FAQs

Orders & delivery

How long will my order take?

Orders are processed within 1–3 working days. Standard delivery then takes 5–10 working days, and express delivery 2–5 working days where available. You will get a confirmation email with tracking once your parcel is on its way.

Where do you ship to?

Delivery destinations and full details are set out in our shipping policy.

How much is delivery?

Delivery is calculated at checkout based on your order and address, so you see the exact cost before you pay.

My tracking has not updated.

Please allow up to 48 hours after dispatch for tracking to start moving. If it still shows nothing after that, get in touch and we will chase the carrier for you.

Returns & refunds

What is your returns window?

14 days from the day your order arrives, in line with UK consumer regulations. Items need to be unused, in their original packaging, with proof of purchase.

How do I start a return?

Message us through the contact page within 14 days of delivery with your order number and the reason. Please wait for approval before sending anything back — returns posted without it may not be accepted.

Who pays return postage?

You do, unless the item is faulty or we sent the wrong thing — in which case we cover it.

When will I get my money back?

Once your return arrives and passes inspection, refunds go to your original payment method and typically land within 5–10 working days depending on your bank.

What cannot be returned?

Perishable goods, personal care and hygiene products, custom or made-to-order items, gift cards, and anything marked final sale.

Problems with an order

My item arrived damaged.

Contact us within 48 hours of delivery with clear photos of the item and the packaging. We will arrange a replacement or refund.

I have been sent the wrong item.

Same process — photos within 48 hours and we will put it right at our cost.

Products

Where do I find dimensions?

Full dimensions are listed on every product page under the description. If something is missing, ask us and we will measure it.

Do colours look exactly like the photos?

Close, but screens vary. Natural materials like ceramic, wood and stone also carry small variations piece to piece — that is the point of them.

Are bulbs included with your lighting?

Check the individual product page — where a fitting includes an integrated LED or a bulb, we say so in the description.

Still stuck?

Message us through the contact page. We answer everything ourselves and we do not use scripts.