essentials

Returns Policy

If you have any questions regarding our refunds and returns policy all the information can be found below.

Spark & Bell is an entirely made-to-order workshop, which means each piece begins when you place your order, made to your specifications with every hope that it fits perfectly in your space.

If something isn’t quite right, you can return or exchange your items within 30 days of receiving your order, as we would rather you love your lights than ever settle for good enough.

Please note that a few things do work differently. Outlet pieces and bespoke commissions are handled separately, and made-to-measure lights, including certain pendants, carry a restocking fee, as they cannot be readily resold.

The full policy below sets out the exclusions, processes and the questions we are asked most often. Please review before you purchase. And if you ever have any questions, please contact us directly.

  1. Get in touch by email, live chat or our contact form to request your return. Include your order number, the items you would like to return or exchange, and the reason.

  2. We will review your request and confirm eligibility by email.

  3. Once confirmed, package your items securely, including a reference to your order, and send them back to our workshop address below.

    Spark & Bell
    Ground Floor, Victoria House
    Vale Road, Portslade
    BN41 1GG
    United Kingdom

    Please note that items must reach us in their original, like-new condition, to be eligible for refund or exchange. So please pack them with care.

  4. Upon receipt, we will process your return within three working days.  Refunds are returned to your original payment method and may take several working days to appear, depending on your bank or card provider.  

Most of our lights can be returned or exchanged within 30 days of receiving your order. To be eligible, get in touch within those 30 days to request your return, and send the items back to us unused and in its original, like-new condition.

A few items work differently from this standard policy. Bespoke commissions, outlet pieces, made-to-measure pendants and gift cards each have their own terms, set out in the sections below.

Sale items are returned in the same way as any other order. Refunds on sale items are made at the price you paid, after any discount applied at checkout.

Once we have received and checked your returned item, we will confirm your refund by email and process it within three working days. Refunds are made to your original payment method, unless we have agreed otherwise with you.

After we have processed it, a refund can take several working days to appear in your account, depending on your bank or card provider.

If your refund hasn't arrived

If your refund is taking longer than expected, it is worth checking a few things before you get in touch. Your bank or card provider often needs a little processing time before a refund shows, so check your account first, then with them directly. If you have done that and it still hasn't appeared, contact us at contact@sparkandbell.com and we will look into it with you.

If an item can be returned, it can also be exchanged, within the same 30 days and on the same terms.

How an exchange works depends on the piece. Some lights have shades or components we can swap individually. Others will require a remake to your specifications.

Please get in touch to talk through an exchange. Tell us what you would like to change and we will work out the simplest solution with you. 

Depending on the item and the change, additional charges, partial refunds or shipping charges may apply. We will confirm the options and any cost with you before anything is made. 

Items that incur a restocking fee are clearly indicated with a notification near the 'add to cart' button on each product page.

Some of our lights are made to a drop length you choose, so the piece hangs exactly right for your ceiling. Because that measurement is set for your space, the light is made for you specifically and cannot readily be offered to anyone else.

As the piece was cut and assembled to your dimensions, that work is done and cannot be reclaimed. For this reason, returning a made-to-measure light carries a fee of 20% of the price of the item.

You are welcome to return a made-to-measure light within the usual 30 days, and the fee reflects the made-to-order nature of the piece, not a charge for changing your mind.

If you are unsure of your drop length before ordering, please talk to us first. We would always rather help you get the measurement right than process a remake or return.

Bespoke commissions

A bespoke commission is designed with you and made to your own specification, produced only once the detail is agreed. Because each piece is created for one space and could not be remade as anything else, bespoke commissions cannot be returned or exchanged. That is the nature of work made to your brief rather than chosen from a range.

If a bespoke piece ever arrives faulty, it is covered in the same way as any other light within our warranty policy. 

Outlet items

Outlet pieces are sold at a reduced price with their condition described openly, whether that is a mark, a cosmetic flaw, or minor wear from display. As a result, outlet items are not returnable.

Gift cards

Gift cards are non-refundable and cannot be returned or exchanged.

Return postage is arranged and paid by the customer, unless an item is faulty or was supplied in error, in which case we cover the cost of return. We recommend a tracked service, as we can only begin a return once it reaches our workshop.

EU Orders 

We ship EU orders with all duties and taxes paid upfront, so there are no surprise charges on delivery. If an item is returned, we are unable to refund import VAT, duties, or customs fees, as these are paid directly to the authorities and cannot be recovered.

International Returns

If you are returning an item from outside the UK, mark the parcel and its customs declaration (form CN22 or CN23) clearly as a return of goods originally sent from the UK, with an accurate description and value, and include a copy of your original order. Declared this way, there should be no duty or import VAT to pay when it arrives back with us.

If a return is not declared as returned goods and charges are raised on re-entry, we have to pay them to release the parcel, and will deduct that amount from your refund.

Occasionally orders may be damaged in transit or have items missing . In these cases we will always put things right.

We ask that you please thoroughly check your order over when it arrives. If anything is missing or has been damaged in transit, tell us as soon as you can, ideally within 14 days, and send photos of any damage to contact@sparkandbell.com. 

That lets us make it right quickly, and raise it with our courier while the delivery is recent. The sooner we see it, the sooner we can make it right.

Any manufacturing defects or faults outside of accidental damage will fall under our Lifetime Warranty and Right to Repair, so a genuine fault is always something we will put right for the working life of the piece.