Frequently Asked Questions

About the Account

I've forgotten my password

To reset your password click here. If you still have problems email our team at

How do I change my email settings?

You can unsubscribe from our emails by clicking the unsubscribe link at the bottom of our emails.

How do I change my account setting?

To change your account settings or personal details, you can log in to your account and visit your account settings page at any time.

Will I get spammed by email?

To ensure that our customers are kept up to date and don't miss out on the latest products, we send a maximum of three emails per week. We never share our data with third parties and your data is kept secure. For more information visit our Privacy Policy page.

About the Shop

Do you offer price matching?

We check our prices regularly against other retailers to ensure that they are highly competitive. However, if you see an identical item cheaper on another site, please let us know and we’ll be happy to match that price for you.

How do I know that the products you sell are authentic?

As an authorized online distributor for all of the designers we feature, we guarantee that every item we sell is 100% authentic.

Can I cancel or change my order once it is placed?

Yes, you have the right to cancel your order with us, provided you give us written notice up until seven working days from the day after you received your order. You are entitled to cancel your order prior to dispatch and we also offer a 30-day returns policy. You can do so by emailing us at Please refer to our Returns Policy for further information.

Please note, any goods made to a customer's own specifications, made to measure or personalized items are produced only upon request and confirmation of the order. Cancellations for made-to-order items will need to be made within 7 days from the date your order was placed, or in accordance with your rights under the Distance Selling Regulations.

About the Payment

Which payment methods do you accept?

We accept PayPal and Credit Card.

Is shopping on secure?

Shopping with alightup is 100% secure and your information will never be shared with any third parties.

When will I be charged?

Your card will be charged once you have completed your order. This may take a few days as per standard banking processes.

Do prices include VAT?

All prices quoted on our website are inclusive of USA sales tax (VAT) at the current rate.

How much is USA mainland shipping?

We are happy to offer Free Shipping.

How will I know when my order has shipped?

Once an order has been shipped you will be notified by email. In certain cases, some orders will be shipped partially which will be made clear in your shipping email. For larger orders that require white glove delivery, we will contact you to organize a suitable delivery time.

Part of my order is missing?

At times we don't send out a complete order since different items purchased may arrive at our warehouse at different times. Please check your delivery note to see if any of your items will be arriving separately. If the delivery note says an item should be in your parcel but it isn't, please contact Us.

What if I have received an incorrect item?

If you have received an incorrect item in your order, please contact our Customer Service team and we will organize a free collection service to pick the item up from you. Wherever possible, we will endeavor to organize a replacement item for you.