Customer Service & Product FAQ’s

Home/Customer Service & Product FAQ’s
Customer Service & Product FAQ’s2020-03-19T13:19:34+00:00

Customer Information

How do I create a Wish List?2020-05-11T14:03:23+01:00

This feature is available on each product page

Just click on the “Add to Wishlist” button to create your WishList

  • Guest visitors can create their own Wishlists to be stored for a maximum of a year or until they clear their cookies.
  • Registered customers can create Wishlists and store them indefinitely.
  • Unlimited Wishlists can be created. Whether it is one list for a special occasion, or a few personal lists and a few shared lists
  • Full privacy control over lists. Customers can assign their Wishlists as public (anyone can search and find their list), shared (only someone with the unique URL can view), or private (only they can view it).
  • Social media sharing of wishlists on Facebook, Twitter, Pinterest, and even Email with a custom email message.
What does “Available on back-order” mean?2020-05-11T14:16:50+01:00

This means we are currently out of stock of this item

If you buy this item it should be with you in around 7-14 days, possibly sooner. We may also be able to make up your order from similar products. Please do contact us if you require a more definite delivery date or details of exact stock availability or alternative products.

 

What are your delivery costs and time frames?2020-07-30T15:19:08+01:00

Some orders may take a little longer to get to you than in the past, but we will get them to you just as soon as we can.

Please see the flip boxes below for more details of the services we offer.

Guarenteed Saturday delivery has been Temporarily suspended by Royal Mail, so we are no longer offering this option at the Checkout.

Items on back order generally take between 7 – 14 days to get to you as most of our products are made in the UK; and we are holding more stock than usual on items made in Europe.

We appreciate that any delays can be frustrating; so we thank you for your patience.

 

Domestic Orders

Royal Mail Tracked & Next Day Delivery

Royal Mail Tracked 48
Delivery time is usually 3-5 working days at a cost of £4.50. We mostly despatch these orders within 24 hours.

Next Day/Express Delivery
Orders placed before 12:30pm will be sent the same day at a cost of £9.50. Customers should receive their order the next working day but it may be later in the day or the day after. The order may be delivered by Royal Mail or by UPS .

Orders placed after 12:30pm may be dispatched the next working day (we are closed weekends and Bank Holidays)

Orders over £150 get Next Day/Express Delivery for Free

Highlands, Islands & European Orders

International Signed for services

Highland, Island & European orders
Orders under 2kg are sent using the Royal Mail International signed for service. Delivery time is typically 3-5 working days.
Orders over 2kg will be sent by Courier. The cost is calculated by weight and destination at the Checkout for customers to check prior to purchase.

Rest of the world

International Signed for services

International Orders
Orders under 2kg are sent using the Royal Mail International signed for service. Delivery time is typically 7-9 working days.
Orders over 2kg will be sent by Courier. The cost is calculated by weight and destination at the Checkout for customers to check prior to purchase.

How do I use or set up an account?2020-06-26T09:34:55+01:00

If you have an account already for our new website please just Log In (top right) under “My Account” entering your username and password.

When you make your first order with us you are given the option to save your purchase details etc in an account at checkout in order that your purchased products, wish lists, delivery addresses etc are all stored for your use later**. If you have already shopped with us and did not select this option please just do so on your next purchase if you want an account.

Alternatively you can Register for an account prior to purchasing here.

If you have set up an account but have lost your password please visit this page. Simply enter your email address and click “Forgot password” and choose a new password following the instructions sent to you by email.

For details regarding Trade Accounts please use this link.

**We have not carried across all the past 10 years worth of purchase histories, so this does just apply to new orders.

Do you have Trade accounts or offer Bulk Discounts ?2020-06-24T15:27:14+01:00

If you are not currently a Trade account customer once you have spent £500 with us in one year you can ask to become a Trade account customer, please just email us and we will set that up for your next order.

If you spend more than £1000 on a single order you will receive an automatic 10% discount at checkout with or without Trade account status.

Orders over £150 are sent Next Day Delivery for free.

We do not operate credit accounts.

*Please see our Terms & Conditions for full details.

