Frequently Asked Questions
Q) I have seen a product on your website that I would like to order, but I need to order more than what you are currently showing in stock. What shall I do?
A) Please either fill in the Quick Query form or contact our Sales Team on 01427 666020 where we would be happy to contact our suppliers to see if we are able to obtain the full quantity you require.
Q) I really can't see what I am looking for, can you help?
A) Yes, please feel free to contact our Sales Team on 01427 666020 who would be more than happy to try and help you, or alternatively just fill in our Quick Query form.
Q) Can I arrange for my order to be sent to my work address?
A) Yes, at the time an order is placed a different delivery address can be specified.
Q) Can you guarantee delivery for a specific day?
A) If a priority or Saturday delivery service is applied to an order we can guarantee a day for delivery. With a standard delivery service we cannot guarantee a day for delivery.
Q) I want my order quickly, how do I go about doing this?
A) We offer each of our customers the option of having their goods placed on either a priority weekday service or a Saturday delivery service; this excludes Bank Holidays and Sundays (where applicable). The current charge for this service is detailed in the Delivery Matrix.
Q) How do I track my parcel?
A) Unfortunately you are unable to track Royal Mail first class. However subject to your goods being dispatched by Royal Mail Tracked service or UK Mail please use our tracking page. Just input the consignment number that is sent to you via the email address you provided FairyLightUK with at the time of ordering. Should you not receive this e- mail, please contact our Customer Service team on 01427 666020 or e-mail firstname.lastname@example.org they will be happy to assist you.
Q) Can the parcel be left with a neighbour or in a specified place at my delivery address?
A) Yes, at the time an order is placed we recommend that delivery instructions are provided if there is any chance that you may not be in to receive your delivery. Our courier will follow any instructions given but bear in mind that we can only provide instructions with a maximum number of 30 characters. Please be aware that the courier driver will leave the goods in these areas at their discretion.
Should the driver leave the goods with either a neighbour or in a safe place as per the instruction given, the goods automatically become the responsibility of the customer and FairyLightUK will not be liable for any loss or damage to the goods from this time onwards.
Q) My plans have changed and I will not be in on the day of delivery, what can I do?
A) After attempting to deliver your goods twice UK Mail will return your order to their depot. Please contact the UK Mail depot from the card left by them to arrange collection and they will be able to advise on collection times. Please note UK Mail will only keep your goods for 3 working days before returning them to us at FairyLightUK.
Alternatively, please advise at your earliest convenience if there is somewhere at the property the goods can be left safe, or if a neighbour may be able to sign for these for you. Please be aware that the courier driver will only leave the goods in these areas at their discretion.
Q) My order went to the wrong address, how do I get my order?
A) Please contact our Customer Service team immediately on 01427 666020
Q) I have received my delivery after the guaranteed delivery time. Will you offer any compensation?
A) Please contact our Customer Services team on 01427 666020 who will investigate the late delivery.
Q) My order was despatched by Royal Mail & I have not received it yet?
A) Orders sent by Royal Mail 1st Class Post can only be reported as lost after 15 days have elapsed from the despatch date. We will be happy to provide a copy invoice and delivery note to you to enable you to make a claim for compensation with Royal Mail. FairyLightUK cannot accept any liability for goods despatched by Royal Mail 1st Class post on a Standard delivery service.
Q) After receiving the parcel, I opened it briefly and did not notice the damage until taking them fully out of the box later on. I know it is after the 7 working days policy, however, what shall I do now?
A) Our returns policy requires that any damaged/missing/faulty items MUST be reported within the 7 day period in order to receive a replacement/refund.
Q) I have taken the item out of the box and assembled it and now I have realised that I measured the item incorrectly.
A) As our returns policy states, goods can only be returned if they are still in the original resalable condition and within 28 days of dispatch, this means that any used or assembled items are not eligible to be returned to us.
Q) I returned the items that I purchased; However, you have advised that they arrived damaged. Where do I stand?
A) Customers are liable for returns until they reach us. Unfortunately if the goods are received damaged they cannot be refunded.
Q) I purchased an item from your website however, it has developed a fault. I know you have a 28 day policy. What shall I do?
A) If the item becomes faulty, please check the policy for that particular item e.g. some lights have a 12 month warranty dependant on the usage of that particular item. Please contact our Customer Service team on 01427 666020 for further advice.
Q) I no longer like the items I have purchased and would like to return them for a full credit?
A) We are happy to receive the returned item(s) back within 28 days of receipt of the goods; however, the goods will need to be returned at your own cost.
If you are returning either the whole or part of the order we will not refund the original delivery charge paid as this part of our service to you has been completed.
Please note that we will be unable to accept the return, and additionally no refund will be given in the event that the goods arrive to us in a non-resalable condition.
Q) What if I can't return an item?
A) If for any reason you are finding it difficult to return an item, for example, the item is heavy and bulky, it is possible for us to arrange a collection for you. This collection would be made using UK Mail and can be arranged to take place any weekday when someone is in to meet the driver. This service costs £14.95, which will be charged prior to the collection being arranged. Please call us on 01427 666020 if you would like to use this service. (Please note that this collection will be made during normal office hours and drivers cannot be time specific).