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This section provides practical information to help customers with general enquiries, including working hours, delivery and collection schedules, returns, warranty procedures, and contact details. Designed to offer quick access to essential service-related updates and policies for both trade and retail customers.
Click & Collect (Order Collection) Policy – Please Read Before Ordering
Click & Collect – Important Information Hi-Line Lighting offers Click & Collect from our single collection point: Big Yellow Storage, 163 London Road, Kingston upon Thames, KT2 6NU Free customer parking is available on-site. All collection orders must be placed online in advance. Orders are prepared manually by our warehouse team and must be picked, checked, packed, and transferred to the reception area, so collection is not immediate. Orders placed before 3:00pm are usually ready the same day. Orders placed after 3:00pm are normally prepared for next working day collection. Please do not travel to the collection point until you receive our “Ready to Collect” confirmation email. There is no Hi-Line signage on site. Simply go to the Big Yellow reception desk and provide your order name or number. Optional WhatsApp collection notifications: 075 9292 3131 (please message your order number) Collection hours: daily 10:30am–4:30pm Collection orders are treated as accepted at the point of collection. Support: [email protected]
Read moreCustomer Service Operating Hours
Our customer service team is available Monday to Friday, from 9:30 am to 5:30 pm, excluding bank holidays. Outside these hours, you can still reach us through email, website chat, WhatsApp, or text message, and we will reply promptly once the team is back online. We aim to respond to all messages as quickly as possible during working hours to ensure smooth support for all trade and retail customers.
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