FAQs

Shipping & Delivery

Q1: How long does order processing take?
Orders are usually processed within 1–2 working days. For ex-display pieces or larger items requiring extra handling, dispatch may take slightly longer. You’ll receive an email confirmation once your order has been shipped.

Q2: How long will delivery take?

  • UK Mainland: 5–7 working days

  • Scottish Highlands, Northern Ireland & UK Islands: 7–12 working days
    Delivery times are estimates and may be affected by courier delays, weather, or seasonal demand.

Q3: How much is delivery?

  • Standard Delivery: £13.95 per order

  • Free Delivery: orders over £199 (UK only)
    For particularly large, fragile, or high-value items, additional delivery fees may apply. If so, we’ll contact you before dispatch.

Q4: Can I track my order?
Yes. Once your order has been dispatched, you’ll receive a confirmation email with tracking details. Deliveries take place Monday to Friday, excluding bank holidays.

Q5: Do you deliver internationally?
At this time, Basus delivers within the United Kingdom only.

Q6: What if my item arrives damaged or incomplete?
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery so we can resolve the issue with a replacement, refund, or suitable alternative.

Returns & Refunds

Q7: What is your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Items must be unused, in the same condition as received, with tags and original packaging, plus proof of purchase.

Q8: How do I start a return?
Contact us at info@basuslighting.co.uk with your order number. Returns should be sent to:
162 Fenwick Road,
G46 6XF
Glasgow

If accepted, we’ll provide a return shipping label and instructions. Items sent back without approval will not be accepted.

Q9: Are any items non-returnable?
We cannot accept returns on:

  • Sale or clearance items

  • Gift cards

  • Custom or personalised products

  • Hazardous materials, flammable liquids, or gases

Q10: Do you offer exchanges?
Yes. The quickest way is to return the item you have. Once approved, place a new order for the item you want.

Q11: Do you comply with EU cooling-off laws?
Yes. If your order is shipped into the European Union, you have the right to cancel or return within 14 days without providing a reason, provided the item is unused and in its original condition.

Q12: When will I receive my refund?
Once we’ve received and inspected your return, you’ll be notified of approval. Approved refunds are processed to your original payment method within 10 business days. Please allow up to 15 business days for your bank or card provider to complete the refund.
If more than 15 business days have passed, contact us at info@basuslighting.co.uk

Products & Orders

Q13: Are your products authentic?
Yes. All Basus lighting is 100% genuine, sourced from trusted European showrooms and partners. We never sell replicas or imitations.

Q14: Why are your prices lower than retail stores?
Many of our items are ex-display, showroom, or clearance models, allowing us to offer authentic design at outlet prices.

Q15: Will ex-display items have marks or defects?
Minor signs of handling may be present, but all items are carefully inspected and any imperfections are clearly stated in the product description.

Q16: Do the lights come with bulbs?
Most lights are sold without bulbs, unless otherwise specified. If included, this will be noted in the product description.

Trade & Contract Enquiries

Q17: Do you offer trade or bulk orders?
Yes. We provide trade pricing and bulk order discounts for interior designers, architects, contractors, and businesses.

Q18: How can I apply for trade terms?
Contact us at info@basuslighting.co.uk with details of your project or business, and our team will get back to you.