FAQ’s

Your Lighting Questions Answered

How do you wire the Pendant Sets to the ceiling?

Customers should always consult an electrician if unsure when dealing with electrics. There should already be a wiring terminal in place if a lamp has been there already. If not, these can be bought for a matter of pence in hardware shops, but an electrician should have these on them as standard. .

I would like to use a pendant set with a lamp shade is this possible?

All our pendant sets, light bulbs and lamp shade have been made to fit together perfectly; they are all made to take a standard E27 Edison screw light bulb and can be used with other brands with the same standard specifications.

I live outside of the UK, can i still purchase your products and wil they work?

Yes indeed! our products are rated and tested and certified for use throughout the EU, but can also be used further afield, in countries with the same voltage rating. We have sales agents and distributors in Asia,please contact us for more information about shipping  and purchasing outside of the UK and EU.

Can Nostalgia Lights lighting be used outside or in bathrooms?

All light fittings used near water must be IP rated,we have a small selection of fittings that have an IP rating which allows them to be used outside, this will be listed on the product listing, but of course, if you need more clarification then please don’t hesitate to contact us.

Do you sell incandescent light bulbs still?

Due to legislation brought in a few years ago which phased out the production and sale of tungsten filament bulbs to make way for the greener and more efficient LED bulbs, our bulb range are LEDs.

You may find some older stock available on the website, but once these are sold they will not be available again

Our LED bulbs have been made to the same colour output as the incandescent bulbs we initially stocked, but will offer 20,000hrs life as standard – better for your pocket and better for the environment.

Your Stock, Delivery & Returns questions answered

I am an International Customer, and I have received notification that I must pay a customs fee?

International Shipments may be subject to customs and duty fees levied by their local government and will be the customer’s responsibility. For further details about customs, please contact your government website. Please note: If you refuse an international shipment you will have the return shipping as well as any customs/duties/fees associated with the order removed from your refund or store credit.

Have you dispatched my order?

When your order is dispatched, we’ll send you an e-mail confirming that it’s on its way. You will also receive a tracking number and a link to our carrier’s website to tell you the current status of the delivery. You are also able to check the status of your order through the ‘My Account’ area on the website.

There is an item missing in my order

If an item is missing from your order, please ‘Contact Us’ with details of the error. Please remember to include your order number in your message, and we will be able to investigate further and resolve the problem.

I have received a faulty or incorrect item in my order

If you think there is a fault with an item you have received, or have received an incorrect item please contact us explaining the fault/error and you will be issued with instructions on how to return. Once we receive the item back and have investigated the fault, you will be provided with a full refund or sent a replacement item at your request. Please remember to include your order number in your message, and we will be able to investigate further and resolve the problem.

How can I return an item?

We offer a no quibble returns policy on all of or products. The best way to handle a item you’d like to return is to contact us and we can advise on how best arrange. Please contact us via email on hello[@]nooklondon.com quoting your order number.

How can I track my order?

When your order is dispatched, we’ll send you an e-mail with your tracking number and a link to our carrier’s website to tell you the current status of your delivery. Alternatively, you can track parcels within ‘My Account’.

Will you restock items indicated as “out of stock?”

All items on the website listed as ‘back-order’ and currently out of stock, but en route to the warehouse, these are items can be ordered on back-order and dispatched once in stock; you will only be able to order items that are currently in stock, on will be in stock soon.

If your order an item which is listed on back-order and would like a more accurate delivery time please contact us via hello@nooklondon.com with the product name, code, or order number and we would be happy to supply you with more information.

I have a questions that is not here

Understood and easily fixed! Pop the team an email on hello@nooklondon.com and we’d be happy to answer your questions.

Your Payment questions answered

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by nooklondon.com and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app​.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor nooklondon.com run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as nooklondon.com have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at nooklondon.com from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by nook london.com. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at ​www.klarna.com/uk​.

What happens to my statement, when I’ve returned the goods?

Once nooklondon.com has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I’ve received a statement, but I’ve not yet received my goods.

In the event that your goods have not been received please call nooklondon.com to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at​ www.klarna.com/uk​, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or ​Klarna’s Customer Service page​ for a full list of FAQ’s, live chat and telephone options.

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