Frequently Asked Questions
Where do you ship to and how much will delivery cost?
We have standard delivery charges for the UK and two zones for countries in Europe. The correct price will appear at checkout when you select your country from the drop-down list. For the USA and Canada, shipping costs are included at no extra charge. For any countries that are not listed, please email us and we will send you a quote for the delivery cost.
How long will I have to wait for my order to arrive?
Our lights are mostly made to order so lead times are variable. Once you place an order, we will email you with a guide to when we expect to deliver the order.
If you prefer to know a more specific time-frame before you order then please email us for up-to-date information. All lead times are estimates made using the best available information that we have from our supplier and couriers.
Will my lights all be identical and look the same as shown on screen?
Our lights are made of natural materials and using hand-made processes so the exact colour and texture of the raw clay and glazes may differ.
The colours may also differ from what you see on screen due to differences in screen quality.
Since the ceramics are hand-made, there may also be slight differences in the sizes and weights of the lights.
What if I want to customise my order?
We can offer customised options such as different flex-cord colours/lengths. Please email us for more information on this.
Can I see the lights in ‘real’ anywhere?
We do not have a showroom but if you want to pop past our workshop in Devon (Loddiswell) then we will be happy to meet you there. We do come up to London from time to time so can also arrange visits there and are especially happy to come and present to design practices. There are also some locations with our light in which we can point you towards so please email us to discuss.
What is your returns policy?
Our returns policy is governed by the Consumer Contracts Regulations.
We accept unwanted item returns for a full refund as long as we are notified of the return (by email) within 14 days of delivery. The item(s) must then be returned to us within 14 days of this notification. The cost of the return must be paid by the customer and we must receive the item(s) back in un-installed, un-used and fully re-saleable condition. Once we have received the goods back, Hand & Eye will process the refund within 14 days. Please contact us for info on how to ship our fragile lights to minimise the chance of damage in transit and insure the goods.
Please note that for UK and EU customers we refund outbound shipping costs (but not any special delivery cost requested by the customer) however, for any non-EU customers we will refund the value of the goods but not the outbound shipping (sorry!).
What if there are problems during delivery/shipping?
Once we dispatch your order, the courier will make contact with information regarding delivery, and customs procedures/payment for overseas customers. If you have questions about this then we are happy to help where possible but generally contacting the courier will be the best course of action. Please do refer to the ‘delivery’ section in our Ts and Cs for more important information about this.
Will your lights work with my electrical system?
We supply two versions of most of our lights: an EU-type version and a US-type version.
The EU-type is compatible with UK and EU voltage (230v) and has an E27 lamp holder.
The US-type is compatible with US voltage (110v) and has an E26 lamp holder.
Not all our options are available for all regions, this will be clear on our order pages.
Customers outside the UK/EU are responsible for ensuring that the products comply with local regulations.
Many of our lights are now UL listed (for the US and Canada), this will be noted on the product pages.
You may find it useful to have a look at our spec sheets or install instructions before you order.
Are your lights dimmable?
Yes, as long as compatible light-bulbs and dimmers are used. Please contact us for more information.
Do your prices include tax?
Our prices for UK customers include VAT at 20%.
For customers outside of the UK no VAT is charged (this includes EC countries as of 1st January 2021, following Brexit). However, you may be liable to pay customs import duties and/or local taxes as items are shipped into your country. These are not included in the price and we deliver our goods with the duties unpaid. For EC customers this is likely to include VAT at your local rate. There may also be a small fee to pay to the shipping company/courier for customs clearance, this varies from country to country.
Do you have items on sale?
We may do occasional sales. To keep up to date with this information please follow us on Instagram or Twitter and/or sign up to our newsletter. We also often have items that are ‘seconds’ ie they have small flaws. We are always happy to sell these at discounted prices so please do email us to ask about these.
How can I clean your lights?
All our lights can be cleaned using a damp cloth (take care not to get water into the lamp holders). Raw ceramic will change colour when wet but will return to the original colour once dry.
Our glass shades can be cleaned with dusting sprays but do not use any product that will leave a residue on any raw ceramic part.
For any general issues with the order process or if you want to cancel your order before it has been dispatched, please email or phone us.
For more information, please do read our Terms and Conditions!