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FAQ

PLEASE READ FAQ'S BEFORE CALLING

 

I need a VAT invoice, how do I get a copy?

  • A VAT invoice gets auto-generated with every order and emailed to you (it maybe worth checking your junk folder)

Still need a VAT invoice? Email us with your order number/date/amount to sales@theledstore.co for a copy 

 

Can I place an order over the telephone?

Yes there is a £10 admin fee for all telephone order to cover the cost of processing. Its much more secure, quicker and efficient to place orders directly online via the website by simply adding items to cart and checking out.

 

Can I collect?

Yes but all goods are stocked in our Cardiff depot. Select click and collect at checkout and you will be emailed a collection address & reference within 1 hour of placing the order (Mon to Fri 9 - 5)


How long do orders take to arrive?

This depends on the courier service selected at checkout which varies according o the size of the item. Please refer to the delivery options at checkout for various speeds. All goods are dispatched same working day for orders placed before 5pm. After 5pm this will be dispatched on the next working day.

Some typical courier services we offer (note couriers work working days only unless specifically paid for a Saturday delivery)

- Free 1-2 day delivery on standard sized items (under 1.2m) 

- Next working day from £9.50

- Long length (items over 1.2m) on a 1-2 working day service

- Economy 2-4 working day service (this is working days so if you order on a friday, 4 days will be monday, tuesday, wednesday & thursday for delivery - sat/sun not counted)

- Economy 4-7 working days (this is working days so if you order on a monday (4-7 days will be friday, monday, tuesday, wednesday for delivery - sat/sun not counted)

NOTE - if you order a customised / custom made product / out of stock product say for instance on a 3 day lead time. The delivery time will be 3 days to process/manufacture + whatever delivery speed you select ie. 3 day lead time + 2-3 working days means it could take up to 6 WORKING DAYS to receive your goods.


Do you offer a next day service?

Yes from £9.50 on standard sized items under 1.2m in length, simply select at checkout if available for your entered postcode. We also ship a number of bulky oversized items such as lamp posts, some of which are 6m long and can weigh as much as 60kg each. Please appreciate this is not something we can put through a regular courier like royal mail of UPS. Hence, whilst the majority of customers, price is key, we offer a range of subsidised delivery costs on the economy delivery service such as 2-4 working days or 4-7 working days. We have also negotiated next day and 1-2 day services on such large/bulky items with our couriers for those customers that need it fast - but please appreciate that getting a 60kg 6m steel post ordered at 4pm in the afternoon, from our depot up to the north of Edinburgh on an overnight service is no mean feat and as such does come with a small cost.


My delivery has been delayed - can I claim compensation?

We user a number of nationwide courier networks. Unfortunately there is no such thing as a guaranteed courier service and as such, no courier is 100% on time without damages or loss (typically 95-98% is industry standard) which is why we recommend 3 things.

    1. Order goods at least 1-2 days in advance of then they are needed.

    2. Do not book/attend the job until you have received goods 

    3. Check goods condition and quantity on delivery before attending a job.

If you have paid for a premium courier service ie. next day, pre 12 etc. and its missed this deadline, we can only apologies and part refund the delivery costs only by downgrading to the next available service. ie. pre-12 failed but arrived at 1pm - this would be downgraded from a pre-12 to a next day and part refunded. At typical courier costs for box rates in the region of £5-10 - NO, a courier is not going to reimburse several hundreds pound of labour, time or other consequential loss, otherwise they wouldn't be in business long. If the item is so desperate that you must have it at all costs that day, we recommend you select the click and collect option at checkout and arrange your own transport which you are in control of. If your item is so time critical that it must be there by a set time or cancelled, we recommend you do not order as we do not offer a free cancelation service and only a downgrade service in the event of courier delays. We do not offer the premium courier services by choice, but only by customer demand on the basis that the majority that is >95% are on time.


What time you do deliver?

We use standard couriers which operate 8am to 6pm, unfortunately we are not able to give a specific time slot. If you are a business that operates on a part day basis ie. 9am to 3pm - it may be worth paying for a time specific ie. pre12 or a book in delivery to avoid disappointment and extra incurred delivery charges for failed deliveries as when the courier state 8am to 6pm, they mean the delivery could take place at 8.01am or even 5.59pm.


Will I get a call before delivery

No. This is a courier service, the drivers are expected to do as many as 150 drops in some areas a day so they do not have time or are even given mobile phones to call customers ahead.  For this reason you need to ensure somebody is present at the property during the day of delivery during the delivery window 8am to 6pm to avoid disappointment and extra incurred delivery charges for failed deliveries. If you have paid for a book in service, this means the courier will call you to book in a specific day that is suitable for yourself but the driver again does not call ahead on that selected day. 


Will the driver bring the goods into my property, site, garden or other

No. The courier service is kerbside only to main goods in door/main entrance door. Larger items that are palletised . oversizes are kerbside only.


Do we have an account with you?

No, we do not offer accounts, you may have a log in for the website to see previous orders etc but we do not offer credit accounts

 

Can you offer credit/trade accounts?

No, we are strictly a pre-paid website only

 

Can I get a discount?

We do not offer discounts currently apart from the bulk quantity discounts on select products which are already set up on the website this will be shown under the main price as a QTY + price break. Discount is automatically applied at checkout.  Note. if you have ordered an add on or upgrade option with an additional cost shown by the +£X.XX, the discount price for product will be the relevant discounted price break as shown PLUS + the cost of add on / upgrade. In essence, the bulk quantity discount applies to the standard part of the product only (although the entire item, standard product + add on will be discounted by the same proportion should the QTY be hit)

 

Do you process purchase orders?

