Frequently Asked Questions

This could be due to any of the reasons below:

1. The email address entered does not match due to a typing error → Please make sure the email address typed is correct. Make sure you are using the email address previously registered with the website.
2. The password entered does not match due to a typing mistake or a space at the beginning or end of the word → Please make sure the password typed is exactly as it was originally set including the uppercases and lowercases
3. This is your first time using the website despite being an existing customer → You will need to register your account in order to access the site.
4. You forgot the email address or password registered → Please click on “Forgotten Password” below the password field

Please note that both email address and the password are case sensitive.

We permit our customers to sell our products on their own websites and local marketplaces. We strictly forbid customers to sell on Amazon and eBay. Note that breach of this rule will result in automatic and permanent suspension of your account without any warning.

We encourage our customers to make all orders online to avoid any confusion or misinterpretation. This is particularly important leading up to Christmas as the phone lines get extremely busy. We are of course available on the phone should you have any questions or require assistance.

Out of stock items means that the product is out of stock and although we have no confirmation of when the product will be back in stock, it will come back in stock. Keep an eye out for our newsletters when we will advise if items are back in stock. Alternatively, register your interest with us so we can put you on a waiting list and keep you informed.

Sold Out items mean that unfortunately the product is out of stock and has been discontinued. These products will stay on the website for a limited amount of time before being deleted.

Check to see if any of the items in your basket (usually out of stock or sold out items) are labelled with three asterixes ***. If so, remove these items from your basket so you can progress to checkout.

We offer free delivery to U.K. mainland on orders over £450 excluding VAT. Any orders less than that incurs a £10 carriage fee.

For all other locations outside mainland U.K. carriage will be calculated according to the size of the order and to the location that it will be shipped to. We can only estimate the cost once we receive the full order. The exact shipping cost will be added/confirmed in the proforma or invoice.

Each of our products have a different minimum quantity and must be ordered in multiples of this quantity. This information is listed below the product price on the product description page.  Unfortunately, we can not allow for different quantities to be ordered.

For U.K. mainland orders, once your order has been processed it takes 1-2 business days throughout most of the year. During the festive season, it can take longer due to increased volume.

International and EU orders will take longer and the time can vary between 3 - 7 days depending on where you are.

We ship to most locations but not all.

If your shop is located in the Scottish Highlands, Ireland, U.K. Islands, EU, and the rest of the world please get in touch for an estimation of the delivery charge. Delivery to these locations vary according to each location and it's highly dependent on the order size and weight. Charges are calculated on a 60cm x 60cm box basis with a weight limit of up to 20Kg. The delivery cost will be included in your proforma.

Sometimes packages are missed by our courier service. If you are missing a box please wait 24 hours in case the missing box is delivered to you later on. If your missing item still has not been delivered or your delivery is incorrect please email [email protected] with details of your missing item (invoice number, product name, and product code) or details and photo evidence of the item delivered in error.

Email us at [email protected] us to discuss your case. Please be aware that returns back to Lightstyle London are paid for by the customer. We are unable to refund postal fees. Note that you are responsible for ensuring the products arrive in perfect condition back at Lightstyle London warehouse. Any damage that occurred in transit will forfeit your right to a credit note for the damaged product.

In order to be eligible to return products the following conditions must be met:

1. Returned products MUST be in their original packaging AND outer packaging.
2. We can only access full cartons. If any quantity of a carton has been sold, that carton is not eligible to be returned
   
3. We will NOT accept returned products that have been damaged (including damage that occurred during transit)
4. Returned products MUST NOT have your own stickers, price labels or any other markings on the packaging.
   
   
   
   
   

Please test the product to confirm it is faulty. In our experience more often than not a product that doesn't turn on is due to inadequate batteries or a plug that wasn't screwed/plugged properly.

If the product has been tested and the fault confirmed, please email [email protected] with details of the fault and product code/name so it can be identified. Please include photos and videos (for "not working" cases) demonstrating the fault. Once the fault has been accepted, a credit note will be raised.

Please email [email protected] detailing the fault and confirming the product code and name. Please include photos and videos demonstrating the fault. Once the fault has been approved, a credit note will be raised.