Frequently Asked Questions & Help Centre

Welcome to the Reflect Lighting Help Centre.

Whether you're exploring our lighting collections, placing an order or looking for assistance with an existing purchase, we're here to make your experience as seamless as possible.

We've answered some of our most frequently asked questions below. If you require further assistance, please contact our customer service team at contact@reflectlighting.com.

1. Orders & Payments

What payment methods do you accept?

Reflect Lighting accepts a range of secure payment methods, including major debit and credit cards and supported digital payment services.

Depending on availability, payment options may include Visa, Mastercard, American Express, Apple Pay, PayPal, Klarna and Clearpay.

All available payment methods will be displayed at checkout.

Is it safe to shop online?

Yes. Payments are processed through secure payment providers using appropriate encryption and security measures.

Reflect Lighting does not require customers to share card details through email or live chat.

How do I know my order has been received?

Once your order has been placed successfully, you should receive an order confirmation email containing your order details.

If you haven't received a confirmation, please check your spam or junk folder.

If you still cannot locate it, contact contact@reflectlighting.com with your name and the email address used at checkout.

Can I change my order after placing it?

If you need to change a product, size, finish or delivery address, please contact our customer service team as soon as possible.

Changes may not always be possible once an order has entered preparation, manufacturing or dispatch.

For made to order and bespoke products, modifications may require additional production time or costs.

Any proposed additional charges will be communicated before proceeding.

Can I cancel my order?

Cancellation rights depend on the type of product purchased.

Ready to Dispatch and Standard Processing products may be cancelled in accordance with applicable statutory cancellation rights.

Made to Order products are excluded from our additional voluntary cancellation policy once manufacturing arrangements have begun. However, statutory cancellation rights may still apply to standard catalogue designs.

Genuinely customised or personalised orders may be exempt from change of mind cancellation rights where permitted by law.

For full information, please review our Returns & Refunds Policy.

Can I use discount codes?

Discount codes can be entered at checkout where applicable.

Some promotions may have specific eligibility requirements, expiry dates or restrictions on combining offers.

Please refer to the terms of the individual promotion for further details.

2. Processing, Manufacturing & Delivery

How long does it take to process an order?

Processing times vary depending on the product purchased.

Reflect Lighting offers three fulfilment categories:

Ready to Dispatch

Products available for prompt dispatch without our standard processing period. Where specified, these may be dispatched on the same or next working day.

Standard Processing

Products requiring preparation, inspection and packaging before dispatch.

Processing Time: 3–7 working days.

Made to Order

Lighting manufactured specifically after an order has been placed and confirmed.

Manufacturing times vary depending on the product, design, dimensions and specifications.

Please refer to the individual product description for the applicable processing or manufacturing timeframe.

What does Made to Order mean?

Made to Order means the lighting product is manufactured only after a customer places an order.

These products are not held as completed stock and must undergo production before they can be dispatched.

Depending on the product, manufacturing may take several weeks.

The estimated production time will be clearly stated in the product description before purchase.

What's the difference between processing time and shipping time?

Processing Time: The period required to prepare, inspect, package or manufacture your order before dispatch.

Shipping Time: The estimated time required for the courier to deliver your order after dispatch.

The total delivery timeframe includes both stages.

For example, a product requiring 3–7 working days of processing followed by 1–3 working days of UK shipping has an estimated total delivery period of 4–10 working days.

How much is UK delivery?

Our standard UK shipping rates are:

FREE delivery on orders over £150.

£6.99 standard delivery on orders of £150 or less.

Shipping Time: 1–3 working days after dispatch.

Processing Time: See product description.

Shipping times do not include product preparation or manufacturing periods.

Do you offer international delivery?

Yes. Reflect Lighting offers tracked international shipping to supported destinations worldwide.

Our standard published rates are:

Europe (Inside the EU)
£12.95, or FREE on orders over £250.

Europe (Outside the EU)
£15.95.

United States
£14.95, or FREE on orders over £300.

Canada
£16.95.

Australia
£18.95.

United Arab Emirates
£19.95.

Rest of the World
£24.95.

Available shipping services and charges will be confirmed at checkout.

How long does international delivery take?

Estimated international shipping times after dispatch are:

• Europe: 3–7 working days.

• United States: 3–7 working days.

• Canada: 3–7 working days.

• Australia: 3–7 working days.

• United Arab Emirates: 3–7 working days.

