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Order confirmations are sent from orders@cooliconlighting.com and can sometimes end up in ‘spam’ or ‘junk’ inboxes. If you do not receive a confirmation within two hours of placing your order, and you’ve checked your junk inbox, please contact us at orders@cooliconlighting.com and we will be happy to help.
Shipping & Returns
Ordering
After ordering online, you will receive a confirmation email.
If you do not receive a confirmation within two hours of placing your order and after checking your spam/junk folder, please contact us.
Shipping
Preparing your order for despatch:
- We always strive to despatch your order as soon as possible. In most cases, this can be made from stock and will be despatched within two working days.
- If your order is not in stock, we will scheduled it into production. In this case we aim to despatch within 10 working days (two weeks) of your order date. If there are any significant delays, we will advise you as soon as possible.
For urgent orders, please contact us directly before ordering.
Shipping your order:
UK Orders:
Usually delivered the next day, but can be up to 2 days.
Taxes and duties are included in your check out price – you order will be delivered by a tracked service directly to you or a nearby access point.
EU Orders:
Usually delivered within 3 days, but can be up to 14 days.
We offer 2 shipping options:
DAP - The 'Delivered At Place' incoterm means that we ship to your address, or a local collection point (delivery agent dependent), excluding duties, taxes and associated fees.
You may be charged local duties, taxes and associated fees, where applicable, upon the arrival of goods to your local territory.
In most usual circumstances your goods will be held until any outstanding applicable fees have been paid. We are unable to offer an indication of expected fees as this varies, territory to territory, agent to agent.
DDP - The 'Delivered Duties Paid' incoterm means that we ship to your address, or a local collection point (delivery agent dependent), with duties, taxes and associated fees included.
DDP shipments are only applicable to EU orders shipping to a residential address.
International Orders:
Usually delivered within 3 days, but can be up to 28 days.
Taxes and duties will be raised upon your order’s entry into the local territory. The courier company will contact you by telephone or email; any fees can easily be paid directly to the courier online or over the phone. Once paid the order will be delivered directly to you or a nearby access point.
If your order arrives and the outer packaging is visually damaged from transit, please sign for it as damaged.
Shipping costs are calculated at the checkout and can vary based on the shipping territory and quantity of product.
Returns
We’re sorry to hear that our products weren’t quite what you were after on this occasion. Buying lighting products online can be tricky, sometimes you just must see it in the space to know. We’re happy to help organise a return, our returns process is detailed below.
All returns should be authorised by Coolicon Lighting prior to products being returned. Before returning your order please contact orders@cooliconlighting.com quoting your order number and the batch number of the product/s. Please ensure that you provide photos of the products and packaging on delivery and at despatch.
Returning your order:
Please ensure that the product/s are packaged sufficiently to protect them from any in-transit damage - we recommend outer packaging to help protect the boxes carrying the product/s.
Once packaged you can pop the product/s in the post back to us on a tracked and insured service – should the product/s incur any damage during their return journey you would be able to claim your money back. It is important to retain a receipt/proof of postage until you have confirmation that the product/s have been received back.
Please note, Coolicon Lighting can provide documentation and photographic evidence to assist with a claim but cannot pursue a claim on your behalf.
The postal address and contact details for returns will be supplied as part of the Returns process.
Refunding your order:
We continue to follow health and safety precautions and operate a 48-hour quarantine for all packages in. Once passed we will check the product/s for any damage and will issue your refund. Please allow up to 14 working days for the refund to appear in your account.
If the product/s have been damaged in transit we will supply documentation and photographic evidence to allow you to make a claim against the courier.
Returns: Terms & Conditions
Coolicon Lighting must be made aware of any returns within 14 working days of delivery.
Products will only be considered for exchange or refund if they are clean and dry and in ‘as new’ condition.
Products must be returned in their original packaging. For any packaging not returned in original, resalable condition you will be charged a nominal repacking fee of £5 per unit. This includes the removal of batch tags, over-labelling and/or taping and/or defacing of internal and/or external packaging.
Refund will be processed for the value of the goods. We do not refund the cost of your return postage unless the goods were supplied to you faulty or incorrectly due to an error on our part.
