Delivery & Shipping Policy

Free delivery across the UK. Orders placed before 2:00 pm are dispatched the same working day.

Delivering to the UK only

We currently send orders to addresses in England, Scotland, Wales and Northern Ireland. We do not ship outside the UK at present. If that changes, this page will say so first.

Delivery is free

Standard delivery is free on every order, to every UK address, with no minimum spend and no small-order surcharge.

Order cut-off

Orders placed before 2:00 pm (UK time) on a working day go into that day's dispatch queue. Orders placed after 2:00 pm, or at any time at the weekend, are picked up on the next working day.

Dispatch and transit

"Working days" means Monday to Friday, excluding English bank holidays. Orders are dispatched Monday to Friday only; nothing leaves us at the weekend.

What happens after you order

1. You receive an order confirmation email straight away.
2. When your parcel leaves us you receive a dispatch email with tracking details.
3. The tracking link normally becomes active within 24 hours of dispatch.

Tracking shows no movement?

Allow 48 hours from the dispatch email before worrying — carrier scans can lag at the start of a journey. If tracking has not updated for three working days, email us with the order number and we will chase it and, where necessary, replace the parcel.

Delivery addresses

We can only deliver to the address given at checkout. Please check it carefully: we cannot redirect a parcel once it has been collected by the carrier. If you spot a mistake, email us immediately — we can usually correct it if the order has not yet been packed. We do not deliver to PO boxes.

Highlands, islands and some rural postcodes

Delivery is still free, but may take a day or two longer than the estimate above. We would rather tell you that than promise something the carrier will not deliver.

Northern Ireland

We do deliver to Northern Ireland. Lighting products sent to Northern Ireland must carry UKNI marking rather than UKCA marking; every product we send there is correctly marked for that market.

Nobody home

Carriers will normally leave a card and attempt redelivery, or leave the parcel with a neighbour or in a safe place if you have chosen that option with them. We cannot instruct the carrier to leave a parcel without your authorisation.

Parcels that come back to us

If a parcel is returned to us because it was not collected, the address was wrong, or redelivery attempts were exhausted, we will contact you. We will refund the order less any return-to-sender cost the carrier charges us, or redispatch it once you have paid the redelivery charge.

Damaged in transit

Photograph the packaging and the product before unpacking further, then email us within 48 hours of delivery. We will replace or refund it. Do not fit a damaged electrical fitting.

Late delivery

If we miss the estimate above, tell us. Where a delay is our fault we will refund your delivery cost — though on free-delivery orders that is nil — and, where you would rather not wait, we will cancel and refund in full.

Returns & Refunds Policy

30 days to return, return postage covered, no restocking fee.

The short version

Your statutory right to cancel

Separately from the policy above, under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it, for any reason and without giving one. You then have a further 14 days to send the goods back. We do not require goods to be unopened in order to exercise this right, but we may make a deduction for diminished value if the goods have been used, fitted or handled beyond what is reasonable to assess them.

Our own 30-day policy sits alongside that right and is more generous. Where it applies, it requires the item to be unused and in its original packaging.

How to return something

1. Email support@lunovialon.co.uk with your order number and the reason for the return.
2. We will reply with return instructions and confirm the address.
3. Repack the item in its original packaging, include the return label supplied in your parcel, and post it back to us.
4. Keep your proof of postage until your refund arrives.

Please do not send anything back before contacting us. Parcels that arrive without an order number inside take much longer to match up and refund.

Condition of returned items

We accept items that are unused, unfitted and in their original packaging, with any bulbs, fixings, remote controls and paperwork included. Please do not write on the product box or tape the label directly to it — use an outer bag or box.

Because these are electrical products, we cannot accept returns of items that have been fitted to a ceiling or wall, wired in, or modified in any way. This is a safety matter, not a preference: we cannot resell a fitting that has been installed. Lamps and bulbs that have been used are also excluded.

Faulty, damaged or not as described

This is separate from a change-of-mind return, and your rights are unaffected by the conditions above.