• Rest of the World: Approximately 7–21 working days, depending on destination.

These are estimated courier transit times and do not include product processing or manufacturing.

Customs clearance, local delivery networks and remote locations may affect delivery times.

For additional details, please visit our Shipping & Delivery Policy.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes or local handling charges.

Unless expressly included at checkout, these charges may be payable by the recipient.

We recommend checking the applicable import requirements in your country before placing an order.

How can I track my order?

Once your order has been dispatched, you will receive shipping confirmation and tracking information where available.

Tracking updates may take some time to appear after the parcel has been handed to the courier.

If you require assistance, contact our team with your order number.

What happens if my delivery is delayed?

Although we aim to fulfil orders within the communicated timeframes, delays may occasionally occur due to manufacturing requirements, courier disruptions or customs clearance.

If your order experiences a significant delay, our customer service team will provide an update and explain the available options.

Your statutory rights regarding delayed or undelivered goods remain unaffected.

My tracking shows delivered, but I haven't received my parcel. What should I do?

Please check any delivery information provided by the courier.

If you still cannot locate your parcel, contact contact@reflectlighting.com with your order number.

Our team will investigate the delivery with the relevant courier and assist with an appropriate resolution.

3. Returns, Cancellations & Refunds

What is your returns policy?

Reflect Lighting offers a voluntary returns period of 30 working days for eligible standard products, subject to the conditions in our Returns & Refunds Policy.

Different conditions apply to products manufactured after purchase and genuinely customised designs.

Customers also retain their statutory consumer rights.

Are Made to Order products refundable?

Made to Order products are manufactured only after a customer places an order.

Due to their manufacturing requirements, these products are excluded from our additional voluntary returns policy for changes of mind.

However, standard catalogue designs manufactured after purchase may still be covered by statutory cancellation rights.

A product being made after an order is placed does not automatically remove these rights.

Are custom or bespoke lighting orders refundable?

Genuinely customised or personalised lighting manufactured to a customer's individual specifications is generally not eligible for cancellation or refunds due to a change of mind where the applicable legal exemption applies.

Customers should carefully review and confirm all custom dimensions, finishes and specifications before production.

This does not affect statutory rights relating to faulty goods, manufacturing defects or products that do not match the agreed specifications.

How do I request a return?

Please contact contact@reflectlighting.com with your order number and details of your return request.

Our team will provide the appropriate return instructions and address.

Please do not send products directly to our warehouse without first contacting our team for instructions.

You may exercise statutory cancellation rights without waiting for return authorisation.

Do I have to pay for return shipping?

For eligible returns due to a change of mind, customers are generally responsible for return shipping costs where disclosed before purchase.

Large chandeliers and fragile lighting may require specialist return transportation.

Where a return is necessary because a product is faulty, incorrectly supplied or not as described, Reflect Lighting will cover reasonable return costs as required by law.

How long does a refund take?

For voluntary returns, we aim to inspect and assess returned items within 3–5 working days of receipt.

Once an approved refund has been issued, funds may take approximately 5–7 working days to appear in your account, depending on your bank or payment provider.

Statutory refunds will be issued within the applicable legal deadlines.

Can I return a sale item?

Products purchased during sales or promotional events remain covered by applicable statutory consumer rights.

Where a statutory monetary refund is due, customers will not be required to accept store credit instead.

Additional voluntary returns for discounted products may be subject to different conditions.

What if my order arrives damaged or faulty?

If your order arrives damaged, faulty or with missing components, please contact our customer service team promptly.

Where possible, include your order number, a description of the issue and photographs of the affected product and packaging.

We encourage customers to report visible transit damage within 48 hours where practical, as this helps us investigate promptly.

This request does not limit your statutory consumer rights.

Our team will assess the issue and assist with the appropriate resolution, which may include repair, replacement or refund where applicable.

For full details, please visit our Returns & Refunds Policy.

4. Lighting & Product Information

How do I choose the right chandelier size?

Choosing the correct chandelier depends on your room dimensions, ceiling height, furniture layout and the effect you wish to achieve.

For staircase lighting, it is particularly important to consider the full hanging height, including any suspension cables or chains.

We recommend reviewing the measurements provided in the product description.

If you need additional guidance, please contact our team before purchasing.

Can I customise the size or suspension length of a chandelier?

Some lighting designs may offer adjustable suspension lengths or customisation options.

Availability depends on the individual product and manufacturer.

