GENUINE QUESTIONS WE GET ASKED EVERY WEEK

Q. What is the best way to make contact with you?
A. By e-mail or by telephone. Our dedicated Customer services team will sort out any issues. A.S.A.P.

Q. What are your contact details?
A. Our e-mail address is info@directlight.co.uk.
Telephone: 0117 955 2223
Fax: 0117 954 2487

Q. How do I go about returning a faulty item?
A. Please use COSMOS and fill out a returns form online. You will need to login with your email address and the 8 digit order number e-mailed to you after checkout. Once your return is registered, we will send you details of our returns address. Please note we will only handle returns and refunds as per our terms and conditions (see section 4). Please note that broken glasses and/or missing parts do not constitute a faulty item and these will be replaced where necessary.

Q. I've bought a light from you but it doesn't suit my requirements, may I return it?
A. As logn as you have been in possession for seven working days or less, you may return for a refund for any reason. Please use COSMOS to fill in a returns form online. You will need to login with your email address and the 8 digit order number e-mailed to you after checkout.

Q. When can I expect receive my delivery?
A. Most orders are processed and despatched within five working days, excluding weekends.

Q. Will you keep me informed on what´s happening with my order?
A. We will only contact you to reply to your e-mail for additional information or if we are experiencing any problems in processing your order.

Q. Do you deliver in the evenings and on weekends?
A. We deliver up to 6pm in the evening and by prior arrangement on Saturdays. (Subject to stock availability and any additional carriage costs being met).

Q. Can you leave my delivery with my neighbour/friend etc.?
A. Not as a rule! But if there are exceptional circumstances, please contact us.

Q. Can you deliver to anywhere?
A. Unfortunately, we are only able to deliver to the UK, Ireland and Channel Islands at this time.

Q. Can you guarantee next day delivery?
A. We can providing the item is in stock. Providing the next day is not a Sunday and the address is not the North Pole. But in reality every courier will let you down from time to time.

Q. Do you have a lighting showroom where I can see your range?
A. Yes - we have a directlight showroom in Gloucester on Bristol Road, not far from Toys R Us - please call 01452 380070 for more information. We have recently opened our newest Lighting Showroom in Bristol, on Cheltenham Road, not far from the train arches - please call 0117 955 2223 for more information.

Q. Do you sell off any lighting cheap as end of line products?
A. YES! We sell off all our discontinued lines through our retail lighting shops, sometimes at less than the original cost price! - So why not call in and grab yourself a bargain. Unfortunately we do not enter into any discussions with regards to the retail lighting shop sales from our web sites customer services dept.

Q. Can you add a longer chain and flex to the light fitting that I am interested in as my ceilings are sixteen feet high?
A. Yes in nearly every case. Please contact us with details prior to placing an order as there may be an additional nominal cost incurred.

Q. I have taken receipt of my light fitting from you, Thank you. The chain and flex are to long as my ceilings are only 7ft high.
A. Yes. You are able to remove every chain link bar one! And you can cut the flex accordingly.

Q. Do you have a customer services telephone number?
A. Yes, you can call us Monday to Friday, 9am to 5pm, on 0117 955 2223.

Q. I have seen a light fitting on another web site, but I can´t find it on yours, can you find it for me?
A. As long as we can identify it we can probably supply it to you and at a better price.

Q. How quickly will you refund me if I have a problem?
A. Once we have the product back in line with our terms and conditions, within 48hrs on average.

Q. Can I cancel the order that I have just placed over your web site, in error?
A. Yes of course.

Q. Can I cancel the order that I placed over your web site, a few days ago?
A. Yes of course. If we have already despatched it you may have to take receipt of it and return it to us under our terms and conditions.

Q. I am a lighting engineer and I find that your website lacks technical info?
A. Our website is designed to make shopping enjoyable and convenient. If you require more technical information please look at the links under ABOUT US or contact us.

