Holloway of Ludlow

We all hate reading terms and conditions – there is always so much small print these days. However, they are important and we have carefully thought them through to protect you and us, especially where items are being made to order. Please read all of our terms and conditions but here are some very important points that we have pulled out for your convenience.

- When placing an order with Holloway of Ludlow you accept all of our terms and conditions, not just those highlighted here. Please read of all of our terms and conditions. If you are unsure please email customerservice@hollowaysofludlow.com

- Whilst we try and hold stock of popular items, most products on our website are ordered in from our suppliers in order to fulfil your order. Lead times can vary significantly depending on the product. You will be given an estimated delivery time by our internet support team. 

- “Made to Order” items are defined as those items that are manufactured specifically for the customer and where specific choices are made regarding fabrics, finishes, colours etc. Such items are exempt from Distance Selling Regulations and cannot be returned.

- Your order will be delivered using one of our carefully selected couriers. You will receive a text message and email notifying you of your delivery and an estimated delivery time. These times are not guaranteed and Holloways have no control over them. Should you wish a timed delivery, a white glove delivery service including assembly or have any other specific delivery requirements please email customerservice@hollowaysofludlow.com. Note that delivery to a place of work can often make receiving your order easier.

- We accept returns made to us within 14 days of receipt of your order - Made to Order items are specifically excluded and cannot be returned. Returned items must be unused, in as new condition and all packaging must be undamaged and complete.

Making a purchase

Once an order is placed, a confirmation email will be sent to the email address you provided. If you do not receive and email please check your junk folder or email our support@hollowaysofludlow.com

Please read your email confirmation very carefully to ensure that each item you have ordered has the correct finish, color, size and quantity. Please contact us immediately if you find any errors or if the information is unclear. Holloways of Ludlow are not responsible for “made to order items” that are ordered incorrectly and such goods cannot be returned. If you need assistance before placing an order please email support@hollowaysofludlow.com

We reserve the right to not accept any order. If we do not accept your order, we will contact you immediately and refund the full amount of the order back to the card used to make original purchase.

When we accept an order, a second confirmation email will be sent with estimated lead-time, which is based on stock availability, estimated supplier manufacturing time and estimated deliver time of items.

Once your item(s) become available, we will notify you once they have been dispatched or we will contact you to arrange a delivery time.

We always strive to deliver all items on time and work with our customers to find solutions for any delayed orders. Although delays can occur, it is just as likely for items to arrive before the estimated lead-time.

It is important to note that the estimated lead-time given is NOT guaranteed. Holloways do not accept any liability for any losses caused by delays. Cancellation of “made to order items” cannot be refunded due to any delay, if production of the item has already begun. Any foreseeable delays are always communicated to our customers.


If an error in pricing occurs we will contact you immediately and you will have the option of either paying the correct price or cancelling the order. We are not obligated to fulfill an order at an incorrect price. If you decide to cancel your order, the total amount of the order will be refunded to the card used to pay for the original order.

Overseas orders maybe subject to duty and custom charges; the customer must pay these charges. We have no control over the amount of duty and custom charges. If an order is undelivered because the wrong details have been provided or refused we reserve the right to refuse a refund request.

Selecting Finishes

When viewing images please be aware that all finishes, colors and sizes shown online may not be of the perfect likeness of the items in reality due to the constraints of technology. We always make every attempt to match the true likeness of all finishes, colours and sizes with what you see online, however there are other factors outside of our control that can alter the finishes, colours and sizes you see online, for example, we may have not received from the manufacturers images for each variation for products available in multiple finishes. Please only order if you are fully confident of the finishes, colours and sizes you are choosing. If you need help, please visit one of our store locations to see samples or email us to see if we can provide a sample swatch.

Product packaging may vary from what is displayed online.

Items made from natural materials like wood, marble and wool will always vary from what is shown online due to the nature of the material. Items that are handmade will always have slight variances, which we feel makes each item special.

Items such as cushions, that are made from fabric with large repeat patterns, may not arrive as seen online. Cushions made from different sections of a larger pattern, will sometimes produce a completely different looking cushion.

All of our suppliers do have the highest standards when producing specified finishes, however items that are ordered at different times are not guaranteed to match perfectly, as there are factors outside of our control that can create slight differences in finish, color and size. Examples of this would be fading of a color from long exposure to the sun or items having slight differences in production material.

