1. Product Information & Pricing
Specifications: All weights, dimensions, and performance data in our literature are approximate and do not constitute an implied contract term. We reserve the right to amend designs without prior notice.
Handmade Nature: Due to the handmade nature of our goods, items may vary slightly from website images. Variations in colour due to monitor settings or natural finishes are not considered faults. We recommend viewing items at our Visitor Centre if specific variations are a concern.
Pricing Errors: A sale agreement is only formed once goods are successfully dispatched. We reserve the right to cancel orders or offer the correct price if an item was mispriced due to a genuine mistake.
Origins: While we source from UK workshops whenever possible, components may originate globally to maintain Victorian design standards. All orders support our UK metalworks.
Acrylic/Perspex: Superficial marks or scratches may occur on these materials. We recommend using a specialist Perspex cleaner to buff these out.
2. Ordering & Installation
Suitability: Customers must ensure goods are suitable for their needs before ordering. We accept no responsibility for incorrect orders.
Tradespeople: Do not book tradespeople until your items have arrived and been fully inspected. We are not liable for any third-party costs or delays.
Electrical: Unless stated, goods are supplied unwired, uncertified, and without IP testing. Installation must be carried out by a qualified professional.
Installed Items: Once a product is installed, we are not liable for deinstallation costs. If you are dissatisfied with an installed product, contact us immediately before taking any action.
3. Delivery Policy
Standard Delivery: Typically made within 7 working days, though bespoke items may take up to 28 days.
Free Next Day Delivery: Available on marked items for the UK Mainland only (excludes Highlands, Islands, and NI). Orders must be placed before 3pm Monday–Thursday. Weekend orders are dispatched on Monday. While we have a 99.9% success rate, next-day delivery is not guaranteed.
Pallet Deliveries: Kerbside only. Drivers may manoeuvre pallets onto the property at their discretion. Packaging and pallet disposal are the customer’s responsibility.
Property Damage: All deliveries are performed by independent third-party carriers. English Lamp Posts accepts no liability for damage to property (driveways, vehicles, etc.) caused during delivery. Claims must be filed directly with the courier.
DPD Deliveries: DPD will attempt delivery once. If missed, the parcel will be held at a local drop-off point for 7 days. Failure to collect will result in the item being returned to us, incurring a 25% restocking fee and additional redelivery charges.
4. Returns & Cancellations
Standard Returns: You must notify us within 14 days. Items must be unused and in original, unbroken packaging.
Fees: A minimum 25% restocking fee applies to all returns. Original carriage costs are non-refundable. Buyers are responsible for return shipping and insurance.
Cancellations: For "Change of Heart" cancellations before dispatch, a fee of up to 25% may be deducted if labour or materials have already been used on your order.
Bespoke Items: Custom-made or "Made to Order" products are non-refundable unless inherently faulty.
Damages: Any damage must be reported via email within 48 hours. You must note any visible damage when signing for the delivery.
Faulty Goods: Must be returned for inspection. If found inherently faulty, a full refund (including return postage) will be issued within 5 working days.
5. International Shipping
International orders incur additional charges based on size and weight. This is an uninsured service; we strongly recommend that customers arrange their own transit insurance. We are not responsible for local duties, customs, or clearance fees. Once collected by your courier or delivered to a freight forwarder, our responsibility ends.
6. Discount Codes
WELCOME5: Valid for purchases under £2,000. Limited to one use per customer. Not valid on reclaimed/used products or in conjunction with other offers. We reserve the right to withdraw codes at any time.
7. Seasonal & Holiday Periods (Christmas)
Orders placed after mid-December may not arrive before Christmas due to courier volumes.
Shut Down: Our offices typically close between 23rd December and 4th January. Orders placed during this time will be processed upon our return.
Extended Returns: Items purchased between 1st December and 10th January qualify for an extended 28-day return window.
8. General
Calls: All inbound and outbound calls are recorded for training and quality purposes.
Contact: For support, please call 01691 610952 or email support@englishlampposts.co.uk.