Q. If I see a light fitting I like in a retail shop, can I buy it from you cheaper?
A. As long as we can identify it we can probably supply it to you and at a better price.

Q. Do you offer full design Service?
A. Yes subject to the normal restraints of business.

Q. I need my factory lighting - kitchen lighting -bathroom lights - garden lights rewired can you help me?
A. Yes. But only with supplying the products and with limited advice.

Q. I would like more information about a fitting before I buy it?
A. Either contact us or check out our trading partners web sites under ABOUT US.

Q. How long have you been trading?
A. Seventeen years, est.1989.

Q. Can I get a better deal on your web site if I am going to place a large order?
A. Yes in some cases. Please contact to us.

Q. Will you supply Schools and local Authorities using purchase orders?
A. Yes by prior arrangement. Please contact us prior to placing an order.

Q. Will you be putting more products on your web site?
A. We add to our website range on a daily basis.

Q. I saw a product on your website a few weeks ago, and now I can´t find it?
A. It may be discontinued from our range or we may have replaced it with an alternative item - please contact us and we will do our best to locate it.

Q. I´ve seen the same item on another web -site a little cheaper, but I want to buy it from you. - What can you do about it?
A. Well we will probably better the price and offer you a little something extra as you are the best kind of customer we can hope for.

Q. Do you supply your low voltage recessed ceiling lights with a transformer?
A. Sorry, No. Most low voltage systems require a bit of thought prior to installation. You will need to consider over what ceiling area the installation will cover and how many fittings you intend to switch at once etc... Please contact us we are happy to assist you.

Q. How much light do I need to light up my room?
A. It depends on how you wish to use the room.
Using this as a guide only - and providing that you have average height ceilings (max 8ft / 2.4mtrs) and proving that the room has light walls, carpets and a white ceiling! On average living rooms or bedrooms require 1 watt of light per square foot and kitchens / utility rooms require 2 watts of light per square foot. (Kitchen 7´ 6" white ceiling cream walls wooden floor measuring 10ft x 9 ft = 180watts. Approx) Subject to personal preferences.

Q. Can I use a dimming light switch on all your light fittings?
A. You can dim all incandescent lamps, standard light bulbs - candle lamps etc...
You can also dim mains halogen lamps - G9 & GU10 types, but you may have to de rate the dimmer switch by up to 50%, i.e. if the light fitting has 200 watts of mains halogen lighting, you may need to use a dimmer switch rated at 400watts. Most but not all low voltage multi arm, multiple light fittings can be dimmed. But we know what can and what can´t, so please contact us if you are in doubt.

Q. I purchased low voltage, multiple arm, multiple light fitting form you and my dimmer is buzzing - What´s wrong with the light?
A. 99.9% of the time there is nothing wrong with the light fitting supplied; it is normally an incompatibility problem with your dimmer switch and the new light fitting. Always contact us prior to installation if in doubt.

Q. I have received my special order and I no longer need it - what can I do?
A. As the order has been manufactured especially for you we are unable to exchange, replace or refund you. Sorry!

Q. I have purchased a light fitting from you and now it has been fitted I don´t think I like it. What can you do about it?
A. Unfortunately our no-quibble 7 day return does not apply to items that have been fitted. We regret we cannot accept returns in this case. Of course, we will accept returns of faulty items, subject to our terms and conditions.

CEILING SWEEP FANS QUESTIONS & ANSWERS

Q. WHAT SIZE CEILING FAN SHOULD I CHOOSE FOR MY ROOM?
A. 76cm/30" blade size for rooms up to 10sq mtrs
A. 105cm/42" blade size for rooms up to 15 sq mtrs
A. 132cm/52" blade size for rooms up to 25 sq mtrs

Q. HOW DO I CHOOSE THE CORRECT DROP ROD LENGTH?
A. For optimum air circulation it is most effective to have the blades 2.4m-2.7m above the floor, most fans are supplied with a 4"/100mm drop rod. If your new fan is being installed into a conservatory with an apex roof you will require a longer drop rod. All longer rods are supplied with a longer wiring lead as standard.

