What courier do you use for deliveries?

UK orders are currently sent by Hermes, unless they are unusually large and a specialist courier has to be used.

Mainland EU orders are also sent by Hermes, but once it leaves the UK, then Landmark typically takes over delivery.

We do also have the more expensive option of Royal Mail (for UK orders) and Crown Same Day for customers that need products urgently, but at a greater cost.

You can select your appropriate option when you proceed through checkout.

How long does it take for home delivery?

Within the UK, Hermes typically takes between 2-3 days to deliver a parcel to most areas. Scottish highlands and rural places may take a little longer.

Royal Mail is generally next day if ordered in time for us to get it to the post office before collection.

The same day courier is, unsurprisingly, same day delivery.

Mainland EU orders vary, but they can take anywhere from 4 days, to 2 weeks.

I placed an order on Friday afternoon, when will I get my order?

Parcels are not collected by our couriers on weekends, so if it is collected on Monday morning, it may be delivered on Tuesday or Wednesday.

Why am I being charged for delivery on my order when it states standard delivery is free?

This could be because of your location. We try our best to give free shipping to the whole of the UK, regardless of how out of the way you are. However, if you bought a light for £20 with free shipping and shipping came in at £18, then we would be at a substantial loss.

If this is an issue, please get in touch and we’ll see what we can do.

I haven’t received a dispatch email/email confirmation?

Once you place an order, an invoice and all updates are emailed to you. Please check your spam folder in case it’s in there. It’ll be from: office@trucklumi.eu.

Failing that, you can access your invoices from your account page, or just request more information/invoices directly from us and we’ll happily provide it.

Can I collect from a local store?

Sorry, but we have no physical store that is accessible by the public. Orders are online only.

Do you deliver on Weekend?

Hermes do not deliver on weekends, but Royal Mail does deliver on Saturdays.

Can I track my item?

Yes of course, just click on Track Your Order on the top left of the website and enter your Order ID and registered email address.

You’ll then be shown the current process of your order with us, and the most up to date tracking information for it.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box addresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

Do you deliver to BFPO addresses?

Yes we can deliver to BFPO addresses, and are glad to support British Forces overseas.

Do I have to pay Customs & import charges if I live outside of the EU?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

The customs department of my country have asked me for further information. What should I do?

Each country has its own unique import procedures,which are subject to change. If you have an order held in customs then please contact our customer service team with your order number and tracking number, via email. We will do our very best to help resolve the matter as quickly as possible.

Your order invoice should provide all information required for the receiving courier/customs to process the parcel.

I'm new, how do I order?

Simply go shopping! Click through the site and add what you want to your cart. Once you’re done, go to the checkout and proceed through to payment. After it’s been paid, we’ll get your order to you.

Ordering from mainland EU and VAT registered? Simply enter your VAT ID at checkout to have the VAT removed.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

Mastercard, VISA, Switch/Maestro, Visa Debit, Delta and Electron. We use a payment processor, but also PayPal, so most cards are accepted.

Want to pay in a way that is unavailable? Get in touch and we’ll try to add it.

What currencies can I use?

The currency will change depending on where you are. If you are in the UK then all prices will be in GBP. If in mainland EU, then it will be in EUR. If in USA, then USD etc.

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

What is a surcharge?

Some parts may specify a surcharge. Surcharge is a repayable deposit – You pay the full amount initially, when you return your faulty unit we refund the quoted surcharge amount.

Do your prices including VAT?

All our online prices include VAT @ 20%

Do you offer a VAT discount to non EU customers?

Customer’s ordering from outside the European Union can simply shop as normal. If your country is outside of the EU, then the VAT will be automatically removed.

Can I get more information on a product?

Send us an email and we’ll literally grab one and take a look. If you need more technical information, we’ll take your details and contact the manufacturer on your behalf.

Do you fit parts?

We’re afraid we only supply products. We recommend an auto electrician or someone technically qualified.

A part is not listed online so can you order for me?

Maybe, send us an email with a part number or picture of the lighting product you need and we’ll contact our suppliers.

Can I make an order over the phone?

As we have low over heads, we do not currently have a customer services telephone line. We do have a very fast and efficient email service though. We hope to have a staffed phone line in the future.

How do I check if an item is in stock?

The amount of products in stock are listed on that products page. Typically near the title in green.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our premises.

It says out of stock on your website for my part. How long will it take to get in?

Items which are ‘Out of Stock’ vary in timescales to get them back in stock. Please contact us to let us know you are waiting and we can make sure it is ordered as a priority.

Do you price match?

Yes, if that product is like for like.

Where is my order?

You can check the status of your order by clicking ‘Track my Order’ on the top left of the website.

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Can I have an update on my order status?

Sure, just click ‘Track my Order’ for the most up to date order and shipping information.

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How do I return an item?

For information on returning an item please visit the Returns section.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via email.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

What do I do if I have received a damaged item?

At Trucklumi.eu we hope that you are happy with your purchases. We take great care in dispatching goods to the highest quality, however we know that sometimes things can go wrong and you will need to may need to return an item. Please follow the following procedure: We would require an image to be emailed to us providing all damage caused. Please email this to office@trucklumi.eu.

What do I do if my part is faulty?

Simply click on ‘Returns’ and fill out the online form. We’ll be in touch with the next steps.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.