Lighting Direct Sales Customer Help Page

Our Frequently Asked Questions

This is our help page to answer most of the frequently asked questions we receive from our customers.  It is intended as a guide to help our customers quickly and answer questions on a range of topics:

Postage and packaging
Combined postage
Email queries and problems receiving our replies
Returns and returned item policy
Questions about Payment
Placing an Order
Whoops I’ve made a Mistake!
Problems with your order

If you can not find an answer here please contact us.  We are happy to help and endeavour to answer all your queries as soon as we can. 

Do you have a shop?
Unfortunately we do not have a shop or showroom that you can visit.  All the items that we sell are available to view in our eBay Shop.  If you have any questions about any of the items, please ask before purchasing your item. 

Back to Top

Postage and Packaging

Can I collect the item to speed things up / save the postage cost?
Unfortunately due to safety and security restrictions, collections from our warehouse can’t be arranged.

Can you post the item outside the UK?
I’m afraid we can’t post our items outside the UK.

How long will despatch be?

Items will be sent by either Parcel Force 48 or TNT (Other Courier).  The courier to be used will be clear on the listing, on the email we send you confirming that we have dispatched your item.  If you need urgently dispatched items please contact us regarding this matter, we are happy to help.

Can you tell me when the delivery will be?
Unfortunately our couriers can not specify and time and date, but we do provide you with an email when your item is dispatch with a link to the courier and your parcel tracking details. 

What happens if I am not in when the courier tries to deliver the item?
If you are not in the courier will leave a card for you to contact them regarding the item for delivery. When the courier tries to delivery the item three times, the item will be sent back to us with an undeliverable message attached to it.  Therefore if you haven’t received the item within 3days, please contact our customer service team stating:
1. Your order number,
2. When you paid for the order,
3. Your name,
4. Your eBay ID,
5. The delivery address. 
We will then track the parcel and get it redelivered out to you.

I want the item to be delivered to a different address than my registered Paypal address, what do I do?
Please note the delivery address that you entered on Paypal is the address that the item will be dispatched to.
Orders automatically come through our system and the address used in Paypal is the one received by our warehouse for delivery.  IF the address is different to the one in Paypal please enter the address on the notes section in Paypal. 

My parcel looks damaged, what should I do?
We recommend checking the item before signing to receive it.  If the box or packaging looks severely damaged please refuse to accept the item from the courier.  Contact us immediately and we will dispatch a new item to you.   If you have any problems with receiving your item or the item being damage in any way, please contact us, we are always happy to help. 

I can’t find the notes section in Paypal
The note section in Paypal can be found at the bottom of the payment/invoice page, which has the title “information for seller”.   If you still are having trouble adding extra information on to Paypal please contact Customer Service with your order number, eBay ID and with any additional information you wish to tell us. 

Couriers that we use
The two couriers that we use are Parcel Force and TNT.  You will receive an email once the item has been dispatched along with the tracking information of your parcel.  You will also receive a link to the relevant website to be able to track your parcel with ease. 

Saturday Deliveries
There is an extra charge for Saturday’s deliveries.  The last day for payment on Saturday deliveries are Thursdays. 
Other courier postage (TNT) costs on a Saturday are an £14 additional postage charge.
Unfortunately Parcel Force does not offer this service.  If you do want an item urgently delivered via Parcel Force then we can do a before 9am and before 12noon delivery.  These services are extra to our normal delivery charges and prices will be quoted on an individual basis, charges are subject to the items being delivered.  If you want an item delivered urgently please let us know before you pay for the item.   

Combined Postage

Do you do combined postage for more than one item?
We do combine postage discount on two or more items brought and paid for together.  Please send us an invoice request through Paypal payment screen at the bottom right hand side of the screen.  If you are having trouble with this please contact us. 

We also do a competitive price for postage on larger orders; these are multiple items individually priced over £30 each, or orders with 6 items or more paid for together.  If you need a quotation on postage costs on a larger order, please contact us.