Q. HOW DOES A CEILING FAN COOL OR WARM A ROOM?
A. Ceiling fans can make a room feel cooler by up to 8 degrees by creating a wind chill factor. Likewise running the fan in reverse can re-distribute the hot air that becomes trapped at the ceiling, making the room feel warmer.

Q. WHICH DIRECTION SHOULD MY CEILING FAN GO FOR WINTER OR SUMMER?
A. Clockwise for winter and counter-clockwise for summer.

Q. WHY SHOULD I CONSIDER A REMOTE CONTROL UNIT?
A. Remote controls are very useful in situations were you have limited access to the fan, ie conservatory ceilings, etc... you are also able to dim the lights on your ceiling fan from the remote controller.

Q.WHAT IF MY CEILING FAN BLADES DO NOT MOVE FREELY?
A. Before installing the blades onto the motor housing, ensure you have removed any plastic transit spacers. Failure to do so could result in a damaged motor. The ceiling fan blades should be able to move freely before any power up.

Q. WHAT IF MY REMOTE CONTROLLED CEILING FAN DOES NOT WORK AFTER I HAVE INSTALLED IT?
A. If your remote controlled fan does not work, first check to make sure the power lead is plugged into the remote unit installed on the ceiling, then make sure the lead from the motor via the drop rod is plugged into the other lead on the unit (don´t mix these up they are marked). Then make sure both the fan pull chain switch and the light kit pull chain are in their highest settings. Check the battery is also fitted in the hand held transmitter.

Q. CAN I USE A REMOTE CONTROL UNIT AND A WALL SPEED CONTROLLER TOGETHER ?
A. No, but please note that if you use a remote controller you can use a standard light switch in conjunction with the unit.

Q. HOW MANY CEILING FANS WILL MY WALL CONTROLLER OPERATE?
A. Wall mounted controllers can operate up to 4 ceiling fans, but if your wall controller has a light switch, we only advise 1 ceiling fan per controller, due to the increased wattage/load on the controller.

Q. HOW DO I RESET MY REMOTE CONTROL UNIT?
A. If you have a "Westinghouse fan", rotate the fan on to the highest setting and switch the light kit on (both via the pull chains) leave the fan running for approx 1 minute. Turn the power off to the fan and leave for approx 1 minute, then turn the power back on to the fan and press 1 on the remote hand unit.

Q. WHY IS THE REVERSE SWITCH ABOVE THE BLADES?
The reason is because if a ceiling fan was running at the highest setting and then the reverse switch was switched it would cause damage to the motor. This is also the reason why manufacturers do not supply a wall or remote reversing unit.

Q. WHAT IF MY NEW CEILING FAN MAKES NOISE WHILE RUNNING?
A. New fans sometimes require a running in period. Run your fan on a high speed continuously for several hours.

Q. WHAT IF MY CEILING FAN IS WOBBLING?
A. All blades are weighed and grouped by weight.
Some natural woods vary in density, which could cause the fan to wobble.
The following procedures should eliminate most of the wobble.
1 - Check that all blades are screwed firmly into blade holders.
2 - Check that all blade holders are tightened securely to the motor.
3 - Make sure that the canopy and mounting bracket are tightened securely to the ceiling joist.
4 - If blades wobble is still noticeable, try interchanging two adjacent blades, which can redistribute the weight. If you continue to have problems - please do not hesitate to contact us for more assistance.

NOW FOR THE ODD QUESTIONS!
WITH REPLIES

Q. Do you like “STAR TREK”?
A. With all due respect! You may have too much time on your hands. I think you are on the wrong web site.

Q. Can you sell me some lights for my house?
A. Yes!!!!

Q. I need some extension wire to go from my plug socket in the kitchen to go to the new floor light I bought from you that’s in my hallway. How much will it cost me?
A. Please give us more information – the length required?