FAQ

Every pendant leaving our studio is tested to BS EN 60598-1:2015 and comes with a complimentary LED light bulb. If you are having issues with flickering or the bulb is just not working then please see below. Please ask your electrician to contact us on +44 (0) 1992 677 292 at the time of installation for any queries

It is often that the bulbs are not screwed in tight enough and so not making contact with the live tab inside the lamp holder. Rarely, the live tab might have got squashed when inserting the bulb (if so this needs to be pulled out by 1mm) or the bulbs needs to be twisted tighter into the lamp holder. If this is the case we can email over detailed instructions. *Please ensure all power to the circuit is switched off before commencing any work*

The other issue could be that your dimming system is not suitable for LED filament bulbs. These bulbs are 220-240v mains Tronic dimmable (only 4-6.5 Watts) and so need a low voltage dimmer. We recommend the Varilight V-Pro LED Dimmer Series. Please check with your electrician when installing to ensure correct functionality.

A complimentary LED light bulb is included with each purchase for UK/EU orders, we do not supply bulbs for UL Lighting (USA & Canada).

Please note: the Rothschild & Bickers warranty does not apply to light bulbs that are included in your pendant and are provided as a courtesy. These products are not manufactured by Rothschild & Bickers and do not come under our warranty. Replacement bulbs are available from our shop.

LED bulbs last 20,000 hours or about 2 years. To make your bulb last longer, we recommend using a dimmer. The below factors will determine the lifespan that will actually be achieved:

• The number of times the LED is switched on and off.
• The number of operating hours per day / week / year.
• The luminaire and the environment in which the LED is being mounted.
• The quality of the electronic components on the circuit i.e dimmer.

At Rothschild & Bickers we take utmost care and attention to ensure the quality of our products. To this end we are accredited by the Lighting Industry Association under their quality assurance scheme. This means we are annually externally audited to identify that our products meet the highest up to date safety standards. Further more to this, we have our products type tested to ensure conformity and during the assembly each and everyone of our lights is rigorously tested before being dispatched.

All products are tested to BS EN 60598-1:2020 and are CE marked. We also audit all of our suppliers and check they hold relevant documentation verified by independent test laboratories if needs be.

Please find our current manufacturers Declaration of Conformity here.

A ceiling rose or sconce is a round metal plate that covers the electrical point or junction (connector) box in the ceiling when hanging a single pendant. Our standard Petite Rose is the smallest (72mm D) style possible and requires a ceiling void to hide the enclosed junction box. All our other Ceiling Rose Collection styles ( varies between 78-100mm D) have enough space behind them to hide the electrical connectors within the rose and can be used on any ceiling.

All UL orders for the US are supplied as standard with larger a 120mm (4.72 inch) ceiling canopy to fit over a connector box which is not supplied.

We have a collection of Clusters using our standard range of pendants. These are based on our most popular combinations but it is possible to customise the finishes or to design your own using our custom quote form. These Clusters are wired onto our standard 3/5 drop Ceiling Plates which only require a single electrical point for installation. If you hoping to hang a larger cluster of pendants then we offer a number of more Bespoke Solutions. Please contact our team if you have any queries regarding drop heights and flex lengths, we are happy to help:

Studio: +44 (0)1992 677 292

Showroom: +44 (0) 20 7359 5817

info@rothschildbickers.com or islington@rothschildbickers.com

If you hanging more than 5 pendants then you will need to use one of our more Bespoke Solutions. We offer a range of options depending on the Space you are designing and the different requirements such as a pitched roof or stairwell. Our team can talk through your project and help you design the cluster using 3D sketches to look at drop height considerations and maintenance. Please get in touch with us:

Studio: +44 (0)1992 677 292

Showroom: +44 (0) 20 7359 5817

info@rothschildbickers.com or islington@rothschildbickers.com

If you do not like the flex colour selected on the Pendant or Cluster you want to buy then click on the "Want more colours? Complete our quote form" link found just under the add to cart button on the product page. This will open up our custom quote form where you can contact us and design your own combination.

All our pendants are supplied with a 1.5M flex and our Clusters are supplied with a 2M flex per pendant which can be cut to length on site by your electrician. When placing an order with us for a pendant or cluster, it is possible to select a longer flex length from the drop down menu. There is an additional charge per metre. If you are unsure about the flex length you need please contact us for advice on info@rothschildbickers.com or +44 (0) 1992 677 292.

