FAQs
Products
Do you make all your products?
We are a small marketplace which means we work with a few brands who make their own beautiful products, often by hand or made to order. We may hold stock for some items. So when you place an order with us, stocked products are shipped directly from our warehouse. When the product is made to order, it is shipped directly by the brand.
How do I know if a product is made to order?
Made to order products should be listed as such on the product page and are often accompanied by a lead time. Please note these products are non-returnable, unless they arrive damaged or with a fault. For more information on this, see our Shipping & Returns page.
What is the lead time for a made to order product?
This can vary from product to product. All lead times are noted on the product pages and are to be treated as a guideline in case of early or delayed dispatch. In the case of a delay, we will endeavour to notify you as soon as possible.
A product I'd like to order is out of stock. Will it be coming back in stock?
It depends on the product! Most products are restocked by our brand partners every few weeks so it’s worth checking back or emailing us on <> for confirmation.
Orders
I have placed an order but have not received a confirmation email. Where is it?
If you haven’t received a confirmation email, it’s always best to check your junk or spam folder in case it's stuck in there! If you still can’t find it, email us on <> so we can check for any errors and resend.
I have made an error in my order. How do I amend it?
If you have made an error on your order, email us on <> with your order number as soon as possible. We can amend the name and shipping address on your order if it has not been dispatched. If you would like to change the order itself, we must cancel your original order and then you can place another one. Please note that we can only cancel orders which have not been fulfilled.
Payment & Security
What forms of payment are accepted?
We currently accept payments through Visa, MasterCard, Maestro, American Express, PayPal and Apple Pay. We also accept payments via Bank Wire Transfer through our Sales Team, please get in touch for more details.
How do you guarantee my card details security and data privacy?
All credit card payments are processed through Stripe Payments which utilises a high-powered security system.
Our website has a certificate issued by Sectigo RSA guaranteeing that your transactions are secure.
Every time you enter an area of the site that carries or requires sensitive information - such as your credit card details - an icon resembling a padlock will appear somewhere within the browser window dependant on the browser you are using. You will also see the address bar turn green. Both indicate that the site is secure. You can click on the padlock to see more information.
Shipment & Tracking
Do I get a tracking number?
Once your order has been dispatched you will receive an email confirming this along with a tracking number. It may happen that larger orders are sent on a pallet. For these a tracking link is not always available.
When will my order be dispatched?
Most orders are dispatched directly from our brand partners within 72 hours unless a lead time is stated on the product page. Please refer to the product information for more details on lead times and specific delivery information.
Please note our brand partners will occasionally close for business and pause fulfilment. This will be clearly noted on their product pages, and your order will be dispatched as soon as they reopen.
How long will it take for my order to arrive once dispatched?
Most of our brand partners ship with DHL or DPD who aim to deliver in 2-5 working days after dispatch. More information can be found via the tracking number and link we email upon order dispatch.
If you haven’t received your order and it’s been longer than 7 days, please email us on <> and we can look into it for you.
I have received only a part of my order. When will the rest of it arrive?
All orders placed through our site are shipped directly by our brand partners, so if you have ordered products from more than one brand they will arrive separately. You will receive a shipping notification with tracking details for each part of your order.
My order has arrived but something is missing. What can I do?
If you have placed an order with the same brand, and you are missing a part of your order, email us on <> as soon as possible. We will reach out to the brand to find out what has happened. In the unlikely event they have forgotten to include part of your order, we will arrange to have it shipped out as soon as possible.
What happens if I'm not in to receive my order?
If you are out when the courier tries to deliver your order, they will either leave a notice and deliver your order to a local access point for collection, or reattempt delivery the following day if you don’t live near an access point.
We recommend that you check the tracking number for more information or get in touch with us at <>.
The tracking link says my order has been delivered but it hasn't. Where is it?
If you have received a delivery notification, but your order hasn’t arrived, it has most likely been delivered to an access or collection point due to a failed delivery attempt. The courier should leave a notice with more information, or you can check the tracking number to see where your order has been delivered to.
In the rare situation that an order has been marked as delivered but hasn’t arrived or been delivered to a collection point, please email us on <> as soon as possible (no later than 7 days) so we can open an investigation with the courier.
I think my order has been lost. What do I do?
If you haven't received your order and the tracking information hasn't updated since it was dispatched, please email us on <> as soon as you realise so we can look into it further and open an investigation with the courier.
We ask that you kindly bear with us while the courier looks into the whereabouts of your order as they often locate it after an investigation is opened.
Cancellation / Returns / Delays
How do I cancel an order?
If you wish to cancel an order before the order has been processed please email us at <> as quickly as possible quoting your order reference number.
If the order has already been acted upon you will need to follow the instructions in ‘Your rights to end the contract' in section 9 of our Terms and Conditions.
How can I exchange an item or return it for a refund?
If the product is not upto your expectations, you can exchange or return it within 14 days of receiving it free of cost given that it arrives back in the same condition as you received it in.
Please email us to let us know your reasons for returning. When sending any item back to us, it is important that you save all the original packaging.
Please ensure that it is packaged as it was when it arrived with you. Our Customer Care Team can provide guidance on this.
Please see section 10 of our Terms and Conditions for more details on how to return your goods and receive a refund.
What do I do if my item arrives damaged?
If your goods arrive damaged or faulty, we are here to fully support you. If the goods arrive in a way you were not expecting, please ensure you let us know as soon as possible, and always within 2 days of receipt of your product(s).
All claims are handled by our Customer Care Team, so should you face any issues please ensure you email the team directly at <> or fill in the form on our damages, faults, and errors page.
Please provide us with the following when raising a claim:
- Images of the product received (demonstrating any damages/faults/errors).
- Images of the packaging (demonstrating how the item/s were packaged inside on arrival as well as showing any damage the packaging has suffered).
- Images of any packaging labels (both brand labels as well as courier labels).
- Images of any labels or stickers on the product itself.
Please advise us of our full order number so we can easily find the order on our system.
Our Customer Care Team will aim to confirm receipt of your email within 48-72 business hours, following this a resolution should be provided to you within 5-7 working days. Time must be allowed for investigation by us, as well as the brand and delivery agents before a resolution can be provided.
The return of goods may be necessary under the claim. When sending any item back to us, it is important that you save all the original packaging. Please make sure it is packaged as it was when it arrived with you. If the packaging was damaged, extra packaging may be required. Our Customer Care Team are on hand to give guidance on this.
My order is delayed. What do I do?
We are sorry you have not yet received your order. We provide estimated production time frames to give you guidance on when your order is expected to arrive. However, there are sometimes circumstances beyond our control which means that these are subject to change. We work closely with our suppliers to ensure that delays are kept to a minimum but there are times where they are unavoidable.
Our Customer Care Team aim to contact you with a delivery ETA 14 days after your order has been placed. We will try to give you as much notice as we can if a delay has affected your order. If you would like an update on your order status, please email us at <>.
General
What is ?
is the place to discover and shop unique lighting fixtures. We are a marketplace which means we work with a few small to medium sized brands who make all sorts of beautiful lights, often by hand or made to order. We take great pride in the brands we work with and hope you will love them just as much as we do!
I have emailed about a product/order and not received a response yet. Why?
While our team aims to respond to all product or order enquiries within 48 hours, there can be additional delays in our replies if we are waiting on further information from a brand or courier. Occasionally our replies can also end up in junk folders, so please ensure to check before following up.