FAQ'S
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Can I view your products in a showroom?
As we are an online retailer we do not have a showroom or premises for the public to visit, most goods are ordered directly from our supplier when an order is placed. However orders can be collected from our premises in Loughton - Strictly appointment only.
How do I order and pay for items?
We offer alternative ways to pay, such as online via paypal or credit/debit card, via cheque/postal order (when posting an order form), via telephone and bank transfer.
How do I receive my order confirmation?
If purchasing online an automatic email is sent shortly after the order has been placed. Please read through the email ensuring all details are correct and contact us if you notice any errors. If ordering via telephone or order form we will send out an email confirmation once the details are received and processed (this may take up to 24 hours for telephone orders and up to 10 days for orders sent via post).
At what time do I pay for my order?
All online and telephone payments are taken and processed at the time of order - this secures the customers items immediately. If paying via cheque, postal order or bank transfer all payments are banked/processed once received. If for whatever reason we cannot deliver an item or there is a delay, we will notify the customer immediately and the option to wait or a refund will be offered.
How long do I have to wait for my item to be delivered?
We usually deliver items between 5 - 14 days (sometimes even earlier). More fragile goods are shipped via a special delivery company who handles fragils furniture and may take slightly longer. If however your item is a bespoke product delivery will take longer as goods will go into production at the time of order and could take between 6 - 12 weeks. If an item is out of stock with our either with ourselves or our supplier we will contact you as soon as possible with a lead time.
How will my item/s be delivered?
For smaller lighting and chandeliers we use UK Mail or a similar courier (signed service) . For larger /bespoke items we use a fragile goods courier, who will contact you directly to book in a convenient delivery day (signed service).
Can couriers deliver to my choice of room?
Our couriers CANNOT offer this service due to insurance policy restrictions. They can deliver up to your door or the threshold of a building providing access is available. It is the customers responsibility to make arrangements to move the item from there on.
Can I collect my order?
Orders can now be collected from our base in Loughton IG10.
What if my item is delivered damaged?
We inspect each item prior to despatch and all goods leave us in perfect condition so they should reach our customers in the same condition. However on the very odd occasion goods may be damaged in transit. We advise customers to note any damages on the box/es at the time of delivery/signing (this helps us prove items were damaged in transit). In the case of a damaged item our first step of action is to provide the customer with replacement parts (e.g: glass droplets) if this is not possible the second step of action is to exchange the complete unit for a brand new one, if our supplier is out of stock the third step of action is have the unit collected and provide the customer with a full refund.
ALL DAMAGES MUST BE NOTIFIED WITHIN 48 HOURS, PHOTO EVIDENCE MAY BE REQUIRED.
Can I cancel an item before it's delivered?
Once a bespoke or special order item has been ordered it cannot be cancelled. If a regular stock item is ordered you can cancel in writing (email) within 7 days, after this stage it is likely that your item has been despatched and customers would therefore need to follow the below returns procedure.
Can I return my item/s?
We hope you are delighted with your purchase, however if you would like to return a products because it's not to your liking you can do so by contacting us as soon as possible and we will email you a returns label which you must affix on the box when returning an item. Our return address will be on the label we email you. All returns must be sent back to us within 7 DAYS and in the original packaging, unused and in the original condition (they will be inspected in full before any refunds are given).
We offer a free return service. Please note the original delivery charge paid in non-refundable and will be deducted from the refund.
ALL RETURNS MUST BE PRE-AUTHORISED. IT IS THE CUSTOMERS RESPONSIBILITY TO ENSURE THAT LIGHT AND FURNITURE FIT INTO THEIR ROOM AND ARE THE APPROPRIATE DIMENSIONS PRIOR TO ORDERING TO AVOID RETURNS AND INCURRING RETURN & RESTOCKING CHARGES.
How long does it take to be refunded?
It may take up to 28 days for a refund to be approved and processed. Please note: Alexander & Pearl Ltd is not responsible for any interest charges made by your credit card company whilst waiting for returns to be refunded.
At what point should I book my Electrician?
We strongly advise customers book their Electricians in after they receive their lights from us and have checked them over. Alexander & Pearl Ltd is not responsible for any delivery delays or manufacturing delays. Booking an Electrician on the promise of a delivery deadline may incur unnecessary costs for the customer in the event of a delay or an issue with the light fitting.
Do you deliver Internationally?
No.
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