Can I track my order?2020-06-10T14:09:49+01:00

Yes, you will automatically be emailed a tracking number from our delivery partner, either Royal Mail or UPS once your goods have been collected from our premises. This email will have a link to the relevant Couriers website where you can track the progress of your order. Please use your Tracking information contained in that email to see where your order is. If you have not received an email please check your Spam folder and add the delivery company to your contacts list to ensure further tracking emails reach you.

How do I return wrongly sent or faulty goods?2020-09-15T09:24:01+01:00

UK orders:
In the unlikely event that the wrong or faulty goods are sent to you please email us and we will supply a Royal Mail 1st class Returns postal label for you to print off and attach to your parcel to take to your nearest Post Office.  You will need to enclose the Return Form found below so that we can trace your order when we receive it. Please also ask for proof of postage at the Post Office, this will not cost you anything. We will send replacement goods/refund you upon receipt of the returned goods.

If goods are needed urgently, please re-order from the website and we will again refund the original order upon receipt of the returned goods along with any additional postage costs from the second order. All Refunds will be processed by us within 14 days of receipt of the returned goods.

Orders outside the UK:
Please email us with details of the problem preferably with a picture for us to review.

Do you supply samples?2020-02-27T15:02:25+00:00

We do supply samples of our chain flex and candle tubes, just click on the images for more details

Lighting_chains light_cable_samples
Can I nominate a Safe place to leave my parcel if I’m not going to be in?2019-10-04T16:59:05+01:00

Yes for Royal Mail Tracked orders you can.  If you will not be in to receive your order, you can specify a Safeplace (in less than 30 characters) in the Order Notes box at Checkout. Any orders left in a Safeplace are left at your own risk; if the goods are lost they will not be replaced. This service is not available on Royal Mail  Special or Saturday Deliveries,  or Delivery by Courier.

Can I add to my order?2020-06-10T13:52:54+01:00

If your order has not yet been despatched, we can hold your original order and await a second order. Please contact us to confirm the status of your order first. You can then place a second order through the website and we will refund the second Postage and Packaging payment. We will then combine the two orders and send them out in one parcel.

What happens if my order gets lost?2020-06-10T14:12:43+01:00

In the rare event of goods being lost in the post please use the link on your email confirmation to check the goods are not at your local sorting office/being re-delivered. Most carriers insist we allow 14 days before making a claim for compensation. We understand however that our customers may not want to wait this long so please make a duplicate order on the understanding that when either the courier confirms your order was lost or the first order of goods are returned to us, we will make a full refund of your original order. This does not apply to orders where the customer has left instructions for orders to be left in a “Safe Place” and no signature is taken we cannot accept any responsibility for these orders being lost or stolen.

Can I cancel my order & return my goods?2020-09-15T09:29:09+01:00

UK orders:
We accept the return of goods within 30 working days of receipt. Simply return the goods to our registered address with our Return Form below. Please also ask for proof of postage at the Post Office, this will not cost you anything. If you return all items purchased you will be refunded the cost of your goods plus our standard UK delivery costs (Royal Mail Tracked). Where only a partial order is returned only the items returned will be refunded.

All other orders within the European Union:
We accept the return of goods within 30 working days of receipt. Simply return the goods to our registered address using our Return Form below. If you return all items purchased you will be refunded the cost of your goods plus our standard Overseas delivery cost (amount varies depending on weight of original order) plus any VAT if paid. Please also get proof of postage. Where only a partial order is returned only the items returned will be refunded.

All orders outside the European Union:
We accept the return of goods within 30 working days of receipt. Simply return the goods to our registered address using our Return Form below. Please also get proof of postage. If you return items purchased you will be refunded the cost of your goods but no delivery costs.

Please note for all cancellations you are responsible for covering the postage costs of returning your unwanted items to us. Unfortunately we cannot accept the return of goods that are non-stock items or that have been individually sourced for you. All Refunds will be processed by us within 14 days of receipt of the returned goods.

Not sure about wiring up your lighting or which regulations apply?2020-08-17T14:47:57+01:00
  • Are you qualified? Installing our lighting is not difficult if you are competent, but carried out incorrectly can prove dangerous. Electrical work is a skilled profession requiring expert knowledge with ever changing accreditation therefore electrical contractors are required to regularly update their qualifications. We strongly advise you instruct a fully qualified NICEIC registered electrician. As a supplier we are not qualified or insured to advise you on how to wire up your lighting schemes. Please be aware that when selling a home you may need to provide certification for any electrical work undertaken.
  • Can I use your products in my Bathroom? IP rated lighting must be used in bathroom areas where water is likely i.e. zones 1 and 2. Unzoned areas can use standard lighting without an IP rating, See our handy diagram for more help. Bathroom Zones Explained
Can I exchange my goods?2020-05-11T14:36:00+01:00

If you would like to exchange goods, simply return your goods as per our returns procedure and place your new order through the website. All Refunds will be processed by us within 14 days of receipt of the returned goods.

