Making a purchase
Our website has been designed to make shopping easy and secure. Our products are arranged in easily identifiable categories. All of these categories can be viewed by pressing the 'PRODUCT CATEGORIES' button on the top left-hand side of the screen. By selecting a category you will then be shown the products it contains. More detailed information is available for every product and, when you have found what you want, you can add to your shopping basket. Please note that the basket does not commit you to anything. You can edit it or empty it at any point. Once you have selected the products you want you then press ‘Continue to checkout’ and our secure checkout and payment system will then guide you through the payment process, step by step.
We accept credit card payments which are processed using a secure server - our payment processors are Secure Trading, one of the world’s leading online payment providers. Our system is set up to charge credit and debit cards in Pounds Sterling. Please note that if you are shopping from outside the UK, your card company will convert our Sterling price into your local currency and the amount will appear on your next card statement.
We accept most major cards - but not American Express or Diners. In order to progress your order, payment is taken when the order is placed. This ensures stock is allocated to you.
Your statutory rights are not affected.
We aim to get your items to you as soon as possible and ideally within 10 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.
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 firstname.lastname@example.org 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".
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.
- 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.
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.
Glossary of terms - or what we are banging on about above...
Browser: software that locates and displays Web pages.
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.
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 0207 6025757.
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'.
Shropshire County Council,
The Limes, Belle Vue Road,