International Orders & Returns

Crucial Lighting are delighted to welcome orders from customers around the world.

Whether you are purchasing for a private residence, interior design project or commercial space, our collections are available for international delivery.

International Delivery

International delivery charges and estimated delivery times vary depending on the destination and order. Available delivery options, estimated delivery times and applicable charges will be shown at checkout where available.

We work with a range of trusted delivery partners, including carriers available through our Shopify shipping services, as well as FedEx and DHL Express where appropriate.

The delivery partner used for your order may vary depending on the destination, service selected and the size and requirements of your order.

Once your order has been dispatched, you will receive tracking information where available so you can follow its progress.

Delivery times are estimates and may be affected by customs clearance, local courier services, public holidays or other circumstances outside our reasonable control.

Urgent International Deliveries

If you have a time-sensitive project or require your order sooner than the delivery options shown at checkout, expedited delivery may be available in certain circumstances.

Please contact the Crucial Lighting team on 020 3987 7142 before placing your order to discuss your requirements. We will do our utmost to accommodate urgent delivery requests wherever possible.

Duties, Taxes & Customs

International orders may be subject to import duties, local taxes, customs charges or clearance fees imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the purchase price or delivery charge and are the responsibility of the customer.

Customers are responsible for providing any information required for customs clearance and for paying any applicable import duties, taxes or other charges levied by the destination country.

Customs procedures vary between countries and may occasionally result in additional delivery time.

Product Suitability

Our products are designed for 220–240V electrical systems and are suitable for use across the UK, EU, Middle East and many other international markets, subject to applicable local requirements.

Electrical standards, certification requirements and installation regulations can vary between countries. Customers should ensure that the product is suitable for use and installation in their destination country before ordering.

Electrical products should always be installed by a suitably qualified professional in accordance with local regulations.

If you are unsure whether a Crucial product is suitable for your country or project, please contact us before placing your order.

International Returns

If you wish to return an item, please contact us before sending any goods back so that we can provide the appropriate return instructions.

Returned items should be unused, uninstalled and in their original condition, with all components and, wherever possible, their original packaging.

Where an item is returned because you have changed your mind, return delivery costs and any associated customs or clearance charges are normally the responsibility of the customer, except where applicable law provides otherwise.

We recommend using an insured and trackable delivery service when returning your order.

EU Right of Withdrawal

If you are purchasing as a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days of receiving your goods, without giving a reason, subject to certain exceptions.

For full information about your statutory withdrawal rights and how to exercise them, please visit our EU Right of Withdrawal page.

Nothing in this section affects your rights where goods are faulty, damaged or incorrectly supplied.

Damaged, Faulty or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery and before installation.

If an item arrives damaged, faulty, incomplete or incorrect, please contact us promptly. To help us assess the issue, we may ask you to provide your order or invoice number, photographs of the product and packaging, a photograph of the shipping label and a brief description of the issue.

Please retain the product and all original packaging while we assess your claim.

Do not install a product that appears damaged, defective or incorrectly supplied.

Where appropriate, we will arrange a repair, replacement or refund in accordance with your applicable legal rights.

Mouth-Blown Glass

Our mouth-blown glass is individually produced and each piece is unique.

Minor variations in colour, shape, thickness and texture, together with occasional small air bubbles, are natural characteristics of the mouth-blowing process and are not normally considered defects.

Refunds

Once an authorised return has been received and inspected, any applicable refund will normally be made to the original payment method.

Where statutory cancellation or withdrawal rights apply, any refund of the original delivery charge will be made in accordance with applicable law.

Return delivery costs, duties, taxes and customs charges may not be refundable, except where required by applicable law or where the return results from an error on our part.