At Nick Hammond | Lighting and Furniture we are people persons and will always strive to provide the best customer service we can do in any situation. Please read through our refunds and exchanges page before making a purchase and ensure you are happy with our policies.
Damaged or missing orders
We make every effort to ensure that your product will arrive safely and in a timely, traceable manner. However, in the event of damages we ask that customers follow this proceedure..
If the box is visibly damaged upon arrival, firstly, please ask the courier to list the consignment as damaged, secondly please photograph the box and then the damaged item inside and contact us to notify us and we will send out a replacement immediately. We will also arrange for the damaged package to be returned to us. The photographs will be used for us to claim against the couriers insurance. There is no extra charges on the customer for a damaged item.
Missing in the post
All orders will be marked as ‘dispatched’ on the day they leave us and will have a tracking number attached, if your item hasn’t arrived when you were expecting please contact us and we will query the missing item with the courier in question.
Item not as expected
If your order is cosmetically sound but you are unhappy with the appearance of the wood or the size isn’t what you had expected please contact us and arrangements will be made to exchange or refund you based on the reason for return. As we are a small company we can only pay for the return of items that are not as described on the product page.
40 day return policy
As long as your item is in the same condition as when you purchased it we are happy to accept returns for up to 40 days after initial purchase. This is to allow for customers to ensure the product fits in their home and life. We regret that we cannot pay for return postage on such items. Once the item has been returned and is in its original condition a full refund will be given minus the cost of initial postage.
2 year guarantee
All products from the online shop come with a 2 year guarantee. Wood is a funny old material and only very occasionally doesn’t play ball. If your item becomes split to an unacceptable degree we will ask for a picture of the damage before making arrangements for an exchange.
Lampholder and switch faults are also covered by our 2 year guarantee, again please contact us with details of the fault and we will be happy to exchange (in the case of a fault) or assist in maintainance if the fitting is damaged by a fall.