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Help & FAQs

We're here to help. You should find the answers to most queries below, but if you have any further questions, please email us at customersupport@lyco.co.uk or call 0843 317 7820.

General | Ordering | Delivery | Returns | Policies & Services

General

Q1. Are light bulbs included with your light fittings?

Yes, some light fittings do come with light bulbs included in the price. Where they don't, you'll find the bulbs you need clearly indicated in the product information.

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Q2. Do your prices include VAT?

As we serve businesses as well as those not eligible for VAT we give you the option of how you would like to see the prices, with the VAT included or not.

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Q3. Do you offer a guarantee?

Yes. In fact we offer two guarantees on most of our items, a 12 month warranty/guarantee and our 14 day 'change your mind' guarantee. In addition, many products carry a manufacturers’ extended warranty of from 2 - 20 years. All guarantees and warranties are stated clearly alongside each product.

In the rare event that an item does not work as it should and is covered by one of the above guarantees, simply contact our experienced Customer Services Team at customerservice@lyco.co.uk or call 0843 317 7820 and your item will either be expertly repaired or quickly replaced.

Our 14 day Change Your Mind Guarantee
We are so confident that our products will exceed your expectations that we offer a 14-day Change Your Mind Guarantee on most items. This means you can easily return part or all of your order after it has been delivered. You won't have to wait long for your refund as we aim to process all 'Change Your Mind' returns within 10 working days.

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Q4. Do you offer discounts for large orders?

Yes. Almost every item shown on our website or in our catalogue will have a discounted price for buying a larger quantity. In addition if you require a bulk quantity please contact our sales team on 0843 317 7820 and they will be pleased to assist you

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Q5. How do I know your site is secure?

Our site is secure by way of 128-bit SSL (Secure Socket Layer) encryption, which is the industry standard for safe online shopping.

In addition your personal data is totally protected and we never store credit card details.

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Q6. What payment methods do you accept?

Paying for your order couldn't be easier. We accept all major debit and credit cards including Visa, Mastercard, Switch, Maestro and Solo, as well as most Company Purchasing Cards.

A flexible and convenient Lyco Business Account can be set up for limited companies, educational establishments and government organisations. Opening an account is incredibly easy as there are no forms to complete - just place your order and we'll take care of the rest.

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Q7. What if I find the product cheaper elsewhere?

We offer some of the best value prices on the internet for light bulbs, light fittings and maintenance products. That's because we are leaders in our field, so we have massive buying power and we pass all the savings on to you.

Our team of buyers are constantly monitoring prices across the internet to ensure our prices are always up to date.  If you should find the identical product being sold at a lower price please let us know.

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Q8. The product I want is out of stock. Can you inform me when it's back in stock?

Yes. We are one of the few websites to not only hold stock but to also show the up to date, real time  stock position on our website. Our aim is to have 99% of stock available at any one time. If an item you require is shown as to be out of stock  please place your order, the likelihood is that it is only out of stock for a few days and it will automatically be sent out when its back in stock. If you wish to find out the availability of any item please call our Sales team on 0843 317 7820

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Ordering

Q1. How do I know my order has been received?

Q2. Can I order by telephone?

Q3. I have an order query - who can I contact?

Q4. Can I change or cancel my order once it has been placed?

Q1. How do I know my order has been received?

When you order online a confirmation page will appear after your payment has been processed. We also send you a confirmation email, so you can be confident that your order has been safely received.

If you are concerned that we may not have received your order simply call our Customer Service Team on 0843 317 7820 or email them at customerservice@lyco.co.uk and an advisor will be able to track the status of your order.

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Q2. Can I order by telephone?

Yes, simply call our sales team on 0843 317 7820 and your order will be taken quickly and efficiently. Our sales lines are open Monday to Friday, 8:30am to 6pm and our fully trained staff can also give you advice on any of our products, both before and after you buy.

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Q3. I have an order query - who can I contact?

