Delivery, Returns & Cancellations
Once payment has been received, we will confirm your order by email. We aim to deliver all in-stock items within 5 working days. We will contact you by email if there are any changes regarding your delivery. We are a small team and are working around the clock to dispatch all orders so please bare with us at very busy times.
People as us who we use to deliver our parcels. We care a lot that your purchase makes it to you on time and in excellent condition so we use UPS or DPD whenever possible on a next or 2 day service. They cost us a bit more than other courier services but trust is an important thing to us and we trust these companies to deliver your product safely!
If your order is for a back-order item, we will again confirm this via email. Most back orders are still completed within 5-7 days however we will advise if this may be longer and will offer a full refund at this stage if you are unhappy with the timescale.
Furniture (including Garden Furniture) orders are delivered by a different courier service - please allow up to 2 weeks from order for delivery of your item.
It is your responsibility to check that the items that you have ordered will fit into your home prior to delivery. As most of our unique items are hand-made, the dimensions specified on the site can vary slightly. We will try to keep this to a minimum. If your item is large then check that it can pass freely through doors and corridors and have space to turn.
All our electrical products are made to UK specification. They are rated at 220-250v and come with a UK 3 pin plug appropriately fused. Our LEDs are also rated to the same specification so may not work in other countries.
If you are ordering from overseas please ensure you have the means to make it work as we do not accept returns due to incompatibility unless previously agreed upon.
For overseas deliveries please inquire before ordering for estimated shipping costs and times.
Returns And Cancellations
Should you wish to cancel an order, please contact us within 24 hours and we will refund 100% of your money.
Should you wish to cancel your order after the initial 24 hour period please contact us. If your order has not been dispatched we may cancel your order and refund 100% of your money.**
If your order had been dispatched it is your responsibility to refuse the delivery when the courier attempts to deliver your parcel and it will be returned to us. You must contact us prior to refusing a delivery.
Unauthorized cancellations returned to us will incur a loss of delivery cost plus an additional £20 Admin charge.
Failed deliveries can be reshipped at the buyers expense. Cancelling after a failed delivery will incur loss of delivery costs and £20 Admin charge.
**Cancelled orders that have not been shipped due to an order error, which is not the fault of Luminosity Designs Ltd (such as invalid address, insufficient payment made and orders that flag as potentially fraudulent.etc), may be cancelled by contacting us. Cancellations of this type may incur charges to cover costs incurred by us in attempting to resolve the error up to a maximum of 20% of the value of your order (excluding shipping). Such charges will only apply to cancelled orders. Completed orders would not be charged any additional fee. Such charges will only be applied to orders exceeding 10 days from point of order and when we can show reasonable steps have been made to attempt to resolve the error.
We hope you are delighted with your order but we do understand that sometimes you will want to return an item. Please contact us prior to returning the item with the reason for your dissatisfaction in the product within 14 days of purchase.
If you are not completely satisfied with your purchases we will happily exchange or refund any unused items purchased with your receipt. Goods must be returned in the same condition they were sold, including all original packaging within 30 days of original purchase date.
If you wish to return an item and contact us after the 14 days time an admin charge of £20 will be taken from your refund.
Items ordered in especially for the customer from manufacturers through our bricks and mortar store may be subject to a 20% restocking fee, this is beyond our control and is a requirement of the manufacturer to cover their shipping and admin costs. We request you check sizing and delivery times before purchasing a non standard item.
The safe packaging and cost to return goods is our customer’s responsibility and postage is only covered by the company at our own discretion.
If for any reason your goods have been damaged in transit to you, we will either refund your goods or replace them. We will refund or replace your item once we have received the original back. Please immediately send us photographs of any damage on arrival.
Returned faulty items will be checked to ensure they have not failed due to misuse. We will not refund any items that are deemed to have failed due to misuse.
Refunds will only be given to the original payment method and our original postage cost will be deducted from your refund. We will provide proof of this cost.
PLEASE NOTE : Any items that are not returned to us in new saleable condition (including original packaging condition) will be refunded minus 15% to compensate for loss of value, this is the equivelent of our ex display discount.
Any items received back damaged by your returns courier will not be refunded and a claim must be made by yourself. We will notify you of this immediately along with photographic evidence for your claim. Please use a reputable courier for your return.