My Account

HOW DO I SET UP AN ACCOUNT?

An account can set up by clicking on the link below and providing the required information.

https://www.orlightspecialprojects.com/account/login/create

I’VE FORGOTTEN MY PASSWORD - WHAT DO I DO?

No problem – simply click on the “Forgot Password?” button and you will receive a password reset email, alternatively you can use the below link.

https://www.orlightspecialprojects.com/account/login/request-reset

WHAT ARE THE BENEFITS OF HAVING AN ACCOUNT?

With an account you will be able to update your contact information, save shipping addresses and payment methods as well as access to your order history with breakdowns on the status of your orders.

Orders

CAN I CHANGE AN EXISTING ORDER?

Once an order has been placed, we cannot edit, add or remove any products.

CAN I SPLIT MY ORDER ACROSS MULTIPLE DELIVERY ADDRESSES?

Unfortunately, we’re unable to split an order across multiple delivery addresses.

HOW DO I CANCEL AN ORDER?

You can cancel an order by contacting our Customer Support.

ITEMS IN MY SHOPPING BASKET HAVE RECENTLY SOLD OUT – WHAT HAPPENED?

Goods are not allocated to you until an order confirmation has been sent – adding items to your shopping basket does not reserve them.

THE ITEM I HAVE ORDERED IS OUT OF STOCK – WHAT HAPPENS NEXT?

If any stock errors occur, we will contact you via phone or email and offer an alternative solution or refund.

Payments

WHICH PAYMENT METHODS DO YOU ACCEPT?

We currently accept the following cards:

Visa, Visa Debit, Mastercard, American Express, Discover and Apple Pay.

HOW DO I USE A DISCOUNT CODE?

A discount code can be applied to your order once reaching the payment stage of checkout.

WHY IS MY DISCOUNT CODE NOT WORKING?

Discount codes are only useable once per a customer. Is your code not working? This may be because you have already used the code on a previous order.

Delivery

HOW MUCH ARE YOUR DELIVERY CHARGES?

UNITED KINGDOM:

Standard 3-5 Day Delivery - £5.00

Orders over £120.00 will automatically receive free delivery.

EUROPE:

Standard 3-5 Day Delivery - £20.00

UNITED STATES OF AMERICA:

Standard 5-7 Day Delivery - £25.00

HAS MY ORDER BEEN DISPATCHED?

Once your order is ready, a second email will be generated to confirm your order has been shipping – if you have not received an email within 4 working days, please call on (0)20 7352 9039 or email us via our Customer Support.

Returns And Refunds

HOW DO I RETURN UNWANTED ITEMS?

PURCHASES MADE VIA THE ORLIGHT SPECIAL PROJECTS WEBSITE:

You have 14 days to return your product from the date of receipt.
All product(s) must be returned in their original condition and packaging, failure to do so may result in the delay, rejection or reduction in value of your refund and/or product(s) shipped back to your address.

ORLIGHT SPECIAL PROJECTS RETURNS PROCEDURE:

To ensure valid and safe return of items, the Customer must:

Obtain an Returns Merchandise Authorisation (RMA) - this can be acquired via Customer Support.
Complete RMA and ensure all product(s) are in their original packaging.
Return items using a reputable delivery carrier service. We strongly recommend that a trackable shipping method is used. Orlight Special Projects will not be liable for any losses or damages caused during transit.
Goods returned shall be assessed by our Technical Team for refund verification.
Upon verification, a refund will be provided within 30 business days of the date of delivery.

We reserve the right to refuse return of items where the above instructions are not correctly followed.

To arrange a return, please contact our Customer Support.

I’VE LOST MY INVOICE AND WANT TO RETURN SOMETHING - WHAT DO I DO?

Contact our Customer Support and they’ll send you all of the details you need.

Can’t find the answer you’re looking for? Our Customer Support Team may be able to help!