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Cancel or return your order - Exchange an item - Conditions for returns - Sending your return - Costs - Refunds - Important notes - Cancel my order (withdraw from contract) form - Terms & Conditions

Cancel, return or exchange my order

At Coolicon Lighting, we want you to be happy with your purchase. If you change your mind or have a problem, you can return or exchange your items. You have 28 days after delivery to request a return. 

Your right to cancel (EU customers)

  • You can cancel your order without giving a reason, but we would appreciate if you do 
  • This right lasts 28 days from the day you receive your order. This is longer than the standard EU 14‑day period 

Cancel or return your order 

Cancel my order (withdraw from contract)

You will need: 

  • Your order number 
  • The name and email used when you placed the order 

After you send your request, you will receive an email confirmation with the details you entered. 

Conditions for returns

You can return your items if: 

  • The order was placed on our website 
  • The order was delivered to an EU country 
  • You request the return within 28 days of delivery 
  • The item is unused and in as-new condition 

Items that cannot be returned

  • Personalised or made‑to‑order items (e.g. Bespoke Length Suspension Sets) 
  • Unique items such as the Outlet Sale items 

Faulty or damaged items 

Please check your items when they arrive. 

If something is damaged or faulty, contact us as soon as possible: orders@cooliconlighting.com 

Exchange an item 

If you want to exchange an item, please email us: orders@cooliconlighting.com 

 

Include: 

  • Your name 
  • Your order number 
  • The item you want to exchange 

Exchange my items

How to return your items 

1. Tell us you want to return your order by filling in the form below: 

Cancel my order (withdraw from contract)

You will automatically receive an email confirmation with the information you submitted. 

2. We will send you return instructions

3. Send the items back within 14 days 

How to package your Coolicon items for return 

Please pack your items carefully to avoid damage during transport. 

  • Use the original boxes if possible 
  • Add padding to protect the items 
  • If you do not have the original packaging, use strong outer packaging 

 

Standard lampshades 

  • Use the outer box the lampshade arrived in 
  • Place the lampshade back inside the product box 

The cardboard insert inside the box is designed to keep the shade in place. 

  • Make sure the insert is fitted correctly 
  • All 4 flaps should sit around the lampshade, not under it 

If you are returning a suspension set with the lampshade: 

  • Place the suspension set inside its envelope 
  • Put the envelope under the lampshade 
  • Hold one corner of the envelope in place with the edge of the lampshade. This helps prevent movement during transport 

Also include: 

  • Batch tags 
  • Instructions 
  • Lightbulbs 

Place the product box inside an outer box. Add padding if needed. 

 

 

Craftsmans lampshades 

  • Place the lampshade back inside its box 

The cardboard insert keeps the shade in place during transport. 

  • Make sure the insert is fitted correctly 
  • All 4 flaps should sit around the lampshade

If you are returning a suspension set: 

  • Keep the suspension set separate from the lampshade, this helps prevent damage

Also include: 

  • Instructions 
  • Lightbulbs 

Place the product box inside an outer box. Add padding if needed.

 

 

Suspension sets 

  • Wrap the lampholder in tissue paper, this helps protect the ceiling cup 

For porcelain lampholders use thick tissue paper or bubble wrap, this helps prevent breakage 

 

Next: 

  • Coil the cable neatly 
  • Place the lampholder inside the ceiling cup 

Then: 

  • Put everything back into the original envelope 
  • Include the instructions 
  • Seal the envelope securely 

Sending your return 

Customs information (EU returns) 

 

Because your return is sent from the EU to the UK, customs forms are required.

Important steps

  • Mark your parcel as “returned goods”
  • This helps avoid paying import taxes again

Documents

  • Your courier will create the customs form (CN22 or CN23), sometimes this form is digital
  • We will email you the commercial invoice from the original order. Reference it to fill in the new shipment. 

Attaching documents

  • Follow your courier’s instructions
  • Attach all documents to the outside of the parcel

If documents are missing, customs may:

  • Delay your parcel
  • Return it to you

Shipping tips

  • Use a tracked and insured service
  • Keep your proof of postage
  • Share your tracking number with us, this helps us follow your return

Send your parcel to: 

 

Coolicon Lighting Ltd. 
36 Dalmeny Street 
Edinburgh 
EH6 8RG 
United Kingdom 

Before you send your parcel 

  • Add the shipping label to the outside of the box 
  • Make sure all necessary customs documents are attached 

Shipping 

  • Use a tracked delivery service 
  • We also recommend insurance in case of damage or loss

After sending

  • Keep your proof of postage 
  • Keep your tracking number 
  • Follow your parcel using the tracking link 
  • Send us the tracking number so we can monitor the return 

Costs 

  • You must pay the return shipping cost 
  • If your item is faulty, we will review this and may refund the shipping cost 

Refunds 

Once we receive your return:

  • We will check the items
  • We will refund you within 14 days or receiving the goods

Your refund will include: 

  • The cost of the goods 
  • The standard delivery cost (excluding Duties and import taxes) 

We will process the refund once we received the goods.

Important notes 

  • Items should be returned in good condition 
  • You may be responsible for any loss in value if the item has been used more than necessary 
  • Return shipping costs are not refunded unless the item is faulty 

Need help? 

If you have any other questions, please let us know at orders@cooliconlighting.com and we will be happy to help. 

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Returns: Terms & Conditions 

We comply with the EU Directive 2023/2673 and allow consumers to exercise their right of withdrawal from all contracts concluded at a distance before their order is fulfilled, and up to 28 days after the order was received. In accordance with your statutory rights, you are not required to give a reason for returning your items. However we would appreciate if you do, so we can improve our products and service in the future.  

 

Products will only be considered for exchange or refund if they are clean and dry and the product and packaging are is ‘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 as outlined in our Terms & Conditions page. This includes the removal of batch tags, over-labelling and/or taping and/or defacing of internal and/or external packaging. Where applicable, return fees & surcharges and costs incurred will not be refunded. We cannot be held responsible for surcharges from errors when booking the return shipment.

 

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. Please note, Coolicon Lighting can provide documentation and photographic evidence to assist with a claim but cannot pursue a claim on your behalf. 

 

A 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. 

 

If you have registered your returned item/s with our Lifetime Guarantee, the guarantee will be voided and you will need to register your replacement items once you receive them. 

 

For full current terms and conditions please visit our Terms & Conditions page.