For full current terms and conditions please visit our Terms & Conditions page.
FAQ
Has my order been confirmed?
Can I edit an order after it has been confirmed?
If you have any queries about your order after it has been placed, please contact us at orders@cooliconlighting.com quoting your order number and we will do our best to help.
If you should wish to cancel your order, please check our Terms & Conditions page before emailing us at orders@cooliconlighting.com quoting your order number.
Made to Order - Timescales
Our products are handmade in batch production runs in small workshops and factories throughout England, an approach that ensures character-rich unique products. This traditional way of working results in variation in lead time and limited production capacity.
Any orders placed that include products which are; currently not in stock, multiple items of the same colour, or bespoke product/s, will be scheduled into production from the date of order.
Which countries does Coolicon Lighting ship to?
We deliver to the following territories:
Domestic: United Kingdom and the Channel Islands (Guernsey, Jersey)
International – within the EU: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovenia, Spain, and Sweden.
International – outside of the EU: Andorra, Australia, Canada, Gibraltar, Monaco, Norway, San Marino, Switzerland, Turkey, and the United States.
How much does shipping cost?
Shipping prices are calculated at the checkout and can vary based on the shipping territory and number of items ordered.
Shipping Timescales
Due to the handmade nature of our products despatch times can vary. If you require your order by a certain date, please contact us before placing your order so that we can advise you accordingly.
We always strive to despatch your order as soon as possible. In most cases, this can be made from stock and will be despatched within two working days. If your order is not in stock, we will schedule it into production. In this case we aim to despatch within 10 working days (two weeks) of your order date. If there are any significant delays, we will advise you as soon as possible.
Once your order has been despatched, please allow up to 14 days for your order to be delivered. You can track your order using the tracking number sent via email after despatch.
Please note that during peak season transit times generally increase, please allow up to 28 days for your order to be delivered once despatched.
If you’d like an update on the whereabouts of your order please email us at orders@cooliconlighting.com quoting your order number, we’re happy to help.
Can I track my order?
We do not provide tracking through the production process, however, you will be notified via email when your order is despatched and provided with a tracking number at this stage.
If you have any concerns about your order or would like an update on its progress, please contact us at orders@cooliconlighting.com quoting your order number and we will do our best to help.
What should I do if my order is damaged in transit?
If your order arrives and the outer packaging is visually damaged from transit, please sign for it as damaged.
If any items in your order are damaged, please contact us within two days of delivery, providing photographic evidence, so that we may pass on the details to the courier company. We deal with each claim on an individual basis.
How do I return my order?
For all information regarding the return of your order please see our Returns Process above.
International Shipping: Understanding VAT, Incoterms and EORI numbers
Is VAT included in my checkout price?
Domestic: For orders shipped within the UK, VAT is detailed at checkout.
International – within the EU: For orders shipped to an EU address, VAT and duties are included in your checkout price. Orders will be sent via DDP (Delivered Duty Paid) incoterms.
If you are a business within the EU and would like to claim VAT back, please contact us before ordering.
International – outside of the EU: Orders sent outside of the UK and EU are sent via DAP (Delivered At Place) incoterms. This means that, where applicable, you will be charged local duties, taxes, and associated fees on arrival. The local courier will contact you to arrange payment, this can easily be made online or over the phone.
What are Incoterms?
DDP – Delivered Duty Paid means that we ship with delivery, duties, taxes, and associated fees included in the checkout price. DDP is only available to order shipping to an EU address.
DAP – Delivered At Place means that we ship excluding duties, taxes and associated fees. Once your order arrives in the local territory, and where applicable, you will be charged local duties, taxes, and associated fees on arrival by the local courier.
EXW – Ex Works means that we will make your order available for collection from our business address. You, the customer, will need to arrange and pay for the transit of the order. Shipping under EXW incoterms is only available upon request to UK and International customers outside of the EU.
What is an EORI number?
The Economic Operators Registration and Identification (EORI) number is required when moving goods between UK and EU businesses. You can find more information on the GOV.UK website or the European Commission website.
If your business is in France, you can find more information on the Douane.gouv.fr website (available in English here).
Please note, orders to EU businesses will be placed on hold unless a valid EORI number is supplied.
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