Which payment options do you accept?2020-05-11T14:22:51+01:00

We offer various ways for you to pay for your order:
Debit and Credit Cards including Visa, MasterCard and Maestro plus Paypal. You can pay directly via BACS & CHAPS. International orders can additionally be paid for using SWIFT/BIC or IBAN.

To pay by BACS, CHAPS, SWIFT/BIC or IBAN please select that option at the checkout then check your order confirmation email which will include our bank details. If you wish to pay by one of these methods and didn’t select this option at Checkout please email us with a request for our bank details then we will keep an eye out for your payment. Goods are despatched upon receipt of cleared funds.

You do need to place an order through the website first before we can take payment.

We can send a PayPal money request which you can pay using the above credit cards or your PayPaL account if you have one if payment failed on placing your order. Just email us a request.

Do you provide any additional Services?2020-04-01T16:19:18+01:00
  • Need a Restorer?  You can find one here BAFRA
  • Need an Electrician to put our products together? You can find one in your area here NICEIC or here ECA

Product Information

What size are your small, medium & large shades?2020-02-06T12:33:52+00:00

Extra small less than 120mm wide

Small 120-150mm wide

Medium 160-210mm wide

Large 220-290mm wide

Extra Large 300-340mm

X extra large 350mm+

Which Amp Flex or Plug can I use?2020-08-17T14:08:39+01:00

The conversion of Watts to Amps is governed by the equation Amps = Watts/Volts so if you check how many Watts your bulb(s) will be, you can work out what amperage flex or switch you will need. For example 4 watts/240 volts = .016 Amps for 1 x 4 Watt bulb. 

Our Bayonet Cap Lamp holders are generally 2 AMP rated and our ES lamp holders 4 AMPS. Our Flex specifications can be found here.

We are not qualified electricians and only offer guidance, which can change. If you are not a qualified electrician you should always get any electrical work you do properly checked & certified.

What bulb fitting type do I require?2020-01-03T10:12:48+00:00
Light_bulb_types

SBC – small bayonet cap fitting takes a SBC bulb. Also known as B15d . Measures 15mm across.
BC – bayonet cap fitting takes a BC bulb. Also known as B22d. Measures 22mm across.
SES – small edison screw fitting takes a SES bulb. Also known as E14. Measures 14mm across.
ES – edison screw fitting takes an ES bulb. Also known as E27. Measures 27mm across.
GES – giant edison screw fitting takes a GES bulb. Also known as E40.

What are the Flex weight tolerances?2019-10-03T17:23:34+01:00

Our cable can support a maximum suspended fitting weight of 2kg. Please ensure that the cable is securely clamped within the ceiling rose and lamp holder so that the cable is not being supported by the wire terminations only. For shades heavier than this please support your light fitting with Lighting Chains.

What weight can I hang using your Fittings and how do I attach them to the ceiling?2020-03-25T11:46:29+00:00

Our ceiling plates that have just light flex hanging down can hold a maximum of 2kg i.e. the maximum weight tolerance of the light flex.

Our Single Ceiling Hooks can hang, using a piece of our large chain, a light fitting up to max of 5kg. If you had 2 hooks and chains you could hang 10kg and with one of our large triple hooks and large chain up to a maximum of 15kg. Obviously the fixing into the ceiling also needs to be secure. You can add one of our wooden pattresses which can be secured using larger screws. If you fix into a ceiling joist this can also add extra hold but you will need to consult a builder.
If in any doubt please always refer to a qualified electrician. All work undertaken should be signed off by a qualified electrician to make sure it is safe.

Which LED bulb should I choose?2019-05-13T12:01:31+01:00

Well it’s now all about the Lumens, not Watts. Previously you chose your bulb brightness by the level of Watts i.e a 40, 60 or 100 watt bulb.
But, wattage is not actually the measure of a bulb’s brightness, but is its energy usage. There is then, a direct correlation between watts and the bulb’s brightness in incandescent bulbs but not with an ultra low consumption of a 4 Watt LED bulb.

