FREQUENTLY ASKED QUESTIONS & HELP CENTER

You can view the item prices at the current exchange rate in:

– US Dollars

– Euro

– Canadian Dollars

This can be done in the – corner of the website and click on the UK Flag, and change this to your required country.

Your order will not be placed and paid for in this currency, and it will be paid for in GBP. This may mean that when you view the price of your order on the checkout and then see what has been taken out of your account, it could be different.

Your order price will be in GBP and the money will come out of your account in your own currency.

DELIVER TO: USA

International Delivery Tracked & Signed –

£30.00

Processing Time: 5-7 Working Days

Worldwide Delivery Time: 3-7 Working Days Tracked Delivery

DELIVER TO: EUROPE

Netherlands, Austria, Belgium, Denmark, Finland, France, Germany, Guernsey, Ireland, Italy, Jersey, Luxembourg, Monaco, Portugal, Spain, Croatia, Greece, Malta, Poland, Switzerland, Norway, Sweden.

International Tracked & Signed-

£30.00

Processing Time: 5-7 Working Days

Worldwide Delivery Time: 3-7 Working Days Tracked Delivery

DELIVER TO: CANADA

International Delivery Tracked & Signed –

£30.00

Processing Time: 5-7 Working Days

Worldwide Delivery Time: 3-7 Working Days Tracked Delivery

DELIVER TO: AUSTRALIA

International Delivery Tracked & Signed –

£30.00

Processing Time: 5-7 Working Days

Worldwide Delivery Time: 3-7 Working Days Tracked Delivery

DELIVER TO: REST OF THE WORLD

Aland Islands, Andorra, Belarus, Bosnia And Herzegovina, Bouvet Island, Gibraltar, Greenland, Holy See (Vatican City State), Iceland, Isle Of Man, Kosovo, Latvia, Liechtenstein, Lithuania, Romania, Serbia, Slovakia, Slovenia, Turkey, Ukraine, Mexico (31 of 32 states), Bulgaria, Cyprus, Czech Republic, Estonia, Hungary, San Marino, United Arab Emirates

INTERNATIONAL DELIVERY TRACKED & SIGNED –

£30.00

Processing Time: 5-7 Working Days

Worldwide Delivery Time: 3-7 Working Days Tracked Delivery

 Algeria, Angola, Anguilla, Antigua And Barbuda, Argentina, Aruba, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Botswana, Brazil, British Indian Ocean Territory, Brunei, Burkina Faso, Burundi, Cambodia, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Christmas Island, Cocos (Keeling) Islands, Colombia, Comoros, Congo, The Democratic Republic Of The, Cook Islands, Costa Rica, Cuba, Curaçao, Côte d’Ivoire, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands (Malvinas), Fiji, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Ghana, Grenada, Guatemala, Guinea, Guinea Bissau, Guyana, Haiti, Heard Island And Mcdonald Islands, Honduras, Hong Kong, India, Indonesia, Islamic Republic Of, Iraq, Israel, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Korea, Democratic People’s Republic Of, Kuwait, Kyrgyzstan, Lao People’s Democratic Republic, Lebanon, Lesotho, Liberia, Libyan Arab Jamahiriya, Macao, Madagascar, Malawi, Malaysia, Maldives, Mali, Martinique, Mauritania, Mauritius, Mayotte, Mongolia, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nauru, Nepal, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Niue, Norfolk Island, Oman, Pakistan, Palestinian Territory, Occupied, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Pitcairn, Qatar, Republic of Cameroon, Rwanda, Saint Barthélemy, Saint Helena, Saint Kitts And Nevis, Saint Lucia, Saint Martin, Saint Pierre And Miquelon, Samoa, Sao Tome And Principe, Saudi Arabia, Senegal, Seychelles, Sierra Leone, Singapore, Sint Maarten, Solomon Islands, Somalia, South Africa, South Georgia And The South Sandwich Islands, South Korea, Sri Lanka, St. Vincent, Sudan, Suriname, Svalbard And Jan Mayen, Eswatini, Syria, Taiwan, Tajikistan, Tanzania, United Republic Of, Thailand, Timor Leste, Togo, Tokelau, Tonga, Trinidad and Tobago, Tunisia, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, United States Minor Outlying Islands, Uruguay, Uzbekistan, Vanuatu, Venezuela, Vietnam, Virgin Islands, British, Wallis And Futuna, Western Sahara, Yemen, Zambia, Zimbabwe, Guadeloupe, Reunion, Faroe Islands, Georgia, Albania, Armenia, Mexico (Oaxaca), Moldova, Republic of, Montenegro, North Macedonia, Caribbean Netherlands

