Frequently Asked Questions

Ordering and Payment:

1. How do I order one or more of your products?

Our ordering process is much the same as that of most other online stores. Simply browse our site for the LED lights you require, enter the quantity and add to cart. You will then be prompted to either checkout or continue shopping. When you’ve finished and are ready to checkout, you’ll be asked to login, register or checkout as a guest.

2. Do I have to have an account with you?

No, you can place your order as a guest. The advantage of registering an account with us is that you’ll not need to enter your details each time you shop with us. You are required, however, to agree to the Terms and Conditions in our payment page before placing an order.

3. Does my delivery address need to match my billing address?

No, if you are registered with us and login with your email address and secure password, you will be presented with your current billing and delivery address details, either of which you can change. If you are shopping as a guest, you will be required to fill out these details before proceeding to payment, but they do not need to be the same.

4. How can I pay?

You can pay for the products you order using any major credit or debit card (except American Express) or by PayPal.

5. Do your prices include V.A.T.?

Yes, all our prices are inclusive of V.A.T. at the current rate of 20%.

6. If I use my card to pay, what security does your website offer?

Our site uses 128-bit SSL encryption to ensure the security of your payment information and we will never store your card details on our server.

7. How will I now my order has been placed?

You will receive an email confirmation that we have received your order and that it is being processed by us.

8. What if I want to change or cancel my order?

Please contact us a soon as possible if you need to amend your order by calling us on 0203 818 5888 or by email to sales@sublimelighting.co.uk and we will do our very best to accommodate your request. If, however, your order has already been dispatched, you will need to return it using the returns process laid out in our Terms and Conditions.

9. Do you offer a guarantee on the lights you sell?

All of our lights carry a two year guarantee. In the unlikely event that one of the LED lights supplied by us is faulty or malfunctioning, please don’t hesitate to contact us by emailing the details of the fault to us at customerservices@sublimelighting.couk.

Delivery/Shipping:

1. Where do you deliver to and how long will it take?

We deliver our lights throughout the UK and aim to get them to you within 5 working days of receiving your order.

2. How much does delivery cost?

All orders to the UK mainland over £50 (including V.A.T.) are delivered free of charge whilst any such order less than £50 will incur a delivery charge of £4.99. Orders to non-mainland UK destinations such as Northern Ireland, the Scottish Highlands and Islands, the Channel Isles and the Isle of Man will incur an additional charge which will be calculated at checkout. You will be notified of any/all charges before payment is taken.

3. Can I track my order?

Once your shipment has been dispatched, notification of delivery date and tracking details will be sent to you.

4. Will my shipment be insured?

All shipments will be insured whilst in transit to you. Please examine your shipment as soon as you receive it to ensure that it has arrived in good order.

5. Who will deliver my shipment and what happens if I’m not going to be in when it arrives?

We use the courier company DPD to deliver our goods nationwide. You can contact DPD, giving instructions as to where the package should be left if you expect to be out at the time of delivery. Alternatively, you can arrange to have the item left at a DPD pick-up point.

Returns:

1. My item has arrived in a damaged state, what should I do?

Please examine your goods carefully on arrival. If they are damaged, please contact us immediately at customerservices@sublimelighting.co.uk and we will organise collection of the goods and dispatch of a replacement item.

2. What should I do if I don’t like or want the goods I receive?

If you decide that you’d like to return the goods you’ve received from us, please contact us within 14 days at customerservices@sublimelighting.co.uk. We will then issue you with a Returns Authorisation Number and, providing the items and their original packaging reach us in an undamaged, resalable state, will we refund your original payment in full. You will, however, be responsible for organising and paying for the return postage of the goods to us.

Product Information:

1. Can I use a dimmer switch with your LED lights?

Some of the LED lights we supply can be dimmed whilst others cannot. Please read the listing for the item you are interested in, as it will clearly state whether the light can be used with a dimmer switch.

2. Do all your lights come with bulbs?

The nature of our innovative LED lighting system means that bulbs are not required. The light source comes from ready installed LED strips.

3. Do your lights come with instruction manuals?

Yes, the light or lights you receive will be accompanied by a clear and concise instruction manual which we recommend you read prior to installation.

If your questions or concerns are not covered by any of the above, then please don’t hesitate to contact us by either calling us on 0203 818 5888 or if it’s a sales query by email to sales@sublimelighting.co.uk or product query to customerservices@sublimelighting.co.uk