F.A.Q.s

Yes we do!

Please fill out our form on our Contact Us page. Just provide a list of the colours and/or patterns you’re interest in, along with your address, and we’ll do the rest!

Samples are usually free unless you’re requesting an unusually large amount of them, in which case a small fee may be asked.

It depends on where you want the utility fitting – this is the part which attaches to your lamp base or light fixture.

A pendant lampshade will have the utility fitting at the top of the lampshade, a table lampshade will have the fitting at the bottom.

By default, Light Owl produces lampshades using utility rings which have a standard 40mm EU size gap. All of our lampshades come with a removable 28mm UK reducer ring. This allows our lampshades to fit the vast majority of lamp bases.

We can usually source Duplex utility rings (110mm) for use on lampshade carriers, and US washer (1/2″) fittings for use on bases from the US, or harp & finial fittings. Please note this may not always be available, and may incur additional charges for non-standard parts.

If you require such parts, please fill out our form on our Contact Us page.

We offer a selection of different shapes. Our Drum lampshades are circular drum, this means that they have the same diameter at the top as they do at the bottom. We also offer Empire lampshades, these are conical in shape.

You’ll find the exact size options in the individual product’s description.

We aim to despatch all orders within two weeks of you placing your order. You should receive an automatic e-mail once your order has been despatched, and you should allow for a couple of days for delivery.

If we expect your lampshade to take longer than two weeks, we will be in touch to inform you.

If you do require a faster turnaround, please do get in touch as we’ll do our best to accommodate your time frame. However, please be aware that as each lampshade is handmade to order, it may not always be possible.

We use a variety of different couriers depending on the size & weight of each order.

We normally use a DHL tracked service for lampshade orders, except in the Highlands & Islands where we use a Royal Mail tracked service. Most other products go through Royal Mail, regardless of location. However, we also use other reputable national delivery services including ParcelForce, DPD, and UPS depending on the individual parcels.

Yes you can. At the checkout section, you can select “Darlington Collection”. If you’ve placed an order and would prefer to collect from our Darlington store instead of having it posted out to you, let us know.

Remember to check our opening times here.

When we despatch your order, you should receive an automatic e-mail telling you that your order is on its way. We usually use a tracked 48 hour delivery service for lampshades, so if you have not received your order within a few days of the despatch e-mail, please get in touch.

We will attempt to find the location of your order, and if possible, arrange re-delivery. If your item is truly lost within the post system, we will offer you a replacement shade which will be made as a priority.

Please remember to check the shipping address on your order confirmation. If your address is incorrect, please let us know the correct address ASAP. Send all information to mail@lightowl.co.uk

If you have received any faulty or damaged products, please take some photographs highlighting the issue(s). If your order has been damaged in transit, please include photographs of the packaging too. Remember to include some identifying information, such as your name & order number. Send all information & photos to mail@lightowl.co.uk

Where possible, we will replace any damaged products as a priority order. We may ask for you to return the damaged products, at our own expense, so please do not dispose of the products before getting in touch.

Sometimes a product just doesn’t suit your home. Here at Light Owl, we understand that and we offer a fair refund & exchange policy if you change your mind.

In both cases, you must inform us within 14 days from delivery date. Once you have signalled your intentions, we will give you the returns address. Please note that the customer pays any return delivery costs, and is responsible for ensuring that the product(s) reach us safely & in a re-saleable condition. Once the returned product(s) are received, and assuming they are not damaged, we will issue you with a refund or proceed with your exchange. If the returned items have been damaged, we may deduct the perceived loss in value from your refund or exchange.

Refunds will be made to the original payment method.

EXCHANGE NOTES

In the event of an exchange, you will be asked to pay a supplemental fee to cover the postage costs for sending a second order to you. There is no charge for the exchange itself, assuming that the exchanged products have an equal value. If the exchange product(s) are less than the value of the original product(s), you will be refunded any excess. If the exchange product(s) are of greater value, you will have to pay the difference.

EXEMPTIONS

  • Bespoke “custom” products; This is any product whereby the customer has requested something different to our default options. This includes, but is not limited to, different sizes, shapes, height, or using different materials.

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