Frequently Asked Questions
If you are having trouble placing an order, please try the following steps: close and reopen the checkout window, try placing your order again, and clear your browser cache. If the issue continues, please contact our Sales Team for assistance.Â
You can place an order online or if you require help regarding stock availability and need a quote please get in touch with our Sales Team via email: sales@dzd.co.uk or by phoning us on 0207 3887 488.
If your order hasn’t been fulfilled by our warehouse team you can add more items by calling us on 0207 3887 488 or emailing with what you would like to add. You will have to pay any outstanding balances before you order can be dispatched.
If your order hasn’t been fulfilled, you can amend it by emailing or calling us immediately and providing your order number. If your item(s) have already been dispatched, then we are not able to cancel/change the order as it will already be on its way to you and you will have to follow our returns procedure.
All stock that is currently in our warehouse will be dispatched on the same day if placed before our cut off time which is 4pm. Anything after that will be sent the following day or if the order is placed over the weekend this will be dispatched on Monday.
We aim to despatch all orders on the same day as receipt of an order, or the following day for orders received after our cut off time. All orders should take no more than 48 hours to arrive to you depending on which shipping option you have chosen at checkout. Please note, during peak-times (Oct-Dec) deliveries may take slightly longer due to high demand in the warehouse and the courier network.
All our pre-order items listed on our website are clearly labelled with an estimated date, on which you can expect to receive the item. Please note there may be delays out with our control, we will email you about any date changes. You will receive a dispatch email once your order has left our warehouse.
When your order has been dispatched you will receive an email, this will contain your delivery date, the courier service being used and a tracking number. You can click onto the relevant courier link and use your tracking number to see the status of your delivery.
If you haven’t received your order dispatch email which contains your VAT invoice, please check your junk or spam folder, as it may have ended up there. You can also log into your account on our website to view your order details. If you’re still unable to find it, please email us at sales@dzd.co.uk and we can send you a copy.
Orders may be split into multiple packages due to the size of the order, space on the van, weight and issues within the courier network. If this happens, the remainder of your order is typically scheduled to arrive shortly after the first. You can see the status of your remaining parcels by using your tracking number.
Received the wrong item? Please get in contact with us as soon as possible so we can rectify the issue. Ideally via email with a picture attached showing the wrong item and your order number.
If you are missing an item(s) after thoroughly checking all boxes, please get in touch with our Customer Sales Team immediately through Live Chat, Email or Phone call. Provide us your order number and a list of the missing items so they can investigate and arrange a replacement to be dispatched.
If you receive a faulty item, please get in contact with us as soon as possible so we can rectify the issue. Ideally via email with a picture attached showing the wrong item and your order number. We aim to get a resolution on the same day with a next day dispatch.
We offer 1 year guarantee on all our products except for our Display Pro lighting that comes with a 2-year guarantee. If there are other issues after your warranty expires, please get in touch with our sales team who can help advise on the next steps.
If you wish to return an item you may do so if it is in an unused condition, in its original undamaged packaging and you notify us within 3 days of receiving your goods, and we receive it within 7 days of you having taken delivery. If these conditions are met, we will issue a full refund for the goods.
Bespoke / Customised Orders: Please note that we are unable to accept returns of any goods which have been specially supplied according to customer specifications, unless they are demonstrably damaged or faulty.
Please note that, unless the goods are faulty or damaged, you are responsible for returning the goods to us and for the return costs.Â
Delivery charges will not be refunded unless the goods are faulty.
DZD is not liable for return carriage costs on non-faulty returns. Additionally, we reserve the right to charge a restocking fee for returns with a value greater than £300 excluding VAT of up to 25% of the value of the return.
Returns of cut lengths of fabric will not be accepted unless faulty. Please check rolls of fabric for faults before cutting.
DZD trades as a Business-to-Business operation and therefore consumer distance selling regulations are not applicable.
