Frequently Asked Questions

Browse our website, select the product you would like, and add it to your cart. When you are ready, proceed to checkout and enter your delivery address and payment details.

After successful payment, you should receive an order confirmation email. If you do not receive it within 30 minutes, please check your spam or junk folder first. If it is still missing, contact us at support@havelalights.com.

We process orders quickly, so changes and cancellations are only possible if your order has not yet been processed or dispatched. Please contact us immediately at support@havelalights.com with your order number.

Once an order has been dispatched, it may no longer be possible to change or cancel it. You may still be able to return eligible items after delivery under our Return & Refund Policy.

Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number, where tracking is available. You can track your order on our Order Tracking Page.

Please allow 24–72 hours for tracking to update after the tracking number has been issued. If your tracking has not updated for several business days, contact us and we will help investigate.

1. Check your spam, junk, or promotions folder.
2. Make sure the email address entered at checkout was correct.
3. Check whether your payment was completed successfully.
4. Contact us at support@havelalights.com with your name, email address, and approximate order date.

First, check your tracking information on our Order Tracking Page. Total estimated delivery is usually 6–13 business days, including order processing and shipping.

Delivery can take longer during public holidays, peak periods, customs processing, courier delays, or weather disruptions. If tracking has not updated for more than 5 business days or the estimated delivery window has passed, contact us at support@havelalights.com.

We offer delivery to selected countries and regions within the United Kingdom, European Union, North America, and Oceania.

Availability may depend on the product, delivery address, courier availability, customs restrictions, and checkout settings. If your address is not accepted at checkout, this means we may currently be unable to deliver to that location.

Processing business days are Monday to Saturday; carrier delivery days may vary by destination. Public holidays are excluded. Delivery times are estimates and may vary by destination, courier network, customs processing, public holidays, and peak shopping periods.

Havelalights currently offers free standard shipping for eligible orders to the regions where we offer delivery.

If a shipping cost applies to a specific order, delivery location, product, or shipping method, it will be shown clearly at checkout before you complete your purchase.

Our order cut-off time is 4:00 PM UK time, Monday to Saturday.

Orders placed after the cut-off time, during weekends, or on public holidays will begin processing on the next business day. The cut-off time determines when processing begins and does not guarantee same-day dispatch.

Some orders may be shipped internationally. Depending on your delivery country, your order may be subject to import duties, customs charges, local taxes, brokerage fees, clearance fees, or carrier fees.

We recommend checking with your local customs authority before placing an order if you are unsure about possible import costs.

Please contact us as soon as possible at support@havelalights.com with your order number and the correct address.

We will do our best to update the address if the order has not yet been processed or dispatched. Once an order has entered processing or has been handed to a courier, we may not be able to change the address.

If your order appears to be lost in transit, contact us at support@havelalights.com with your order number and tracking information.

We will review the tracking details and may contact the courier for an investigation. If the package is confirmed lost or cannot reasonably be located, we will provide an appropriate solution, such as a replacement shipment or refund, in accordance with applicable law.

We accept secure payment methods at checkout, where available. These may include:

• Visa
• Mastercard
• American Express
• Apple Pay
• iDEAL
• Bancontact
• PayPal
• Other payment methods displayed at checkout

Available payment methods may vary depending on your location, device, currency, and checkout settings. For full details, see our Payment Policy.

Prices are shown in the currency available for your market, checkout location, or selected store settings. Supported currencies may include EUR, GBP, USD, CAD, AUD, and NZD, depending on your location and checkout options.

If your bank account is in a different currency from the one shown at checkout, your bank or payment provider may apply conversion fees or international transaction fees. These charges are outside our control.

Yes. Payments are processed through secure third-party payment providers. We do not store full payment card numbers on our own systems.

Our website uses secure checkout technology, and sensitive payment data is handled by payment providers that are responsible for processing payment details securely.

1. Double-check your card number, expiry date, billing address, and security code.
2. Make sure your card is authorised for online and international purchases.
3. Check whether your bank requires additional verification.
4. Try a different accepted payment method.
5. Contact your bank or card issuer if the issue continues.

If you still need help, email us at support@havelalights.com.

We offer a 30-day return policy for eligible products. You may request a return within 30 days of receiving your order.

For change-of-mind returns, items must generally be unused, in their original condition, and returned with original accessories, labels, manuals, parts, and packaging where reasonably possible.

This policy applies to customers in the United Kingdom, European Union, North America, and Oceania, where Havelalights offers delivery. Your mandatory consumer rights remain unaffected.

For full details, see our Return & Refund Policy.

1. Visit our Returns Portal or email us at support@havelalights.com.
2. Enter your order details and select the item or items you wish to return.
3. Select the reason for your return.
4. For damaged, defective, incorrect, incomplete, or not-as-described items, upload the requested photo or video evidence.
5. Submit the return request.
6. Once your return is approved, we will send you the correct return address and instructions by email.

