Frequently Asked Questions - FAQ
Product Information
Technical Information
Product Guarantee
General Information
Orders FAQ
Placing & Managing Orders
How do I place an order online?
To place an order on Lamp Genius:
- Click "Add to Cart" on the product page.
- Access your cart by selecting the basket icon at the top right of your screen.
- From there, choose to pay with PayPal or click "Proceed to Checkout."
- Fill in your billing, delivery, and payment details, then confirm the order. You'll receive a confirmation email once your order is placed.
Can I add items to an order after it has been placed?
Yes, you can add items to your order by contacting customer service before it’s dispatched. However, adding items may delay the shipment depending on product lead times and warehouse location. We recommend placing a separate order to avoid delays in your initial order.
How can I change or cancel my order?
Please get in touch with customer service to request a change or cancellation. If your order has already been dispatched, we won’t be able to modify or cancel it. In that case, you’ll need to follow the returns process outlined on our website.
What should I do if I don’t receive an order confirmation?
First, check your junk or spam folder in the email you provided. Ensure there are no spelling mistakes in the email address you entered. If the confirmation is still missing or you entered an incorrect email, please get in touch with customer service for assistance.
Tracking Your Order
How can I track the status of my order?
You can track your order by logging into your account on the "My Account" page. Once your order has been shipped, you'll receive a tracking email with details to follow your delivery via our courier. Please note the lead times for each product, which can be found in your order confirmation email.
What if my order hasn’t arrived yet?
If you haven't received a dispatch confirmation, your order is still on the way to our shipping warehouse. Once dispatched, you'll get a tracking email from our courier to check the parcel's status. If you've received dispatch confirmation but still haven't received your parcel, or if you're having issues with the courier, don't hesitate to get in touch with our customer service team. We'll liaise with the courier on your behalf to resolve any delivery issues.
Payment FAQ
Payment Methods and Issues
What payment methods are accepted?
We accept credit/debit cards (Visa, Mastercard, Maestro), PayPal, PayPal Pay in 3, and Klarna. All card payments are processed securely through Stripe. We also accept payments by bank transfer (BACS). All options, including BACS, are available at the checkout process.
How does PayPal ‘Pay in 3’ work?
PayPal’s ‘Pay in 3’ lets you split your purchase into three interest-free payments. The first payment is made at the Lamp Genius checkout, and the remaining two are due monthly on the same date. There are no late fees or interest, and it’s available for purchases between £30 and £2,000. Approval is quick, and you can track your payments through the PayPal app.
Why am I receiving a payment reminder even though I’ve paid?
This can happen in two cases: If you’ve chosen to pay by BACS, it may be due to a delay in the payment reaching our bank, especially for international transfers. The second reason is if we’ve sent a replacement product for a damaged or faulty item and haven’t received the original item back. This happens only after multiple contact attempts by our customer service team.
Managing Billing Information
Can I change my billing address after placing an order?
Unfortunately, once an order is placed, the payment is authorized based on the details you provided. We are unable to change the billing address while the order is still active. If you need to update the address, we will need to refund your order, and you will need to place a new one.
How is a refund processed?
Refunds are always processed back to your original payment method. If you paid by BACS, we’ll need a copy of your bank details, which you can provide to our customer service team. Refunds are issued within 14 days of receiving your return and once our returns team confirms the item meets our return policy.
Delivery FAQ
Delivery Information and Costs
What are the delivery costs for my order?
- UK Mainland & Scottish Highlands: £7 for orders below £99, free for orders over £99.
- Northern Ireland, Scottish Islands & Isle of Man: £18 for orders below £99, £13 for orders over £99.
- Southern Ireland (ROI): £25 for all orders (VAT and import charges apply after Brexit).
- Isle of Wight: £25 for all orders.
- Europe: Price on application (contact sales for a shipping quote).
Do you deliver to international locations?
We deliver some products to Europe, depending on size. For European shipping inquiries, please get in touch with our sales team for a quote. Due to Brexit, you will need to pay import charges and VAT in your country. We will not charge UK VAT on your order.
Can I choose a specific delivery date?
Yes, with DPD, you can select a delivery date through your tracking email once your order is shipped. For pallet shipments, we will book a delivery date with you. If you need a specific day for delivery, we can contact you when your order is ready to dispatch and arrange a date with you. Let us know if you’d prefer this option.
Handling Delivery Issues
What should I do if my package is missing?
First, check your tracking email to confirm if the package has been left with a neighbour or in a safe place. If you still can’t locate it, please get in touch with our customer service department for assistance.
How are bulky items delivered?
Bulky items are delivered either via DPD or on a pallet through Palletline. If your order requires a pallet, we’ll contact you to confirm. Palleted deliveries are all-day time slots, and the driver will leave the pallet on the pavement outside your home. If you have a driveway and the pallet truck can’t access it, the driver will leave the item at the entrance, and it will be your responsibility to move it down your driveway.
