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FAQs

How long does delivery take?

For all stock items your order should be delivered the next working day after we despatch it provided your order is placed before 1.30pm (for UK mainland only). Items that are available for order are generally despatched within 5 - 7 working days. For some manufacturers delivery can be 7-10 working days for example if they are produced in the Netherlands. If for any reason there is a delay beyond these timescales we will of course contact you straight away so that you are fully aware of the situation.

Interlink will deliver your order. If you are not in at the time of delivery they will post a card to your delivery address and you can either arrange to pick it up from your nearest depot or re-arrange delivery. If, however, you miss this second delivery you will be charged a nominal fee.

Can I request a certain delivery date?

Unfortunately it's not possible to arrange an exact time or date. However, Interlink will provide our customers with a one hour delivery window on the day of delivery, so that you do not have to wait in all day for your parcel. Alternatively you can pick it up from their nearest depot. We will, of course, send you an email when the item is despatched.

Although our delivery days are generally Monday to Friday, we can occasionally arrange a Saturday delivery (mainland UK only), however, there is an extra charge for this service.

What if the delivery address is not the same as the card address?

You are given the option to complete an alternative delivery address at the time of ordering. Should this address change whilst your order is being processed please call or email us and we will see what we can do.

What if you are unable to deliver in the agreed time scale?

Like any other company we may be let down by suppliers, transport, or other reasons beyond our control. If we let you down, and the delivery takes longer than 28 days, at your request we will cancel the order and offer a full refund.

Please note that spare parts may take slightly longer – please contact us if you need these items quickly.

Do I need to assist the driver?

No.  The driver will deliver it to your door, still packaged. He/she is not insured to take it inside your house or upstairs, so you will need to arrange getting the items where you need them.

Can I cancel unwanted products?

Yes, you can.

You have a right to cancel your purchase. However, to exercise this right you must notify us in writing, (email or letter) within 7 working days from the day after you receive your goods. We will then contact you to arrange the return and will provide you with a returns authorisation number – you must display this prominently on the outer packaging – not on the product’s own box.

If the goods are not faulty in any way, then you are responsible for the return carriage costs.

Occasionally we may agree to collect the goods and pass on any cost to you; in this case you are responsible for the goods until we receive them.

A telephone call is not a valid cancellation. No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used your product, unless the product is defective and you are returning it for this reason.

As we pride ourselves on selling first quality lights, any non-faulty goods must be returned in the condition that they were sent to you to enable us to resell them.

This means that they must:-

  • - be returned in the original packaging / box, together with any instructions and lamps that were included;
  • - the product box should not be defaced in any way so an outer box must be used to write any return address and returns authorisation number on;
  • - the product must be in the condition in which it was received and must not have been assembled, fitted or altered in any way;
  • - you must take reasonable care to ensure the goods are not damaged in the meantime or during transit.

Failure to observe the points above may result in an inability for a refund to be given.

It is your responsibility to ensure that goods are received by us within 7 days after the refund authorisation has been granted.

Can you send me a brochure?

Unfortunately, we cannot send you any brochures, as the number of suppliers we use is extensive. If you have a specific question then just drop us an email or give us a call, we are always happy to help.

Do the prices include VAT?

Yes, all prices include VAT.

What if I lose my order number or printout?

Simply drop us an email or call us and we'll provide you with your order number.

When should I book my electrician?

You should wait until you have received all your goods, and you are satisfied with your goods. We always strive to deliver on time and without damage, but sometimes goods may be temporarily unavailable from the manufacturer, or due to the very fragile nature of lighting items, breakages can occasionally occur in transit.

Do you offer quantity discounts?

It depends how much you are ordering. In some cases yes we do. Just give us a call to talk about it, or drop us an email. You can also use our Price Beater facility on the site.

What if I want to cancel my order?

You can cancel your order, in writing, for any reason, at any time within 7 days of delivery as long as you haven't used or fitted the item.

Do I have to pay anything if I cancel my order?

Only the cost of returning the items to us and the original delivery charge, if you've already received them.

What do I do with the goods if I've received them?

Send them back to us as per our returns policy.

What should I do if there are faulty goods in my order?

You should check your order within 48 hours of receiving it and contact us regarding this immediately. We will then arrange replacing the item for you, as quickly as we can.

How should I return faulty goods?

Contact us immediately and we'll arrange returning it to us, please don't just send it straight back! If it's faulty we'll then refund you the cost of the item plus the reasonable cost of the return delivery. Please check with us before returning the goods as our courier may be a more cost effective option.

Will it cost me anything to return the faulty goods?

It won't cost you anything if the item is faulty, you will have to pay the cost of return delivery initially, but we'll reimburse any reasonable costs.

Where should I send the item(s)?

Our address is:

Refined Lighting Limited,

95 Bawtry Road

Bramley

Rotherham

South Yorkshire

S66 2TW



What if something is missing on my order?

You should check the order within 48 hours of delivery, if there's something missing contact us and we will sort this out.

How can I pay?

You can pay by any of the following: Visa, Visa Debit, Maestro, MasterCard, Delta, & Visa Electron. We also accept BACS payments – please contact us for further information.



We also accept cheques or cash although we would rather you did not post cash for obvious reasons. All cheques must have cleared before we will release the goods to you. If you'd like to pay by some other means, give us a call or drop us an email and we'll see how we can assist.

When can I pay?

Payment is taken on the day of despatch.

What guarantee do I get?

We offer a minimum 12 month guarantee. Unfortunately light bulbs are not guaranteed as some light switches or dimmer switches can cause early lamp failure and also any power surge or spike in your electricity supply will almost certainly blow the bulbs. Any light bulbs that are damaged on arrival, however, will be replaced free of charge.

What details do you need from me?

We need the address you'd like the goods delivered to (this needs to be the same as the cardholder's address, although in some instances we can arrange for goods to be delivered to an alternative address such as a work place – please call or email us to arrange this), your email, your telephone number and some payment details. We use the email address to send you confirmation of your order and for our courier to email confirmation of delivery. We take your phone number just in case there's a problem with your order and we need to contact you urgently.

Will you pass on my details to other companies?

Absolutely not, we'll only use the information for handling the order you place. We do not disclose your information to third parties other than when order details are processed as part of the order processing (i.e. our couriers).

How secure is the website?

Directlight.co.uk understands that you may have concerns about security. When you place orders, we use a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Our system is fully PCI Compliant.



Regarding your credit or debit card details, Directlight.co.uk has teamed up with leading UK payment processors Sage Pay.



Sage Pay's e-commerce payment and security services are amongst the most advanced in the industry, employing secure sockets layer (SSL) technology during the online ordering process to protect your payment card information. SSL creates a shared digital key, which only lets the sender and the receiver of the transmission scramble or unscramble information. To everyone else, the SSL transmission is indecipherable.

Every transaction processed is checked using fraud control systems in order to validate the authenticity of your payment card and detect indicators of possible fraudulent use, such as an incorrect address or CV2 number (the last 3 digits of your security number on the reverse of your card).

What happens to my credit card details if I place an order online?

When you enter your credit card details, everything you type is instantly encrypted by the security systems. At no time is your credit card number e-mailed or accessible to anyone at Directlight.co.uk.





How do I know if I have a 'secure' connection?

To verify your secure connection look for a gold key or padlock on your screen. This is normally displayed as a broken key or open padlock. When you are viewing a secure page the key changes to a solid gold key or the padlock snaps shut confirming a secure connection. You will also notice that the address line in your browser window changes from http:// to https://.

Your question not answered by the above?

Please feel free to call or email us if your question is not answered by the above.

 

 

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