Frequently Asked Questions
Orders and delivery
How long does delivery take?
Orders are generally processed within 3–5 business days. Standard transit is usually 5–10 business days after dispatch. Fragile, oversized or remote-area deliveries can take longer.
Will I receive tracking?
Yes. When your order is dispatched, we will email the tracking details supplied by the carrier. Tracking can take several business days to show its first movement.
Do you offer free shipping?
Standard shipping is free on orders accepted through our online checkout. If a destination or product needs a special delivery arrangement, we will contact you before dispatch.
Products and installation
Are bulbs included?
This varies by product. Check the product description and specifications for the bulb type, integrated LED information and included components.
Can the lights be dimmed?
Only products or variants described as dimmable should be used with a dimmer. Compatibility also depends on the bulb, driver and wall control. Ask a qualified electrician if you are unsure.
Who should install hardwired lighting?
Hardwired fixtures should be installed by a qualified electrician in accordance with local electrical and building requirements. Keep all installation hardware and instructions together until installation is complete.
How do I choose the correct size?
Review every dimension shown on the product page and measure the installation area before ordering. For dining tables and kitchen islands, consider both the fixture width and the hanging height.
Returns and support
Can I return an item?
Most unused items can be returned within 30 days of delivery when they are complete, undamaged and in their original packaging. Contact us before sending a return so we can provide the correct instructions.
What if my order arrives damaged or incorrect?
Email contact@buyLucidity.com as soon as possible with your order number and clear photographs of the product and packaging. We will assess the issue and arrange an appropriate replacement or refund.
Can I cancel or change an order?
Contact us immediately. We will try to help before dispatch, but changes and cancellations are not guaranteed once processing has begun.
How can I contact Lucidity?
Email contact@buyLucidity.com. Include your order number when your question relates to an existing purchase.