A guide to our combined postage charges:  

Please check the bottom of the BIN listings for individual items and their combined postage costs.  Please note that the above table is a guide to our combined postage costs.

Email queries and problems receiving our replies

Why haven’t I had a reply to my email I sent you?
Due to the high volume of emails we receive every day, we apologise in advance if we cannot answer every email personally. However we do try to answer all emails within 24 hours if not sooner.  Emails that our sent to us over the weekend Friday 5pm – Monday 8pm will get an automated response and we shall reply to you as soon as we can on Monday. 
Please note we answer your enquires within working hours
Monday – Friday 8am – 5pm
Please be patient if you do not get an immediate response out of these hours, we shall endeavour to answer all your enquiries as soon as possible. 

We try to answer all enquires via email as this saves us added cost.  However if you are having trouble with accessing your emails, please look at our product information leaflets for our helpdesk telephone number regarding your specific product.  When you call please state the 5 digital product reference code which can be found on the leaflet and on the box of the product.  This will help us answer your enquiry quickly. 

So we can reply quickly to you, we will reply to your email account that your eBay account is registered with.  Please do not be alarmed by this, it is just how our email system is set up.  Therefore please keep checking your registered email address, not just your eBay messages. 

Hotmail and Yahoo email accounts
We have trouble replying to people with these two types of accounts because the email host believes that the replying email is junk.  Therefore if you have one of the two accounts please check your junk mail box to make sure our reply has not ended up there. 

Returns and returned item policy

Do you accept returns?
We do accept returns with 7 working days of you receiving the item.  You will need to contact us first before you return the item to us and please note our returns policy below.  On any correspondence regarding the return of the item(s) please state:
1. Your name,
2. Your eBay ID,
3. When you purchased the item,
4. The problem with the item,
5. Whether you would prefer a refund or replacement. 

Once your have cancelled your order, your item should be:
1. Returned to the address given in our correspondence to you,
2. In the products’ original condition,
3. Return the item within 14 working days of receipt,
4. Have all correspondence attached to the outside of the box. 

The item is your responsibility until it reaches us.  For your own protection, we recommend that you send the item(s) back using a delivery service that we recommend in our correspondence.  Our policy conforms to the UK’s Consumer Protection (Distance Selling) Regulations 2000. 

Returns Policy

• If an item arrives damaged or incomplete in any way, please let us know so that we can help. We often have spare parts available that might avoid the need to return the item.
• If you would like to return the item for any other reason, please contact us within 7 working days. Returns that are not damaged or defective can be returned, the buyer to pay the return postage cost. We will refund the value of the item once we have received the item back into our warehouse.
• All returns damaged or not must be labelled for Customer Service and have an attached email on the outside of the box, letting us know who has returned the item to us and any correspondence you have sent us.  The correspondence should clearly state
• Your name,
• Your eBay ID,
• When you purchased the item,
• The problem with the item,
• Whether you would prefer a refund or replacement.  We will replace the item or refund your Paypal account as soon as we possibly can.
• Without any emails/ correspondence attached, refunds will be delayed. 

Have you received my returned item?
We send you an email once we have received your returned item.  Once we have received your item then we shall process your return only through Paypal.  If you have not received an email from us confirming your return nor a refund, please check with your courier that the item has been delivered.  If you still haven’t received anything within 3 working days and the item had been delivered by the courier, please contact us, attaching the correspondence regarding the returned item.  We shall treat your email with urgency. 
The item is your responsibility until it reaches us.  For your own protection, we recommend that you send the item(s) back using a delivery service that we recommend in our correspondence.  Our policy conforms to the UK’s Consumer Protection (Distance Selling) Regulations 2000. 

Questions about Payment

I can’t find the notes section in Paypal
The note section in Paypal can be found at the bottom of the payment/invoice page, which has the title “information for seller”.   If you still are having trouble adding extra information on to Paypal please contact Customer Service with your order number, eBay ID and with any additional information you wish to tell us. 