If you require specific dimensions, cable lengths or modifications, please contact our team before placing an order.

Customisation requests must be confirmed and agreed before manufacturing.

What's the difference between dimmable and non dimmable lighting?

Dimmable lighting allows the brightness to be adjusted when used with the appropriate compatible controls.

Some products also offer adjustable colour temperature, allowing customers to switch between warm, natural and cool white lighting.

Brightness adjustment and colour temperature adjustment are separate features and are not necessarily available together.

Please review the individual product specifications to confirm the available functions.

Do your lights include bulbs?

This depends on the product.

Some lighting designs feature integrated LED technology, while others require separate replaceable bulbs.

The product description will indicate the lighting type, bulb requirements and whether bulbs are included.

If you are unsure, please contact our team before purchasing.

Do I need an electrician to install my lighting?

We recommend that lighting fixtures are installed by a suitably qualified and competent electrician.

Certain chandeliers, particularly large or heavy designs, may require specialist installation and appropriate structural support.

Always follow the manufacturer's installation instructions and applicable electrical safety requirements.

Can your lights be installed in bathrooms?

Certain lighting products may be suitable for bathrooms and other moisture prone environments.

Suitability depends on the product's IP rating and the intended installation location.

Please review the specifications and consult a qualified electrician before installation.

Not all decorative lighting products are suitable for bathroom use.

Are your LED lights energy efficient?

LED technology generally offers greater energy efficiency than traditional incandescent lighting.

Energy consumption and efficiency vary depending on the product, wattage and lighting configuration.

Please refer to the individual product specifications for relevant technical information.

Will the product look exactly like the photographs?

We aim to display our lighting products as accurately as possible.

Some images may include styled interiors, digital visualisations or computer generated representations to illustrate the design.

Minor differences in colour perception may occur due to photography, screen settings and lighting conditions.

Natural materials such as marble, glass and decorative metals may also display individual variations.

The product supplied should match its advertised specifications and description.

Do your products come with a warranty?

Warranty arrangements may vary depending on the lighting product and manufacturer.

Where an additional manufacturer's warranty applies, relevant details can be requested from our customer service team.

Any additional warranty operates alongside your statutory consumer rights and does not replace them.

Can I order lighting for a commercial project?

For larger orders, commercial interiors or specific lighting requirements, please contact our team.

We can discuss the products you are interested in, quantities, specifications and available options.

Email: contact@reflectlighting.com

5. Showroom, Warehouse & Click & Collect

Do you have a showroom?

Reflect Lighting does not currently operate a public showroom.

We are an online lighting retailer, and customers can explore our collection through our website.

Our customer service team is available to assist with product questions, measurements and other enquiries.

Can I visit your warehouse?

Our warehouse is not open to general visitors.

For operational and safety reasons, customers cannot enter or browse the warehouse.

However, we offer Click & Collect by prior arrangement.

Do you offer Click & Collect?

Yes. Click & Collect is available from our Manchester warehouse.

Customers wishing to collect an order must contact our customer service team in advance.

Collections must be confirmed before visiting.

Collection Address

Reflect Lighting Limited
Unit 401, 2 Devonshire Street North
Ardwick, Manchester
M12 6JQ
United Kingdom

Email: contact@reflectlighting.com

Please do not travel to the warehouse without a confirmed collection appointment.

6. Customer Support & General Enquiries

How can I contact Reflect Lighting?

Our customer service team can assist with product information, order updates, delivery enquiries, returns and general support.

Email: contact@reflectlighting.com

Live Chat: Available through the chat feature on our website when our team is online.

Contact Page: Contact Us

How quickly will I receive a response?

We aim to respond to customer enquiries within 24 hours.

Responses may take longer during weekends, UK bank holidays or particularly busy periods.

For enquiries relating to an existing purchase, please include your order number to help us assist you efficiently.

How can I hear about new collections and promotions?

You can stay connected with Reflect Lighting by subscribing to our newsletter and following our official social media channels.

We share updates about new lighting collections, featured designs, promotional offers and interior inspiration.

Still Need Assistance?

At Reflect Lighting, we're committed to making your lighting experience as seamless and enjoyable as possible.

Whether you're choosing the perfect chandelier, planning a larger interior project or need assistance with an existing order, our team is here to help.

Email: contact@reflectlighting.com

Website: www.reflectlighting.com

Thank you for choosing Reflect Lighting.