FREQUENTLY ASKED QUESTIONS & HELP CENTER

Last updated: September 18, 2025

We’ve grouped common questions by topic so you can quickly find what you need.

1. Orders & Payments

💳 What payment methods do you accept?
We accept: Visa, Visa Debit, Visa Electron, MasterCard, UK Maestro, American Express, Apple Pay, PayPal, Klarna, and Reflect Lighting Gift Cards.
All payments are processed securely via Square Payments or PayPal.

🔒 Is it safe to pay online?
Yes — we use Verified by Visa and MasterCard SecureCode for extra protection. All transactions are encrypted.

📧 I didn’t get an order confirmation. What should I do?
Check your spam/junk folder. If it’s not there, please contact us at contact@reflectlighting.com with your name and order number.

❌ Why was my order cancelled?
If flagged as suspicious or failed by fraud checks, we may cancel for your safety. If this happens, email contact@reflectlighting.com to resolve.

🛑 Can I cancel my order?
If your order hasn’t been dispatched, we can cancel and refund. If already dispatched, you’ll need to return it under our Returns Policy.

2. Delivery

🚚 Do you ship internationally?
Yes, we ship worldwide! Delivery costs depend on your location. See our Shipping Policy for exact prices.

📦 UK Delivery

FREE for orders over £150
£4.95 for orders under £150
Delivered in 1–3 working days

🌍 International Delivery

Europe (inside EU): £12.95 (FREE over £250)
Europe (outside EU): £15.95
USA: £14.95 (FREE over £300)
Canada: £16.95
Australia: £18.95
UAE: £19.95
Rest of World: £24.95

⌛ How long will delivery take?
Processing time: 2–5 working days (check product description).
Shipping time: 3–7 working days depending on region.

📍 My tracking shows delivered but I don’t have it.
First, check with neighbours or safe places. If still missing, email contact@reflectlighting.com with your order number.

3. Returns & Refunds

↩️ How do I return an item?
Fill out the Returns Request Form (in your parcel or online), then send it to:
Reflect Lighting Ltd, Unit 401, 2 Devonshire Street North, Ardwick, Manchester, M12 6JQ, UK.

💰 Are returns free?
No, customers cover return shipping. We recommend using a tracked courier.

⏳ How long do refunds take?
We process refunds within 2–3 working days of receiving your return. It may take an additional 3–5 working days for your bank to show the funds.

🛒 What’s your return policy?

Refunds on full-price items
Store credit on sale items
Items must be unused, in original packaging, and returned within 30 days

4. Lighting & Product Questions

💡 What’s the difference between dimmable and non-dimmable lights?
Dimmable variants let you switch between cool white, warm white, and natural white and adjust brightness. They usually include a remote or app control.

🔌 Are your lights easy to install?
Yes — most lights come with standard fittings and instructions. If unsure, we recommend using a qualified electrician.

🏠 Can your lights be used in bathrooms or kitchens?
Some lights are suitable for moisture-prone areas (IP-rated). Always check the product description.

📏 Can I order custom suspension wire/chain lengths?
Yes — leave a note at checkout with your required length and we’ll adjust it for you.

🛠 Do your lights come with bulbs included?
Many models come with integrated LEDs (no bulb needed). Where bulbs are required, details will be listed on the product page.

🔋 Are your LED lights energy-efficient?
Yes — all our LED lights are designed to be energy-saving and long-lasting compared to traditional bulbs.

🎨 Do the lights look the same in real life as online?
We make every effort to display colours accurately, but slight differences may occur depending on your screen.

5. Promotions & Discounts

🏷 Can I use more than one discount code?
No — only one discount code can be applied per order. Store credit and discount codes also cannot be combined.

⏱ How long are discount codes valid?
Most are valid for 30 days, unless stated otherwise.

📩 How can I hear about sales?
Sign up for our newsletter to get updates on promotions, new arrivals, and restocks.

6. General Questions

🏬 Do you have a showroom?
Not currently. We are an online business but occasionally run clearance sales — announced via newsletter and social media.

📦 I received the wrong or a faulty item.
Please email contact@reflectlighting.com within 48 hours with photos, and we’ll arrange a replacement or refund.

🕒 What are your customer service hours?
Sunday–Friday, 09:00–17:00 (closed Saturdays & bank holidays).

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