Yes, you can wire our standard Pendants onto a track fitting but it needs to be compatible with 240V mains electric, we recommend using the following system from SLV Lighting Direct

Track can be either surface mounted or suspended on wire and is available in 1 or 2 metre lengths, but this can be cut to size or joined to make longer runs. They require a mains feed from one end of the installation. Available in Silver, Black or White. We can supply you with a full list of components that you will need to order and If your contractors or electricians have any queries please call us on +44 (0) 1992 677 292 or email on info@rothschildbickers.com

We have selected our most popular colours and finishes for all Pendants, Clusters and Wall Lights in our shop. However, if you would prefer to choose your own then there is a custom quote form on each product page where you can contact us with your own selection of glass, flex and metal finish. You can scroll down to this form on the bottom of the page or you can go directly there by clicking the link 'Want more options? Complete our custom form' found under the Add to Cart button. There is no additional charge and we will be in touch to organise payment and shipping. If you have any queries or problems using this form then please get in touch with us directly:

Studio: +44 (0)1992 677 292

Showroom: +44 (0) 20 7359 5817

info@rothschildbickers.com or islington@rothschildbickers.com

All our products are shipped with full installation instructions that are designed to be as simple as possible, but we strongly recommend that you work with a certified electrician to ensure proper safety and warranty certification.

If you have lost your installation instructions for any of our products please email us on info@rothschildbickers.com and we can email you a copy. We are also available on +44 (0) 1992 677 292 if you need to call us with any queries or have any issues you want to discuss.

Yes, pendants can be installed on beams and sloped ceilings.

If attaching to a solid beam then we recommend using a ceiling canopy with enough space behind to house the wiring (All our standard roses except - the Petite Rose).

If you want to hang a group of pendants onto a narrow single beam then we would suggest using one of our Suspension Rings or a Chandelier.

You can hang a Cluster using our multi drop 3/5 Plates and Larger multi drop Bespoke plates on a sloped ceiling, there are just some considerations with spacing to take into account. If you let us know your angle then we can help with the design.

Please get in touch with our team and we can talk through your requirements on +44 (0) 1992 677 292 or email on info@rothschildbickers.com

We recommend hanging no lower than 70cm from the table or counter top to the bottom of the pendant. Obviously this is totally dependent on the heights of the people standing or sitting in the space. We suggest a simple solution of hanging up balloons on a string in place of the pendants, this will allow you to check all viewpoints and make sure the lights are not in the way and have the correct spacing. All pendants can be cut to length by your electrician, please make sure you are happy with the drop heights before adjusting.

Alternatively if you have the dimensions (ceiling height or measurements of counter/table) of your space then we draw up a 3D image to check flex lengths. Please email us on info@rothschildbickers.com or call us on +44 (0) 1992 677 292 for advice.

Our lights are not IP rated, we do not recommend using them over a cooker hob. Cooking is messy and often results in lots of heat, grease and food splatters. your beautiful pendant can quickly become caked in all of that cooking debris, making it look dirty and old. The heat can damage some components of the pendant fixture.

We also recommend that you comply with all building codes when near any water sources such as a sink (at least 60 cm distance away from pendant).

Unfortunately none of our pendants are IP rated.

The guidance we get from the Lighting Industry Association (the industry body who carries out our quality assurance audits) is that our lights are effectively IP20. When used in a bathroom situation, they can be installed next to a basin as long as they are over 60cm from the water source.

It will depend on the installation area individual specification (e.g. multi directional hose tap) It will be best to check with the electrician who will install the work on site. We have certainly had plenty of other clients hang them in this situation in a kitchen.

We do not advise using any lights in the bathroom if it is not extremely well ventilated, steam will be able to penetrate the fixings and can cause problems.

All our products have a specification sheet which is available to download on each product page in our shop. You can scroll down the page or click 'Tech.Spec' on the right hand side of the page to go directly to the link. This PDF shows all the product specifications, available finish options and what is included in your order.

All our products are delivered with a full installation instructions but if you have mislaid them or need a new copy please email us at info@rothschildbickers.com or call us on +44 (0) 1992 677 292.

All of our Pendants are supplied with 1.5M as standard and Clusters are supplied with a 2M flex length on each pendant that can be trimmed to height. If you think that you will need more flex for a single pendant then mocking up with string and a balloon ‘in-situ’ and measuring is a good way of determining the right length needed. This can be more complex when working out Clusters but if you are having difficulty because of access (e.g. for a stairwell) then please get in touch with us by email on info@rothschildbickers.com and we can create your design using a 3D model and determine the heights from our drawing.

