Delivery, Returns, & Exchanges
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.
Yes you can. At the checkout section, you can choose from either of our stores; Darlington or Middlesbrough. If you’ve placed an order and would prefer to collect instead of having it posted out to you, let us know ASAP.
Remember to check our Darlington opening times or our Middlesbrough opening times.
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.
Sometimes a product just doesn’t suit your home. Here at Light Owl, we understand that and we offer a fair refund & exchange policy if you change your mind.
For both refunds or exchanges, you must inform us of your intentions within 14 days from delivery date. You may signal your intentions through e-mailing us directly, using our “Contact us” form, by telephone, or messaging us through any of our social media platforms.
You have two options for sending the product(s) you have back to us. You may use a prepaid label provided by us or post through a courier of your own choice. Please note that the customer pays any return delivery costs, and is responsible for ensuring that the product(s) reach us safely & in a re-saleable condition.
If you choose the prepaid label, you will either be asked to pay this through our website if exchanging, or it will be deducted from your refund if returning. You will be informed of the cost of the label upon making your return/exchange request.
Please return the item(s) in same packaging as originally provided, unless unfit for purpose. Please include some identifying information, e.g. Name & Order Number. A handwritten note is acceptable.
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 7 days from the return/exchange request being granted to post the item(s), and we will 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.