Customer Services & FAQs

We are always here to help you...

If you need any help or assistance with planning your wedding or event, our Weddings & Event team are available to help you on 01825 574050 (9:00 - 16:00)  or e-mail: weddings@hanginglanterns.co.uk.

If you would like to discuss a bespoke product or a laser cutting project, you can contact our creative studio at studio@hanginglanterns.co.uk , or if you have an urgent or general query, you can call us on 01825 574050 (9:00 - 16:00), and we will be happy to assist you.

We have also put together a list of FAQ's for your information:

DELIVERY QUESTIONS

How long will my order take to arrive?
Can I track my order from The Hanging Lantern Company?
Can I provide additional delivery instructions if I am going to be out when my order is due to arrive?
Can I pick my order from The Hanging Lantern Company?
Do you have a shop where I can buy your full range?

ORDERING QUESTIONS

Can I place my order with The Hanging Lantern Company over the phone?
Can I pay for my order by cheque or bank transfer?
My company wishes to issue a Purchase Order and pay for our hanging lanterns upon receipt of an invoice – is this possible? Can we have credit facilities?
How can I buy wedding lanterns and items from your ‘hand drawn’ collection if I live outside of the UK?
What if I change my mind about my order from The Hanging Lantern Company?

WHOLESALE & DISCOUNT QUESTIONS

Do you offer trade discounts to other companies within the wedding and events industry?
Do you offer discounts on large quantities of hanging lanterns, paper parasols, or your other wedding paper products?
I would like to resell your products?

HANGING LANTERN QUESTIONS

How are hanging lanterns measured?
Is it easy to hang the paper lanterns?
Can I illuminate my Chinese hanging lanterns?
Can I use hanging lanterns and LED light units outside?
Can I use my hanging paper lanterns as table decorations?
Are hanging lanterns safe?
How do I calculate how many hanging lanterns I may need or want at my wedding venue?
Can I re-use my hanging lanterns?
Can I paint or decorate my paper hanging lanterns?
What should I use to hang my Chinese lanterns?

CREATIVE STUDIO & LASER CUTTING

Can I visit your laser cutting studio in Sussex?
Can your laser studio help us with some bespoke stationary or products?

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DELIVERY QUESTIONS

How long will my order take to arrive?

We guarantee to dispatch all orders received by 2pm Monday to Friday on the same day. This does not mean that we will not process orders received after 2pm but we cannot guarantee this due to the high volume of orders received each day. NOTE: laser cut products are made to order to may take longer - please call us if your requirements are urgent!
All mainland UK orders are sent via overnight express services, and we also offer overnight services to most European destinatoons. Please visit our DELIVERY PAGE for all available services.

Can I track my order from The Hanging Lantern Company?

If you provide a UK mobile number and/or email address during the order process you will receive an SMS and/or email to confirm dispatch of your order and also another on the day of delivery informing you of the estimated time of delivery.

Can I provide additional delivery instructions if I am going to be out when my order is due to arrive?

Yes – simply add delivery instructions during checkout in the ‘Order Comments’ such as a safe place to leave your parcel, or a neighbour who can take your parcel in for you. When you receive your tracking information by SMS or email you will be given the option to change your delivery date too.

Can I pick my order from The Hanging Lantern Company?

Of course, please contact us to make an appointment to do so - our warehouse and laser cutting studio are in Sussex. The full postal address is Unit 15-17 Ridgewood Industrial Park, Ridgewood, Uckfield, East Sussex, TN22 5QE. 

Do you have a shop where I can buy your full range?

You are more than welcome to visit our showroom and laser studio in Sussex to look at the full range of hanging lanterns, tissue paper pompoms and our ‘hand drawn’ collection. You can also meet a member of the wedding and events team if you need any advice. Strictly by appointment only.

The showroom and laser cutting studio are open Monday to Friday 9am to 4pm.

ORDERING QUESTIONS

Can I place my order with The Hanging Lantern Company over the phone?