We can process purchase orders for bank transfer payment ONLY. Email any purchases orders using part codes and prices shown on the website.

 

Are items in stock?

Yes, we keep good stock levels, if the website allows you to add goods to the basket they will be in stock. If not in stock it will show a lead time below the price ie. 5-7 days etc. Note lead times are WORKING DAYS ONLY.

 

Can I get a quote?

Yes, email your list to sales@theledstore.co 


How do I contact customer services?

Customer services are based remotely and accessible via EMAIL ONLY - we find this offers an improved response time as there is a full paper trail of queries to hand vs. phone calls, as well as 24 hour operations vs. 9-5pm only. Please do not call our sales line with customer service issues such as tracking, returns or other as our sales team have no access to order history and thus will not be able to help you.


What couriers do you use?

We use a range of couriers depending on the size and speed of the delivery service selected.

DHL carry most of our standard sized items under 1.2m on the next day and the 1-2 working day service.


How do I track an order?

All trackable couriers (DX, Parcelforce etc.) c/w a tracking link at the point of dispatch which is emailed to the email address used when placing the order. Oversized items & pallets, and items on the economy services 5-7 working days are non-trackable.

 

How much is postage?

If you add all goods to the shopping basket and enter your postcode, the various delivery costs and speeds will be displayed with prices to select from.

 

I am not in the UK, can I still order?

Yes, If you add all goods to the shopping basket and select your country, the various delivery costs and speeds will be displayed with prices to select from.


How to I return an order

Email us for a returns authorisation number and you will be sent a short form to complete along with the returns address. Please do not return items to our registered office address as this is an unmanned office for accounting purposes only and will only lead to wasted postal charge. We do not have any courier collection services, nor pay / reimburse for returns the same as a shop would not pay for your bus/train/fuel cost to return items to a shop. The nature of the e-commerce industry which a warehouse distribution model means that the costs of a physical store in retail operations are eliminated such as rates, staff, etc. and thus savings passed on to the customer to bring down cost. Please do not be shocked at a £3-5 courier fee to return something. When you factor in time + fuel costs it will most likely be a saving on the traditional model of returning costs to a physical store. 


How to I return an order

Email us for a returns authorisation number and you will be sent a short form to complete along with the returns address. Please do not return items to our registered office address as this is an unmanned office for accounting purposes only and will only lead to wasted postal charge. We do not have any courier collection services, nor pay / reimburse for returns the same as a shop would not pay for your bus/train/fuel cost to return items to a shop. The nature of the e-commerce industry which a warehouse distribution model means that the costs of a physical store in retail operations are eliminated such as rates, staff, etc. and thus savings passed on to the customer to bring down cost. Please do not be shocked at a £3-5 courier fee to return something. When you factor in time + fuel costs it will most likely be a saving on the traditional model of returning costs to a physical store. 


Our returns window is strictly 28 days from order - for a number of reasons, cashflow, continuity & product consistency between batches, we cannot extend past this. 28 days is the return point when the goods must be back with us from date of order.


My delivery is damaged

Please notify the driver of the damage at the point of delivery and if the courier is one with a signature pad, sign for as Damaged. Do not sign unchecked otherwise any claim for damage will be invalidated.

Within 24 hours of delivery please ensure you email us photos of the damage to the product, the damage to the box and the courier delivery label. This MUST BE SENT WITHIN 24 HOURS OF DELIVERY. AFTER THIS TIME THE COURIER WILL NOT, UNDER ANY CIRCUMSTANCES ACCEPT LIABILITY FOR A CLAIM. For thjis reason we remind customers of this multiple times: One the website. Via email at point of dispatch. Via SMS if a mobile number at point of dispatch. With large bright warning labels on the goods themselves. 


Whats your warranty policy

Our warranty policy is a standard limited warranty and can be read in full here. The crux of it is a standard limited return to base warranty. We DO NOT cover any associated costs such as travel, labour, lift equipment, courier charges etc. If you are. contractor thats giving an onsite parts and labour warranty - PLEASE ENSURE YOU PRICE THIS SUFFICIENTLY into your initial costs. Your margin should never be so tight that it would not cover any returns to site to repair/replace/rectify or other. 

If you are an end user trying to save costs by buying materials yourself, please note there is a reason an electrical contractor would typically allow for 20% on materials - this is to cover any costs associated with returns/damages/warranty claims ie. by a contractor supplying a complete supply, fit and warranty on the job installed. If you have saved money cost of materials by buying direct, please do not be shocked that the contractor will may not warranty such in full. 

Please note, these are ELECTRICAL goods. Faults do from time to time occur. If you cannot accept that please do not order as there is no electrical product in the world that can defy physics and be 100% fault free. Please be realistic with the margins involved in a £90.00 light, its not going to come with life time warranty including labour its the fees we so often here that its going to cost £700-800 for a lift and return visit to change a light. Please also note that a typical 5-8m platform lift from a national company like Boels Hire comes in at £100 a week + £20-25 delivery each way. Likewise a tower platform with delivery for many hire companies such as HSS hire are under £100 with delivery.

If your install is so essential that a light cannot be turned off or removed for a short period of time, it is recommended that you purchase spares like a number of other industries as we cannot guarantee a warranty claim will be settled within a matter of days or guarantee stock moving forward.


 

 


 

 

 

 

 

 

Office opening hours

Monday - FRIDAY 8.00am - 5.00pm


  

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