As all of our pendants are completely hand blown and during the making we might get slight variations in the intended shape or blemishes (such as small scratches, ash marks, small bubbles, cord or lines) in the glass that means the shade is a ‘second’. There is nothing structurally or electrically wrong with the lights and each piece has been tested as usual to BS EN 60598-1:2015. It might just be that we made ‘one too many’ for an order and we have the pieces as overstock.

All efforts have been made to accurately photograph the finishes and colors of products. Slight variances can sometimes occur between the picture, the product and your computer screen. Please also note that each item is handblown and slight variations may occur. If you are unsure of the color you see online, please order colour samples online for free here.

You can either order through our our shop on this website or in person at our Islington showroom in London.

We are also happy to give assistance and take orders for all products, customised or more bespoke projects over the phone:

Studio: +44 (0)1992 677 292

Showroom: +44 (0) 20 7359 5817

info@rothschildbickers.com or islington@rothschildbickers.com

All our standard Pendants, Clusters and Wall Lights are made to order. Lead times usually range from 4-8 weeks for orders placed with us, this is dependent on the style, current stock, order quantities and glass colours. All lead times are shown on the product page when purchasing online or you can contact our team for queries:

Studio: +44 (0)1992 677 292

Showroom: +44 (0) 20 7359 5817

info@rothschildbickers.com or islington@rothschildbickers.com

All our Accessories are usually in stock and lead times vary from 1-3 days depending on availability.

Lead times on larger quantity orders and Bespoke solutions may differ and will be stated on any quotations. These quotes are based on the date of inquiry and are subject to change.

Lead times begin on receipt of payment for all orders and do not include shipping times.

When using our shop to purchase products you will follow the instructions and enter your details for payment. There are options to pay with Visa, Mastercard, Maestro, Google Pay, Apple Pay and PayPal.

European and US orders can be paid for in your local currency. Our webshop will automatically convert the currency for you.

All orders through our showroom can be paid in person via Zettle card payment.

For custom orders or more bespoke projects we can take payment over the phone or you can make a bank transfer to the details on our invoice or use payment link.

We use the following couriers for our shipments:

DPD Local for all UK deliveries

DHL for all European, US and Worldwide deliveries.

If you need an update on the delivery progress of your order, your email dispatch confirmation (which is sent when your order leaves our premises) will include a link to the transit company's website. They will be in touch with tracking details and delivery times.

If you are having any problems locating your order please contact us directly on info@rothschildbickers.com or call us on +44 (0) 1992 677 292 and our team can assist.

We have an excellent shipping track record, but in case of breakages, damage or loss during transit, all orders are insured by us and we will be happy to replace your order in full if the damage is reported within 5 business days of receipt. Please notify us immediately at info@rothschildbickers.com with your order number, tracking number and any other details so we can file a claim, an image is very useful.

If you receive faulty goods then we will offer a full refund including all shipping fees, see below for details:

Faulty goods

Your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’), require products to:

Be as described.

Be fit for purpose.

Be of satisfactory quality.

Match any sample that you have seen or examined prior to placing the Order.

If a product does not comply with any of the requirements above, you will benefit from:

The right to reject the product any time within 30 days of delivery of the product to you or your representative (or collection of product by you from our premises, as the case may be).

The right to request a full or part replacement of all products within their warranty, from delivery of the products to you or your representative (or collection of product by you from our premises, as the case may be).

If the products cannot be replaced within this time, you will likely be entitled to a full or part refund for the products.

The warranties given above will not apply to defects that are due to fair wear and tear, accidental damage or failure by the customer or any third party to adhere to the company’s instructions or written recommendations.

Any modifications made to the product by the customer will void the warranty.

We will not be liable for any direct or indirect loss of profits or any other financial loss or damage arising out of defective, damaged, or wrongly delivered goods, over and above the value of the goods themselves.

Please view our full Returns Policy and Terms & Conditions for more information.

Since the majority of our products are made-to-order, customised, or bespoke, we generally are not a “return friendly” company unless they are not of satisfactory quality, not fit for purpose, or do not match any sample that you have seen or examined prior to purchasing such products from us. If this is the case we will offer a full refund including all shipping fees. However we do understand that things can happen out of your control and if approved, we will offer a refund on unused merchandise,minus a 25% restocking fee, excluding any shipping and handling costs. We are unable to accept returns on custom modifications, such as custom colors, wired ceiling plates, or on any special order item (any item or style not listed on our website).

