Our most frequently asked questions are here. Didn't cover your enquiry? Give us a message on the chat box, email or call us on 0330 016 1983.
What are your showroom opening hours?
24 Ainslie Road, Hillington, G52 4RU
Monday - Sunday 10:00 - 17:30
55 Commerce Street, Glasgow, G5 8AD
Wednesday to Monday 10:00 - 18:00
How long is the products warranty?
We offer a 2 year warranty on most full priced products as long as the product is correctly used and maintained in the most suitable conditions.
Are all your products in stock and where are you shipping from?
All products are usually in stock in our warehouse in Glasgow. Contact us about our out of stock items and we'll let you know when it will be back in stock.
Can I collect my goods from you directly?
Absolutely! You can select the local collection option at checkout and your order will be ready either on the same day or the next working day. You can pick your order up at 55 Commerce Street, Glasgow, G5 8AD.
When will my order be dispatched?
We aim to dispatch your order within 2-3 working day.
Can you deliver to a property that is not the cardholder’s address?
To protect our customers, we only offer shipping to the cardholder’s address.
Where is my order?
Most products shipping within the UK are delivered within 5 working days. If you still have not receive your order after 7 working days, please contact us and we will do our best to answer your question.
For international shipping, it might take longer than 7 days. If you have any queries for delivery outside the UK, please contact us.
I won't be home to receive my delivery. Can I rearrange my delivery?
We have partnered with Parcelforce and UPS which means that you can rearrange your delivery day even when you're not home. You can do that once you have received your tracking number. If for some reason you did not receive a tracking number, please contact us and we can assist you further.
What if my order arrive damaged?
Upon delivery of items, you must check the item within 24 hours if possible.
Please notify us with details within two days of the date of delivery, and we will happily exchange your goods or send out replacement parts at no extra cost.
I have an issue with my product. What should I do?
The fastest way to seek assistance is to send us a direct message on either Facebook, Instagram or the online chat box on the bottom right of the website. You will usually receive a reply within 15 minutes during our opening hours. Out of hour message will take longer.
Alternatively, you can email your concerns at email@example.com
When getting in touch, please provide your order number and contact details along with detail description of the issue and our team will try to resolve your issue ASAP. Including photographs of the issue can help us ascertain the problem faster and allow us to rectify your issue quickly.
What if I am not happy with my purchase?
If you are not happy with a product for any reason, you can return it to us for a full refund excluding delivery cost (please let us know within seven days of receiving your order.)
Return delivery is at your own cost, and items must be unused, free from defects and returned in their original packaging, along with all parts and instructions.
Alternatively, you can bring the item back to one of our lighting shops near you at 55 Commerce Street, Glasgow, G5 8AD or at 24 Ainslie Road, Hillington, G52 4RU and we can issue a refund there.
If you have already assembled your product please dismantle it and repackage as you received it. We will inspect the item once we have received it back in our warehouse before issuing a refund.
We also cannot accept returns on bespoke and made to order items.
We currently only offer exchange only on sale items.
How will I be refunded?
We will issue a refund through the original payment method and it takes 3-5 working days to clear through the banking system.
Why is my remote control not working?
1. Please check the battery in your remote control.
2. Sometime a reconnection is needed between the light fixture and the remote control. This is a very simple process and should be included in your manual. See image below for how to reconnect your remote control.
What does the buttons do on my remote control?
Please refer to the image below for information regarding our remote control:
*it is possible that some of our newer items will have a different version of the remote. For the most up-to-date info, please contact us on social media.
What’s the lead-time for customised pieces?
For items with custom specifications or orders of large quantities we reserve the right to agree with the customer on a time of delivery. The lead time for custom orders can vary between 6 and 12 weeks, depending on the design.
Can you tell me when new products or special promotions are announced?
Yes, of course. By subscribing to our newsletter you will receive all of our novelties and special promotions. You can also follow us on social media @terra.lumen.glasgow to get the latest update on new products and promotions.
Is my personal information kept private?
Terra Lumen Lighting guarantees to keep all the information provided to us private and adhere to the latest regulation.
Can you take me off your mailing list?
Yes, of course. All you have to do is reply to our email asking to unsubscribe.
Where are your headquarters based? And the production?
We are a family run business operating in Glasgow, Scotland. All of our pieces are designed in the UK and assembled in China.