Delivery & Returns
UK Delivery & Collection
Whilst every effort is made to deliver on time, due to the current Covid-19 pandemic, FedEx cannot guarantee Next Day Delivery on the FedEx Next day service.
We currently use FedEx for UK Mainland customers. Order by 2.30pm Monday to Friday, your order will be dispatched later that day and delivered on the next day. Orders placed after 2.30pm will be dispatched the following working day and therefore delivered the day after. Orders placed after 2.30pm on a Friday and across the weekend will be despatched on Monday.
|In store Collection||FREE||
Order before Midnight and collect in store next working day.
Orders will be held in store for 14 days. Please wait for notification before collection.
|Standard Delivery||£8.50/FREE||Free next working day delivery on orders over £75 to mainland UK (Excluding Highland Scotland)
Not spending £75? Delivery costs 8.50 - next working day.
Delivery for Scottish Islands, Highlands,
2-3 days for delivery
|UK Islands/Ireland Shipping||
ROI, Northern Ireland, Channel Islands, Isle of Man and Isle of Wight.
3-5 days for delivery.
Changed your mind?
Our goodwill refund policy does not affect your statutory rights under the Consumer Rights Act or other applicable legislation.
Our 'Goodwill' refund or exchange policy means you can return an item with a valid order summary document within 28 days of receipt. Our goodwill policy applies where there is no statutory right to a refund or exchange under the Regulations or otherwise. For a refund or exchange under our goodwill policy, items must be unused, returned in the original packaging and in a re-saleable condition. Delivery charges will not be refunded.
I've missed my delivery. What should I do?
If you have missed both delivery attempts by our carriers the goods will be send back to store and a new delivery fee will need to be charged. If you wish to cancel your order we will issue a missed delivery fee of £8.50 from your refund amount.
How do I return Items bought in store?
For a refund or exchange. Factory Shop purchases can only be returned to shop. Don’t forget to bring along your receipt.
How do I return items bought online?
Please login to your account, view your order and initiate a return from there.
We recommend you get proof of posting for peace of mind.
Simply return your item(s) using your local postal service; you’ll need to pay the postage.
Poole Lighting, The Factory Shop Returns
9 Cabot lane,
Once we have received your item(s) and checked the return we will issue your refund. All refunds are issued within 3 to 5 days of items being received.
I've lost my order summary/returns form. What should I do?
If you no longer have your order summary and you wish to return your items, Please call Online Customer Services on 01202 642739 to speak to one of our team.
I've received the wrong item. What should I do?
We’re really sorry about that. If you have received any incorrect items, you must inform us within a reasonable period of time (14 days). Where possible, you will be asked to return the products to us using one of our free returns options. If it is not possible for you to return the item, and if you are eligible for a refund or replacement, this will be discussed at the point of contact.
There is problem with the quality of my purchase. What should I do?
We’re really sorry about that.
Please contact our Customer Service team on 01202 642739 or [email protected] to discuss what to do next.
I've exceeded the 28 day limit for a full refund. What can I do?
If you purchased the item in store:
Your receipt will no longer be valid. We’ll give you a credit receipt for the item’s last known selling price, unless it’s faulty. If the item has gone into the sale since you bought it and you don’t have a valid receipt, you’ll be given a credit receipt for the sale price.
If you purchased the item online:
The order summary document that came with your order is your proof of purchase and will show a dispatch date – the last return date is 28 days from this date (we appreciate that online orders may arrive a few days after the dispatch date, so we do allow a few extra days for returns for online orders). If you miss this date, items can only be exchanged in store. If you return an item with an expired order summary document via post, it will be returned to you.
Do I get a refund if I don't collect my order?
We keep orders for 14 days; after that we’ll return the items to stock and issue a refund via the original method of payment. If you can’t pick up within 14 days, we can sometimes extend the holding period – please call the store on 01202 642704 to speak to one of our team.
What is the credit receipt policy?
Credit receipts are valid for 24 months from the date they’re issued – and can only be used in store. Please note: we can’t replace or extend lost, damaged or expired receipts.