ADDITIONAL INFORMATION 

ALL INTERNATIONAL DELIVERIES 

Working days are defined as Monday to Friday and exclude Bank Holidays.

CUSTOMS INFORMATION

The shipping fee or order total does not include customs and duties and this will be charged accordingly by customs in your own country, based on the order value of your shipment. Please refer to the Help Centre for further information on customs and duties.

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Ireland, Italy, Jersey, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, San Marino, Spain.

All our orders must be processed before they can be shipped, so the total delivery time is divided into two parts: Processing Time and Shipping Time.

Total Delivery Time = Processing Time + Shipping Time

Processing Time: 5-7 Working Days

Shipping Time：3-7 Working Days

Working days are defined as Monday to Friday and exclude Bank Holidays.

The shipping fee or order total does not include customs and duties and this will be charged accordingly by customs in your own country, based on the order value of your shipment. Please refer to the Help Centre for further information on customs and duties.

All of our orders are shipped from the United Kingdom.

If your country is within the EU, then you won’t have to pay customs or duties at the moment.

However, if your country is outside of the EU, then you will have to pay customs and duties based on the value of your order.

We can not change the value of your order for customs reasons, and the true value of your order will be shown on the outside of your parcel.

The price of your order does not include Customs and Duties and customs will get in touch with you in regards to how to pay your customs fee.

USA – All orders under $800.00 aren’t charged customs.

Canada – All orders over $20.00 will be charged customs.

Norway – All orders over NOK350 will be charged customs.

Australia – All orders under $1000.00 won’t be charged customs.

Once your order has been despatched from our warehouse, we will send you a shipping confirmation email which will contain your tracking number.

You can check on the status of your parcel from your tracking number at the bottom of the shipping confirmation or here

–  https://reflectlighting.com/my-account/orders/

If you are unsure about where your parcel is still, please email us at contact@Reflectlighting.com and our support team will be able to assist you further with this.

If you have been provided with a discount code from us, this can’t be used in conjunction with any other offers or promotions that we have on. This includes our most recent Black Friday and Cyber Sales.

A discount code and a store credit code can’t be used at the same time and only one can be used per order.

If you have two discount codes, you can only apply one per order.

If we have a sale or promotion on, then a discount code can’t be used at the same time.

Discount codes will be valid for 30 days from date of issue, unless stated otherwise.

We understand it can be frustrating when the sale and pricing of items are changing.

However, we can not honour the sale prices of items after the sale or promotion has finished or if an items price receives further reductions. Once the sale has finished, items will wither to return full price or be discontinued

To be the first to know about upcoming sales and promotions, please sign up for our newsletter!

To receive the latest news from us about trends, promotions, when bestselling items have been re-stocked and much more, please sign up for the newsletter at the bottom of this page – https://www.Reflectlighting.com

Signing up for the newsletter does sign you up for all marketing promotions from us including postal promotions and text messages. You can unsubscribe from these at any time though.

In the unlikely circumstance, you want to opt out of receiving the newsletter you can unsubscribe at the bottom of your latest newsletter from us, or by dropping us an email at contact@refletlighting.com.

