Paulina
ORDERS
May I pick the products up myself?
Is it possible to take a look at the products directly in your shop?
Unfortunately not. The lights are stored in our warehouse and are not on display.
May I pay with my card in your e-shop?
We accept only online card payments.
Can I count on the availability of products?
Is it possible to order a replacement glass or a spare part later?
Availability is only approximate, as it depends on individual producers. Most products are available on the given dates; if they are not and there is a problem with shipping, you’ll be immediately informed.
Most producers offer an option to buy replacement glass. Please contact us via phone or email to find out more about the availability of replacement glass or spare parts and their prices.
How long does shipping take?
Once the products are handed over to Fastaway HD, you will receive them in 7-10 days.
May I add other products to an order I have already submitted?
Once you’ve submitted your order, you can contact us via phone or email and the products will be added to the package unless it’s already been shipped.
PRODUCTS
May I return the products if I’m not satisfied?
Yes, you can return the products within 14 days following delivery. However, the returned products must be undamaged, unused, and in their original packaging. Use our special form to quickly resolve this situation.
Is there any warranty for the lights?
We provide a three-year warranty, even though the standard warranty period is two years. The warranty applies to all the lights, except for bulbs.
Could you send me a printed catalog and price list of your products?
All the products and their updated prices are listed on our website.
What is the light intensity of energy-saving bulbs as compared to classic bulbs?
The light intensity of an energy-saving bulb is five times higher than the intensity of a classic bulb. Example: a 10W energy-saving bulb equals the intensity of a 50W classic bulb.
SHIPPING
How does shipping work?
We ship our lights via Fastaway HD.
What if I’m not at home when the package arrives?
If the courier arrives when you’re not at the shipping address, they’ll try to deliver the package again the next day. If Fastway HD arrives when you’re not at the shipping address, they will bring the package to a pick-up point where it will wait for you to pick it up. Or you can leave a note on the attempted delivery calling card and fill out the ‘Authority to leave’ section and advise clearly on where you want your parcel left. This must be in a safe delivery location such as on the porch, shed, or with a neighbor.
PAYMENT
What payment methods may I use?
You can use an online payment with your card.
When will I receive the billing data for the “payment in advance” option?
Once we receive and process your order, we’ll immediately issue an advance invoice with the billing data that will be sent to your email address. If you place your order on a weekend or a bank holiday, the billing data will be sent on the next working day at the latest.
My payment by card failed: what should I do next?
It is always good to contact us via phone or email.
COMPLAINTS AND RETURNS
How can I make a complaint and where do I find its status?
In order to have the complaint handled quickly, we recommend using our complaint form.
What do I have to add to the package with the product when I am returning it to you?
Please put a copy of the invoice into the package, along with a cover letter explaining the reason for the return.
When I accepted the package, I found out that the products were damaged. What should I do?
Right after you unpack the products, please report the damage to the courier. All the instructions to return damaged products are listed on the package.
Our team members do their best to handle your complaint as quickly as possible. According to valid legal regulations, we have 30 days to handle it.
Are your products sufficiently protected for shipping by Fastaway HD?
The lights are wrapped and come in boxes full of padding and cardboard to prevent any damage.
Why are some of the lights marked as “used”?
Fully functional lights are sometimes marked as “used”, as they may have a minor decorative defect. Sometimes they will be shipped without original packaging and some of them have been already on display in a shop.
