• The quickest way to get product advice, stock availability, or lighting recommendations is via Live Chat (bottom right of your screen).
  
• Our team are usually online Monday – Friday, 9 am–5 pm.
  

If we're offline, you can leave a message and we’ll reply by email as soon as we’re back.

All returns must be requested via email to

📧 queries@thelightingvault.co.uk

Please include your order number, product name, and reason for return.

Our returns team will send next steps and return instructions.

For any order-related issues such as:

• Missing or incorrect parts
  
• Faulty or damaged items
  
  
  Please email (within 5 days of receipt) queries@thelightingvault.co.uk
  
  Include your order number, photos (if applicable), and a brief description of the issue.

For anything else — such as trade quotes, delivery times, or order updates —

please contact our sales team at

📧 sales@thelightingvault.co.uk

Please note that our standard response time is 24 - 48 hours. Repeated emails within the same thread will not result in a quicker response — instead, they will reset the 48-hour reply period from the most recent message.

Emails are not attended at weekends and Bank Holidays.

For the quickest assistance, please use our live chat feature available on our website.

UK Mainland Delivery

• Orders over £99 – Free delivery
  
• Orders under £99 – £6.95 standard delivery
  
• Express delivery – £7.95 (subject to availability)
  

Pallet Deliveries

Please note: our Salzburg Large Square Flush Lights are delivered via pallet service, as these items are large and pre-assembled.

• Orders under £1000 – £35 pallet delivery charge
  
• Orders over £1000 – Free pallet delivery

Express delivery is available on lots of our products. If this is available on the product you are interested in the EXPRESS SHIPPING option will be available at checkout.

Unfortunatley Express Shipping is not available on all products and is subject to availability.

UK MAINLAND EXPRESS SHIPPING - £7.95 *subject to availability

We aim to ship most orders within 7 working days of ordering if the STANDARD SHIPPING option has been selected.

Express delivery of 1 - 3 working days is available on lots of our products. If this is available on the product you are interested in the EXPRESS SHIPPING option will be available at checkout.

Some products give an estimated delivery time in the product description, which may be 1-2 weeks for delivery. If there is no delivery time we would expect to ship the item within our standard 7 working day terms. 

PLEASE NOTE: ORDERS PLACED DURING SALE PERIODS ARE SUBJECT TO A LONGER DISPATCH TIME OF UP TO 14 WORKING DAYS DUE TO HIGH VOLUME OF ORDERS.

We ship all orders by tacked courier service and you will be sent tracking information via the courier nce your order has been dispatched.

We use several different couriers to ship our orders - this may vary depending on the item you have ordered.

Once your order has been dispatched, you’ll receive an email with your tracking details. Please note that tracking information isn’t always live immediately — it can take a little time to update once the courier processes your parcel.

DPD Deliveries:

DPD tracking typically goes live as soon as your order has been collected from our warehouse. You’ll be able to see real-time updates, including your delivery time slot once the parcel is scanned into their network.

Evri Deliveries:

Evri tracking may take a bit longer to go live. It’s not always active straight away, and updates may only appear a short while after dispatch once the parcel reaches their processing centre.

If your tracking link isn’t showing updates straight away, don’t worry — it’s on its way! Please allow some time for the courier to scan and activate your parcel in their system.

We’re proudly based in South Yorkshire, England 🇬🇧.

Our lights are shipped from here across the UK, and we’re always happy to help customers nationwide find the perfect lighting for their space.

Although we don't offer trade accounts, we do work closely with interior designers and home builders to provide lighting for their projects. If you are working on a project please contact us with your company details and the project requirements to see how we can work together. 

We already provide everyday low prices, so we don't offer trade discounts on single items or smaller orders. However, if you are looking to place a particularly large or bulk order, please contact us. 

Please note: we do already offer multi-buy discounts on some of our most popular products.

Unfortunately, once an order has been placed, we’re unable to cancel it. Our system automatically processes orders immediately to ensure quick dispatch and delivery.

We use an automated fulfilment system that begins processing orders as soon as they’re confirmed. This allows us to prepare and ship your items as quickly as possible, but it also means we’re unable to intercept or stop the order once it’s in motion.

If your order is no longer required, you can request a return once it has been delivered. Please contact our customer service team to arrange the return in line with our returns policy.

Yes. Once your returned item has been received and inspected, we’ll issue a refund to your original payment method, in accordance with our returns policy.

We are happy to refund or exchange any order placed on our website provided it is within 14 days of receipt.

You can read our full returns policy on our website. here: https://thelightingvault.co.uk/pages/returns-policy

Please note we cannot process any return or exchange requests by telephone or through social media.

To start a return, please email queries@thelightingvault.co.uk within 14 days of receiving your order. In your email, include your order number and the reason for the return. This ensures we can process your request quickly.

No. Please do not return any items without first contacting queries@thelightingvault.co.uk. We’re unable to process or refund returns that have not been authorised through our system.

Unless your item is faulty, damaged, or incorrect, the customer is responsible for return shipping costs. We recommend using a tracked service to ensure your parcel reaches us safely.

Unfortunately, we’re unable to accept returns in person. All returns must be sent back via courier following the instructions provided by our team.