Returns FAQ
Returning and Exchanging Items
How do I return an item I purchased?
You have 30 days from delivery to request a return. To start the process, fill out our returns form within this period. Items must be unused, uninstalled, and in their original packaging. Return shipping costs are the customer’s responsibility, with options for DPD drop-off or collection. Refunds are processed within 7 days after we receive and inspect the item. Custom orders and items without original packaging are non-returnable. For more details, refer to our returns form or contact customer service.
What does the 30-day return policy include?
Our 30-day return policy allows you to request a return within 30 days of delivery for unused, uninstalled items in their original packaging. Returns must be sent to our designated warehouse, and return shipping costs are the customer's responsibility. Refunds are processed within 7 days of receiving and inspecting the item. Certain items, like custom orders or products without original packaging, are non-returnable.
How can I exchange an item?
The easiest way to exchange a product is to return the original order for a refund using our returns form and then place a new order for the item you want. If this option doesn't work for you, contact our customer service team to arrange an exchange. We will need the original item returned first, and any price differences must be settled before we dispatch the new item.
Handling Damaged or Incorrect Items
What should I do if I receive a damaged or incorrect item?
Contact our customer service team with pictures of the damage or incorrect item, or fill out our returns form. You have 14 days to notify us of any issues. After this period, we will be unable to replace the item.
Can I get replacement parts for a damaged item?
Yes, we can usually order replacement parts if an item is damaged after installation. For items damaged during delivery, such as glass parts, these are often packed separately from the central fitting. If agreed upon, we will send replacement pieces instead of replacing the entire unit.
Product Information FAQ
Understanding Product Details
How can I find detailed information about a product?
We provide technical details and specifications on each product page, along with an instruction manual that you can download. If you need further information, please contact our technical department.
Are the LEDs in the lights replaceable?
If the product page states the light is a dedicated LED, it typically means the LED cannot be replaced. However, some dedicated LEDs are replaceable, so please contact our technical department to confirm. If the light uses a standard LED bulb that can be inserted by hand, it can be easily replaced.
Why doesn’t my product have an energy label?
There are two types of products: "light sources" and "surrounding products." Light sources, such as built-in LEDs that can’t be replaced, are required to have an energy label. Surrounding products, like fixtures that hold light bulbs or other components, don’t require labeling themselves, but the bulbs inside will have their own labels. Some LED fixtures have an efficiency rating for the LED module, but they may not carry an energy label.
Technical Information FAQ
Energy Efficiency and Labels
What do the new energy efficiency labels mean?
The new energy labels rank products from A to G, with A being the most energy-efficient. Previously, labels included A+, A++, etc., but the new system simplifies this to make efficiency more straightforward. Many products now fall into lower categories, such as B or C, as these labels are designed to leave room for future technological improvements.
Can I compare old and new energy labels?
No, the old and new energy labels are not directly comparable. The new labels use a stricter rating system, which means many products that were rated A+ or higher on the old scale may now appear in lower categories, like B or C, under the new system.
Product Assembly and Maintenance
Does my light require assembly after delivery?
Some lights require assembly to prevent damage during shipping. Delicate components like glass and crystal are often packed separately. For more robust styles, the light may arrive pre-assembled to simplify installation.
Can I use a higher wattage bulb than recommended?
No, using a higher-wattage bulb than recommended can pose a fire risk and damage the fixture. LED bulbs can still produce some heat, while halogen and incandescent bulbs generate a lot of heat, which can affect glass and plastic components. Always follow the manufacturer's wattage guidelines.
Troubleshooting Common Issues
What happens if the light source breaks?
First, consult an electrician to rule out any electrical faults in your home and check your fuse board for tripped switches. All our light fittings come with a minimum two-year electrical warranty. Dedicated LED fittings typically have a 3-5 year warranty, as specified on the product page. If the fitting is confirmed to be faulty, please get in touch with our technical and warranty claims team at [email protected].
What should I do if my lights don’t work as expected?
A qualified electrician should install your light fittings. If the fitting is faulty and not working as expected within 30 days of purchase, contact customer service. If the issue arises after 30 days, reach out to our technical and warranty team at [email protected].
Guarantee FAQ
Product Warranty Information
How long is the guarantee for my product?
The guarantee period is specified on the product page. All our products come with a minimum two-year guarantee, but some may have a longer duration.
What does the product guarantee cover?
The guarantee generally covers the electrical wiring, lamp holder, driver, and LED (if applicable).
General Information FAQ
Staying Informed and Connected
How can I sign up for your newsletter?
Scroll to the bottom of any page on our website to find the newsletter sign-up form. Specify whether you are a trade or private customer, and we will send you a tailored monthly newsletter.
How can I provide feedback on your products or service?
After completing your order, you will receive an email with options to provide feedback via social media reviews, Google reviews, or by contacting our customer service team. For complaints, please visit our complaints procedure page.
Do you offer a product catalog?
We are an online-only business and do not offer a printed catalogue. Our product range is updated weekly on our website.
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