LEDs (Light Emitting Diodes) work differently and so is the way we measure the brightness. As LEDs use far less energy, the amount of watts used is no longer an indicator as to the brightness of the bulb.

Also there is no exact conversion from Watts to LEDs; a traditional 60 watt incandescent bulb can compare to anywhere between 2 and 12 watts in a LED bulb, but don’t panic, it’s just a case of knowing your required Lumen rating.  Lumens are the ‘brightness’ measurement provided by a light bulb, and this is what you need to look for when choosing your new LED.

Our comparison guide is an approximation of Watts to Lumens for our bulbs only. An old 40 watt bulb would on average be between 300 to 500 Lumens.

So, now we know where previously we looked at a 40 watt incandescent bulb we may now choose perhaps a 4 watt LED, we may also want to choose our bulb based on the colour emitted. This is referred to as ‘colour temperature’ and is measured in Kelvins – with the higher the number, the whiter and cooler the light given off i.e. anything under 4000K tends to produce a warmer, more gentle light and anything over that produces a cooler brighter white light, mostly used for task areas such as kitchens and work areas.
The average of an old style incandescent was between 2,700 and 3,500 Kelvin. So if colour rendering is your deciding factor then choose your LED bulb by its Kelvin rating.

How do I wire up my switch?2020-07-23T10:32:04+01:00

If I buy more than 1 metre of chain, will it be cut?2020-08-17T11:05:16+01:00

If you choose 3 metres of chain you will be sent one 3 metre length.
If you require your lighting chain to be cut to into lengths, please just add this detail in the ‘Notes’ section at Checkout and we can do that for you. If you want to cut it yourself some Bolt Cutters will do the trick!!

How do I hang a rimless shade?2020-02-06T12:35:13+00:00
Watch video in new window
How do I fit the bungs into a bottle or Ceramic base?2019-12-12T10:38:29+00:00

You can access a ‘screwdriver slot’ to turn to expand the bung to create a tight fit by removing the reducer that holds down the metal plate. Feed your braided flex down the bung and through the hole in your lamp then wire up the lampholder and attach it to the ½” threaded reducer on top of the bung.  Size 19-22mm fits a standard wine bottle.

Can I unlock my ‘locked’ lampholder?2020-04-06T15:02:24+01:00

Edison Screw lamp holders have a safety feature that mean once put together they cannot be unscrewed. This is to ensure you do not unscrew the whole lampholder when changing the light bulb. Safety essential, but not ideal if you have put it together and need to unscrew it again. However with a little patience, it IS possible. See our video on our below to see how.

What are the specifications of your flex?2018-10-25T13:27:06+01:00

Flex data sheets for diameter, voltage and wattage etc please see below.

If you need full Product Certification please get in touch.

3 Core braided UK flex
2 & 3 Core UK clear flex
3 Core Plain UK flex
2 Core braided UK flex
3 Core designer flex
Is the wood you use from a sustainable source?2019-10-03T17:22:30+01:00

Yes it is. Certification below.

FSC Certificate
What are your Chain weight tolerances?2019-10-03T17:20:41+01:00

Our Single Ceiling Hooks can hang, using a piece of our large chain, a light fitting up to max of 5kg. If you had 2 hooks & chains you could hang 10kg and with one of our large triple hooks and large chain up to a maximum of 15kg. Obviously the fixing into the ceiling also needs to be secure. You can add one of our wooden pattresses which can be secured using larger screws. If you fix into a ceiling joist this can also add extra hold but you will need to consult a builder.

Our smaller chain is only suitable for hanging a ceiling bowl as the chain link size is too small to fit over our larger hooks. The maximum weight of the shade should be 5kg as this is the weight tolerance of the triple ceiling hook.

Can you get other sizes of Card Candle Tubes?2020-08-17T10:43:20+01:00

We can but the minimum order to have these made for you is 100 pieces. Lead time will be 3-4 weeks. Price on application (depends on size). Please just contact us with your specification and we will get back to you with a quote just as soon as we can. Alternatively these are made of card so they can be cut down from a taller option using a craft knife if just the height doesn’t suit. The only other alternative we can suggest is to replace your existing lamp holders you are using so they fit our standard candle tube sizes. 

