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Frequently Asked Questions

Customer Account

Creating an account on our website is quick and easy to do. Simply enter your name, email and create a password. Once you submit this you will be able to check out online faster; access your order history; see your recently viewed products as well as view tracking information for your purchases.

At LED Lightbox we want to keep your details as safe as possible and checking that it's really you is one of the ways we're able to keep your data  safe. We offer Two-factor authentication on your account which you can turn on and off in your account. We highly recommend you turn this on. Once you have done this you will be asked to enter a 6 digit passcode (OTP) that we will send to your mobile device which allows you to login.

If you update your browser (or switch to a different browser) you may be required to enter a one time passcode again.

If you already have an account on LED Lightbox and maybe checked out as a guest then your order will not be associated with your user account. If this happens you can simply drop our Customer Service team an email using [email protected] with as much information as possible including the order number and your email address and we will look into getting this updated. You can also call our Customer Service team on 01733 971800.

Artwork

Get Your Artwork Checked By Humans

Once you have paid for your order you can send your artwork to us and our in-house graphics team will manually check your artwork for any issues that may affect the final print quality. You can do this in two different ways:

  • Manual Proofing - Upload multiple artwork files online with a max limit of 80 MB per file.
  • Use WeTransfer - Send your artwork to us via WeTransfer. This option is better for sending large artwork files.

Don't worry, we can match your artwork to your order if you use either of the above options.

Automated Proofing

Once you have paid for your order you can launch our Automated Proofing Studio. This system allows you to upload artwork for each item in your order. The automated system will check your files to make sure they are print-ready. If everything is OK with your artwork, you can send it directly to print. Artwork will not be checked by our graphic design team.

The automated proofing studio allows you to independently upload artwork files for each item in your order. During the proofing process, your artwork will run through sophisticated software that checks your artwork for resolution, CMYK colour profile and artwork size to make sure that it is print-ready. 

If there are any issues with your designs, the system will provide warnings and suggestions for improvement. If your artwork is approved, you can send it directly to print. It will then slot into the print queue once your corresponding order has been processed.

If you upload your artwork for our team to check, then yes, you will be sent a design proof. We will never send your artwork to print until you have confirmed you are happy. At this stage, we will notify you of any issues we find with your artwork and allow you time to correct them. Once you are happy with the final proof, we can send your order to print.

If you are using our automated proofing studio then you will see a visual proof during this process. We will not send you a design proof manually.

Our in-house design team will check your artwork files if you send them using either of these methods:

  • Upload your artwork files online after you've paid for your order (manual proofing)
  • Send your artwork files via WeTransfer

If you take advantage of the automated proofing studio, then the software will check your artwork and tell you if it is print-ready or not. You are responsible for sending to print, or amending artwork if needed.

The automated proofing studio is only available for single, free-standing light boxes. It is not available for lightbox kits that include multiple lightboxes as it requires multiple artworks for each lightbox. To keep things simple for our customers, we will always manually proof these in-house. Please upload your artwork with your order or send it via WeTransfer.

If you have purchased our custom design service then you do not need to upload artwork online. Instead, your dedicated graphic designer will contact you directly to talk you through the next steps. 

Yes, no problem. You can send your artwork files at a later date if you do not have them at the time of ordering. We will send you an email confirmation after your order has been completed with 'upload instructions' and a link to where you can upload your files.

Shipping & Delivery

Yes, we use delivery couriers for our items and they will require a signature at the point of delivery. If no one is available to sign for your order; however, you would like it to be left in a safe place, please leave a note on your door advising the driver of this location with a date, signature and printed name and they will take this as proof of delivery. If you choose to have the goods left in a safe place, this is done at your own risk.

We have an online tracking facility which enables you to track the progress of your order. All you need is your unique tracking number which you will find on your order dispatch email. To track your order simply enter this number into our tracking tool to check the progress. You can find this on our order tracking page

If you have any questions about your order; you can call our customer service team on 01733 971800.

When the driver is on the premises delivering your order, please check the goods for any visual signs of damage. Should there be any damage to the external box please sign for the goods as damaged on the courier’s handheld system. We do ask that all orders are checked within 24 hours of receiving them to ensure that they are as expected and are not damaged.

Online we only offer shipping to mainland United Kingdom. However we are able to ship products all over the world. Please contact our sales team on 01733 971800 and we can get your shipping address and get the best possible price.

We calculate shipping costs at the checkout stage once you have added your shipping address. We are unable to provide a shipping cost before this stage as geographical locations will have an impact on the shipping charge. Simply add your LED Ligtbox to the basket and move through the checkout process to find out your shipping cost. 

Please check the individual product pages for specific delivery information. If you need an urgent delivery, please contact our team on 01733 971800 and we can provide an express lead time. Please note, this may incur additional charges.

Once your order has been processed our customer service team will provide a dispatch date via email so that you know when your order will be leaving us. The majority of our deliveries are delivered on the next working day. Give our customer service team a call on 01733 971800 if you have any questions regarding the shipping of your order.

All standard orders are delivered Monday to Friday. In some cases where you require your items urgently, we can arrange a Saturday delivery. However, this is not a standard delivery service and will incur an additional delivery charge. Please contact our sales team on 01733 971800 to see if a Saturday delivery is an option for your order.

If you are not going to be in on the scheduled day of delivery, please contact us on 01733 971800 and we will endeavour to change this for you. Alternatively, the courier will attempt the delivery and if this is not successful, they will attempt to re-deliver the following day.