What methods of Payment do you accept?
We ONLY accept Paypal payments.  Please ensure when you are bidding on an item or purchasing an item on a BIN that this is the only method of payment that we accept and that you have a Paypal account set up. 

To set up a Paypal account, please see the links on eBay.  Setting up an account is free, easy and will give you peace of mind when carrying out transaction on eBay and other e-commerce sites. 

I have received a payment reminder, what do I do?
We send out reminders after 14 days of you completing a transaction with us and we haven’t received payment.  Please contact us with your eBay user ID and when you purchased the items with the payment date.  We shall look into this matter and contact you. 

I am having trouble with my Paypal account; do you accept any other payment?
We do not accept any other method of payment.  Please contact us with details of the problem, your eBay User ID and the date of the transaction.  We will try to help out as much as we can. 

Placing an order

I’m new to eBay, how do I place an order with you?
If you are New to eBay, please see the help tutorial that eBay provide, there are discussion forums, help and advice for new buyer as well policies that eBay enforce to make sure that eBay is a safe and secure environment to trade in. 

This questions and answers page should be able to help with the majority of your queries and will give you an idea of how we operate and why. 

We have a range of auctions and Buy It Now items in our shop.  By using our categories and search facilities on the left hand side of our shop, you will find a selection of beautiful and practical lighting.  If there is anything that you would like and are unable or unsure if we stock it, please contact us to see if we can help. 

What do I need to do once I have placed my order and paid for my product?
Please provide us with a daytime contact telephone number in case the courier can not locate your address.  Please enter this in the notes section of Paypal, which can be found in the payment sector at the bottom of the page.  Unfortunately couriers cannot state a date or time for delivery.

I can’t find the notes section in Paypal
The note section in Paypal can be found at the bottom of the payment/invoice page, which has the title “information for seller”.   If you still are having trouble adding extra information on to Paypal please contact Customer Service with your order number, eBay ID and with any additional information you wish to tell us. 

Back to Top

Whoops I’ve made a Mistake!

I have made a mistake with my order, how do I correct it?
If you have bided for an item incorrectly and the auction is still active, you will need to withdraw the bid which can be done with the tools provide under my eBay on the left hand side of your screen.  Otherwise look at the help section under eBay.  If the auction is over and you have bided for an incorrect item you will have to contact us. 

If you have over purchase an item, we will have to initiate an unpaid dispute to be able to set up a mutual cancellation agreement between us.  To do the please contact us with all the following information:

1. Your eBay ID,
2. Date of the transaction,
3. What the incorrect item number is (the unique eBay item number)
4. Why the over purchase occurred. 

Then we shall initiate a non-payment dispute/ mutual cancellation, in which you will simply have to click to accept that you no longer require that item and that confirm that the item was purchase in error.

We need to correct mistakes made through eBay otherwise we still have to pay the eBay charges applicable. Once this process is done you will be released from agreeing to purchase the item, so therefore will not received an unpaid strike against your eBay account and we will have our charges refunded.  If you have any queries about this process please either contact us or look at the eBay help pages for reference. 

Problems with your order

I have received my order but there is an item missing!
With items that are ordered together we normal send them out parceled together.  Sometimes the parcel does not arrive as one.  If this does happen please contact us.  We are happy to help you and contact the courier to track down your item.
When contacting us please provide us with the following

1. Your order number
2. Your missing eBay item number
3. A consignment number (this can be found in your email from us with the link to the parcel force or TNT website).
4. A telephone number so we or the courier may contact you.

We shall then contact our couriers and resolve this matter for you. 

I have received my item but it had been damaged in the post!
Unfortunately this does occasionally happen.  We recommend if your boxed item looks damaged, please do not accept it from the courier and get in contact with us, so we may send you out a replacement item.  We are happy to help in these situations and want you to enjoy your purchased item. 

Help!  I am having trouble assembling or getting my item to work, what can I do?
If you have any problems with our items or service, please contact us and we will rectify them, with advice, replacements or refunds where necessary. We strive to provide good customer support, so please contact us so that we can rectify the situation before leaving each other feedback.