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FAQ

Our products

Do you Only Sell Lighting?

For the time being we only focus on selling high quality lamps as listed on our store, however we are pleased to announce that our new range of home décor items will be increasing soon and updated regularly.

Can I customise the shape / size / colour of the light?

All our lamps are “sold as seen”, and per the description listed on the product page where you can find further details about the dimensions and materials used on each lamp.

Can I customise the light to have a shorter cable?

All of our pendant lights come with a 1.5m Cable as standard, unless otherwise stated in the description. The cables can be shortened to your desired length to match your space perfectly.

What Warranty Period do you offer on you lamps?

All of our lamps, are of the highest quality and come with a standard 1 Year warranty.



Placing an order

Do you have any stockists or physical stores?

For the time being we exclusively sell through our online store, however do keep an eye out for our new showrooms opening up soon!

I Have a Wholesale Order Can you send me a quote?

Yes, we most certainly can send you a separate quotation when ordering in bulk. Please contact sales@nostralux.com and a member of our team will be happy to assist with your project inquiry.

Do you have any distributors?

We exclusively design and produce all of our items, we currently sell direct to pass the savings directly onto our customers.



Shipping

How much does shipping cost?

We offer Free shipping on all of our items sold within the UK. For any EU or Worldwide orders shipping will be calculated at checkout depending on your location.

Can you expedite the shipping?

All orders are usually processed and dispatched the same working day when ordered before 4PM, for next day delivery in the UK. Any orders placed on a weekend will be shipped on the next working day.

What do I do if I just received a broken product?

Our items are carefully checked and packed before dispatch, in the rare case that you receive a broken or faulty item please contact us immediately at sales@nostralux.com and we will be happy to arrange a replacement.

What shipping service do you use?

For all UK orders we use DPD or Royal Mail. For international orders we work with variety of couriers depending on the destination country.

How long does it take for me to receive an order?

Under normal circumstances all UK orders placed before 4pm will be processed the same day for Next day delivery. However please note given the current Covid situation our warehouse can get more busy than usual meaning that your items may be delayed by 1-2 days.

Can my order arrive by a certain date?

If your order is urgent and required by a specific date please contact our team first at sales@nostralux.com before placing an order and we will do our best to accommodate your delivery requirements.



Return policy

What's your return policy?

We have done our best to clearly display Product images and videos on our site to show the colours, shapes and styles.
However, we appreciate at times these may differ slightly than the physical product, in which case we are happy to issue a refund.
Should you wish to return any of our Products, you may do so within 14 days of the purchase.
The Product must be returned unused and in the original packaging.
Please note, for safety reasons we cannot accept returns on any Products that have been installed.
If the Product is defective or damaged, you may request a full refund provided you notify & send us evidence of the defect or damage within 14 days of purchase by sending an email to info@nostralux.com.
The damaged Product must be returned to us before a refund is issued (see below for the return procedure).
As a consumer, you have certain legal rights if you purchase Products which turn out to be faulty.
You can obtain further information about these legal rights by contacting the Citizens Advice Bureau (www.citizensadvice.org.uk or call 03454 04 05 06).

What's your exchange policy?

We believe you will love your Product. However, we are happy to replace or exchange your Product if you change your mind or if it is damaged or defective.
If your Product(s) is damaged or defective you may request a replacement at no extra cost.
To obtain a replacement you must notify us and send evidence of the defect within 14 days of purchase by sending an email to info@nostralux.com.
Should you change your mind and wish to exchange your Product for another on our site, you may do so provided you notify us within 14 days of receiving the Product by sending us an email at info@nostralux.com. Please note there is a 10% handling charge/restocking fee for this.
We will proceed with the exchange as soon as possible after receiving the Product back from you.
Please note you are responsible for paying your own postage & packaging costs when returning your Product if you choose to return them via your own courier.
If it is impractical to offer a replacement for any Product that is damaged or defective, we reserve the right to offer a repair, an allowance for a repair, or alternatively a full or partial refund for your purchase. 

How to return an item?

Any Products that are returned must be unused and/or not installed (unless they are damaged or defective) and must be in their original packaging to be suitable for resale.
Please note original packaging includes the outer brown cartons the Product was originally delivered in.
If these have been disposed of please find an alternative replacement to avoid affixing a label onto the original white boxes of the Product.
Please avoid using brown tape to reseal any of the original white boxes, as these will be considered as unsuitable for resale.
Please send the Product back to the following returns address: C/O Nostralux, Core Warehouse, Units 1-3 Orion Park, Orion Way, Crewe CW1 6NG.

We politely recommend you send the Product back to us tracked. We will not be responsible for any Products that go missing in the post.
As soon as the Products have been received and inspected by us at our warehouse, we will then issue a replacement, exchange, or full refund for you as soon as possible.

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