FAQs
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 been processed or 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 usually processed within 1–2 business days. After dispatch, delivery usually takes 5–8 business days. The total estimated delivery time is usually 7–10 business days from the date your order is placed.
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 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, as long as the product is unused and in its original packaging. Return shipping costs for change-of-mind returns are the customer’s responsibility.
What if my item arrives damaged or faulty?
Please contact us as soon as possible with your order number, photos or videos of the issue, and photos of the packaging. Once reviewed, we will offer a suitable 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 take additional time to make the funds available.
Products
Are bulbs included with the lamps?
Bulb inclusion may vary depending on the product. Please check the product description 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 due to screen settings, lighting, and natural differences in materials or finishes.
Do your outdoor lights need professional installation?
Installation requirements depend on the product. Please always read the product description and follow the included installation guidance. If you are unsure, we recommend asking 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, or abrasive materials unless the product instructions say otherwise.
Payments & Security
What payment methods do you accept?
Available payment methods are shown at checkout and may include card payments, PayPal, and other secure checkout options.
Is checkout secure?
Yes. Our checkout is secure and protected through Shopify and trusted payment providers.
Need more help?
If you cannot find the answer you need, please contact our support team.
Email: support@velunorahome.co.uk
Phone: +44 2041780935
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM UK time