Drop us an email to sales@dzd.co.uk stating you wish to set up a return. Please include your order number and the items you wish to return and a reason why. We will issue you a returns number and the address to send your return, please note at your own expense unless faulty.Â
Once the item(s) have been returned to us within the 7 days following receipt of your order we will issue you the relevant refund. Refunds can take up to 10 working days to be processes depending on your bank’s processes.
Any orders placed before your account was created will not appear in your order history, you can email us to send you a copy of your invoice(s)Â .
If you are having problems logging into your account, you might be inputting an incorrect email or password. Try resetting your password using the Forgot Your Password link.
1. Connect the plug to the first string of lights by pushing the male/female connectors together.
2. When connecting plugs, lights or accessories, it’s important to make a good seal to ensure a waterproof connection. This is achieved by pushing the male and female connectors as tightly as possible ensuring that the rubber ‘O-ring’ in between the two connectors is compressed to make the seal. Please note if the seal is not made correctly and water gets in your warranty may be invalid.
3. The cap can then be screwed into place. There will be a cap provided for the end of the lights, please note – this must also be screwed into place to seal the final string of lights.
4. Test the lights by plugging them in before you install them.3
As a lot of our items are modular, the plugs aren’t always attached. Our warehouse team will pop a loose plug in one of the boxes, therefore please check each box you receive.
No problem, most products will have the instructions on the webpage. However, if you can’t find what you are looking for, get it touch via email or by telephone.
The exact cost will vary depending on which of our lights you are using, the length of lights and how long you are using them for.
To get technical, the exact calculation for a daily cost is your rate per kWh (kilowatt hour) – typically around 34p at the moment – multiplied by the power consumption of your lights (for example a typical LED light bulb might be around 10w, i.e. 0.01kW) multiplied by the number of hours you use the device per day.
So, for that 10w LED light bulb, leaving it on for 5 hours a day, the calculation is as follows: 34 x 0.01 x 5 = 1.7p per day.
Visit our blog, How much will it cost to run my lights?, to use our interactive cost calculator.
All lights are tested before being packed up and sent out. If for any reason when you first plug the lights in they do not work please try the following and if none of these resolve the issue, please contact us.
LED lights
If, once you receive them, they don’t work, it would indicate that there could be an issue between connectors, or the power cord/splitter.
1. Is the connector pushed fully together to make a connection?
3. If you have multiple strings connected together and the lights do not seem to be working, please disconnect them all and try connecting each set on its own with the power cord to identify which string is not illuminating.
3. If you have connected your set together, but it fails to light, it may be a polarity issue. Very occasionally the guide notch on the connectors can be placed upside down during manufacturing. You can work around this by simply disconnecting, rotating one connector 180 degrees, and pushing the connectors together – irrespective of the guide notch’s position. You may find some resistance but this is normal. This will not affect the operation of your lights.
Filament lights (with replaceable bulbs)
If sections of lights don’t work when you receive them, it usually means that one of the bulbs has come loose in transit.
1. Each bulb has two metal prongs which need to connect with the bottom of each holder. Therefore, in the first instance, we would suggest pushing all bulbs tightly into their holders.
2. In the unlikely even that they are still not working after this step, you may need to check each bulb by removing it from its holder and checking the prongs are in the correct place and that there is no damage to the bulb itself.
Spare bulbs are included.
All of our lights come with a 12 month warranty to cover manufacturing faults so in the unlikely even that a fault occurs within that period, please get in touch.
How does the timer work?
Most of our timers operate on a multi touch system and a memory function. To do this, simply press the button on the plug ONCE. The lights will now stay on for a period of 6 or 8 hours depending on the lights you choose, then switch off for 18 / 16 hours, before coming back on for 6 / 8 hours to begin the cycle again at the same time the following day. When the button is green, the timer is in operation.
By pressing the button again, you can also opt for permanently on (lights on but green button off) or permanently off. To change the time at which the lights come on, simply switch the lights off, and then switch them back to timer mode at the new time you wish them to come on.