• Within 30 days of delivery — you are entitled to a full refund. You do not have to accept a repair or replacement instead.
• After 30 days and within 6 months — you are entitled to a repair or replacement. If neither is possible, or neither happens within a reasonable time, you are entitled to a refund.
• After 6 months — your rights continue under the Consumer Rights Act 2015, though the burden of showing the fault was there at delivery shifts to you.

In practice: email us, describe or photograph the fault, and we will sort out a replacement or refund. Do not fit or continue to use a fitting that is faulty, sparking or flickering dangerously — stop using it and unplug it.

Exceptions

We cannot accept returns for:

• goods that have been fitted, installed or wired in
• lamps and bulbs that have been used
• sealed items that have had their seal broken, where the seal is a hygiene or safety seal
• items that have been damaged by misuse, accident, incorrect installation or exposure to water in a fitting that is not rated for it
• bespoke or made-to-order items

When we do not receive a return

We will email you when your return arrives. If you have posted something back and heard nothing after ten working days, contact us with your proof of postage and we will investigate.

Refunds

We check returns within 3 days of receiving them and refund to the original payment method. Card refunds are issued by us immediately but take a further 3–5 working days to appear on your statement, which is set by your bank rather than by us. Refunds are always made in pounds sterling (GBP).

We refund standard delivery costs as well as the item price where the whole order is returned, or where the return is due to a fault or error on our part. On free-delivery orders that amount is nil.

Exchanges

We do not run a formal exchange process. The quickest route is to return the item for a refund and place a new order, which avoids the second parcel being held while the first is in transit.

Frequently Asked Questions

Dimmers, colour temperature, plugs, bathrooms and returns — the questions we are asked most.

Will this work with the dimmer switch I already have?

Usually it depends on the dimmer, not the light. Most modern LED dimmable fittings need a trailing-edge dimmer with a minimum load rating. The product page for each dimmable fitting states what it is compatible with; if yours is an older rotary dimmer installed before about 2010, email us a photograph of it before ordering. Non-dimmable LED fittings will flicker or buzz on any dimmer, so do not fit them to one.

Can I fit it myself?

Replacing a lamp or hanging a pendant on an existing ceiling rose is within the reach of a careful DIY-er who is confident at the consumer unit. Anything involving new cable, a change to the circuit, downlights cut into a ceiling, or bathroom fittings within the zones set out in the wiring regulations should be done by a qualified electrician. We will always say this rather than advise you to wing it. If you are unsure, you are unsure — that is the answer.

What colour temperature should I choose?

As a rough guide: 2700K is warm and close to a traditional bulb, restful in a living room, hall or bedroom. 3000K is slightly clearer, good for kitchens and general use. 4000K is neutral and works in a utility room or bathroom. 6000K and above is a crisp blue-white — excellent for a workshop or garage, often too clinical for a small bedroom. If you want the effect of an ordinary warm bulb, do not buy a 6500K fitting.

Why does my new light flicker?

Three usual causes: a dimmer, an incompatible LED driver, or a loose connection. If it is on a dimmer, the dimmer is the likeliest culprit. If it is on a normal switch and flickers from the start, stop using it and email us — that is a fault, not a quirk.

Will the plug fit a UK socket?

Every mains-powered product we sell that comes with a plug is supplied with a three-pin UK plug to BS 1363, fitted with the correct fuse. We do not ship EU or US plugs with adaptors.

Is the light suitable for a bathroom?

Only if the product page gives an IP rating suitable for the zone it is going in. Bathroom lighting is governed by zone rules and a fitting that is fine above a mirror may not be fine over a bath. If you tell us where it is going, we will tell you what the fitting is rated for.

Can I use it in a bedroom with a baby or young child?

Keep fittings and cables out of reach, do not place a night light where a child can pull the cable, and do not cover a light with fabric. Small parts such as remote controls and film discs are choking hazards and are not for children under three.

How long will the LEDs last?

Each product page gives the rated life in hours. In practice, most indoor LED fittings are rated 15,000–25,000 hours, which for typical evening use is many years. Heat is what shortens LED life, so do not box a fitting in or cover it.

Do you sell bulbs separately?

