CHANGES OR CANCELLING AN ORDER
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact us (see contact details below). Please be ready to quote your order number and order date.
Please note that because of the processing speed it may not be possible to make changes to your order once you have placed it.
Please enter your information with care.
Additional items will require a new order to be placed separately.
If you have more than one item on your order, please note that products may be sent out from multiple locations and therefore may arrive separately. However, if you haven't received the entire order as detailed in the order confirmation email sent to you, please contact us (see contact details below). Please allow 6 working days for delivery of your complete order.
If your order arrives and the goods are damaged, please refer to our Returns section.
Please advise us of any returns or damages within 7 days of delivery(see contact details below).
Returned items must be in the original packaging and returned to us in the condition in which it was supplied. Pack the items and original delivery note securely in a box or the parcel used to deliver the item.
Electrical items, such as ceiling pendants must not have been installed or altered in any way. Please ensure you obtain a proof of despatch/Certificate of Posting from the Post Office or Courier returning your item.
Unless the return is due to an error on our part, returning delivery costs will not be refunded.
Please click here to download our Returns Form.
RETURN AN UNEXPECTED DELIVERY
If your parcel includes something you hadn't ordered or you receive a parcel that you didn't order, please download the Returns Form above. If you still wish to contact us then see our contact details at the bottom of the page.
REPLACEMENTS AND EXCHANGES
If you received a defective item and need to replace it for the same item, request a replacement please download the Returns Form above. If you still wish to contact us then see our contact details at the bottom of the page.
If you receive an item that is damaged, please contact us within 7 days of delivery (see contact details below). At that time, you can tell us if you want a refund or replacement.
If your item isn't working properly, please check the product information to ensure your item is installed correctly. If you need additional assistance, you need to request missing pieces or replacement parts, or you need warranty information, please contact us (see contact details below).
CONDITION OF RETURNS
It is important that returned items are in the best possible condition, so please take reasonable care of them and keep all packaging. Items must be returned in the condition in which they were delivered, with all labels intact.
We'll refund any delivery charges you have paid to us, provided you return the full order. Part order returns/refunds will exclude the delivery cost. You will receive a full refund of the price paid for the returned goods provided they are returned to us in the condition in which they were sent. Please see ‘Condition of returns’. We cannot refund any returns postage costs.
Please contact our Customer Services team on 0845 6025810 between 9am and 5pm Monday to Friday (excluding Bank Holidays), or email us at firstname.lastname@example.org.