Frequently Asked Questions

Orders placed before 22:00 (GMT+00:00) are processed and prepared for shipment within 1 to 2 working days. Our delivery time is 5 to 8 working days, so the total time from order to delivery is 6 to 10 working days. You will receive a tracking confirmation email once your order has been dispatched.

No. The price you pay at checkout is the final price. All import duties and taxes are already paid by Softstead, so your parcel is delivered with nothing left to pay.

Yes. As soon as your order is dispatched, we will send a shipping confirmation email with your tracking number. You can use our Track Order page at any time to check your delivery status.

Our products are shipped from our warehouse in Shenzhen, China. Please take this into account when placing your order. This does not affect your consumer rights or the delivery timeframe in any way.

Yes. You can cancel free of charge at any time before your order is dispatched. Email us at contact@softstead.co.uk with your order number and we will cancel it and refund you in full. Once dispatched, follow the standard return procedure instead.

Email us at contact@softstead.co.uk with your order number and reason for return. We will respond within 1 working day with a returns form and full return instructions. Items must be unused and in their original packaging.

You have 30 days from the date of delivery to return an item. This is in addition to your statutory rights under the UK Consumer Rights Act 2015.

Return shipping is paid by the customer, unless the item is faulty, damaged on arrival, or we sent the wrong item. In those cases we cover the full cost of the return.

Refunds are issued to your original payment method once we have received and inspected the returned item. There is no restocking fee. We aim to process refunds within 10 working days of receiving the item, but this may vary due to processing times at your bank or payment provider. You will receive an email confirmation when the refund has been issued.

Many of our lamps are cordless and rechargeable, meaning no wiring or electrician is needed. Product listings indicate whether an item is cordless or mains-powered.

Yes. All electrical products we sell are CE certified and meet applicable UK product safety standards.