Frequently Asked Questions

Navigating websites and buying online is not always simple and many of our customers have asked questions over the years. We have compiled a list of our most frequently asked questions and answers to assist you in using our site. If you have a question that is not answered here, please contact us and we will be happy to help and add the question to those below.

  • Who are

    This website is owned and operated by Universal Lighting Services Ltd, established in 1970 and based at Birkenhead, Wirral. Universal Lighting is a family business that has supplied commercial and decorative lighting to the trade, industry and the public through it’s showroom, offices and warehouse on the Wirral Peninsula for over 50 years.

  • Can I visit Universal Lighting?

    Yes you can, we have a well-stocked showroom showing off many popular lines. We are located on Priory Street in Birkenhead, Wirral, where you will receive a warm welcome with free off-street parking.

  • Do you have a catalogue?

    We source our products from over 50 manufacturers throughout the UK and Europe. This amounts to some 35,000 products or so, making it difficult to catalogue them all. We have a great selection of over 10,000 available on our website for you to browse through on our easy to navigate website. They are divinded into categories making it simple to find your perfect light.

  • Do you have everything on show in your showroom?

    We have a large and varied display of lighting, lamps and accessories at our showroom in Priory St Birkenhead and also hold some stock in our warehouse. We deal with every importer in the UK and many in Europe so it is impossible to stock and display every item we can supply. It is inevitable that we will need to order many products for our customers.

  • If you don't have what I want in stock, how long will it take to get?

    Our customer care team can usually deliver any item to your door within 7 days. At Universal Lighting we always contact the customer within one working day to acknowledge the order. If there is any unexpected delay in processing your order, you will be contacted further to inform you of the reasons and the expected delivery date.

  • Can I collect my order from you?

    We can arrange to have your order available to collect from our Birkenhead showroom. Please select the “pick up from showroom” option when making your purchase. You will be contacted once your chosen purchase has been quality checked and available for collection.

  • What are your opening hours?

    We are open from 8.30am to 5pm Monday to Thursday, 8.30am to 4.30pm on Friday and 10am to 4pm on Saturday.

  • What payment methods do you accept?

    We accept most major debit & credit cards and PayPal. If you would like to pay for your purchase by bank transfer, please contact our customer care team and we can provide you with the details.

  • How can I contact you?

    Please telephone 0151 650 2138 or see the Contact tab at the top of the page for information.

  • It looks like you haven’t replied to my email?

    Our customer care team reply to every customer email within 1 working day. Sometimes Hotmail email accounts send our replies to your junk folder, so please check there.

  • How do I use the search button on your website site?

    If you are looking for a specific type of light, such as a crystal chandelier or chrome table lamp, just type it in the search box. This will list every product that matches your search. If you know the product code, simply enter that instead.

  • I have broken a shade on my light; can you supply spare parts?

    Yes we can in most cases. We have access to many spare parts including shades for most of our products. Please contact our customer care team with as much information as possible including any part codes and photos and we will do our best to help.

  • I know the product I want and cannot find it on your site. Can you get it for me?

    Yes we can. We are unable to put every product we supply on the website. Please contact us using the ‘Contact’ tab at the top of this page for price and availability.

  • I’m having trouble placing my order on your website.

    We understand that not everybody is comfortable placing an online order and we are here to help. Please call our customer care team on 0151 650 2138. A member of our team will be happy to take as long as it needs to talk you through the process of placing your order with us.

  • Do your prices include VAT?

    Yes they do, the price you see is the price you pay plus delivery if the total purchase price is £75.00 or under.

  • Do you supply bulbs with your lights?

    In Sept 2018 EU energy regulations banned the sale or supply of halogen lamp bulbs. Incandescent lamps were already banned. This means that the only option available to you will be LED. There are many variations of LED lamps, such as colour temperature, wattage and lumen output. This makes it impossible to second guess what a customer would like.
    We have a large selection of LED lamp bulbs for you to choose from here: LED light bulbs. Please contact us if you need any further help slecting the right bulb for you.
  • I want to be able to dim my lights - can you help?

    Yes! Dimming modern lights, especially LED can be confusing. We offer advice and suggestions depending on your requirements. We have years of experience in dimming LED’s, so please get in touch and we will be happy to help.

  • Can I amend my order once it’s been confirmed?

    If you need to change any detail of your order once we have sent you an order confirmation, please contact us as soon as possible where we will accommodate your request whenever possible.

  • Can you modify or adapt a light I have seen on your website?

    Many of our lights are hand crafted, and as such, can be made to your specification, whether it is a longer flex or chain, a different colour or finish, larger or smaller. Please contact our customer care team with all the information you can and we will let you know if it is possible and the cost.

    Please note, bespoke products cannot be returned.

  • How much is delivery?

    We do not charge more than it costs to deliver your item. Mainland UK delivery is free on all orders over £75.00. For orders of and under £75.00, mainland UK delivery is £6.90. Please follow the link for rates to other destinations.

  • How will my items be delivered?

    When your purchase is in stock and ready for dispatch it will be delivered using DPD couriers next working day service.

  • When will I get my order?

    You will normally receive your order within 2 – 5 days depending on stock status and day of ordering. We will personally contact you once you have placed your order to give a provisional delivery date. You will get a confirmation email once we have despatched your lights so you will know when to expect them. If your items are out of stock, or handmade to order, we will update you with the progress of your order and any change in delivery date.

  • Can I get my order sooner than stated on your website?

    Many of our products are hand made to order and we are usually unable to improve these lead times, however, with some products we can offer an express delivery service subject to availability. There is a small charge for this service. Please contact our customer care team on 0151 650 2138 for further information.

  • Do I have to be at home to receive my order?

    If you are likely to be out when our carriers deliver to you, let us know in the “order notes” box when you checkout. You can request your order to be left in a safe place, for example, your porch, or left with a neighbour.

  • I need my order delivered on Saturday, is this possible?

    Yes! We understand that when you work all week, sometimes it’s not possible to be at home when we try to deliver. If you require a Saturday delivery, please contact our customer care team on 0151 650 2138 and we can advise on the cost of this service.

  • Do you deliver to other countries?

    It depends is the honest answer. We always take into account the likelihood of a fitting getting damaged in transit. The more fragile the fitting, the higher the risk. Most of our lights are CE marked making them suitable for all counties in the EU and our handmade lights can be crafted to suit the destination country regulations.

    Please contact our customer care team for the suitability of your chosen fitting and the delivery country. We will estimate the cost of shipping as this will vary depending on the size, weight and number of boxes required to safely pack your order.

  • My order has arrived damaged, what do I do?

    We professionally pack our orders with the utmost care. In the unlikely event of an item arriving with you damaged, please let us know within 48hours of receiving your order. All damages or shortages will be corrected to your satisfaction as soon as possible with either a replacement part or replacement fitting at no cost to you.

  • What is your returns policy?

    We offer a comprehensive returns policy. We try and make this process as hassle free as possible. In the first instance, please contact our customer care team and we will happily talk you through the procedure. Please view our returns policy here: Terms and Policies.

  • Are my personal details secure and what do you do with them?

    At Universal Lighting we NEVER share your information with anyone else except our courier provider who requires your name, address and contact information in order to deliver your purchase. We do not store any customers personal financial information. If you decide to pay over the phone for an item we shred that information as soon as payment has been authorised. We do not bombard you with Emails and special offers. We do not sell or share your Email address or any other details.