FAQ

When will my order arrive?

To keep our prices fair, ALOUVER ships directly from our manufacturing partners to you. That means delivery takes a little longer than you may be used to, and we would rather tell you that upfront than at checkout.

Processing: orders placed Monday to Friday before 21:00 UK time (22:00 CET) are prepared for dispatch within 1–3 working days.
Delivery: 6–10 working days after dispatch.
Total: 7–13 working days from the day you order.
Dispatch and delivery days: Monday to Friday. We do not dispatch or deliver on weekends or UK bank holidays.

These are estimates. Public holidays and peak periods at the carrier can add a little time. We will always deliver within 30 days at the latest, or refund you in full.

Will I have to pay customs or import charges?

No. All orders are shipped on a delivered duty paid basis. The price you see at checkout includes VAT and delivery, and nothing is payable to the courier on delivery.

How much is delivery?

Delivery is free on every order within the United Kingdom. There is no minimum order value.

The estimated delivery date has passed. Where is my order?

Parcels are occasionally delayed in transit. Please allow another 3 working days beyond the original estimate. If your order still has not arrived, email support@alouver.com with your order number and we will chase it for you.

How can I pay?

Visa, Mastercard, American Express, Maestro, Shop Pay, Apple Pay and Google Pay. All payments are processed over a secure, encrypted connection.

How do I choose the right light?

Every product page lists the dimensions, materials and fitting details. As a guide, a pendant above a dining table usually looks best at around half to two-thirds of the table's width, hung 70–85 cm above the tabletop. If you are unsure, email us a photo of your space with its measurements and we will help you choose.

Do I need an electrician?

Hard-wired lights, such as most wall, ceiling and pendant lights, should be installed by a qualified electrician. Check each product page for the fitting type and any bulb requirements.

Part of my order is missing. What happened?

Some orders are sent in more than one parcel, because of weight limits or because items are dispatched from different locations. The rest of your order is on its way and normally arrives within 1–3 working days. If it does not, email us.

My order arrived damaged. What should I do?

Email support@alouver.com straight away with your order number and photographs of the item and the packaging. Please do not send anything back before we have seen the photographs — it lets us arrange a replacement or refund without you having to post anything. We cover the cost either way.

It does not suit my space, or I have changed my mind. Can I return it?

Yes. You have 30 days from receipt to cancel your order, without giving a reason — twice the 14 days the law requires. Items must be unused and uninstalled, undamaged, and returned with all original parts and, where possible, the original packaging.

You pay the postage to send the item back. If the item is faulty, not as described, or we sent you the wrong thing, we pay. Full details, the return address and the model cancellation form are on our returns and refunds page.

How quickly will I get my refund?

Within 3–5 working days of your return reaching us and being inspected, and within 14 days at the latest. Refunds go back to the payment method you used.

Can I exchange an item for a different size or finish?

Yes, within 30 days, provided the item is unused and in its original condition. Email support@alouver.com. You pay the postage to send the original back; we cover the postage of the replacement.

Do you deliver outside the United Kingdom?

Not at the moment. We deliver to the United Kingdom only.

Still have a question?

Website name: ALOUVER
Company name: Trennety
Address: H. Roland Holstweg 11, 's-Gravenzande, Zuid-Holland, 2692 CA, Netherlands
E-mail: support@alouver.com
Contact form: contact
Phone: +31 6 41339190
Company number (KVK): 89621743
TAX number (VAT): NL004747675B80