FAQs
Find answers to the most common questions about Velunora Home orders, delivery, returns, payments, and product care.
Orders
```How do I place an order?
Simply choose your product, select the available options, add it to your cart, and complete checkout using one of the available payment methods.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us as soon as possible at support@velunorahome.co.uk. We cannot guarantee changes once an order has entered processing or has been dispatched.
Will I receive an order confirmation?
Yes. After placing your order, you should receive an order confirmation email at the email address used during checkout.
Delivery
```Where do you deliver?
We currently deliver to customers within the United Kingdom.
How much does delivery cost?
We offer Free Standard Tracked UK Delivery on all orders.
How long does delivery take?
Orders are normally processed and fulfilled within 2 business days. After dispatch, delivery normally takes 5–8 business days. Most orders therefore arrive within approximately 7–10 business days from the date of purchase.
How can I track my order?
Once your order has been dispatched, you will receive tracking details where available. You can also use our Track Your Order page. Tracking updates may take up to 48 hours to appear after dispatch.
What should I do if my order has not arrived?
If your order has not arrived after the estimated delivery period, please contact us with your order number at support@velunorahome.co.uk and we will help investigate the delivery status.
Returns & Refunds
```Do you accept returns?
Yes. You have 30 days after receiving your order to request a return. Items must be unused, in the same condition that you received them, and in their original packaging.
How do I start a return?
Please contact us first at support@velunorahome.co.uk with your order number and reason for return. We will then provide the correct return instructions and authorised return address.
Can I return a product if I changed my mind?
Yes, you can request a return within 30 days of receiving your order, provided the product is unused, in its original condition, and in its original packaging. Return shipping costs for change-of-mind returns are normally the customer’s responsibility.
What if my item arrives damaged or faulty?
Please contact us as soon as possible with your order number, clear photographs or videos of the issue, photographs of the packaging, and a photograph of the shipping label. Once reviewed, we will offer an appropriate solution, such as a replacement or refund.
When will I receive my refund?
Once your return has been received and inspected, approved refunds will be issued to your original payment method. Your bank or payment provider may require additional time to make the funds available.
Where should I send my return?
Do not send products to our registered office or to the sender address shown on the parcel unless our support team specifically instructs you to do so. We will provide the correct return address after your return request is approved.
Products
```Are bulbs included with the lamps?
Bulb inclusion varies depending on the product. Please check the product description and specifications carefully before placing your order.
Are your product colours exactly the same as the photos?
We aim to display product colours as accurately as possible. However, slight variations may occur because of screen settings, photography lighting, manufacturing tolerances, and natural differences in materials or finishes.
Do your outdoor lights need professional installation?
Installation requirements depend on the product. Always read the product description, specifications, and included installation guidance. Electrical products requiring fixed wiring should be installed by a qualified professional.
How should I care for my lighting products?
We recommend cleaning products gently with a soft, dry cloth. Avoid harsh chemicals, excessive water, and abrasive materials unless the product instructions expressly state otherwise.
Payments & Security
```What payment methods do you accept?
Available payment methods are shown at checkout and may include debit or credit cards, PayPal, and other secure payment options.
Is checkout secure?
Yes. Our checkout is provided through Shopify and trusted payment providers using secure, encrypted connections.
Do you store my complete card details?
We do not normally receive or store your complete payment-card number or security code. Payment information is processed securely by the payment provider selected during checkout.
Need more help?
```If you cannot find the answer you need, please contact our support team.
Email: support@velunorahome.co.uk
Phone: +44 20 4178 0935
Customer Service Hours: Monday to Saturday, 9:00 AM–6:00 PM UK time
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