Payment

We accept Mastercard, Visa, Visa Debit, Visa Electron and American Express. Alternatively, you can pay via BACS transfer or PayPal. If you are a school, university or any government funded organisation, please send through your purchase order and we will provide a proforma invoice.

If you are a school, college, university or government organisation and you wish to place your order with an official purchase order you can upload your order and we will provide a proforma invoice with payment instructions.

If you wish to receive a proforma invoice, then please send your purchase order to [email protected] and we will create an invoice for you. You can then choose to pay via credit/debit card, BACS or PayPal.

We work hard to keep our prices competitive and will always look to provide a discount where possible, please call 01733 971800 or contact us for a quote.

Products

Yes absolutely. Take a look at our Lightbox Exhibition Stand Portfolio for large and small exhibition stand ideas. We showcase our bestselling LED Lightboxes with real customer artwork. Printed and manufactured in-house at our print facility.

Yes, you can steam/iron printed lightbox graphics on a low-heat setting only. Fabric lightbox graphics are manufactured from a tensioned polyester fabric which naturally has a stretchy elasticity. Once installed on the lightbox frame, the tension in the fabric stretches out and removes most creases. If visible creases are remaining, you can lightly steam the graphics or iron on reverse on a low heat setting.

Yes, all lightboxes (except for PIZAZZ® Rechargeable Battery Powered LED Lightbox Display) require mains power to be used.

850mm and 1000mm (W) Lightboxes:
Includes 1x power cable with 240/110v transformer and a UK 3-pin plug. Each lightbox requires 90 watts to operate. 

2000mm (W) Lightboxes:
Includes 2x power cable with 240/110v transformer and a UK 3-pin plug. If used on a 240v electrical system (in the UK) then the 2m (W) lightbox can operate a full power using just one power cable and transformer. It requires a minimum of 90 watts (1x cable/transformer) or 180 watts if using both power cables. 

3000mm (W) Lightboxes:
Includes 2x power cable with 240/110v transformer and a UK 3-pin plug. Each lightbox requires 270 watts to operate.

Lightboxes should be laid flat when installing the graphic panels. If installed when the lightbox is standing up, the weight of the graphic pulls down which can mean you gather excess fabric at the bottom. This results in a saggy finish. We recommend lying all lightboxes down and inserting all four corners of the graphic first before sliding the remaining graphic into the frame channels. 

If your FABRILUX® 3m (W) Lightbox is flashing, it may be because the power cables are not correctly installed. Please check that both power cables are connected as per the instructions. If the flashing persists, please contact our customer service team on 01733 971800.

Each product will have a varied lead time, please refer to the delivery section on each product page for information on that specific product. LED Lightboxes with printed artwork and graphic design services are subject to longer lead times. If you need it sooner, please call our sales team on 01733 971800 to arrange a faster delivery.

Our sales team are fully trained so they can offer the Lightbox Display that is the best fit for your needs. Simply call our team on 01733 971800 and tell them what your requirement is, and they will do the rest. Alternatively, you can read our Buyers Guide for help choosing the right LED Lightbox for your business.

Yes, you can machine wash custom printed lighbox graphics on a low setting (30°). If a machine wash is not needed, but you wish to remove dirt/marks, you can use warm soapy water and a soft sponge. Dab only, do not scrub. We do recommend using gloves when handling lightbox graphics to avoid leaving marks on the artwork.

An unprinted black back graphic is supplied for the reverse of all single-sided lightboxes. The light block graphic features a black side and a white side to the panel. The white side faces inwards to diffuse the lighting better illuminating the front of your LED lightbox, whilst the black side faces outwards concealing the rear and stopping any light from escaping. This results in a brighter illumination of your branding. 

Double sided graphics will include two printed panels - one for the front and back. 

All our LED Lightboxes are backed by a 2-year warranty against manufacturing defects. If you are not completely happy with the products that you have please contact us. We will work with you to rectify the issue and ensure you are 100% happy with the result. For more warranty information please contact our customer service team or call us on 01733 971800.

If your LED Lightbox order arrives damaged or is incorrect, please contact us on 01733 971800 and we will be happy to assist you. We will ask you to email pictures of the damage, so we can investigate it with our couriers. Please notify your delivery driver immediately if you notice any signs of damage on the box at the time of delivery.

If you are missing any parts upon assembly we ask that you first check the packaging thoroughly to ensure they are not hidden within the packaging that you have thrown away. If you are sure that the parts are not present, please give our customer service team a call on 01733 971800. We will work with you to identify the missing parts and get them sent out to you as soon as possible.

We are extremely competitive with our pricing and we manufacture our core products in-house which enables us to pass savings on to our customers. Our price match promise covers our complete range of products. If you find a genuine like for like product from another supplier, please call us on 01733 971800 and we will match or beat the price.

Miscellaneous

Please visit our Terms & Conditions page for a full breakdown of our cancellations and return policies.

At LED Lightbox we take security very seriously. We want you to feel completely at ease when ordering online with us. We know that security is a major concern to some of our customers and therefore we have systems in place to protect your data.

We do not store or have access to your credit card information when you pay online at LED Lightbox. Our secure sockets layer (SSL) encryption uses 128-bit encryption.

As soon as you visit LED Lightbox your browser will go into secure mode as soon as you visit and browse our website. This means any data you send us is fully encrypted and protected. You can always check that you are shopping in a secure environment by looking for locked padlock in your browser.

THE UK'S NUMBER ONE LIGHTBOX SUPPLIER - Trusted by more than 136,000 businesses.