Unfortunately, not. We are not currently offering free returns and it is the customer’s responsibility to send the item back to us.

To select Klarna as your payment method on Reflect Lighting, you’ll need to change the payment method at the checkout – no need to create a Klarna account. Just tap ‘change’ under payment type, ‘add new payment method’ and then select Pay Later with Klarna. You can also add Pay Later with Klarna as a payment option by logging into ‘My Account’.

• Your billing and delivery address can be different, however they need to be in the same country.

• The maximum purchase limit is different on each account, and is determined by a credit assessment by Klarna. If your order fails, you may wish to try again with a smaller amount.

• If you have any trouble placing an order with Klarna, it could be due to one of the following reasons:

• Klarna may have rejected your application to pay on account. We’d recommend choosing another type or payment or placing an order for a smaller amount.

• You may have outstanding payments on previous Klarna invoices.

• You may have missed a required field at the checkout, such as filling in your Date of Birth.

If you want to return an item:

Your Klarna invoice will be emailed to you by Klarna as soon as your order has been shipped. Your invoice period will be shown on your invoice.

If you’ve returned items from an order paid for with Klarna, and the date that your payment is due is near, we’d recommend that you mark the item as returned in the Klarna portal here.

You’ll automatically receive a reminder from Klarna if the date that your payment is due passes. If you’ve received a reminder but already returned items to us, please contact Klarna Customer Service.

If you’re waiting for your refund:

Once your return has been completed by Reflect Lighting, you’ll get an updated invoice, from Klarna.

You’ll receive your refund from Klarna within 5-10 working days to your chosen account.

Frequently Asked Questions: 

If you have any questions about your Klarna account, please contact Klarna Customer Service.

If you have any questions about extending your payment period, please contact Klarna Customer Service here. Reflect Lighting aren’t able to extend it for you.

Please note that Klarna are an independent payment company and Reflect Lighting have no influence over whether your payment with Klarna is accepted or not. If you have any trouble with your order, please contact Klarna Customer Service.

Once your return or exchange has arrived back to us, we will refund or despatch your exchanged order within 2-3 days.

In SALE periods, due to the increase in volume, this process can take up to 7 working days.

If you have checked your tracking number and your return has arrived back to us and it has surpassed the 7 working days, please drop us an email at Contact@Reflectlighting.com

We accept all major debit cards and credit cards.

Visa, Visa Debit / Delta, Visa Electron, MasterCard Debit, MasterCard, UK Maestro, American Express, Apple Pay, PayPal, Klarna.

All transactions are processed via Square Payments or PayPal and are encrypted for your safety.

All payments must be made before your order is shipped to you. We work closely with Verified by Visa & MasterCard SecureCode to provide you with a safer shopping experience when using your card online.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.

Additional validation and fraud checks are carried out internally.

The actual price charged to overseas customers will be subject to the exchange rate applied by the customer’s credit or debit card company.

Please keep in mind that depending on the courier you have chosen to post your return via this may take several days to reach us.

All returns are processed within 3 working days of arrival at our warehouse. Our returns team are always working hard to get these processed as quickly as possible. Within these 3 days you will receive an e-mail confirmation of your refund/exchange. Please note that if you have requested an exchange and the item requested is out of stock you will be automatically refunded.

During Sale or busier periods please kindly allow up to 5 working days for your return to be confirmed.

Sale/Discounted items that have been returned will be refunded onto an e-gift card. This e-gift will be e-mailed to the same e-mail address you used to place your order.

Please track your return to see where this is up to whilst making its way back to our warehouse, If you can see your parcel has reached our warehouse and 4 of more working days have passed please get  in touch with us via our help page with the following information and we will be more than happy to look into this further :

• Copy of Postage receipt – Clearly displaying the weight of your return
• The URL link to your online tracking which shows your return has reached our warehouse
• The names of the items returned and whether you requested a refund/exchange (*if you have requested an exchange please include the details of the items requested)
  
  Name (required) 

  Email (required) 

  Website 

  Message 

If you would like to return or exchange your item(s) purchased please send these back to our warehouse for a refund or exchange. Refunds are offered on all full priced items.