Our experienced Customer Service Team is ready to answer any queries you may have Monday to Friday, 9:00am to 5:30pm. Call them on 0843 317 7820 or send an email to customerservice@lyco.co.uk, for a fast and efficient response.

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Q4. Can I change or cancel my order once it has been placed?

Yes. We process orders very quickly so please contact our Customer Service Team as soon as possible should you need to change or cancel your order. Every effort will be made to make any alterations prior to dispatch. If your goods have already been dispatched you can take advantage of our convenient Change Your Mind Guarantee. For full details about returning goods take a look at our Returns Policy .

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Delivery

Q1. Do you deliver to my area?

Q2. How will my goods be delivered?

Q3. How much is your packing and handling charge?

Q4. When will my order arrive?

Q5. Can I track my order?

Q6. What if I am not in when you deliver?

Q7. What if I receive the wrong items or my order is incomplete?

Q1. Do you deliver to my area?

We deliver throughout the whole of the British Isles - which includes Northern Ireland, Shetland and Orkney, the Western Isles, Channel Islands and Scilly Isles. However, due to their fragile nature we are unable to deliver some products non-mainland UK destinations.

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Q2. How will my goods be delivered?

We use a fleet of the most professional carriers who take the utmost care and pride in delivering your order quickly and efficiently. Items are robustly packaged and barcode labeling is used to speed up this process. Upon arrival at your address, a signature is required to ensure you have safely received your order.

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Q3. How much is your delivery charge?

Delivery charges to all zones (ex VAT) are:

Zone Service Charge Order Value
1 Next Working Day FREE £50
1 Next Working Day £5.99 £0-49.99
       
2 2-3 Working Days FREE £50
2 2-3 Working Days £5.99 £0-49.99
       
3 3-4 Working Days FREE £50
3 3-4 Working Days £5.99 £0-49.99

Additional Services & Charges (ex.VAT)

Next Working Day Delivery Before 12.00 Noon:  Add £10.00 to any of the standard delivery charge

Saturday Morning:  Add £15.00 to any of the standard delivery charge

Postcode Zones

Zone 1 includes most postcodes in UK mainland. If your location is not mentioned in any other zones, then you are Zone 1.

Zone 2 includes Northern Ireland, Isle of Man and the following postcodes: AB31 to AB38, AB41 to AB56, FK18 to FK21, HS1 to HS9, IV1 to IV32, IV36, IV40 to IV49, IV51 to IV56, IV63, KA27 to KA28, KW1 to KW17, PA20 to PA49, PA60 to PA78, PA80 to PA88, PH1, PH5 to PH10, PH15 to PH26, PH30 to PH44, PH49 to PH50, ZE1 to ZE3

Zone 3 covers the Channel Islands and the Republic of Ireland.

Please note it is not possible to ship some fragile items to Zones 2 & 3.

 

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Q4. When will my order arrive?

Place your order before 4.45pm and you should receive all stocked items the next working day. Out of stock and non-stocked items may take a little longer. For full details of our delivery services take a look at Delivery .

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Q5. Can I track my order?

Yes. Once your order is on its way you will receive an email confirming that it has left together with the consignment number and details of how to track your order. You can then monitor the progress of your order until it arrives at your door.  We can even provide you with a proof of delivery should it be required, and show you who signed for it.

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Q6. What if I am not in when you deliver?

Our carriers will endeavour to leave the package, signed for, by a neighbour or other suitable person. If no-one can be found, they return the order to the depot for safe keeping , leaving you a card with the delivery information and contact number for collection or re-delivery.

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Q7. What if I receive the wrong items or my order is incomplete?

Of course we work hard to ensure you receive exactly the items you have ordered. In the unlikely event that you have received the wrong items we aim to make the process of rectifying this as simple as possible. Just contact our Customer Services Team within 3 working days of receiving yours order and leave the rest to us:

T: 0843 317 7820
F: 0843 317 7821
E: customerservice@lyco.co.uk
Mon - Fri (9:00am - 5:30pm)

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Returns

Q1. How do I return damaged goods?

