Frequently Asked Questions
Please find below the answers to our most frequently asked questions.
We endeavor to get your item to you quickly and in one piece. Should you have any problems that are not answered below please email us at firstname.lastname@example.org
1. Do you ship internationally?
YES - Please contact us to arrange shipping outside of the UK We ship to Ireland and Jersey for a delivery charge of £39.
2. How do I take advantage of your PRICE PROMISE?
Simply email us at email@example.com with the details and a link to the cheaper price and we'll send you a discount code to reduce the price at the checkout! Please note that when carrying out a price promise we take in to account delivery charges and the item needs to be in stock and ready for immediate dispatch. We will not price match with companies that do not have a company registration number or if we feel that they are not a genuine company. We also reserve the right to refuse to price match from eBay or Amazon prices.
3. My item hasn't arrived yet but I have had the money taken from my card, why?
In order for approval to be gained and an order placed successfully on our website, we have to process the transaction in full. This is standard practice on all internet sales wherever you purchase from. If there is going to be a considerable amount of time between order and delivery we will offer you a full refund and contact you when your item is available.
4. How long will my order take to arrive?
Most of the items on our website are in stock at our dispatch warehouse, our stock warehouse or supplier. Some are special order items. As we operate such a busy warehouse, our stock levels change by the hour. So we do state in our terms that delivery can take up to 28 working days. The majority of our order are picked from one of our distribution warehouses and delivered within 7 - 10 days. Should we expect your item to be delayed for any reason we will contact you as soon as possible. Over the years we have great experience in working with specialist fragile goods couriers who deliver your item without going through complicated and rough sorting methods.
5. Do you offer discount to trade customers?
Yes! Over the years we have worked with many companies who use us to source their products. We have recently helped interior design companies put lights into pubs, apartment blocks, show homes, shops and prestigious hotels around the country. Should you wish to enquire about working with Exclusive Chandeliers on Business to Business level please email us at firstname.lastname@example.org - proof of company status and business details will be required.
6. What if my item arrives damaged?
In our industry from time to time accidents do happen. Should your item arrive damaged, don't worry. Just contact us by telephone within 24 hours of delivery to notify us, then send us a photograph of the damage within 48 hours of the delivery then we will get a replacement out to you ASAP. Should we be unable to supply a replacement we will give you a full refund.
7. What if I change my mind?
If your item is a stock item that has not yet left our warehouse, we will refund your money in full. If your item has either been ordered in especially or has left our warehouse then we the customer is responsible for the safe return of the item. We can arrange this for you if you wish, In this case we will issue you a refund on it's safe return and refund you your money minus any delivery costs that have been incurred (this is normally £20)
8. Do you have a showroom?
We do not have a showroom but should you require any images or any questions then email us direct. Please see above, should you wish to change your mind, don't worry we operate a money back guarantee should you change your mind.