Your return needs to arrive back at our warehouse within 30 days from the date your parcel is delivered. It is your responsibility to send the item(s) back to Reflect Lighting warehouse.

We offer refunds to your original payment method on all full priced items returned to us within 30 working days from the date of your delivery.  Store credit on an e-gift card is offered for any returned sale item or items purchased using a discount code *this does not include unique discount codes issued by our customer service team

ALL returns made after 30 days can only be exchanged or refunded onto an e-gift card. We cannot accept returns after 30 days.

To process a return, please follow these simple steps:

Complete a returns request form (included in your original packaging or by downloading and printing this form).

Mail your return to:

REFLECT LIGHTING LIMITED
Unit 61/64, 2 DEVONSHIRE STREET NORTH ARDWICK,
M12 6JQ, MANCHESTER, UNITED KINGDOM

Reflect Lighting does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.

Please keep an eye on your return as it makes it way back to us, your parcel remains your responsibility until we successfully receive this. Once you can see your parcel has reached us please allow 2 working days for your refund/exchange to be completed. We will send you an e-mail confirming when this has been done.

*Please note in sale periods it can take up to 5 working days for your return to be processed once it has reached us.

Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

Within our Help Centre, we have answered some of the most asked questions, so have a look through our FAQ’s and see if you can find what you are looking for.

If not, and you require some further help, please contact us on one of the below:

– Speak to one of our customer service agents by emailing contact@Reflectlighting.com

– DM us on Instagram – @Reflectlighting

– Tweet us at @Reflectlighting

– Chat with us via Facebook – @Reflectlightinglimited

We aim to get back to you within 48 hours however this is usually much quicker. Our customer service team is open Sunday-Friday between the hours of 09:00-17:00.

At the moment we don’t have a physical store that can be visited and we are purely based online at http://www.reflectlighting.com

We run Clearance Sales where you can come and shop with us in person and these are advertised on Social Media and via the newsletter.

You can sign up for the newsletter at the bottom of the webpage – http://www.Reflectlighting.com and you can follow us on Social Media @Reflectlighting on Facebook, Twitter and Instagram.

If the product you are after is out of stock on the website, you can sign up to a one-off notification to receive an email when this is back online and available to buy.

This option is on the product page that you are interested in, just select your size and it will bring you up with this option to leave your e-mail and receive these notifications.

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Delivery Courier will attempt to deliver your parcel on three separate days, before returning the parcel back to our premises. If you check your tracking number, you will be able to see why the delivery driver missed you.

On the morning of your delivery, Delivery Courier will text you with a 3 hour time slot, so you are aware of a more precise delivery times.

If you know you are not going to be for this delivery, you can re-arrange to have your parcel delivered to a safe place, neighbour or you can change the delivery time/day.

**If you request for your parcel to be left with a neighbour or in a safe place, then this becomes your own responsibility and unfortunatley we are no longer liable for your parcel.**

If you do miss three seperate delivery attempts from the delivery courier, then the parcel will be returned back to our warehouse and we will issue a refund for this upon arrival.

Delivery couriers will text/email you on the morning of your delivery, with a time slot of 3 hours in which your parcel will be deliverd in.

If you know you are not going to be in, you can arrange for your parcel to delivered to a safe place, your neighbour or you can change the delivery day/time.

If you would like to pass on a preferable delivery day, time or safe place to leave your parcel, please use Hermes web chat service and they’ll be happy to pass the information on to the courier.

It may not always be possible for our couriers to meet exact dates or times however we will do our best to get your parcel to you as soon as possible.

If you would like to opt for a safe place please follow the tracking numbers guidelines.