Q2. Will I be charged for returning goods?

Q3. I've ordered the wrong item, can I still return it?

Q1. How do I return damaged goods?

We take every care when packing and delivering your order to ensure it arrives safely and in full working order. In the very rare event that goods are damaged in transit, please contact our Customer Service Team within 3 days of delivery, either by email to customerservice@lyco.co.uk or call 0843 317 7820. Our experienced team is trained to deal with returns quickly and efficiently, so a replacement item will be with you in a matter of days.

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Q2. Will I be charged for returning goods?

Almost all items are covered by our Change Your Mind Guarantee which allows you to return unused products within 14 days and receive a full refund. You will not be charged a handling or re-stocking fee and you only have to pay for any delivery costs. Where this guarantee does not apply, for example on seasonal products or those supplied direct from the manufacturer, this is clearly stated on the product description.

In the unlikely event that you need to return a damaged or faulty item we will arrange for it to be collected at no cost to you. Simply contact our Customer Services Team to obtain a Returns Number. This MUST BE displayed on the inside and outside of your return parcel to ease the process of issuing a refund or credit.
NB. Please do not mark the manufacturer's packaging.

 

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Q3. I've ordered the wrong item, can I still return it?

Yes. Lyco is proud of its unique Change Your Mind Guarantee which is included with most products. This guarantee gives you the right to return any unwanted items within 14 days of receipt, with no hassle and no fuss. Simply contact our Customer Services Team within 14 days to obtain a Returns Number. This MUST BE displayed on the inside and outside of your return parcel to ease the process of issuing a refund or credit.

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Lyco Policies & Services

Q1. How do I open a Business Account?

Q2. Do you offer recycling services?

Q3. Do you have an environmental policy?

Q4. I'm having difficulty installing my light fitting, can you help?

Q5. I want to buy some light bulbs and  fittings to take abroad, what do I need to consider?

Q1. How do I open a Business Account?

It couldn't be simpler. If you are a limited company, education establishment or government organisation - just place your order, and leave the rest to us - there are no forms to fill in!

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Q2. Do you offer recycling services?

Yes. Under the WEEE Directive (Waste Electrical and Electronic Equipment Regulations), we’re pleased to offer our customers free recycling for eligible household electrical items on a like-for-like basis so when you buy a new item from us.

Also, under the Waste Batteries Regulations, we offer a take-back scheme for all portable waste batteries.

Visit our WEEE and The Waste Batteries Regulations page for more information on both services.

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Q3. Do you have an environmental policy?

We're committed to supplying customers with the products they need. This includes our huge and comprehensive range of Low Energy lights and fittings, and lamps with lower quantities of heavy metals such as mercury.

We use recyclable packaging, and by holding large stocks we can usually deliver whole orders, which minimises deliveries, thereby keeping lorries off the road.

We are always looking for ways to reduce our impact on the environment whilst still offering a professional, reliable service to our customers. One of the these is the introduction of our new electronic document management system. We no longer send invoices out by post, instead these are emailed to you as soon as your order has been dispatched. We encourage all our customers to either pay by debit/credit card or by BACS

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Q4. I'm having difficulty installing my light fitting, can you help?

Click here to go to Safety & Installation Guides section of our website, where you can view or print off some general installation instructions. However when working with electrical products we would always recommend that they are installed by a qualified electrician.

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Q5. I want to buy some light bulbs & fittings to take abroad, what do I need to consider?

When taking your light bulbs and fittings abroad you need to ensure that they are compatible with the electricity supply of that country. Products sold in the UK are generally produced to meet CE standards,   which means they should be suitable for use in most European countries. However it is important to check with a qualified person of that country to give you the accurate information you require before attempting  to  install and use these products.

Please note Lyco ‘s guarantees and warrantees of products are only valid on products used in the UK. Some manufacturers do offer an international guarantee.

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