FAQ
1.What is BAG&BONES LED neon made from?
Using a combination of flexible LED neon tubing and light-emitting diodes, bag&bones have created a unique product that is as durable as it is portable, while also being lightweight, safe, transportable and best-of-all - eco-friendly. They emit very little heat and there’s much less risk of breakages – as they’re not made of glass. BAG&BONES lights don't need to be hardwired by an electrician – you literally just plug them into the wall and off you go…instant wow!
Our slimline neon is made with tubing which is slightly thinner that our original premium neon. This nature of this tubing enables us to achieve smaller sizes/designs.
We choose LED because we believe the energy-efficient technology is part of the future. We also think statement lighting pieces should be affordable. LED is fast becoming a formidable challenger with its captivating industrial feel and practical nature.
LED light are brighter and easy to install. The energy savings to be made are also a big plus in our eyes. By saving 70-90% in energy costs, you can enjoy your lights without worrying about racking up your electricity bill.
2.Do your lights comply with LED safety legislation and regulations?
All of our lights adhere to IEC 60598-1: specifying general requirements for luminaires, incorporating electric light sources for operation from supply voltages up to 1,000V. The requirements and related tests of this standard cover: classification, marking, mechanical construction, electrical construction and photobiological safety.
All of our products contain the necessary CE mark.
All of our production procedures are controlled by ISO9000 Quality Control System.
3. Do you have a showroom?
Yes we do. Our showroom is located in Acton in West London. Showroom visits are by appointment only. To arrange an appointment, please contact us at least 2 days in advance where possible.
4. Can I place a custom order? How much does it cost, and how long does it take?
Yes you can. Custom designs start from c. £225. We also offer a design consultancy service should you require any help or inspiration in creating your custom design. All our lights are made by hand. From the point of you approving your custom design for manufacturing, it generally takes c. 6-8 weeks to create and deliver your custom design. We do also offer a fast-track service for an additional fee, which takes 3-4 weeks form the point of order confirmation and up front payment in full.
5. What if I decide to cancel my custom order?
Once a custom order has been placed and payment has been received, you will be liable for the full cost of your order irrespective of when you choose to cancel your order.
6. Do you sell to the trade?
Yes we do. Please contact us via phone or email for any wholesale inquiries.
7. Are your lights sold with a warranty? What’s covered?
We warrant fixtures and components, when properly installed and under normal conditions of use, to be free from defects in materials and workmanship. Our slimline LED neon has a warranty of 12 months where our premium LED neon has a warranty of 24 months from date of purchase. The warranty is invalidated if the customer chooses to tamper with the light and/or wires during the installation process.
Should an item be faulty, we will repair or replace the product at our discretion. In the event we determine a product is not repairable or no longer available, we will offer to replace it with an item of similar style and value.
The warranty only covers products installed and maintained in accordance with the instructions provided by us and no warranty is made with respect to any of our products that are otherwise installed or maintained.
Product dimensions listed are to our knowledge as accurate as possible. Defects or failures arising during shipment or due to alteration, misuse, negligence, accident, theft, defective maintenance, damage by and actions of others, or where adequate care has not been taken to prevent chemical, ice, or snow damage to the product shall not be covered by this warranty.
The warranty does not cover products that have been exposed to toxic, nuclear, or corrosive environments, or where operating temperatures fall below -40 degrees celsius or exceed 60 degreed celsius. Due to the unsuitability of many cleaning agents such aspects of our products as could be damaged by their use, for example glass and finishes, are specifically excluded from the terms of this warranty.
This warranty does not cover labour, shipping costs, removal or installation, nor does this warranty cover any product not expressly designated an OEM product when it is used as a component of and/or a finished good for a manufactured primary product without the prior written approval of BAG&BONES.
8. Installation and safety advice
BAG&BONES lights come with pre-drilled holes and are designed to be wall-mounted. All signs are fitted with a 240v AC adaptor and connect directly into a standard (British) power socket.
All BAG&BONES lights come with a care leaflet giving you information on your light and how to look after it.
All our lights are made by hand. As the PVC acrylic backing is transparent, you may see a small amount of the clear adhesive we use in the production process. This is perfectly normal and safe, and you won’t be able to see it when your light is fixed to the wall.
Please take extra care when handling the PVC acrylic backing. Due to its inherent nature,small blemishes and minor scratches are inevitable. Don’t worry, though – once it is fixed to the wall, small scratches are not visible to the eye.
Please also take care with the connecting wires, and don’t lean the acrylic backing on the wire. We recommend tapering any wires to the wall to minimise any risk of damage.
9. How do I affix my light to the wall?
All of our lights come with pre-drilled screw holes for fixing to the wall. As standard, we don't provide screws, as the screws you choose are dependent on your wall material and density. Premium 25mm mirror screws, which will be suitable for most interior walls, are available to purchase via our online shop. Please consult a qualified tradesperson if you have any concerns about mounting a light to the wall.
10. Taking care of your light
Just like a laptop computer, your light should be ‘shut down’ every night at the mains, allowing the light’s AC/DC adapter to rest. This regular habit will help to maximize your light’s lifespan.
11. Do you supply waterproof lights?
Yes, we can customise the lights to make them suitable for short-term outdoor use. We coat the lights in a film (almost like a transparent glue) to waterproof them.
If the power supply is going to be outdoors, we will need to fit it with an IP rated outdoor plug and the same for the transformer, if that is going to be outdoors.
Our waterproof LED lights feature a special plastic coating called an IP rated coating. This coating is designed to stop moisture from reaching the internal components and causing a short circuit.
The standard for waterproof LED Strip Lights is IP65, which is a coating of silicone gel. However, it is worth noting that the lifespan/warranty for outdoor use is 6 months.
12. Which methods of payment do you accept?
We accept payment by debit card and the following credit cards: Visa, MasterCard. You can also choose to pay via PayPal. For off-the-shelf products, we also accept cash on collection for any orders you choose to collect in person.
13. Where do you deliver, and could I collect in person?
We offer worldwide delivery (exceptions apply).
Please allow 3-5 working days for UK delivery from the time you receive a shipping confirmation email. Please allow 7-10 working days for further afield.
If you would prefer to collect your order in person, please let us know at the point of order.
All items must be collected within 7 days of purchase, unless otherwise agreed prior to purchase. Items not collected after 7 days will be subject to storage charges of £10 on the 8th day and £2.50 per day thereafter. If an item is not collected within 28 days of purchase the order will be cancelled and a refund issued via the original payment method, less storage charges. We reserve the right to re-sell items not collected within 28 days.
14. How do I return an order?
If you are unhappy with your goods for any reason and wish to return them, please email us at hello@bagandbones.co.uk
Once a return has been agreed in principle, please post your goods back to us within 14 days including a note with your name, order number and reason for return. Any returned items must remain in the condition and packaging they were received in. Please note that we are unable to refund or exchange products that are faulty due to misuse or external factors not relating to the manufacturing of the product.
All items returned to us are at your own risk and expense. Please note we cannot be held responsible for any items which fail to reach us or for delays in your exchange/return reaching our warehouse. We recommend customers send their parcels via a registered trackable service and obtain a proof of receipt.
Once we have received your return and assessed its condition, we will contact you with the outcome within 14 days. We will issue a replacement where appropriate.
Should you prefer to exchange your goods, we will advise you as soon as possible whether your exchange item(s) is available. Please note any difference in price will need to be settled before a replacement is sent out to you. We will issue a refund in the event any exchange item is not available.