Glass items can contain slight imperfections due to the nature of the production process. Glass items that are mouth blown are formed by hand, and so colors and shape for these items will sometimes vary slightly between the same products.

Made to order items

“Made to order items” are defined as items that are ordered to customer’s specifications and put into production as per these specifications.

Examples of made to order items include non-stock furniture, lighting and rugs.

Once production has begun, “Made to order items” cannot be refunded, modified or exchanged. If you want to make any changes to your “Made to order item” at any point you MUST contact us as soon as possible and given the stage of the production we will do our best to proceed with your request. Given the nature of the request, if an additional charge is required, it is required of the customer to pay this charge immediately.

It is the customer’s responsibility to be fully aware of the finishes, colours and sizes they are specifying. It is also the customer’s responsibility to check our confirmation email to ensure that all products have been ordered correctly. Please also note you must read the information of the order in words, as any images shown online or in an email are never a confirmation of the correct items ordered. If you are not sure please always contact us at the or visit one of our stores and request to see samples.

Delivery information

We aim to get your items to you as soon as possible and ideally within a 2-4 working days of placing your order. We offer a huge range of items and, in particular, many options and finishes. Unfortunately this means that we cannot keep stock of every combination and, on occasion, this means your order may not be ready for immediate despatch. If this occurs we will contact you with an estimated delivery date. If this is too long we will be only too happy to refund your order. Our delivery charges ONLY apply to UK mainland purchases. We reserve the right to make additional delivery charges for overseas deliveries and for remote parts of the UK such as the Isle of Wight, Isle of Man, Northern Island, Shetland, the Western Isles and certain parts of the Highlands. We recommend that all overseas customers call us to discuss their order and delivery charges before placing an order. Free delivery is available on all full priced lighting orders, we reserve the right to charge delivery for clearance or sale items which will be advised before purchase.

NOTE: Please do not book any trades’ people to fit goods ordered from us until you have received the items. Goods can be delayed to us from our suppliers. Using a third party shipper it is also difficult for us to totally guarantee that a delivery will reach its destination on time after it has left us. We do NOT accept any responsibility for costs relating to the late delivery of products ordered from us.


All of our parcels travel with DPD on next day delivery.  We try our best to ship everything that we have stock of in a timely fashion.  There may be rare instances where this is not possible if you are in an area that may be harder to reach.  Please contact us via email or telephone is this is the case and we will see what can be done.  

Free Shipping over £50:  Our free shipping charges are calculated based on the items in your basket including VAT and excluding the shipping costs.  So the items in your basket must total £50 including VAT or more in order to qualify for free shipping.  Free shipping applies to lighting orders delivered to mainland UK only.  Radiators, furniture and other heavy items such as sinks and baths are excluded from this promotion as they require special handling.

We reserve the right to cancel orders up until the point of delivery should the item no longer be available or should the price be advertised incorrectly. Should this be the case we will refund you and notify you of this.

Sale or ex-display items may be sold online or in store and should your sale item no longer be available for your order we will notify you and refund you asap.

On receipt of your purchase it is essential that the items are thoroughly checked. Any breakages or missing items must be reported in writing to customerservice@hollowaysofludlow.com within 24 hours. We will help resolve any problems reported after this point but reserve the right to pass on any associated costs.

Are light bulbs supplied with our light fittings?
Lighting does not include bulb(s) unless the listing contains the words "bulb included".

Radiator Deliveries
All radiator deliveries are booked in advance with the customer. We cannot give a time of delivery and our haulage company will only deliver to kerbside or as near to your front door as possible. We are afraid that hauliers are not insured to carry goods into customers' homes. Please ensure that there are some strong helpers available on the day of delivery! Radiators do not qualify for our free delivery offer.

All of the product prices on this site include VAT at the standard rate of 20%.

Credit Card Security
Your credit or debit credit card number will be encrypted when you place your order. The software we are using applies 128 bit encryption before passing your card number over the internet to our payment processor, Secure Trading. Card numbers are only decrypted after they reach Secure Trading's computer system and are no longer on the Internet. Card numbers are not held in clear text on any web site and are not stored by us on any machine connected to the Internet.

Please don't email us your credit card number as part of general correspondence - it's not really safe to do so.

We conform with the Distance Selling Regulations and all goods can be returned if they do not meet your requirements. However, the following conditions apply:

- Returned goods must be received by us within 14 days of receipt of goods. We may not accept goods returned outside of these time limits or, in certain circumstances, we may issue a credit note. This is at the discretion of Holloways of Ludlow.