How do I hang a shade with a rim?2020-02-06T12:34:58+00:00
Watch video in new window
What’s the biggest size bung you do?2019-12-19T12:39:42+00:00

Our biggest bung is currently 50mm. You can use some cork or wood to fill the hole if the aperture is bigger than that and insert our fittings into that.

Table lamp bungs

How many Watts do I need now with the new LED bulbs?2020-08-17T13:30:53+01:00

Lumens and Kelvins are the new unit of measurement for light bulbs.

In the past, the strength of light bulbs was measured in watts, which is actually a measure of power. This isn’t a useful unit of measurement for new energy-saving light bulbs, which consume much less power than old-style incandescent light bulbs. So because comparisons based on wattage are no longer meaningful, the strength of new energy-saving light bulbs is expressed in lumens, which measures instead the amount of light produced; and kelvins – the colour of the light. The higher the number of lumens, the brighter the light. The bulb left is a 60W incandescent squirrel bulb compared to the 4W LED version on the right,  the 4W LED version is a bit brighter than the 60W incandescent despite using 15 times less electricity. This is why we can’t use Watts any more to choose or compare light bulbs. So instead think about: “How many lumens do I need”?  i.e. the Brightness; and “What Colour Temperature do I want”? Warm, White or Bright. If it’s all just too much! as a very rough guide please see below.
Why is my lampholder not working is it faulty?2018-08-09T15:10:39+01:00

Probably not. Inside the lamp holder there are two grooves. The insert should be slotted into the grooves. If it isn’t inserted correctly then the lamp holder will not connect to the bulb properly. You could also check that the earth wire is not preventing the switch from seating properly so the pins are not depressed enough to make the safety contact.

How do I wire up an ES lampholder?2019-10-03T17:26:05+01:00
Lampholder Wiring diagram
Which wattage bulb can I use with your lamp holders?2019-05-13T11:49:40+01:00

Our BC and SBC range of lampholders are both 2 amp rated so you can use a bulb up to 60W.
Our ES are higher amp rated at 4 amps so you can use a bulb of up to 100W. Most LED bulbs are now only a few Watts.
Please see our Light Bulbs FAQs for more details and help in choosing the right LED bulb.

The other consideration when choosing a bulb is what shade will be used. Generally the shade should have the same wattage rating as the bulb. So whilst you can rate the lamp holder this could change with the use of a fabric or paper shade and caution should be taken and advice taken from a qualified electrician.

How do I know how much cable I need to order?2018-10-02T13:12:33+01:00

Creating a mock up design using string is a common solution. Once you are happy with your design simply measure the string for your required flex length.

How do I stop my lamp flex from fraying?2018-09-21T08:37:59+01:00

The simplest most common solution is to apply electrical tape around the end of the cable and then cut over the tape.

What’s the difference between a single & double pole switch?2019-05-28T11:55:43+01:00

Single pole switches the Live
Double pole switches the Live and Neutral

The use of double pole switching guards against the dangers associated with a Live/Neutral reversal. In this circumstance a single pole would break the circuit on the neutral leg and the device would not operate HOWEVER lurking within would be the Live and the associated danger of electrocution. If both Live and Neutral are switched then this possibility is removed.

In summary so long as everything is wired correctly single pole will suffice but to guard against a Live/Neutral reversal double pole switching will always ensure safe disconnection.

How do I hang a shade with a 10mm hole?2020-02-06T12:35:26+00:00

Use one of our 10mm galleries as shown below. The central brass all thread undoes and goes through the 10mm hole in your shade then re attach the cord grip to secure the shade. You then choose the flex you want to hang down to your cord grip lampholder and up through the hole in the hook via some lamp chain to your ceiling hook.

10mm shade carrier

10mm shade carrier

Which wire is which on the clear flex?2019-10-03T17:23:17+01:00

To enable the ‘clear look’ to our clear flex, the individual wires are not coloured. Therefore you will need a voltage tester to establish which of the wires are live and neutral. Please always consult a qualified electrician if in any doubt as to the safe use of our products in your project.

