Frequently Asked Questions
Due to the high number of products we supply, we receive a wide range of questions from our customers. We have based our FAQ’s on products / areas which attract the most enquiries rather than endless pages of information; as we add new products or receive new questions we will update the page accordingly.
If you look browse through the information below and the pages at the bottom of the website (about us, delivery information, etc.) you should find an answer to your question.
If you are unable to find an answer to your request then please get in touch and we will get back to you as soon as possible; furthermore we can update the page with your question so other users can benefit from your input.
Where is my order.
We use a selected group of delivery partners to dispatch our products. All services are First Class or 1–2 day service as standard. If your order is overdue, please get in touch with our team at firstname.lastname@example.org
My item is faulty.
If your order has arrived faulty, please get in touch via the ‘contact us page’ and a member of our team will be happy to help. If you would like to make a warranty claim, please get in touch via the same method, including proof of purchase and a full explanation of how/where the lights have been used so that our team can process your claim as quickly as possible.
My order has arrived incorrect or incomplete.
If something is missing from your order, please get in touch via our ‘contact us’ page and we can dispatch the missing item on a priority service.
Do you offer discounts for large/bulk orders?
Yes. Please get in touch via our email email@example.com with an itemisation of your requirements and a member of the team will get back to you with a bespoke quote.
Returning an item
If you would like to return an item, please get in touch and our team will advise further. Returns typically take 5-7 working days to process. Cut to length LED strip & rope lights cannot be returned as an unwanted item as the LED strip/rope light is custom cut to the customers specification. It can only be returned if the item is proved faulty after being tested.
Exchanging an item
We can exchange an item on condition that the item being returned is unused and in the original packaging ready for re-sale and is within 30 days of the original purchase.
If you require a VAT invoice, please get in touch via firstname.lastname@example.org including in your correspondence the order number and your preferred email address for the invoice to be forwarded to.