Yes of course you can – simply call 01825 574050 between 9am and 4pm Monday to Friday and we would be happy to process your order over the phone.

Can I pay for my order by cheque or bank transfer?

Unfortunately we cannot accept cheques as a method of payment.
We are happy to receive payment by bank transfer, credit/debit card, Amex and Paypal. Our Bank details can be found on all invices/order confirmations, but please contact us on 01825 574050 if you require assistance.

My company wishes to issue a Purchase Order and pay for our hanging lanterns upon receipt of an invoice – is this possible?

Please send your Purchase Order to our Weddings & Event team by email to weddings@hanginglanterns.co.uk, so that we can raise a manual invoice for you quoting your PO number.

Can we have credit facilities?

We cannot extend credit facilities to any customer, but we may consider offering credit facilities to limited companies that pass our credit scoring.

How can I buy wedding lanterns and items from your ‘hand drawn’ collection if I live outside of the UK?

Simply place your order on our website and select your delivery country from the drop down box. VAT and shipping will be calculated accordingly.
We are more than happy to send any of our products worldwide and offer a range of delivery services depending on the delivery country:

  • DPD 1-3 day service to most of mainland Europe starting from £6.00
  • Next Day FedEx International Priority services to most of mainland Europe starting from £15.00
  • Fast (1-5 days) Express services into all other regions.

Please contact our main office if you need any further assistance.

What if I change my mind about my order from The Hanging Lantern Company?

Although we are sure you will be very happy with your purchase from The Hanging Lantern Company if for any reason you change your mind about the size, colour or shape please return any unopened, unused products to:

The Hanging Lantern Company
Units 15-17
Ridgewood Industrial Park
New Road, Uckfield
East Sussex TN22 5QE

You must return your order within 14 days of purchase (unless by prior agreement). PLEASE NOTE: delivery costs will only be refunded if the order is deemed to be faulty.
We will action your refund within 14 days of receipt of your returns and you must place new orders via the website.

WHOLESALE & DISCOUNT QUESTIONS

Do you offer trade discounts to other companies within the wedding and events industry?

We are more than happy to discuss reduced rates for wedding planners, venues and events companies. Please contact our Weddings & Event team at weddings@hanginglanterns.co.uk or 01825 574050.

Do you offer discounts on large quantities of hanging lanterns, paper parasols, or your other wedding paper products?

If you plan on ordering a large volume or mixture of products please contact the Wedding and Events team on 01825 574050 (9:00 - 16:00) or by email weddings@hanginglanterns.co.uk,

I would like to re-sell your products?

Unfortunately we do not offer reselling oppertunities.

HANGING LANTERN QUESTIONS

How are hanging lanterns measured?

Our hanging lanterns are measured primarily in inches with the diameter being stated on each product. Please check our individual product pages for further details on measurements, battery lives and product information.

Is it easy to hang the paper lanterns?

Paper lanterns arrive flat and individually packaged with a wire frame. Simply open up the hanging lantern and insert the wire frame to give it shape. The wire frame has a ’C’ shaped hook at the top that enables you to suspend the lantern from a wedding marquee frame, wooden beam, or ceiling.

Can I illuminate my Lanterns

Both our paper hanging lanterns and nylon hanging lanterns can be illuminated in a number of ways.

  • Festoon lighting is widely available and can be used in conjunction with our hanging lanterns to provide a mains powered lighting solution. If using our hanging lanterns in a wedding marquee you may find that your marquee company has festoon lighting already. Simply weave the cable through the ‘C’ shaped hook at the top of the lantern.
  • We offer a range of individual battery powered LED lights that can be hung inside our hanging lanterns including Buttonlites and Egglites. Each battery powered LED light comes ready for hanging on a short loop allowing you to suspend the LED light inside the hanging lanterns from the ‘C’ shaped hook.
  • Lanterns can also be hung from a standard household ceiling light, simply weave the cable through the ‘C’ shaped hook at the top of the Chinese lantern.

Can I use hanging lanterns and LED light units outside?