Approved returns are sent to our return warehouse in the Netherlands. The full return address is provided by email after your return request has been approved.

Please do not send returns to our registered company address in the United States, as that is not our return warehouse and returns sent there may not be processed.

For change-of-mind returns, return shipping costs are the customer's responsibility, unless applicable law requires otherwise. We strongly recommend using a tracked shipping service and keeping your proof of postage.

If your item is confirmed to be faulty, damaged, incorrect, incomplete, or not as described, we will provide an appropriate solution in accordance with our Return & Refund Policy and applicable law. Where applicable law requires us to cover return shipping costs, we will do so.

We will notify you by email once your return has been received, inspected, and approved for refund.

Refunds are normally issued to your original payment method.

Store credit may be offered for goodwill returns, but only where lawful and selected by you. Store credit will not be used as a substitute for a statutory refund where a cash refund is required by law.

Please contact us at support@havelalights.com or use the Returns Portal as soon as possible. Include your order number and clear photo or video evidence of the issue.

In the event of a confirmed defect, we will send a free replacement product. If replacement is not possible or cannot be arranged within a reasonable timeframe, you are entitled to a partial or full refund.

If applicable mandatory consumer law gives you additional rights or a different remedy, we will honour those rights.

Contact us at support@havelalights.com with your order number and a photo of the package contents where relevant.

Once the issue is confirmed, we will arrange a replacement item, missing-part shipment, or another appropriate solution at no additional cost to you.

The change-of-mind return policy does not usually apply to:

• Items that have been used, installed, altered, washed, modified, or damaged after delivery beyond what is necessary to inspect the product;
• Items returned without original accessories, parts, manuals, labels, or packaging where this prevents resale or reduces the value of the item;
• Custom-made or personalised items, unless they are faulty, incorrect, not as described, or returnable under applicable law;
• Items where only the outer packaging was damaged during transit and the product itself is intact, complete, and fully functional;
• Items returned without prior approval or to the wrong address, where permitted by law.

These exclusions do not limit your mandatory consumer rights for faulty, damaged, incorrect, incomplete, or not-as-described goods.

We offer a range of lighting for different rooms and interior styles, including:

• Ceiling lights — flush mount and semi-flush designs;
• Pendant lights — single and multi-pendant styles;
• Wall lights — sconces and decorative wall fixtures;
• Table lamps — for bedrooms, living rooms, and workspaces;
• Floor lamps — statement lamps and reading lamps.

Yes. Havelalights provides a 2-year limited warranty from the date of delivery for eligible products purchased directly from havelalights.com.

In the event of a confirmed defect, we will send a free replacement product. If replacement is not possible or cannot be arranged within a reasonable timeframe, you are entitled to a partial or full refund.

Your mandatory consumer rights remain unaffected. For full details, see our Warranty Policy.

Some lighting products may require professional electrical installation. Please check the product details, product instructions, and local installation requirements before installation.

Where professional installation is required by law, product instructions, or safety standards, the product should be installed by a qualified professional. Damage caused by improper installation, incorrect voltage, unsuitable electrical systems, or failure to follow instructions may not be covered by warranty, unless applicable law requires otherwise.

The best way to reach us is by email at support@havelalights.com. You can also visit our Contact Page.

Please include your order number, the email address used to place the order, and a clear description of your question so we can assist you faster.

We aim to respond to all enquiries within 48 hours.

Our customer service hours are Monday–Friday, 8:00 AM – 7:00 PM and Saturday–Sunday, 10:00 AM – 2:00 PM (UK time). Enquiries received outside these hours will be reviewed during the next available customer service period.

Our policies apply to customers in the United Kingdom, European Union, North America, and Oceania, where Havelalights offers delivery.

These policies are in addition to, and do not limit, any mandatory consumer rights that apply in your country, state, province, territory, or region.

You can review our main policies using the links at the bottom of this page.

We always encourage you to contact us first at support@havelalights.com so we can try to resolve the issue directly.

If a satisfactory resolution cannot be reached, you may have access to consumer protection or dispute resolution options depending on your location:

• EU customers: You may contact your national consumer protection authority or an available consumer dispute resolution body.
• UK customers: You may contact Citizens Advice or refer your complaint to an approved Alternative Dispute Resolution body where applicable.
• United States customers: You may contact your state consumer protection office or another relevant consumer protection authority.
• Canadian customers: You may contact the consumer affairs office in your province or territory.
• Australian customers: You may contact the ACCC or your state or territory consumer protection agency.
• New Zealand customers: You may contact Consumer Protection New Zealand or another relevant dispute resolution body.