FAQs

LightHaus – Frequently Asked Questions

How can I contact LightHaus?

You can reach us anytime at LightHausLighting_uk@gmail.com, where our team will be happy to help with orders, product questions, lighting advice, or installation guidance.

Do you ship worldwide?

Yes, we ship internationally. If shipping isn’t automatically available to your country at checkout, just contact us and we’ll arrange it for you.

Where do you ship from?

All orders are shipped from the United Kingdom. Some specialty items (such as marquee lighting or accessories) may be dispatched from our partner warehouses in Italy or Hong Kong depending on stock levels.

Can I change or cancel my order?

We aim to process orders quickly, so any changes or cancellations must be requested within 12 hours of placing your order.
After this time, we cannot guarantee changes — however, you are still welcome to return the order once it arrives.

What payment methods do you accept?

We accept all major payment methods, including:

  • VISA

  • Mastercard

  • American Express

  • PayPal

  • Clearpay/Klarna (VIA Shop checkout)

  • Standard UK debit cards

When will my order be processed?

Orders are processed Monday–Friday.
Please allow 1–3 business days for processing (slightly longer during busy periods or sales).
Once processed, your order will be shipped the following working day.

We do not ship on weekends or bank holidays.

How long will it take to receive my order?

Delivery times depend on the item:

  • UK orders: usually 2–7 days after dispatch

  • International orders: typically 1–3 weeks, depending on the country

Some items (such as marquee lights or special-order components) may have longer shipping times, which will be clearly stated on the product page.

What if I don’t receive my order?

If your order has not arrived within 30 days of dispatch, you are entitled to a full refund or replacement, no questions asked.

Will I be charged customs or taxes?

For UK orders, the price you see is the final price.
International buyers may be charged customs fees, import duties, or taxes depending on your country’s regulations. These charges are not included in product pricing and are the responsibility of the customer.

We are not responsible for delays caused by customs.

How do I return an item?

Just contact us at LightHausLighting_uk@gmail.com with your order number and the reason for return, and we’ll guide you through the process.

What if the item I received is defective, incorrect, or damaged?

Please email us immediately with:

  • Your order number

  • Photos of the product and packaging

  • A description of the issue

We will resolve the situation as quickly as possible with a replacement, refund, or suitable solution.

When will I receive my refund?

Once your return is received and inspected, refunds are issued back to your original payment method.

  • Most refunds process within 7–10 business days

  • Processing times may vary depending on your bank or card issuer

If you haven’t seen your refund after this time, please contact your bank or card provider for an update