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 8–10 business days after dispatch. Delivery timeframes are estimates and may vary.

We may use Royal Mail, Evri, or Yodel. The courier is selected based on parcel size, weight, and delivery location.

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 your parcel has not arrived within 15 business days after dispatch, please contact us with your order number.

We will investigate with the courier and arrange a replacement or refund where appropriate, in line with our policies.

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

Please email info@lyralighting.solutions 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.

Returns are accepted on all items in original packaging and reasonable condition. A £5.99 return delivery fee applies for standard returns.

Refunds are issued to the original payment method in line with our Returns & Refunds Policy.

Email returns@lyralighting.solutions with your order number to request a return.

Returns Address:
Lyra Lighting Solutions
12 Farwig Lane
Bromley
BR1 3RB
United Kingdom

Once the item is received and inspected, approved refunds are processed within 10 business days.

For standard returns within 30 days, customers pay a £5.99 return delivery fee, unless the item arrived damaged or incorrect.

If an item arrives damaged or incorrect, please contact us and we will advise the next steps in line with our policies.

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

Replacement support may still be available if you purchased TotalCover at checkout, subject to the TotalCover terms.

TotalCover is an optional paid protection plan available at checkout.

It provides replacement support for eligible claims after the initial 30-day return period, subject to the TotalCover terms and approval.

TotalCover operates separately from standard returns and does not replace your statutory consumer rights.

View TotalCover terms →

TotalCover is available in 1-year and 3-year options, depending on what you select at checkout.

Plans may be available as a one-off payment or as monthly payments collected by Direct Debit, depending on the option selected at checkout.

You may cancel TotalCover at any time by emailing returns@lyralighting.solutions with your order number.

If you cancel within 14 days of purchase and no claims have been made, payments made will be refunded.

After 14 days, payments already made are non-refundable and future payments stop once cancellation is processed.

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 Solutions does not store your full card details.

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

Claims & returns: returns@lyralighting.solutions

General information: info@lyralighting.solutions

Product enquiries: enquiries@lyralighting.solutions

Phone: 02081531842

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