Only where the product page lists them. Many of our fittings are integrated LED and do not take a replaceable bulb.

Are the products energy rated?

Yes. Products that require an energy label in the UK have their energy efficiency class shown on the product page and supplied with the product, together with the product information sheet. We do not put energy ratings in marketing headlines, because a rating tells you about running cost rather than about how the light looks.

Why is there no showroom?

We are an online-only shop. It keeps our overheads low, which is what pays for free delivery and a 30-day return window. The trade-off is that you cannot see the light before buying, which is exactly why we describe the colour temperature plainly on every listing and answer questions before you order.

Can I change my order after placing it?

Email us straight away. If it has not been packed, we can usually change the address or cancel it. Once it is with the carrier we cannot recall it, but you can still refuse delivery or return it under the policy above.

Do you deliver outside the UK?

Not at present.

Can I order for a trade or a project?

Email us with what you need. We are small, so we cannot hold stock for a project, but we can tell you honestly what we can and cannot do.

How do I dispose of an old fitting?

Do not put it in household waste. See the recycling section in our Product Care & Help Guide.

Product Care & Help Guide

Fitting, cleaning and troubleshooting indoor lighting.

Fitting and installation

• Replacing a lamp or hanging a pendant on an existing ceiling rose is straightforward for someone confident with basic electrics.
• New cable runs, additional downlights, changes to a circuit, and anything in a bathroom zone should be done by a qualified electrician.
• Check the weight of the fitting against what the ceiling rose or bracket can take. Some larger fittings need a fixing into a joist.
• Do not trap cables between the fitting and the ceiling.
• Do not fit a fitting outdoors or in a wet room unless the product page says it is rated for it.

Plugs and power

• Mains products with a plug are supplied with a UK three-pin plug to BS 1363 and the correct fuse. Do not replace the plug or fit an adaptor to use a non-UK plug.
• Do not daisy-chain extension leads to reach a light, and do not run a cable under a rug or through a doorway.
• Unplug a night light or projector before cleaning it or moving it.

Dimmers

If a fitting is marked dimmable, use a trailing-edge dimmer with a suitable minimum load. If it is marked non-dimmable, it must not be used on a dimmer — this causes flicker, buzzing and shortened life. Mixed LED loads on one dimmer circuit can behave badly even when each product is individually compatible; if you have several fittings on one switch, tell us before ordering.

Getting the light right

Colour temperature is the decision that matters most, and it is the one most often made by accident.

Lumens measure how much light comes out, not how it feels. A 1600 lumen fitting at 2700K feels calm; the same output at 6500K feels clinical. Ceiling height and room size change this more than the figures do.

Cleaning

• Switch off and let the fitting cool before cleaning.
• Use a soft dry cloth, or a cloth very slightly dampened with water.
• Do not use abrasive cleaners, solvents or scented sprays on diffusers, shades or painted surfaces.
• Do not spray cleaner directly onto a fitting.
• Fabric shades can be dusted with a soft brush; do not wash them.

Projectors and night lights

• Keep the lens clean with a dry, soft cloth; a fingerprint on the lens blurs the whole projection.
• Film discs should be stored flat and handled by the edge.
• Do not point a projector directly at anyone's eyes.
• Remotes need their battery replaced periodically; dispose of the old one at a battery collection point, not in household waste.

If something goes wrong

Never continue to use a fitting that sparks, smells of burning, or gets unusually hot. Isolate it at the consumer unit and contact us.

Recycling and disposal

Lighting products marked with the crossed-out wheelie bin symbol must not be put in household waste. Take them to your local household waste recycling centre, or ask us and we will tell you where to take it. Lamps and bulbs containing electronics are covered too. Batteries — including button cells in remote controls — should be taken to a supermarket or council battery collection point.

Packaging is recyclable: cardboard and paper with paper, moulded pulp with cardboard, plastic bags at a supermarket collection point.

Manuals and spare parts

If you have lost an instruction sheet, email us the product name and order number and we will send a PDF. Common spare parts — fixings, ceiling brackets, remote controls — are sometimes available; ask and we will tell you honestly whether we can supply one.