- Returned goods must be returned with all parts, packaging, instructions and must be in perfect condition. A refund will not be made unless all of these conditions are met. Packaging should also be undamaged. Please use an outer layer of packaging to protect the product packaging and do not use tape or similar on the original packaging. If goods are returned and the packaging is not in its original condition e.g. damaged, written upon, torn etc. then we reserve the right to levy a £15 per item re-boxing charge which will be deducted from any refund. Should this occur you will be notified before being refunded.

- Goods must not be used in any way. This includes lighting which, once fitted, cannot be returned.

- The customer is responsible for selecting a suitable means of returning the goods to us and must take responsibility for their safe return to us, taking out insurance if required.

- Postage to the customer and the return postage will not be refunded.

- We reserve the right to refuse a return, issue a credit note or apply re-stock charges for special order items.

Faulty Goods & Product Issues
We pride ourselves on the quality of the goods we supply and guarantee to replace or refund any goods that are found to be faulty or not fit for purpose. However, our liability is limited to the value of the purchased goods and we accept no responsibility for ANY costs associated with the supply of faulty goods.

Other product issues such as compatibility between light fittings, bulbs, dimmers and home automation systems are the responsibility of the customer. It is essential that your electrician or other qualified on-site professional is able to sign-off the specification of supplied items and to establish their compatibilty. We will provide all technical information needed but cannot accept responsibility for the compatibility of components within a system that was not supplied in its entirety by Holloways of Ludlow.

All of our products are covered by a minimum of a one year guarantee where the items supplied are found to be faulty or not fit for purpose. Many of our items have longer guarantees where the manufacturer offers longer terms.

Privacy Policy
We do not share your details with anyone else…. ever.

We collect information about you when you order, when you ask us for information and if you decide to sign up to our email mailing list. Information is collected lawfully and in accordance with the Data Protection Act 1998. Whenever we email you, you are free to let us know that you don't want any further emails from us - just say, and we'll stop contacting you.
We use the information that you give us to process your order, manage your account, personalise your use of the website and send offers of other products and services that we think you'll like from Holloways of Ludlow only (if you agree).

Cookies are used on this website to keep track of the contents of your shopping basket once you have selected an item.

We don't store or capture any other information, other than logging your IP address and session info such as the duration of the visit and the type of browser you used. This is automatically undertaken by our web server and is only used for system administration and to provide statistics which we analyse from time to time to evaluate use of our site. This information doesn't identify you to us as an individual, and we don't track your behaviour on our site and link it to you. We use summary data in house to improve our service to customers, and might share some statistics and summaries, without any elements of personal data attached, with other companies - for instance to persuade them to advertise with us.
Of course, our privacy policy only applies to this website, at www.hollowaysofludlow.com. We have no control or influence over the privacy policies that apply to websites that you can access by following links out of this site.

Glossary of terms - or what we are banging on about above...

Browser: software that locates and displays Web pages.

Cookie: a small, text message given to a web browser by a web server. Your browser stores this cookie as a file and will send it back to the web server at appropriate moments. Cookies are used by web servers to identify users and to personalise their visits by customising web pages - for instance, a cookie can be used to deliver a web page which welcomes you by name, every time you visit a the web site that created it and placed it on your machine. Some sites use cookies to store your personal information - your name, e-mail address and interests. Our web site doesn't use cookies in this way.

Web Server: a computer that is connected to the internet 24 hours a day, seven days a week and is used to store the data needed to serve up web pages in response to requests from browser software. When you type www.hollowaysofludlow.com into your browser's address window, you send a request over the internet which reaches our web server and is a request for it to send your browser the home page of our site.

Complaints Procedure
We are consumers too! We respect your rights as a consumer and aim to do everything in our power to ensure that you have an enjoyable experience dealing with us.

If you have any problems or criticisms please feel free to contact call our support line on 020 76025757.

We do our best to respond to all complaints as soon as we receive them and should be able to resolve them within a few days. We'll guarantee to respond to you within five working days and to keep you fully and regularly informed until your complaint is resolved.

We have told our local Trading Standards Office what we are doing and have taken their advice on several issues. In the very unlikely event that you have a dispute or problem with Holloways of Ludlow that you can't resolve, feel free to contact Shrewsbury Trading Standards office. Our business is located 'on their patch'.

Trading Standards,
Shropshire County Council,
The Limes, Belle Vue Road,