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Welcome to Radientia’s FAQ section. Here you’ll find answers to the most common questions about our products, orders, shipping, returns, and more.
Orders & Payments
Q: Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to view your order history and track your shipments more easily.
Q: What payment methods do you accept?
We accept major credit/debit cards and other secure payment options displayed at checkout.
Q: Is my payment information secure?
Yes. All transactions are processed through Shopify’s secure system with industry-standard encryption.
Q: Can I change or cancel my order after placing it?
Please contact us as soon as possible at info@radientia.com. If your order has not yet shipped, we’ll do our best to make changes or cancel it.
Shipping & Delivery
Q: Do you offer worldwide shipping?
Yes, we provide free shipping within the UK and worldwide.
Q: How long does delivery take?
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UK Orders: Processing time is 1–2 business days, with delivery typically within 2–10 business days.
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International Orders: Delivery times vary by destination.
Q: How can I track my order?
You’ll receive a tracking number by email once your order has shipped. You can also use our Track Order page.
Q: Do you deliver to PO boxes?
Some carriers may not deliver to PO boxes. We recommend using a physical address whenever possible.
Q: What if my order is delayed or lost?
If your parcel is delayed or lost, contact us at info@radientia.com with your order number, and we’ll assist you right away.
Returns & Exchanges
Q: What is your return policy?
We offer 30-day easy, free returns on all eligible items. Products must be unused, in original condition, and in their original packaging.
Q: Do you offer free return shipping?
Yes. We provide prepaid return labels for hassle-free returns.
Q: How long will my refund take?
Once we receive and inspect your return, refunds are processed within 3 business days to your original payment method.
Q: Can I exchange my item?
Yes, you can exchange items for a different size, color, or style. Contact us for assistance.
Q: Are there items that cannot be returned?
Some products may be non-returnable for hygiene or safety reasons. These will be noted on the product page.
Product Information
Q: Are bulbs included with your fixtures?
This depends on the product. Please check the individual product description for details.
Q: Are your lights dimmable?
Most of our fixtures are dimmable when paired with dimmable bulbs and compatible switches.
Q: Can your lighting fixtures be used in bathrooms or outdoors?
Only products with a suitable IP rating should be used in bathrooms or outdoors. Check the specifications on each product page.
Q: Do you sell replacement parts?
For spare parts or shades, contact our support team. Availability depends on the specific product.
Q: What voltage do your lights support?
Our hardwired fixtures work with standard UK voltage. For other regions, you may need adapters or voltage conversion.
Privacy & Security
Q: How do you use my personal data?
We use your data to process orders, improve our site, and prevent fraud. Please see our Privacy Policy for full details.
Q: Do you share my information with third parties?
We only share data with trusted partners necessary to complete your purchase (e.g., payment processors, shipping companies).
Company Information
Q: How do I contact customer support?
You can reach us at:
📧 info@radientia.com
📞 +44 7404 887094
Q: What are your business hours?
Our support team is available Monday–Friday, 08:00 AM–05:00 PM (UK time).
Q: Where are you located?
2 Frederick St, London WC1X 0ND, United Kingdom.
Ordering & Payments
Below are some of are common questions about Ordering & Payments
What payment methods do you accept?
We accept major debit/credit cards and other options shown at checkout. (Exact methods are displayed on the checkout page.)
Is my payment information secure?
Yes—Radientia runs on Shopify’s e‑commerce platform with industry‑standard security. See our Terms of Service for details.
Can I use more than one discount code?
Only one discount code can typically be applied per order unless otherwise stated on a promotion.
Can I modify or cancel my order after placing it?
Contact us as soon as possible. We’ll do our best, but once an order begins processing or ships, changes/cancellation might not be possible. (See “Order Acceptance & Pricing” in our Shipping Policy.)
Will I be charged taxes at checkout?
Taxes are calculated at checkout based on your delivery address. (You’ll see “Taxes and shipping calculated at checkout” on the store.)
Shipping & Delivery
Below are some common questions about Shipping & Delivery
Do you ship worldwide?
Yes—Radientia offers free shipping in the UK and worldwide.
How long will my order take to arrive?
Handling time (UK): 1–2 business days (Mon–Fri)
• Transit time (UK): 2–10 business days (Mon–Fri)
• Daily cut‑off: 12:00 AM (orders after are processed the following day)
We’ll email you tracking once shipped. International delivery times vary by destination.
How do I track my order?
Use our Track Order page and/or the tracking link we email when your order ships. If you don’t receive tracking after 7 business days, email info@radientia.com for help.
Can you deliver to PO Boxes?
Some carriers don’t deliver to PO Boxes; if in doubt, please provide a physical address.
What if my parcel is delayed, lost, or arrives damaged?
Please contact us promptly with your order number. We’ll investigate with the carrier and arrange a solution.
Returns, Exchanges & Refunds
Below are some common questions about Returns, Exchanges & Refunds
What is your return window?
We offer 30‑day easy, free returns. Items must be unused, in original condition and packaging.
Do you provide a prepaid return label?
Yes—we’ll send you a prepaid label after you contact support to initiate a return.
How long do refunds take?
After we receive and inspect your return, refunds are processed; it may take up to 14 business days to appear on your original payment method (your bank may vary).
Can I exchange an item?
Yes—get in touch and we’ll guide you through the best option.
Are any items non‑returnable?
Certain items may be non‑returnable for hygiene/safety reasons; these will be marked on the product page.
Products & Technical
Below are some common questions about Products & Technical
Are bulbs included?
It depends on the product—check the product page details. If unclear, message us and we’ll confirm.
Are your fixtures dimmable?
Many are dimmable when used with compatible dimmer switches and dimmable bulbs/LED drivers. Check each product page or ask us.
Which voltage/plug type do your lights use?
Most hardwired fixtures can be installed by a qualified electrician to local standards. For plug‑in lights, check the product page for plug type; adapters may be required outside the UK.
Are your lights suitable for bathrooms or outdoors?
Only products with an appropriate IP rating are suitable. If a product is not explicitly rated, assume indoor dry‑location use only.
How do I install hardwired fixtures?
We strongly recommend professional installation by a qualified electrician. Mounting hardware is typically included unless noted otherwise.
What color temperature and lumens should I choose?
Warm white (~2700–3000K) creates cozy ambience; neutral white (~3500–4000K) suits kitchens/workspaces. Check the product specs on each page.
Do you sell replacement parts or shades?
For spare parts, shades, or canopy kits, contact support—availability varies by model.
Orders & Accounts
Below are some common questions about Orders & Accounts
Do I need an account to order?
No—checkout as a guest or create an account for faster future checkout and order history.
I didn’t receive my order confirmation email. What should I do?
Check spam and then email info@radientia.com with the subject “Order Confirmation Not Received.”
Can I add a gift note or special instruction?
Yes—add an order note in your cart before checkout (there’s an “Order Note” area).
Privacy & Security
Below are some common questions about Privacy & Security
How do you use my personal data?
We collect device and order information to fulfill orders, improve our site, and prevent fraud; we may use Shopify to process orders and Google Analytics to understand site usage. EU/UK residents have rights to access, correct, or delete their data. See our Privacy Policy.
Do you honor “Do Not Track”?
We do not alter data‑collection practices when we see a DNT signal.
Business & Contact
Below are some common questions about Business & Contact
How do I contact you?
Email info@radientia.com or call +44 7404 887094 during business hours (Mon–Fri 08:00–17:00). Address: 2 Frederick St, London WC1X 0ND, United Kingdom.
Do you offer bulk or trade discounts?
If you’re a designer, contractor, or business buyer, email us with your project details and we’ll advise on availability and timelines.