Frequently Asked Questions

Browse our website, select the product you'd like, and add it to your cart. When you're ready, proceed to checkout and enter your delivery address and payment details. You'll receive an order confirmation email within a few minutes of a successful payment.

If you don't receive a confirmation email within 30 minutes, check your spam folder or contact us at support@havelalights.com.

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

Once an order has been shipped, it can no longer be changed or cancelled — but you may return it within 30 days of delivery under our Return & Refund Policy.

Once your order has been dispatched, you'll receive a shipping confirmation email with a tracking number. You can use this at any time on our Order Tracking Page.

If your tracking hasn't updated in several days or your order seems stuck, contact us at support@havelalights.com and we'll investigate on your behalf.

1. Check your spam or junk folder — confirmation emails occasionally land there.
2. Verify that the email address entered at checkout is correct.
3. Contact us at support@havelalights.com with your name and approximate order date and we'll look into it right away.

First, check your tracking on our Order Tracking Page. Delivery can take up to 14 business days from dispatch and may be longer during public holidays or peak periods.

If tracking shows no update for more than 5 business days, or the estimated window has passed, contact us at support@havelalights.com and we'll open an investigation with the carrier.

We currently ship to the United Kingdom and all European Union member states. If your country is not available at checkout, contact us and we'll do our best to help.

Business days are Monday to Friday, excluding public holidays. Delivery may take longer during busy periods such as sales events or national holidays.

Shipping is completely free on all orders to the UK and EU. There is no minimum order value required.

Orders placed before 10:00 PM GMT (UTC+0), Monday to Friday will begin processing the same business day. Orders placed after this time, or on weekends and public holidays, will begin processing on the next available business day.

Our goods are dispatched from outside the UK and EU. Depending on the declared value of your order and your country's customs rules, import duties or local taxes may be applied upon arrival.

Contact us as soon as possible at support@havelalights.com with your order number and the correct address. We'll do our best to update it, but cannot guarantee changes once an order has been processed or dispatched. Please double-check your address carefully at checkout.

We accept the following secure payment methods:

• Visa — credit & debit
• Mastercard — credit & debit
• American Express — credit
• Apple Pay — digital wallet
• Bancontact — online banking (Belgium)
• PayPal — digital wallet

For full details, see our Payment Policy.

EU customers are charged in Euros (EUR). UK customers are charged in Pounds Sterling (GBP). The correct currency will be shown at checkout based on your location. If your account is in a different currency, your bank may apply a conversion fee — this is outside our control.

Yes. All transactions are processed through PCI-DSS compliant payment gateways and our website is protected by a valid SSL/TLS certificate, ensuring all data between your browser and our server is fully encrypted.

We never store your full credit card or payment details. All sensitive payment data is handled exclusively by our certified payment processors.

1. Double-check your card number, expiry date, and CVV code.
2. Ensure your card is authorised for online and international purchases.
3. Check that you have sufficient funds or that your spending limit hasn't been reached.
4. Try a different payment method from our accepted list.
5. Contact your bank or card issuer directly if the issue persists.

Still having trouble? Email us at support@havelalights.com and we'll help you complete your order.

We accept returns within 30 days of delivery — exceeding the statutory 14-day cooling-off period required by UK and EU consumer law. Items must be:

• Unused and in their original condition
• Accompanied by all original labels, accessories, and packaging
• Securely packaged for return transit

For full details, see our Return & Refund Policy.

1. Visit our Returns Portal.
2. Upload the required evidence (photo or video where applicable).
3. Select the item(s) you wish to return and complete the form.
4. Once approved, you will receive the return address and full instructions by email.

Approved returns are sent to our warehouse in China. The full return address is provided by email once your return has been approved.

Return shipping costs are the customer's responsibility. We do not provide prepaid return labels. You may use any courier of your choice — we strongly recommend a tracked and insured service.

International customs charges and clearance fees for returns to China are also the customer's responsibility. Please share your tracking number with us at support@havelalights.com as soon as you've shipped your return, and keep it until you receive written confirmation from us that it has been received.

• Statutory withdrawals (within the legal 14-day cooling-off period under UK Consumer Contracts Regulations 2013 or EU Directive 2011/83/EU): refunds are always issued to your original payment method. Store credit cannot be substituted.
• Goodwill returns (days 15–30, within our extended 30-day window): you may choose between a refund to your original payment method or store credit.

Contact us at support@havelalights.com or use the Returns Portal and upload the required evidence:

For confirmed defects, we will send a free replacement at no cost to you — you do not need to return the defective item. Where a replacement is not possible or has failed, a full refund will be issued in accordance with your statutory rights.

Contact us at support@havelalights.com with your order number. We will arrange a reshipment or replacement of the missing item at no additional cost to you.

• Items that have been used, altered, or damaged after delivery (beyond what is necessary to inspect the product).
• Items returned without original packaging, labels, or accessories.
• Custom-made or personalised items, unless required by applicable law.
• Items where only the outer packaging was damaged in transit and the product itself is intact.

We offer a wide range of lighting for every room and style:

• 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 and reading lamps

Our products are intended for customers in the UK and EU. If you have a specific question about the electrical specifications, wattage, or fitting type of a product before purchasing, contact us at support@havelalights.com and we'll be happy to assist.

Yes. Please visit our Warranty Policy for full details on what is covered, the duration of coverage, and how to make a warranty claim.

The best way to reach us is by email at support@havelalights.com. We do not currently offer phone or live chat support. For quick access to common resources, visit our Contact Page.

We aim to respond to all enquiries within 24–48 hours, Monday to Friday, excluding public holidays (GMT, UTC+0). Enquiries received on weekends or public holidays will be picked up on the next available business day.

We always encourage you to contact us first at support@havelalights.com. If a satisfactory resolution cannot be reached:

• EU customers: Contact your national consumer dispute resolution body via the European Commission's consumer rights portal: commission.europa.eu
• UK customers: Contact Citizens Advice at www.citizensadvice.org.uk or refer your complaint to an approved Alternative Dispute Resolution (ADR) body.