Help / FAQ's

Help/FAQ

Here you'll find answers to some of the most frequently asked questions our customers ask us.
Just click on a topic of your choice for direct navigation. Alternatively, you can speak to a member of our customer services team by calling 020 8952 3444.

1. Do your prices include VAT?
2. Where can I get more information on a product?
3. What payment methods do you accept?
4. Do you store my credit card details?
5. Will you automatically send me follow up correspondence once you have my personal details?
6. What do you charge for delivery?
7. How will I know when to expect delivery of my order?
8. What if I'm not home when you deliver?
9. What is your returns policy and procedure?
10. Where is your company based?
11. Do you carry spare parts?
12. Does the light I buy come with a warranty?


1. Do your prices include VAT?
Yes, all our prices include VAT at the current rate, so you don't get any unpleasant surprises at checkout.

2. Where can I get more information on a product?
Here at Netlighting we aim to upload detailed specification on all our products. Should you require further information on an item, please don't hesitate to contact us by phone on 0208 952 3444 or email info@netlighting.co.uk and one of our advisors will be happy to assist you.

3. What payment methods do you accept?
We accept Visa, Mastercard, Delta and American Express credit/debit cards, Paypal transactions and cheques.  For international transactions, we accept payment made by Bacs transfer only.

4. Do you store my credit card details?
When placing your order with Netlighting, you are taken to the Sage Pay website to enter your payment details on their secure server.  We release your payment on despatch of your order by accessing our Sage Pay account.  Each transaction can only be released once and only an amount up to and including the amount of the original transaction.  Once the transaction is complete, your credit/debit card details are NOT kept or stored for any amount of time.  We NEVER have access to your actual credit card details. 

5. Will you automatically send me follow up correspondence once you have my personal details?
No, we will never use your personal details for any other purpose aside for processing your order, unless you specifically ask us to.  If you wish to hear all about the latest offers & promotions at Netlighting, you can subscribe to our newsletter by following the cues on the upper right hand side of our web pages.

6. What do you charge for delivery?
We offer FREE DELIVERY on orders over £75! to UK Mainland.
Standard Delivery Service for orders under £75 are charged at £7.99.
Express Delivery Service is just £14.99.
Standard delivery charge applies to UK Mainland only. Orders to Scottish Western Isles, Northern Ireland, Eire, Isle of Man, Isle of Wight, Guernsey and Jersey are charged at £15.00.

Orders to many European destinations including Belgium, Denmark, France, Germany, Monaco and the Netherlands are charged at £15.00.
For all other International destinations, please call us on 020 8952 3444 or email us at info@netlighting.co.uk and one of our advisors will be happy to assist you.

7. How will I know when to expect delivery of my order?
When you place an order, we ask you for your email address so that we can send you tracking details of your parcel the day prior to delivery. You will generally be able to track the status of your order by logging on to the UPS website.

8. What if I'm not home when you deliver?
We will usually despatch your order using the UPS Standard Next Day Service, for scheduled day definite delivery in the UK before close of business the following working day.  UPS deliver between the hours of 9.00am and 5.00pm, Monday to Friday. In the event that you are not home to accept a delivery, they will leave a calling card requesting that you contact them directly ASAP to rearrange delivery.

9. What is your returns policy and procedure?
Cancellation:
In the event that an order is cancelled after it has already been despatched, notification must be made in writing by the customer within 7 days of receipt of goods either by email, fax or post to Netlighting Ltd.  Your request will be acknowledged within 5 working days.  Goods can only be accepted back for a refund providing that they have not been used or installed, are in as new condition and in undamaged original packaging.  The cost of returning these goods is at the expense of the customer.  PLEASE BE AWARE THAT GOODS SHOULD NOT BE RETURNED UNTIL WE HAVE CONTACTED YOU OR WE SHALL NOT BE ABLE TO PROCESS YOUR RETURN.
 
Faulty or incorrect goods:
In the unlikely event of you receiving faulty goods or goods supplied by us incorrectly, please contact us. Notification must be made in writing within 7 days of receipt of goods either by email, fax or post to Netlighting Ltd. All complaints will be acknowledged within 5 working days. Arrangements for the collection of faulty goods or goods sent by us in error will be made by Netlighting Ltd. Prior to the replacement or refund of faulty/damaged goods, images of the fault (where relevant) or breakage will be required.  Netlighting Ltd will then either arrange collection of faulty/damaged goods or authorise disposal.  Once the returned goods have been received and assessed by us, you will be offered a refund or a replacement. PLEASE BE AWARE THAT GOODS SHOULD NOT BE RETURNED UNTIL WE HAVE CONTACTED YOU OR WE SHALL NOT BE ABLE TO PROCESS YOUR RETURN.

Unsuitable goods:
In the event that goods received are unsuitable and you wish to return them, notification must be made in writing by the customer within 7 days of receipt of goods either by email, fax or post to Netlighting Ltd.  Your request will be acknowledged within 5 working days.  Goods can only be accepted back for a refund providing that they have not been used or installed, are in as new condition and in undamaged original packaging.  The cost of returning unsuitable goods is at the expense of the customer.  Notification must be made in writing within 7 days of receipt of goods either by email, fax or post to Netlighting Ltd.  PLEASE BE AWARE THAT GOODS SHOULD NOT BE RETURNED UNTIL WE HAVE CONTACTED YOU OR WE SHALL NOT BE ABLE TO PROCESS YOUR RETURN.

10. Where is your company based?
Netlighting is based in Edgware, Middlesex. All the products we sell are shown on our website, so you get to benefit from portable shopping without the need for a printed catalogue.

11. Do you carry spare parts?
We understand that there may be reason to require spare parts such as shades or crystals for the lights you buy from us.  When this service is needed, we will do our best to source these for you and assist you accordingly.

12. Does the light I buy come with a warranty?
All our products come with a 12 months manufacturer's warranty which covers against manufacturing faults and defects.
In the unlikely event of damages occurring in transit, please see our returns policy.