**Please note that if you do choose to reschedule delivery to a neighbour or safe place, this becomes your responsibility and we (the sender) are no longer liable for your parcel. This includes lossage and damage of parcel.**

If you already have an online account with us, you can login here – https://reflectlighting.com/my-account/

If you don’t have an account with us and would like to make one you can do that by following this link – https://reflectlighting.com/my-account/

Within your account, you can view your order history and details.

Please leave a cart note with your order with the required height adjustment via the chain / wire and we will create custom heights around your needs.

If you have received an email from us stating that your order was canceled due to suspect fraud, please email our support team on – contact@Reflectlighting.com – and they will be able to help you out further with this situation.

We have a very talented fraud team in place that analyse each and every order to protect you and ensure your card hasn’t been used fraudulently and your details are safe and secure. If there is any suspicious activity on the order and it has been flagged as high risk to us, then there is a chance that this might be cancelled.

We do have the right to cancel and refund any order that we wish if we believe there to be fraudulent activity on it.

All orders are subject to fraud analysis.

All transactions are processed via Square Payments or PayPal and are encrypted for your safety. All payments must be made before your order is shipped to you.

We work closely with Verified by Visa & MasterCard SecureCode to provide you with a safer shopping experience when using your card online.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer.  Additional validation and fraud checks are carried out internally.

We have a very talented fraud team that will analyse all orders before they are shipped to make sure your card hasn’t been used fraudulently.

Here are some tips to make sure you order goes through correctly first time:

– Make sure your billing address is the correct billing address of where your card is registered too

– Make sure the billing address is correct line for line to what is shown on your bank statments

– Do not use a proxy connection on the device that you are using to place the order

– Make sure that your home/work address hasn’t been blacklisted by a previous tenant/employee

– Try not to place multiple orders in a short period of time

– Don’t use more than one card to try and pay for an order if the payment fails

If you are struggling to place your order or have any concerns, please email us on contact@Reflectlighting.com and we will be able to help you as best as we can.

Some of our items are popular that they can go out of stock really quickly. Unfortunately, that means occasionally we’re not able to send you all the items in your order. We understand that this can be very frustrating and we will issue you with a refund for your missing item.

We always try to let you know before your order is shipped that there is an out of stock item and issue you with a refund. However, if you receive your parcel and there’s a missing item and you haven’t received an email from us, please get in contact with our support team at contact@reflectlighting.com and they will be able to assist you with this.

In the unlikely circumstance that you have received an item that is faulty, please email us at Contact@Reflectlighting.com so we can either refund or replace the item, once this has been deemed as faulty.

Once the return has been approved, please fill in your returns form fully, stating return reason 5 and writing a little explanation about the fault and where this can be found.

If your item is deemed as faulty, we will send you a link for you to print a free shipping label.

Please keep a proof of postage postage receipt

Once we have received your item back to our warehouse, we will let you know via email.

In the unlikely event, you receive your parcel and there’s a wrong item please get in contact with our support team at contact@reflectlighting.com and they will be able to assist you with this.

If you change your mind shortly after placing your order and want to request for your order to be cancelled you must do so by e-mailing contact@Reflectlighting.com . Please include your full name, order number and e-mail address within your request. Our Customer Service Specialists will check if it is possible to cancel your order before this is dispatched and if so, will confirm your cancellation via e-mail.

As we work around the clock to dispatch your parcels as quickly as possible we may not always be able to cancel your order once this has been placed. If this is not possible you will need to return this back to our warehouse once delivered for a refund.

 DELIVER TO UK

Standard Delivery – Free

All our orders must be processed before they can be shipped, so the total delivery time is divided into two parts: Processing Time and Shipping Time.

Total Delivery Time = Processing Time + Shipping Time

Processing Time: 5-7 Working days

Shipping Time：1-3 Working days

Please note, couriers do not deliver on bank holidays, so please allow an extra day for delivery.

Check our Bank Holiday Delivery help page for more information on up and coming bank holidays and how to make sure you get your deliveries on time.