Help & FAQs

• General
• Delivery
• Cancellation
• Faulty Goods
• Missing Goods
• Payment
• Guarantee
• Privacy
• Security
• FAQ's

If You have a question, Please feel free to e-mail us and we'll get back to you as quickly as we can...

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 of them. Every. Single. One.

What if I lose my order number or printout?

Relax, stay calm, simply drop us an email or call us and we'll sort everything out for you.

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.

Do you offer quantity discounts?

It depends how much you are ordering! In some cases yes we do. Just give us a call to talk about it, or drop us an email.

Delivery

How long does delivery take?

That's a good question.

Parcels (UK)

We send our lights out using DPD or Royal Mail, both of whom are reliable and careful carriers. Your purchase should arrive the following working day after you receive a dispatch e mail from us. If for any reason there is a delay on this, we will of course contact you straight away so that you are fully aware of the situation.
Our couriers  will deliver the parcel. If you're not in when they come, they'll try to deliver it a second time and let you know when, if you miss the second delivery you can pick it up from your nearest depot, which should be close, they're a pretty big company. Or you can get a 3rd delivery for a little extra. You can also arrange an evening delivery, but it costs extra.

Can I request a certain delivery date?

Parcels

Unfortunately it's not possible to arrange an exact time or date, although if you miss the delivery, our couriers will try and deliver a second time. If you miss the delivery again, you can either collect your light from the local depot or for a little extra cost, arrange a third delivery.

We will, of course, send you an email when the item is dispatched.

What if the delivery address is not the same as the card address?

You'll need to contact us and we'll see what we can do, everything should be okay.

Do I need to assist the driver?

No.  The driver will deliver it to your door, still packaged. He/she is not insured to take it inside your house or upstairs unfortunately. So you will need to arrange getting the items where you need them.

What if you are unable to deliver in the agreed time scale?

Like any other company we may be let down by suppliers, transport, or other reason beyond our control. If we let you down, and the delivery takes longer than 28 days, we will cancel the order and offer a full refund.

Cancellation

What if I want to cancel my order?

Apart form us being a little sad, that's fine. You can cancel your order, in writing, for any reason, at any time within 7 days of delivery as long as you haven't used it.

Do I have to pay anything if I cancel my order?

Only the cost of returning the items to us if you've already received them.

What do I do with the goods if I've received them?

Send them back to us as per our returns policy.

Faulty Goods

What should I do if there are faulty goods in my order?

You should check your order within 48 hours of receiving it and contact us regarding this immediately. We will then arrange replacing the item for you, as quickly as we can.

How should I return faulty goods?

Contact us immediately and we'll arrange returning it to us, please don't just send it straight back! If it's faulty we'll then refund you the cost of the item plus the cost of the return delivery.

Will it cost me anything to return the faulty goods?

It won't cost you anything if the item is faulty, you will have to pay the cost of return delivery initially, but we'll reimburse any reasonable costs.

Where should I send the item(s)?

To us! Our address is:

Lights 4 Living
Unit 4, Westpoint

Chippenham

Wiltshire

SN14 6RB

 

Missing Goods

What if something is missing on my order?

You should check the order within 48 hours of delivery, if there's something missing contact us and we'll sort it out.

Payment

How can I pay?

You can pay by any of the following: Visa, Maestro, Mastercard, Delta, & Visa Electron. We also take Payments by Paypal

We  also accept Payments via Bank Transfer BACS. If you'd like to pay by some other means, give us a call or drop us an email and we'll see what we can do.

When can I pay?

Payment is taken at the time of order.

Guarantee

What guarantee do I get?

We offer a minimum 12 month guarantee even if our manufacturer provides less than that on all of our light fittings, so if anything goes wrong with your light you have the confidence that it will be sorted out A.S.A.P. Unfortunately light bulbs are not guaranteed as some light switches or dimmer switches can cause early lamp failure and also any power surge or spike in the electricity supply will almost certainly blow the bulbs, also many outside lights cannot be guaranteed if installed within 7 miles of the coast. Any light bulbs that are damaged on arrival however will be replaced Free of Charge.

Privacy

We operate a Data Privacy Policy regarding the information we receive from you. When you place an order we obviously ask for certain information including your name, delivery address, payment details, email address and telephone number. This information allows us to process your order and keep you informed of your order status.

Lights 4 Living does all it can to protect your personal information from loss, damage, disclosure, misuse or alteration. Any personal information you provide to us including and similar to your name, address, telephone number and e-mail address will not be released, sold, or rented to any entities or individuals outside of Lights 4 Living (and our dispatch partners).

What details do you need from me?

We need the address you'd like the goods delivered to (this needs to be the same as the cardholder's address), your email, your telephone number and some payment details. We use the email to send you confirmation of your order. We take your phone number just in case there's a problem with your order and we need to contact you urgently.

Will you pass on my details to other companies?

We'll only use the information for handling the order you place.  This means we need to share your information with our supply partners (suppliers and couriers). In this case, they will not pass on these details to anyone else.

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 continue to receive this, you can unsubscribe at the bottom of the email, it's all really very simple.

Security

Lights4Living.com understands that you may have concerns about security. So as to ensure your credit card details are transmitted safely & confidentially, without risk, we have teamed up leading UK payment processors Sage Pay who are Verisign approved.

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, Lights4Living.com has teamed up with leading UK payment processors Sage Pay

Sage Page's  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 Sage Pay 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) by the Sagepay security systems . At no time is your credit card number e-mailed or accessible to anyone at Sagepay or Lights4Living.com

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://