FAQs | Studio Scratch

Shipping & Technical FAQs

Q: Can I collect my order from your Glasgow warehouse?

A: Currently, we operate as a dispatch-only facility to ensure efficient logistics. However, if you are in the Glasgow area , please contact us to discuss specialized delivery or viewing arrangements at the studio.

Q: Do I need a specialist to install pendants and wall lights?

A: Yes. Because our fixtures are substantial architectural pieces, we strictly recommend installation by a Part P registered qualified electrician. This ensures safety, preserves your 12-month warranty, and satisfies home insurance requirements.

Q: Why is there a 4–6 week lead time if the items are in Glasgow?

A: While we hold stock in Glasgow, many pieces undergo a final manual quality inspection and boxing. Some items may ship earlier if packed and ready to go.

Returns FAQs

Q: What happens if my light arrives damaged? A: Please inspect your order immediately upon arrival. If there is any transit damage, you must notify us with photographic evidence within 48 hours. This allows us to handle the claim with our couriers and get a replacement to you as quickly as possible.

Q: Can I return a standard retail item if I change my mind?

A: 14-Day Window: You have 14 days from the date you receive your order to notify us of your intention to return it.

The Process: Once you have notified us, you have a further 14 days to ensure the item is returned to our Glasgow facility.

Condition for Return: To be eligible for a refund, Products must be returned in their original, undamaged industrial packaging, must be uninstalled, and in a resaleable condition.

Exclusions: Please note that bespoke, customized, or made-to-order items are strictly non-refundable and excluded from the right to cancel.

Shipping Costs: You are responsible for the cost of return shipping for non-faulty items. We strongly recommend using a tracked and insured service, as we cannot accept responsibility for items lost or damaged during return transit.

Refunds: Once we receive and inspect the item at our Glasgow hub to ensure it meets our quality standards, we will process your refund to the original payment method.

Product FAQs

Q: Why does my brass/copper fixture have small dark spots or a varied color?

A: We celebrate "Material Honesty". Brass and copper are living finishes that naturally react to the environment, creating a unique patina over time. These variations, along with intentional welding marks, are part of our industrial soul and ensure no two pieces are identical.

Q: What kind of light bulbs should I use?

A: For our perforated shades like the Halo, we strongly recommend clear, vintage-style filament LED bulbs. Clear glass allows the light to travel sharply through the perforations, creating the signature shadow patterns your space deserves.

Q: Are your lights dimmable?

A: Yes, all Studio Scratch fixtures are compatible with standard dimming systems, provided you use a dimmable LED bulb and a compatible dimmer switch. This is ideal for shifting from functional "Architectural" light to a "Moody" evening glow.

Q: My light has visible welding marks and a rough finish—is this a mistake?

A: No, that is the intent. Our brand is rooted in an "Industrial Soul". We celebrate the raw, mechanical nature of metalwork—visible welds and textured finishes are deliberate design choices that give each piece its architectural character.

Q: Can I visit the Glasgow studio to see the lights in person?

A: Absolutely , opening times are available on the website. You are welcome to also contact us in case in you choose to visit on the weekends.

StudioScratch

Shipping & Technical FAQs