Need a little help?
Frequently Asked Questions
We've answered some of the most common questions about shopping with Thrulight, including delivery, orders, returns and product information.
If you can't find what you're looking for, our friendly team is always happy to help.
Free tracked delivery
on orders over £35
Free next day
on orders over £100
30 day returns
hassle-free policy
Friendly UK support
Mon–Fri, 10am–5pm
Delivery & Shipping
01
What delivery options do you offer?
We use InPost (formerly Yodel) for tracked parcel deliveries.
We also offer next working day delivery with DPD, DHL or InPost, subject to availability, delivery location and the service selected at checkout.
Do you offer free delivery?
Yes! We offer:
- Free standard tracked delivery on orders over £35.
- Free next working day delivery on orders over £100, subject to our 2 pm order cut off on working days and delivery availability.
Available delivery options and any applicable charges will be displayed at checkout.
How long will it take to receive my order?
Orders received before 2 pm on a working day are normally dispatched the same day, subject to payment clearance and stock availability.
Orders received after 2 pm, at weekends or on bank holidays may not be dispatched until the next working day.
Next working day services are available through DPD, DHL and InPost. The delivery date depends on the service selected at checkout and the destination.
You'll receive an order confirmation email after your purchase and a further notification with tracking details once your order has been dispatched.
Can I track my order?
Absolutely! Once your parcel has been dispatched, we'll email you a tracking number.
You can use this number on the courier's website to follow your parcel's journey and check its estimated delivery date.
Do you deliver to all UK postcodes?
We deliver to most UK addresses. However, certain remote locations, including parts of the Scottish Highlands, may be excluded from our delivery services.
If you're unsure whether we can deliver to your postcode, please contact us before placing your order.
What happens if my delivery is delayed or goes missing?
We understand how frustrating delivery problems can be.
If your parcel hasn't arrived as expected, please contact us with your order number. We'll investigate with the courier and work towards resolving the issue as quickly as possible.
Orders & Products
02
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible.
We'll do our best to accommodate your request before dispatch. Once your parcel has been handed to the courier, changes may no longer be possible.
Your statutory cancellation rights remain unaffected.
How do I know which lighting product is right for me?
We provide product descriptions and technical specifications to help you choose the right lighting.
For downlights, we recommend checking these before purchasing:
- Cut out diameter
- Installation depth
- Fire rating
- IP rating
- Dimming compatibility
Not sure which product you need? Just get in touch. We're happy to help.
Are your LED lights dimmable?
Many of our LED lighting products are available in dimmable versions, but not all lights support dimming.
Please check the product specifications before ordering, and ensure your dimmer switch is compatible with the selected LED light.
Do I need an electrician to install my lights?
Some lighting products require professional electrical installation.
For safety and compliance with applicable electrical regulations, we recommend using a suitably qualified electrician and following the manufacturer's installation instructions.
Returns & Refunds
03
Can I return an item if I change my mind?
Yes. We offer a 30 day returns policy, allowing you to request a return within 30 days of receiving your order.
For change of mind returns, products should generally be unused, uninstalled and in their original condition.
Please contact us before returning an item so we can provide the appropriate instructions. This policy does not affect your statutory consumer rights.
What if my item arrives damaged, faulty or incorrect?
We're sorry if something isn't right with your order.
Please contact us with your order number and a description of the problem. Photographs can also help us resolve the issue more quickly.
We'll arrange an appropriate solution, including a replacement or refund where applicable. If a faulty or incorrect item needs to be returned, we'll arrange return postage at no cost to you.
Who pays for return postage?
For change of mind returns, customers are normally responsible for return postage costs.
If an item is faulty, damaged or incorrect, we'll arrange the necessary return at no cost to you.
Please contact us before sending anything back.
How long does a refund take?
Refunds are issued to your original payment method in accordance with our returns policy and applicable consumer law.
Once your refund has been processed, the time it takes to appear in your account depends on your bank or payment provider.
Contact & Customer Support
04How can I contact Thrulight?
We're always happy to help with product enquiries, orders and aftersales support.
10:00 am to 5:00 pm Closed on weekends
You can also send us a message through our Contact Us page.
Still have questions?
We're here to help you find the right lighting and make your shopping experience as straightforward as possible.