We aim to despatch all orders within two weeks of you placing your order. You should receive an automatic e-mail once your order has been despatched, and you should allow for a couple of days for delivery.

If we expect your lampshade to take longer than two weeks, we will be in touch to inform you.

If you do require a faster turnaround, please do get in touch as we’ll do our best to accommodate your time frame. However, please be aware that as each lampshade is handmade to order, it may not always be possible. We may charge extra for premium shipping.

Our main courier across the UK, including the Highlands & Islands, is Royal Mail. We typically use a tracked 48 hour service, as this is a fast & reliable way of delivering our products. Our secondary courier is DHL, though other reputable national delivery services including ParcelForce, DPD, and UPS may be used depending on the size of the parcel & the customer’s location.

We regret, at present, we cannot offer international shipping.

We have a workshop in Middlesbrough, North East England. Though we do not have a standardised method for selecting collection on our website when you place your order, if you are wanting to collect your order it is possible. We advise getting in touch with us via the Contact Us page and letting us know your requirements. 

When we despatch your order, you should receive an automatic e-mail telling you that your order is on its way. We usually use a tracked 48 hour delivery service for lampshades, so if you have not received your order within a few days of the despatch e-mail, please get in touch.

We will attempt to find the location of your order, and if possible, arrange re-delivery. If your item is truly lost within the post system, we will offer you a replacement shade which will be made as a priority.

Please remember to check the shipping address on your order confirmation. If your address is incorrect, please let us know the correct address ASAP. Send all information to mail@lightowl.co.uk and be sure to include your name, order number, and correct address.

If you have received any faulty or damaged products, please take some photographs highlighting the issue(s). If your order has been damaged in transit, please include photographs of the packaging too. Remember to include some identifying information, such as your name & order number. Send all information & photos to mail@lightowl.co.uk 

Where possible, we will replace any damaged products as a priority order. We may ask for you to return the damaged products, at our own expense, so please do not dispose of the products before getting in touch.

All of our lampshades and fabric products are cut from the roll and custom made to your specific order, so each piece is crafted especially for you. For this reason, we’re unable to offer refunds, but we’re happy to offer an exchange if you’re not completely satisfied with your purchase.

To help avoid any issues, we clearly advertise on every listing that we offer free fabric samples before purchase — so you can see the colour, texture, and quality in person before placing your order.

If you’d like to exchange a product because it isn’t quite right, please contact us within 14 days of delivery so we can confirm the issue and arrange an exchange.

You may signal your intentions through e-mailing us directly at mail@lightowl.co.uk or you can use our “Contact us” form.

Please get in touch with us for return instructions before sending parcels.

If item(s) arrive damaged, we reserve the right to deduct any perceived loss in value up to & including 100%. However, in this case, you would be able to appeal against the courier for the any loss in the cost of the item(s) & the postage paid. We would be happy to provide assistance (e.g. Photographic evidence & invoices) as required to help your claim.

You will have 14 days from the return/exchange request being granted to post the item(s), and we may allow an extra few days for the item(s) to arrive with us after this. If you require longer than this, please let us know ASAP as we may make special considerations for reasonable delay reasons. If the item(s) have not been posted within 7 days and no further contact from yourself has occurred, we will assume that you have changed your mind & close the returns request.

 Refunds will be made to the original payment method.

EXCHANGE NOTES

There is no charge for the exchange itself assuming that the exchanged products have an equal value. If the exchange product(s) are less than the value of the original product(s), you will be refunded any excess. If the exchange product(s) are of greater value, you will have to pay the difference.

Exchange item(s) will NOT be despatched until the original item(s) have been received by Light Owl. We aim to despatch any exchange item(s) shortly after receiving the original item(s). We endeavour to confirm receipt, usually via the method you most recently used to contact us, of any returned items and will inform you of the expected despatch date of the exchange at the same time.

EXEMPTIONS

• Bespoke “custom” products; This is any product whereby the customer has requested something different to our default options. This includes, but is not limited to, different sizes, shapes, height, or using different materials that fall outside of our usual customisation options.