Frequently Asked Questions

Orders are processed within 1–3 business days (Monday to Friday, excluding UK bank holidays).

Free UK standard delivery typically arrives within 7–12 business days after dispatch.

Total delivery time from order placement is typically 8–15 business days, including processing and transit.

Delivery times are estimates and may vary due to courier workload, weather conditions, public holidays, or seasonal demand.

We currently ship within the United Kingdom only. International shipping is not available at this time.

We work with established UK carriers, which may include Royal Mail, Evri, and Yodel.

The carrier is selected based on parcel size, weight, and delivery destination.

Yes. Tracking details are sent by email once your order has been dispatched.

Tracking updates may take 24–48 hours to appear after dispatch.

If tracking details have not been received within 5 business days, contact enquiries@lyralighting.co.uk.

If your order has not arrived within 15 business days after dispatch, contact us with your order number so we can investigate with the courier.

Where appropriate, a replacement or refund will be arranged in line with our Returns & Refunds Policy.

If a parcel is confirmed as lost in transit, a replacement or refund will be issued where appropriate.

Customers are responsible for ensuring delivery details are accurate at checkout.

We are not responsible for delays, losses, or returns caused by incorrect or incomplete address information.

Additional shipping charges may apply for re-delivery of returned parcels.

If your order arrives damaged, notify us within 48 hours of delivery by emailing returns@lyralighting.co.uk.

Please include photos of the outer packaging, the damaged product, and your order number.

Once verified, a replacement or refund will be arranged in accordance with our Returns & Refunds Policy.

If your order has not been dispatched, we may be able to update your delivery address.

Please email info@lyralighting.co.uk as soon as possible with your order number and the correct address.

Orders may be cancelled for a refund before dispatch.

Once an order has been dispatched, it cannot be cancelled or modified. If you decide not to keep the item after delivery, you may return it in accordance with our Returns & Refunds Policy.

Returns are available within 30 days of delivery.

Items may be opened, installed, or used for inspection purposes, provided they are returned in their original packaging and in resalable condition, in line with our policy.

For standard returns within the 30-day period, customers are responsible for a £5.99 return shipping fee.

Approved refunds are issued to the original payment method and are processed within 10 business days after the returned item has been received and inspected.

We do not charge restocking fees.

Full details are in our Returns & Refunds Policy.

An item is considered resalable if it functions properly, has no defects, includes all original components and packaging, has not been modified, and shows no significant wear or damage.

Items will not be accepted for return if they are visibly damaged or broken, parts are missing, the item has been modified, or there are burn marks, stains, or significant wear.

Inspection purposes means testing the product to determine if it meets your needs and expectations.

Unopened items: can be returned within 30 days.

Opened items (not installed): can be returned within 7 days of receipt.

Installed items: can be returned within 3–5 days of installation (testing in your space).

After 5 days of installation, items may not be eligible for return unless faulty. If you are unsure, contact returns@lyralighting.co.uk before returning.

Email returns@lyralighting.co.uk with your order number to request a return before sending any items back.

Returns sent without prior approval may not be accepted.

Returns Address:
Lyra Lighting LTD
162 Adamsrill Road
London
SE26 4AX
United Kingdom

For standard returns within 30 days, customers pay a £5.99 return shipping fee.

If an item arrives damaged, faulty, or incorrect, return shipping costs will be covered by Lyra Lighting LTD, in line with our policy.

Original delivery charges are non-refundable, unless required by law.

After 30 days from delivery, items are no longer eligible for standard returns or refunds.

Orders may still be eligible for replacement or support if covered under an applicable protection plan, subject to its specific terms and conditions.

No. Nothing in our policy affects your statutory rights under UK consumer law. These rights apply independently and cannot be excluded.

Bulbs are not included unless clearly stated on the product page.

Fixtures with integrated LED modules include the light source as part of the fitting.

Dimmability depends on the specific product.

Each product page states whether the product is dimmable and any relevant compatibility information.

Some lights may be suitable for bathrooms depending on their IP rating and placement.

Please check the product specifications and consult a qualified electrician where needed.

We accept major debit and credit cards including Visa, Mastercard, and American Express.

Fast checkout options such as Apple Pay, Google Pay, and Shop Pay may also appear depending on your device.

Payments are processed securely through Shopify and our payment providers. Lyra Lighting LTD does not store your full card details.

Your payment method is charged when your order is placed and confirmed at checkout.

We may collect contact details, order and transaction information, communications, and device and usage information.

Full details are available in our Privacy Policy.

We use cookies to operate the website, analyse traffic, and improve browsing experience.

Where enabled, cookies may include analytics and marketing technologies such as Google Analytics and advertising pixels. You can manage preferences via the cookie banner and your browser settings.

More detail is in our Privacy Policy.

Lyra Lighting LTD is the data controller for this website. Our store is hosted on Shopify.

We may share personal data with service providers for payments, delivery, email services, analytics, and advertising, where necessary to operate the store.

More detail is in our Privacy Policy.

Claims & returns: returns@lyralighting.co.uk

General information: info@lyralighting.co.uk

Product enquiries: enquiries@lyralighting.co.uk

Phone: 0203 916 6296

Available Monday to Friday, 9 am to 5 pm. We aim to respond within 24–48 hours.