FAQ

Answers to the questions we are asked most. Everything here matches our Shipping Policy and Return and Refund Policy — if anything is unclear, email us and a real person will answer.

How long does shipping take?

Orders are usually processed within 1–2 working days, Monday to Friday, excluding public holidays. Transit is a further 4–7 working days, so most orders arrive within 5–9 working days of being placed. High-volume periods can add a day or two to processing.

Do you offer free shipping?

Yes. Standard delivery is free on every order within the UK, with no minimum spend. We deliver within the UK only.

Where do you ship from?

Orders are packed by our fulfilment team and delivered by courier. We do not have a showroom, and pick-up or click-and-collect is not available.

How can I contact support?

Email support@velnoalighting.com. We are here Monday to Sunday | 9:00 AM – 5:00 PM (UK time) and usually reply within 12 hours.

Can I return my order?

Yes. You have 30 days from the delivery date to request a return, under our Return and Refund Policy. Items must be unused, uninstalled and in their original condition and packaging. Contact us first — returns arranged without contacting us cannot be processed.

Who pays for return shipping?

If the issue is ours — wrong item, damaged in transit, or faulty on arrival — we cover the cost of the return. If you have simply changed your mind, return shipping is your responsibility.

How long does a refund take?

Once your return arrives and is checked, approved refunds are issued to the original payment method within 7 working days. Depending on your bank it can take a few more days to appear on your statement.

What should I do if my item is damaged or incorrect?

Email support@velnoalighting.com with your order number and clear photos of the issue. We will review it and tell you the next steps. Nothing here limits your statutory rights under UK consumer law.

Can I cancel my order?

Contact us as soon as possible. If your order has already been processed or dispatched, cancellation may no longer be possible and the return process will apply instead.

How do I know which size to choose?

Every product page lists the light's dimensions, drop or cord length, light source and fitting. As a rule of thumb, a pendant over a dining table should be about half to two-thirds the width of the table. If you are unsure, email us before ordering and we will help.

Do I need an electrician?

Plug-in lamps, solar and battery lights need no wiring. Ceiling lights, pendants, chandeliers and hardwired wall lights should be installed by a qualified electrician.

What payment methods do you accept?

Visa, Mastercard, American Express, Discover and Diners Club, plus PayPal, Shop Pay, Google Pay and Apple Pay on supported Apple devices. All payments are processed in British Pounds (GBP). Full detail is on our Payment Policy page.

How do I track my order?

You will receive a tracking link by email once your order is dispatched. You can also use our Track Your Order page.