Shipping policy

Below are the details of how we process and ship Lanterina orders. If anything here is unclear, email support@velnoalighting.com and we will help.

Processing Time

Processing time: 1–2 working days. This is the time we take to pick, pack and dispatch your order, before it enters the delivery times below.

We process Monday to Friday, excluding public holidays. High-volume periods can add 1–2 extra processing days; we will note any longer-than-normal delay on the Site. Order cut-off is 5:00 PM (UK time) — orders placed after the cut-off, on weekends, or on public holidays are picked up the next working day.

Where We 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.

Where We Ship

We deliver within the United Kingdom only — England, Scotland, Wales and Northern Ireland. We are not able to deliver to any other country at this time.

Shipping Methods & Times

Once your order ships, the tracking number is emailed to you automatically. Typical delivery time is 5–9 working days from the day you order (1–2 working days handling plus 4–7 working days transit).

Shipping Costs

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

Prices

All prices are shown and charged in British pounds (GBP). The price you see at checkout is the total you pay — there are no additional taxes or handling fees added afterwards.

Duties & Import Taxes

The price you pay at checkout is final — there are no import duties or customs charges for you to pay on delivery.

Tracking

You will receive a shipment confirmation email with a tracking link as soon as your label is generated. Please allow 24 hours for the first scan to appear in the carrier's system.

Shipping Address Changes

If you need to change your shipping address, contact us as soon as possible. We can update the address before it has been dispatched. Once the label is generated or the package is in transit we usually cannot change it.

Lost, Stolen, or Damaged Packages

If your tracking shows “delivered” but you cannot find the package, please wait 24–48 hours (carriers sometimes scan early) and check with neighbours and your building. If it still has not arrived, contact us and we will open a carrier investigation and make it right. Packages damaged in transit are covered — send us a photo and we will arrange a replacement.

P.O. Boxes & Parcel Lockers

We deliver to UK P.O. Boxes and parcel lockers. Transit times can be slightly longer than a street address.