the manufacturer, or due to the very fragile nature of many lighting items, breakages can occasionally occur in transit
Can you send me a brochure?
We cannot send you any brochures ourselves, as we simply have too many to choose from and too many requests to send them out. If you have a specific question then just drop us an email or give us a call, we can always help from there.
Do the prices include VAT?
Yes. All costs VAT inclusive and a VAT invoice is sent with all orders.
Do you offer quantity discounts?
Yes, volume discounts available. Please contact us with your particular requirements.
Will you pass on my details to other companies?
Absolutely not, we'll only use the information for handling the order you place. If you tick the little box to receive our newsletter then we'll send you some special deals from time to time, if you don't want to receive this, you can unsubscribe at the bottom of the email, it's all really very simple.
We do not disclose your information to third parties other than when order details are processed as part of the order processing (i.e. our despatch partners). In this case, they will not pass on these details to anyone else.
Is this site secure?
When you place orders, we use a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Our System is Fully P.C.I Compliant
Regarding your credit or debit card details, LED Lightworld has teamed up with leading UK payment processors Payment Sense
Payment Sense e-commerce payment and security services are amongst the most advanced in the industry, employing secure sockets layer (SSL) technology during the on-line ordering process to protect your payment card information. Every transaction processed is checked using fraud control systems in order to validate the authenticity of your payment card and detect indicators of possible fraudulent use, such as an incorrect address or CV2 number.
What happens to my credit card details if I place an order on-line?
When you enter your credit card details, everything you type, is instantly encrypted (scrambled, like eggs). At no time is your credit card number e-mailed or accessible to anyone at payment sense or LED Lightworld
For the Techies: When you place an order through our shopping basket, your personal information is protected by Secure Socket Layer (SSL) encryption technology, the industry standard security protocol for encoding sensitive information. SSL creates a shared digital key, which only lets the sender and the receiver of the transmission scramble or unscramble information. To everyone else, the SSL transmission is indecipherable.
How do I know if I have a 'secure' connection?
To verify your secure connection look for a gold key or padlock on your screen. This is normally displayed as a broken key or open padlock. When you are viewing a secure page the key changes to a solid gold key or the padlock snaps shut confirming a secure connection. You will also notice that the address line in your browser window changes from http:// to https://