Our warehouse isn’t always staffed for customer drop-offs, so we can’t guarantee that someone will be available to receive your parcel in person. Using a courier ensures your return is tracked, received, and processed smoothly.

If you experience any issues with your order, such as missing items, damaged products, or incomplete parts, please contact us as soon as possible by emailing queries@thelightingvault.co.uk.

Please include your order number in the email and attach clear photographs of the issue where possible. This helps our team resolve your query quickly and efficiently.

All order issues must be reported within 5 days of receiving your order. Unfortunately, we may be unable to assist with claims made after this time frame.

No. All order issue requests must be sent directly to queries@thelightingvault.co.uk. We’re unable to process these requests through any other email address, social media channel, or phone line.

We love helping you light more of your space — and it’s easy to save when you buy multiple lights from The Lighting Vault.

🛍️ Step 1 – Choose your offer

On product pages with a Buy More & Save offer, you’ll see a red “Add Bundle” section above the normal Add to Basket button.

Here you can pick your quantity and see the exact saving you’ll receive — for example, “Buy 3 and save 10 %.”

🧾 Step 2 – Add your discounted items

Click Add Bundle to apply your multi-buy offer.

This option automatically adds the correct number of products to your basket with the discount applied — no code needed.

✅ Tip: The red Add Bundle button is the one that activates your savings.

The grey Add to Basket button is for single-item purchases at the regular price.

💰 Step 3 – Checkout and enjoy the savings

Your discount is automatically applied at checkout.

You’ll see the reduced price and your total saving before completing your order.

PLEASE NOTE: ONLY 1 DISCOUNT CAN BE USED PER ORDER. MULTI-BUY OFFERS CANNOT BE COMINED WITH ANY OTHER DISCOUNT CODE

How do I enter a discount code at checkout?

1. Add your items to the basket
   
   Browse our store and click “Add to basket” on the items you’d like to purchase.
   
2. Go to checkout
   
   Once you’re ready, click the shopping basket icon in the top-right corner and select “Checkout.”
   
3. Enter your discount code
   
   On the checkout page, you’ll see a box labelled “Discount code” or “Gift card.”
   
   Type or paste your code into this box, then click “Apply.”
   
4. Check your total
   
   Once applied, the discount will appear in your order summary, and your total will update automatically.

• The code may have expired.
  
• It might only apply to specific products or collections.
  
• It may require a minimum order amount.
  
• Only one discount code can be used per order.
  
• Discount codes cannot be combined with multi-buy offers or other promotions.
  
• Check for spelling errors or extra spaces when entering the code.
  

If you’ve checked all of the above and your code still doesn’t work, please contact our support team for assistance.

Only one discount code can be applied per order. Discount codes cannot be used in conjunction with multi-buy offers, bundle deals, or other promotions.

If you have multiple offers available, we recommend choosing the one that gives you the best overall saving before completing your purchase.

We accept all major credit and debit cards - including American Express. You can also pay via Paypal.

Yes — we offer flexible ways to spread the cost. At checkout you can choose either Klarna or PayPal Pay in 3 to split your payment into interest-free monthly instalments. Simply select your preferred option when completing your order online.

Unfortunatley we only accept payments via the secure checkout on our website.

When checking out with Shop Pay, you have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into equal, installment payments with monthly installments with no hidden or late fees

1. Add items to your cart (or shopping bag).
2. Check out with Shop Pay.
3. Choose the option to pay in installments.

Your first payment is due at checkout. The remaining payments are automatically charged to your card saved on Shop Pay based on the payment plan you chose. Don't worry, you'll get an email reminder before each payment to remind you. 

Debit cards are accepted as a payment method for Shop Pay Installments orders in all countries. In some countries, credit cards might also be an available payment method for certain Shop Pay Installments orders.

Credit is offered by Shopify International Ltd. (FRN: 1031087)in partnership with Affirm UK Limited. Shopify International Limited is an Appointed Representative of Affirm U.K. Limited, trading as Affirm, which is authorised and regulated by the Financial Conduct Authority (FRN: 756087). Affirm’s company number is 10199101 and its registered office is at C/O TMF Group, 1 Angel Court, 13th Floor, London, EC2R 7HJ. 

Most of our lights will NOT include light bulbs as standard. This can be different on each product as some lights have built in (integrated) LED lights.

If the light does not include light bulbs we have a drop down option on each product where you can add a full set of Premium LED light bulbs for your chosen light.

If you chose to add on the light bulbs to the light you are purchasing, we will include a FULL SET of our PREMIUM, LED DIMMABLE light bulbs with your order. These will be shipped with your order so you can enjoy your new light straight away!

We can provide a VAT invoice for all orders if required. Please request this by emailing: queries@thelightingvault.co.uk

Yes - the minimum stated drop of a light will include all of the light and is measured from the ceiling to the lowest point.

Yes - the maximum stated drop of a light will include all of the light and is measured from the ceiling to the lowest point.

In most cases we can provide replacement parts for our lights if they are needed.

Please note we are only able to offer spare / replacement parts for lights which have been purchased from ourselves.

Please contact us via sales@thelightingvault.co.uk for more info.