Our nylon hanging lanterns are best for use outdoors, as they will withstand the rain; however, our paper lanterns are also suitable for use outside in good weather.
It must be noted that prolonged use of hanging lanterns in the rain or sun may lead to some rusting on the wire frame or discolouration of the lantern.
Our Buttonlites contain lithium batteries so it is not advisable to submerse them in water.

Can I use my hanging paper lanterns as table decorations?

The design of our hanging lanterns means that the wire frame pokes out of the bottom and top of the hanging lantern slightly. This means that the hanging lantern would tip to one side if placed on a table or other flat surface.
Our square paper lanterns are designed slightly differently so they can be used as unique table decorations.
We also have a range of Birdcage lanterns that are perfect for use as table decorations and the Buttonlite enclosed with each bird cage lantern casts stunning shadows across your tables.

Are hanging lanterns safe?

Hanging lanterns are indeed safe and have been certified in the UK to comply with the BS EN 60598 safety directive.

When using either the nylon or paper hanging lanterns with mains powered light bulbs you MUST adhere to the following guidelines (a copy of which in enclosed with every single lantern):

  • 8” – 10” lanterns: max wattage 40W
  • 12” – 16” lanterns: max wattage 60W
  • 18” – 22” lanterns: max wattage 100W
  • 24” lanterns: max wattage 150 W
  • 30” lanterns: max wattage 200W
  • 36” lanterns: max wattage 300W

IMPORTANT: Ensure that the selected light bulb does not exceed that maximum rating of either the lantern or the lamp/light fitting which the lantern is fitted to. The light bulb MUST be positioned in the middle of the lanterns, and the lantern should be at least 6.5” (16.5cm) from the ceiling.

How do I calculate how many hanging lanterns I may need or want at my wedding venue?

The number of lanterns you may want or need depends entirely on the look you are trying to create and also may be determined by budget or your party/wedding venue.
Take a look at our Inspiration Area to see if any of the images inspire you and contact our Wedding and Events Team on 01825 574050 (9:00 - 16:00) or weddings@hanginglanterns.co.uk so that we can assist you with sizes and quantities of lanterns. The more information you have the better! Details of your venue, your colour scheme, your ideas, and timelines all help.

Can I re-use my hanging lanterns?

Chinese hanging lanterns can be re-used time and time again, just open, assemble and disassemble them carefully. Our range of nylon hanging lanterns are much more durable than the paper lantern range so you may want to consider investing in nylon lanterns if you plan to use them many times.

Can I paint or decorate my paper hanging lanterns?

You certainly can decorate your paper lanterns. We have supplied large quantities of paper hanging lanterns to schools across the UK, councils and charities for this purpose. 
Just be careful when decorating the lanterns as they are made of paper. You may want to order a couple of spares just in case the decorator is a little heavy handed! 

Our white paper lanterns can be sprayed a completely different colour. If we do not stock the exact colour in our current range simply use Styro Colour spray paints to completely transform your paper lantern. 

What should I use to hang my Chinese lanterns?

Our hanging lanterns really are very light, so we suggest something as simple as a crocodile clip or magnetic hook and fishing line. Take a look at our Hanging accessories page where you’ll find all you need for hanging lanterns in various styles of venue.

THE STUDIO & LASER CUTTING

Can I visit your laser cutting studio in Sussex?

Of course you can – our laser studio is open Monday to Friday 9am to 5pm and the full address is:
Units 15-17 Ridgewood Industrial Park
Uckfield
East Sussex TN22 5QE

Please contact us as this is strictly by appointment only.

Can your laser studio help us with some bespoke stationary or products?

Of course! Our creative studio is based in our main office in Sussex, and we use top of the range, leading edge, laser cutters and are able to create very intricate and innovative products. Whether you have final signed off artwork, or require some assistance to bring your idea to fruition, we are happy to help you. 
We also work with large corporates and visual merchandisers on adhoc projects. More information can be found in the corporate section of our inspirations area. 

Our studio is available at studio@hanginglanterns.co.uk or on 01825 574050 (9:00 - 16:00).

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