What bulb fitting and size do I require?2020-06-05T11:41:32+01:00

SBC – small bayonet cap fitting takes a SBC bulb. Also known as B15d . Measures 15mm across.
BC – bayonet cap fitting takes a BC bulb. Also known as B22d. Measures 22mm across.
SES – small edison screw fitting takes a SES bulb. Also known as E14. Measures 14mm across.
ES – edison screw fitting takes an ES bulb. Also known as E27. Measures 27mm across.
GES – giant edison screw fitting takes a GES bulb. Also known as E40.

What is the current Plug Legislation?2018-09-24T15:31:45+01:00

Our UK plugs comply with the British Standard regulations BS 1363-1 – the specification for rewirable and non-rewirable fused plugs governed by The National Safety Standard of UK plugs.

Do you supply samples?2020-02-27T15:02:25+00:00

We do supply samples of our chain flex and candle tubes, just click on the images for more details

Lighting_chains light_cable_samples
Still not sure if I need 2 or 3 core flex?2020-01-21T15:05:46+00:00
Flex types

When using any metal light fittings you need to earth the fitting to reduce the risk of electric shock. You therefore need to use our 3 core light flex in either our round or twisted braid as both have live, neutral and earth wires. Our 2 core braided flex only has live and neutral wires and therefore is only suitable for use with non-metal light fittings.  If in any doubt please always refer to a qualified electrician.

Watch video in new window
Which wall dimmers can I use with your bulbs & how many bulbs can I have?2019-05-13T11:51:06+01:00

We recommend you use dimmers with our LED bulbs so allowing greater flexibility in differing daylight conditions. Your existing dimmer switches may not work properly with LED bulbs if they are leading edge dimmers and this may lead to a shortened bulb life, a lower light output and a buzzing sound. For an optimum performance, you must use trailing edge dimmers which have lower minimum loads and are designed to be used with LED bulbs. Dimmer switches have a minimum and maximum rating (Watts). LED loading cannot however be calculated in the same way as a traditional incandescent or halogen bulb. A good rule of thumb to apply (one that is used by most manufacturers) is to take the maximum rating of your selected dimmer switch and then divide it by 10. As an example – if you have a dimmer switch with a maximum rating of 200W (rule of thumb translates to 20W) so you can run five of our 4W Squirrel Cage dimmable LED light bulbs.

I’m having trouble putting the side entry kit together?2019-10-01T18:39:45+01:00

These parts are usually put together for customers as you need to switch the reducer round. If it is not assembled for whatever reason you just need to do the following:

  • Undo the reducer screwed on the top of the bung.
  • Screw the side entry tube onto the bung where the reducer came off.
  • Put the reducer on top of the side entry tube ready for your lampholder.

The side entry tube is now the right way up so the flex can be gripped by the black cord grip above the entry hole in the tube.

Not sure about wiring up your lighting or which regulations apply?2020-08-17T14:47:57+01:00
  • Are you qualified? Installing our lighting is not difficult if you are competent, but carried out incorrectly can prove dangerous. Electrical work is a skilled profession requiring expert knowledge with ever changing accreditation therefore electrical contractors are required to regularly update their qualifications. We strongly advise you instruct a fully qualified NICEIC registered electrician. As a supplier we are not qualified or insured to advise you on how to wire up your lighting schemes. Please be aware that when selling a home you may need to provide certification for any electrical work undertaken.
  • Can I use your products in my Bathroom? IP rated lighting must be used in bathroom areas where water is likely i.e. zones 1 and 2. Unzoned areas can use standard lighting without an IP rating, See our handy diagram for more help. Bathroom Zones Explained
What bulbs can I safely use with your Card Candle Tubes?2019-05-16T16:43:23+01:00

Our Candle tubes can generally be used with bulbs up to 40 watts, not a problem with a new LED bulb – usually only a couple of watts.

Candle Tube Flammability Certificate

Please see Test Certification below

Do you provide any additional Services?2020-04-01T16:19:18+01:00
  • Need a Restorer?  You can find one here BAFRA
  • Need an Electrician to put our products together? You can find one in your area here NICEIC or here ECA

Want a Catalogue to download?

Catalogue download

Lamp holders

Ceiling Roses

Lighting Flex

Lighting Components

Lighting chain

Inline light swicthers, dimmers and plugs

Light shades and Carriers

Dimmable LED bulbs

Candle tubes

Ceiling pendant light kits

Table Lamp kits

Wall light designs

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