We are happy to accept returns on all stock accessory products. Please note that domestic and International customers are responsible for the cost of shipping, duties, customs fees, and taxes on returned or exchanged accessories to Rothschild & Bickers Ltd. You must notify us if you wish to cancel your order or return any items within 14 days of receiving your order, and return such items within a further 14 days of this notification.

For more information please see our full Returns Policy which explains how to request a return and details on returns standards, timescales, refunds and issues arising from damaged or faulty items. If you require any further information not covered here, please do not hesitate to contact us at info@rothschildbickers.com or on +44 (0) 1992 677 292

To request a return please email us at info@rothschildbickers.com or call us on (0044) 01992 677292, be sure to include or have on hand a description of the items you would like to return, the original order number and the reason for return.

Before completing the return, please make sure that your items meet the standards indicated under ‘Condition’ in our Returns Policy.

For UK returns we will arrange for items to be collected via DPD. To arrange a collection at your convenience please email info@rothschildbickers.com specifying your pick up address, telephone number, preferred date and your collection will be booked for you. You will receive an email from DPD confirming the pick-up details.

We advise that all items returned be sent using our returns service with DPD. Should you choose to return an item to us via any other provider or a different DPD account, Rothschild & Bickers will not be liable for any loss, damage or theft and any costs incurred will not be reimbursed.

For International orders we recommend you insure the return shipment, as you will be liable for any damage to the goods until we receive them. We also recommend that you use a secure, trackable shipper and retain proof of sending and any associated costs.

All returns should be sent to the address below:

Rothschild & Bickers Ltd.

Unit 7 Great Northern Works

Hartham Lane

Hertford

Hertfordshire

SG141QN

United Kingdom

You will receive an email confirmation once your return has been processed successfully.

If you require any further information not covered here, please do not hesitate to contact us at info@rothschildbickers.com or call our team on +44 (0) 1992 677 292.

At Rothschild & Bickers, we know every product that we produce to be of the utmost quality and craftsmanship. This is why we are happy to provide a ONE YEAR warranty that assures all products to be free of defects in material and workmanship starting from the purchase date.

The warranty does not apply to:

Any defect resulting from a failure to follow Rothschild & Bickers instructions or competent practice (including applicable local electrical safety standards and wiring regulations) in relation to storage, assembly, installation, maintenance or use.

Any defect resulting from: excessive wear and tear, neglect, carelessness, accidental damage or similar.

Any defect resulting from alteration, modification or attempted repair not authorised by Rothschild & Bickers.

Any defect resulting from exposure to abnormal environmental conditions, including: excessive heat or humidity, exposure to salt laden air, pressure washing or mechanical cleaning, improper exposure to cleaning products or other chemicals and solvents, etc.

Goods which have damaged or removed serial numbers or identification labelling.

Light bulbs that are included in your pendant and are provided as a courtesy. These products are not manufactured by Rothschild & Bickers and are supplied with all lamp purchases solely as an accommodation.

Customers wishing to make a warranty claim should notify Rothschild & Bickers within seven days of the discovery of the defect. If Rothschild & Bickers is notified of a claim by a Customer:

The Customer shall allow Rothschild & Bickers reasonable opportunity to inspect and test the goods in situ under normal operating conditions

Where Rothschild & Bickers requests that any goods be removed and returned, the Customer shall be liable for the costs of removing the goods and the cost of returning of the goods.

Where Rothschild & Bickers, having inspected the goods in situ or having had them returned, decides at its sole discretion that the warranty claim is valid.

Rothschild & Bickers will at its sole discretion and without charge: repair the defective goods or provide replacement goods.

Refund the Customer the reasonable costs of the return carriage of the goods and bear the costs of carriage to the Customer of the repaired or replacement goods.

Rothschild & Bickers shall not be liable for the costs of installing repaired or replacement goods.

Rothschild & Bickers shall not be liable for any other costs, including but not limited to costs caused by the removal or installation; loss of profits; loss of business, reputation or goodwill; and special, indirect or consequential loss or damage.

Where the goods are repaired or replaced, the repaired or replaced goods shall as far as reasonably possible match the specification of the original goods.

Warranty is valid only with the order number and matching email address. The purchase of any Rothschild & Bickers product via a third party vendor (e.g. eBay, Amazon) will not under any circumstance be covered by our warranty policy.

To make a warranty claim, or if your shipment arrived damaged or defective, please email us on info@rothschildbickers.com with your order number and a photo of the issue or call us for assistance on +44 (01) 992 677 292.

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