Contact Us
Most questions are answered below. If yours is not, a real person reads every message.
Common questions
What most messages ask, answered here. Everything else is in the Help Center.
Where is my order?
Go to Track Your Order and enter your order number and the email on the order. You will see where the parcel is and its latest update. The same link is in your shipping email, and your orders also show in your account.
Larger fixtures can ship in more than one box, each with its own tracking number, so you may receive more than one shipping email.
How long does shipping take?
Orders are processed Monday to Friday and usually leave the warehouse within 1 to 3 business days. Standard shipping is free and takes 5 to 7 business days from dispatch. Express takes 2 to 5.
Pre-order and customized fixtures take longer, and around Black Friday and the holidays processing can run 5 to 10 business days.
Can I change or cancel my order?
Yes, within 2 hours of ordering. Send us a message below with your order number and choose Cancellation as the subject. Once an order has been processed a cancellation fee applies, and once it has shipped it can no longer be cancelled.
How do I return or exchange an item?
You have 30 days from delivery to request a return. Open the chat in the lower right corner, choose Start a Return and follow the steps. The item must be unused and in its original packaging, with everything that came in the box.
Items sent back without a return request are not accepted. Once the return is received and inspected, the refund goes back to the original payment method and is processed within 10 to 15 business days.
My light arrived damaged, or a part is missing
Send us a message within 15 days of delivery, with your order number and a photo or short video of the damage or the missing part. A Client Care Specialist will arrange a replacement part, or a replacement fixture where needed.
After that, every fixture is still covered by our 1-year limited warranty against defects in materials and workmanship.
Can I buy replacement parts or bulbs?
Yes. Replacement parts and bulbs are available for our fixtures. Send us a message with your order number and the part you need, and a Client Care Specialist will help you order the right one.
Still need help?
Tell us what happened and we will take it from there. Email us any time. We reply within one business day.