Delivery & Returns Information
How long does it take to dispatch my order?
We dispatch within 3 working days.
How long is the standard shipping time?
After our 3 day dispatch time, your item will normally be delivered within 1-2 working days via DPD next day service.
Our Next Day Delivery Service
We now also offer next working day delivery (£25) on all orders to UK mainland.
Please note: Artifact Lighting dispatch orders Monday - to Friday only.
Any orders placed after 11am on Thursday will be delivered the following Monday. Orders placed after 11am Friday will be delivered the following Tuesday.
Orders are sent via DPD next-day delivery. Once your order has entered the DPD system you will receive a confirmation notification via SMS and email. As soon as your order has been dispatched you will receive confirmation from DPD with tracking information. On the day of delivery you will be notified of your delivery window. Please enter the necessary contact information at the checkout to ensure you receive this communication.
If for any unforeseen circumstances your order can not be delivered the next day, we will do our best to notify you as soon as possible and will refund your delivery charge. In this event we are not liable for any costs incurred (i.e. rescheduling of electricians etc.).
Artifact Lighting offer a 30 day return policy on all our products, if for whatever reason you aren't satisfied with your product - please read the details below to arrange your return with us.
Where do I post returns to?
Please return items to:
Artifact Lighting Ltd, Centurion House, Woodside Road, Bournemouth, Dorset, BH5 2BA
Please include a note with your name and order number so we can correctly identify your return.
Who pays for returns postage?
The return postage is at the customer’s expense. The return postage fee (with a maximum value of £15) will only be reimbursed if the item clearly does not match the product description on the website. In such cases, the customer must provide us with a copy of the postage receipt.
All returns must be sent by a recorded service as proof of delivery may be required.
What returns are NOT accepted?
- Returns are not accepted for our commercial customers.
- Returns are not accepted for international orders.
- Returns are not accepted for bespoke shade colour order.
- Items must be returned in the condition in which they were sold, i.e. unused and unaltered.
How long will the refund take?
Once a return has been accepted, a refund will be made within the next 30 days.
Missing or damaged items
What do I do if something is missing or damaged?
You must check the contents of your delivery within 48 hours of receipt. If anything is missing or broken you must let us know via email within 48hours of receipt. After 48hours the delivery is taken as successful. We will always be fair and in some situations, if notice is not given within 48hours, we may still offer support but we are under no legal obligation to do so.
Every care is taken by our experienced freight team to make sure your purchases arrive safely and on time.
Items are carefully hand packed in double-wall corrugated boxes to ensure their safety in transit.
All items shipped are insured by our courier, for the unlikely event that any damage might occur. If your item arrives damaged please let one of our team know as soon as possible. Please do not dispose of packing material as this will need to be used as part of the insurance claim.
You will need to provide us with clear images of:
- The damaged item
- Shipping label on the box
- Any damage to external packaging
- Inside of the box
Our couriers will supply you with a one hour time slot on the day they will deliver, if you are not going to be in, you will be able to provide the courier with instructions on where to leave your parcel.
International shipping & Import VAT
Are there fees for international shipments?
We do ship internationally but due to the vast array of fees you will need to contact us with your order for a shipping quote.
Please note: We do not take any responsibility for import VAT.
What happens if I have a failed delivery?
A £25 admin fee is applicable for all deliveries that are returned to us due to the fault of the buyer. Reasons include, but are not limited to, an incorrect delivery address given and at least 2 failed delivery attempts by our courier.
When payment is made through Paypal, we will use the delivery address given to us by Paypal, unless otherwise notified by email within 2 hours of the purchase.
In the event of a failed delivery, an additional redelivery charge is also applicable. This price will be charged at the true value of the delivery service and may be higher than the original delivery price charged.