FAQ

Welcome to the Aurel Home FAQ. Here are the answers to the questions we are asked most often. If you need anything else, contact us: we reply within 24 hours.

Delivery

How long does delivery take?

Orders are dispatched within 24–48 hours and delivered to the United Kingdom in 6–8 days, so you should receive your light 7 to 10 days after ordering. The estimated dates are shown on each product page. Full details are in our Shipping policy.

Is delivery free?

Yes, delivery is free to every address in the United Kingdom, with no minimum order. Delivery to France costs £10 per order.

Do you deliver internationally?

We currently deliver to the United Kingdom and to France only.

How do I track my order?

You receive a tracking number by email as soon as your order is dispatched. You can then follow your parcel on our Track your order page.

Can I cancel my order?

Yes, as long as it has not been dispatched. Orders leave within 24–48 hours, so contact us as soon as possible with your order number. If it has already been dispatched, you can return it: see below.

Returns and refunds

What if my light arrives damaged or faulty?

Every light is carefully packed and protected for the journey. If it still arrives damaged, or is faulty, send us a photo with your order number within 30 days of delivery and we will send you a free replacement, or refund you if you prefer.

What is your returns policy?

You have 30 days from delivery to return a light. Returns are free: we send you a prepaid return label. If you change your mind, the light must be unused and in its original packaging. If it is damaged, faulty or wrong, we replace or refund it free of charge. Full details are in our Refund policy.

When will I get my refund?

As soon as we receive and check your return, we process your refund within 7 days, to the payment method you used. The time it takes to show on your account then depends on your bank.

Can I exchange a light?

The simplest way is to return the light for a refund and place a new order for the one you want, so that it is available.

Is there a warranty?

Yes. Every light comes with a 3-year warranty. If it develops a fault, contact us with your order number and a photo.

Our lights

Are bulbs included?

Some of our lights come with a bulb and some do not. Each product page says, under Specifications, whether a bulb is included and which bulb it takes (fitting and number).

Do I need an electrician?

Most of our lights can be fitted yourself in place of an existing light: just switch off the power at the fuse box first. For a new light point or a bathroom, call a qualified electrician.

How do I choose the right size?

Every one of our lights is different, so the exact dimensions are listed under Specifications on each product page. Still unsure? Send us the size of your room and your ceiling height, or simply a photo, and we will help you choose.

About Aurel Home

Where are you based?

Aurel Home is based in France, at 3 rue des Pommiers, 91070 Bondoufle, and delivers to the United Kingdom and France.

Do you have a shop I can visit?

No, we are an online-only shop.

Can I place a bulk order for a business or a project?

Yes. Contact us with the lights and quantities you need and we will come back to you.

How do I contact you?

Email: contact@aurelhome.com
WhatsApp: +44 7458 114988
Address: 3 rue des Pommiers, 91070 Bondoufle, France
Customer service is open 7 days a week, 24 hours a day, by email and WhatsApp. We aim to reply to every message within 24 hours.