Help & FAQ

Accounts:

How do I create an account?

  1. Click ‘My Account’ on the top right of the website header.
  2. Then click on ‘Click here to create a new account’.
  3. Fill out the Personal Details and Shipping Details forms. All fields marked with an asterisk (*) are required.
  4. Enter the security question and then click ‘Create my account’.

Why should I create an account?

  • Checkout faster using saved addresses.
  • Receive and send messages to ShopWL about your order.
  • View the status of every order you’ve placed at ShopWL.
  • View completed orders and print invoices.
  • Add, edit and remove shipping and billing addresses from your address book.
  • Add, edit and remove items in your wish list.
  • See a list of recently viewed items.
  • Update your account details.


I forgot my password can you help me?

  1. Click ‘My Account’ on the top right of the website header.
  2. Click ‘Forgot Your Password?’
  3. Enter the email address associated with your account and click ‘Continue’
  4. You will then receive an email address to reset your password. Enter your new password and click ‘Continue’.

If you are still having issues please email Support@ShopWL.com


What products are available to buy online?

ShopWL contains a wide range of products from some of the world’s most trusted brands. Whether it is lighting, audio, or rigging products you require, our extensive catalogue can help fulfil all of your needs.

  

Orders:

How do I see my order status?

You will receive an email every time your order is updated. You can also check your order status by logging into your account and going to ‘View Order Status’.


Can I cancel a sales order?

If you wish to cancel an order that hasn’t already been dispatched please email Sales@ShopWL.com as soon as possible stating your order number and your reason for cancellation. A member of our team will then be in touch.

If your order has already been dispatched you will have to return the item too us using our online returns system. Go to – ‘How can I submit a return request?’ below for more details.


How do I amend an order?

If you wish to amend an order that hasn’t already been dispatched please email Sales@ShopWL.com as soon as possible.

If your order has already been dispatched and you need to add another item you will need to place another order with us. If you wish to return a specific item or items then you can do so using our online returns system. Go to – ‘How can I submit a return request?’ below for more details.


How do I place an order online?

  1. Find the products you want on the website and click ‘+ Add To Cart’
  2. You will then get the option to either continue shopping or proceed to checkout. To complete the order click ‘Proceed to Checkout’.
  3. Enter your billing and shipping details or select an existing address from the dropdown if you have any saved.
  4. Chose your shipping method and click continue. If your order qualifies for free delivery make sure to click the ‘Free Shipping’ option.
  5. If you wish to include a purchase order number or any comments please write them in the order instructions / comments box. If you have a coupon code type it into the coupon code box and click ‘Apply’.
  6. Tick to say you agree to our terms and conditions and then click ‘Proceed to Payment’.
  7. You will then be taken to our payment gateway page which is powered by WorldPay. Please select your payment method and enter your card details before finally clicking ‘Make Payment’.


Can I add notes / a purchase order number to my order?

You can do this in stage 4 of the checkout process using the order instructions / comments box.

 

Payment:

Where do I enter my discount code when shopping?

You can add your coupon code within the basket before checking out. Don’t worry if you miss this stage because you can always enter it at Stage 4 of the checkout process.


Are my card details and personal information safe?

ShopWL use WorldPay to handle all payments. WorldPay recognise that security is one of the major concerns for the shopper during an online transaction. So we use state of the art security tools and techniques to ensure that you are protected against online fraud. In reality, an online purchase is probably more secure than a card transaction conducted in a shop, over the telephone or by fax - because WorldPay ensure that your online purchase details are encrypted using complex logarithm methods. For more information about WorldPay online security visit the WorldPay website at www.worldpay.com.


Which payment methods can I use?

You can pay by card or use store credit if you have a credit account with White Light.


Which cards are accepted?

We accept the following cards: MasterCard, Visa, Maestro and JCB.


Why is my card being rejected?

Please check that you have entered all details correctly and that you have selected the correct card type.


Can I pay with my White Light account?

Yes, if you have a White Light credit account you can use this when making purchases on ShopWL. Complete the checkout process and you will then have the option to pay using store credit or by card.

If you do have a credit account with us but no credit is showing on your account please email Support@ShopWL.com and a member of the team will be in touch.


How do I get a copy of my invoice?

If you wish to get obtain an invoice you can view and print one from the ‘Completed Orders’ section of your ShopWL account.

 

Shipping & Delivery:

Where do you ship to?

We currently only ship to the UK.


Can I track my order?

You will receive an email once your order is dispatched containing tracking details. If you selected TNT as a courier please use TNTs Track & Trace site using the consignment number in the email. If you selected UK Mail then please use UKMails Manage my Delivery service.


What are the shipping costs when shopping online?

All our shipping prices are calculated at the checkout stage and are dependent on the orders total weight and delivery address. Any order over £150 qualifies for free UK mainland delivery. You will need to click the 'Free Delivery' option at the delivery method stage of the checkout. You will not be charged shipping for any training or downloadable products.


How long does delivery take?

All items we stock will be delivered on a next-working day basis though gobo orders may take up to 5 days. If we don’t have items in stock you will be notified by email and given an estimated delivery date.


When will my order be dispatched?

Most orders are dispatched on the same day of order if placed before 2:30pm for UK Mail and 3:00pm for TNT. Any orders after that time will be dispatched the following working day. If we don’t have the items in stock or cannot completely fulfil the order we will send you an estimated delivery date.


If I’m collecting my order where do I collect from?

Please visit our sales warehouse: Unit 15, Merton Industrial Park, Jubilee Way, Wimbledon, London, SW19 3HX

 

Returns and Cancellations:

What is your refund policy?

Our complete refund policy can be viewed online here.

 
Can I exchange or return an item I’ve ordered?

If you wish to exchange or return an item please use our online returns system.

  1. Login to your account.
  2. Go to completed orders, and then click return item(s) next to the items you wish to return.
  3. Fill out the reason for return.
  4. Click Submit Return Request. 

A member of staff will then be in touch with further details on how to return your order and provide you with a RMA number which must clearly be labelled on the outer carton.


How can I submit a return request?

  1. Login to your account.
  2. Go to completed orders, and then click return item(s) next to the items you wish to return.
  3. Fill out the reason for return.
  4. Click Submit Return Request.  

A member of staff will then be in touch with further details on how to return your order and provide you with a RMA number which must clearly be labelled on the outer carton.
 

How will I be informed that my return has been processed?

A member of staff will be in touch with further details on how to return your order and provide you with an RMA number which must clearly be labelled on the outer carton.

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