FREQUENTLY ASKED QUESTIONS
Who can stock Light-Glow?
We welcome all trade customers, nationwide and international!
We understand some of you would like to be exclusive in your area or postcode and unfortunately we do not offer that.
Where possible, we try to make sure that your interests don’t clash with others by avoiding nearby businesses stocking the same ranges of products.
How can I see your prices?
You can simply apply for an account with us and we will provide you with a username and a password.
Once that’s done you will be able to access our trade prices and place your first order!
What is the minimum order value and shipping costs?
The minimum order is £150 exc. VAT, for free of charge carriage minimums please click here.
What is the delivery time?
It is subject to your location and the time when you place an order.
Unless you request a specific delivery date, we usually deliver the next working day for the mainland if your order is placed in the morning while for the Highlands, offshore islands and Northern Ireland, it takes approximately 3 working days.
For pro-forma customers, please remember to pay for your order as soon as you can or you may expect delay in delivery.
As for international deliveries, it depends on the country where the order is being shipped to but do not worry, just get in touch and we will figure it out together!
Do your prices include VAT?
Our prices are shown exclusive of VAT. The current VAT rate is 20%.
What do you suggest to display your candle holders?
We believe that the display is EVERYTHING as you can appreciate how retail customers just like ourselves would be drawn more to shops that are well-displayed.
To assist you with that, please check our Display Accessories category in “SHOP”.
For example, if you stock our Lithophane Domes, you can find not only the plug-in string lights to have all the tea light holders lit up all day long but also the furniture consisting of 4×4 display holes to showcase the range.
Do you have a packing size?
Yes, you can find the packing size on the price list. It is shown next to each title category or please feel free to contact us to find out.
How do I place an order?
You can order through the website, via email or just give us a call so whatever suits you best!
However if you prefer to deal with a sales representative directly, please let us know and we will put you in touch with one in your area. Please note we do not have sales representatives in the South, the East and East Midland.
In certain occasions, you can of course hand in your order directly at a trade fair as we do a few throughout the year. Please check out our event calendar on the front page.
How do I pay for my order?
For new customers, we require pro forma payment before sending out the order.
We accept cheques and bank transfers. Click here to find all the info you need.
Can I order now for future delivery?
Absolutely! Just let us know the date and we will book it in.
I would like to amend my order but it’s already placed, how can I change it?
Just give us a call on +44 203 239 3288 and we will amend it on the spot for you considering if it hasn’t been processed by the warehouse yet.
What happens if my goods arrive damaged or in an unsatisfactory condition?
We completely understand how frustrating it is when things like this happen. Please email us with pictures or videos if necessary of the damaged products within 48 hours of receipt.
We will then come to an agreement as to replacements or full credit on items that are deemed unsuitable for their intended use.
In the case of goods arriving in an unsatisfactory condition, please email us with pictures or videos that clearly display the condition and we will aim to give you feedback within 48 hours.
Please also note that we cannot be held accountable for goods that are damaged during further transit. For example, a customer damages the purchase on their way home.
Due to the fragile nature of the materials used in our products, they are not packaged for online shipping. If you offer this service, it is strongly advised that extra protection must be provided and that the plug should be re-positioned in a safer manner in the case of lighting products.
I have received some incorrect items. What do I do?
Our Warehouse team always do their best to send out the orders correctly but we’re human and sometimes a mistake can slip in.
If this is the case, we would like to sincerely apologise. Please let us know within 48 hours of receipt and we will fix it.
I forgot my password, help!
We totally get you as there are just too many passwords everywhere these days!
Don’t panic as we are here to help, just give us a call or email and we will provide you with a new password.
Are all your products shown on the website in stock?
Unfortunately our website does not automatically update stock levels.
If a product goes out of stock or back in stock, we will update its availability in the most brief delays.