FAQs
Welcome to the Falera FAQs page. We're here to answer your inquiries and ensure you have the best shopping experience.
Our Products
What types of products does Falera offer?
We specialize in stylish and affordable lighting solutions, including table lamps, wall lamps, pendant lights, seasonal lighting, and lifestyle products such as diffusers and humidifiers. Explore our all collections here.
Are Falera products suitable for both indoor and outdoor use?
Yes. Many of our products are designed for versatile use. Our seasonal lights and select lamps are ideal for gardens, patios, and outdoor dining, while our pendants, table, and wall lamps are perfect for indoor spaces.
How do I care for my Falera products?
We recommend cleaning lamps and fixtures with a soft, dry cloth and avoiding harsh chemicals. For diffusers and humidifiers, please follow the cleaning instructions provided in the product manual.
Shipping & Order Tracking
Where do you ship to?
We currently ship within the United Kingdom mainland only.
How much does shipping cost?
We offer standard free shipping on all orders within the UK.
How long will delivery take?
Order processing time is 1-2 business days (Mon-Fri). Transit time is 8-12 business days (Mon-Fri). Total delivery time: 9-14 business days (Processing+Transit). To learn more, click here.
How can I track my order?
You will receive a tracking link and a tracking number via email once your order has been dispatched. You can track your order directly on the carrier's website using the link or on our order tracking page with the tracking number.
What should I do if my order is delayed or lost?
If tracking is unavailable within 48 hours or your order is delayed beyond the stated timeframe, please contact our support team. We’ll investigate and provide a replacement or refund where appropriate.
What is the order cutoff time?
Order cutoff time: 2:00 PM (GMT, London), Monday–Friday. Orders placed after this time or during weekends/holidays are processed the next business day.
Returns, Refunds & Cancellations
Can I cancel my order?
Yes. Orders can be cancelled within 24 hours of placement. After dispatch, our Returns & Refunds Policy applies.
What is your return policy?
Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving it for any reason. To learn more, click here.
Do I have to pay for return shipping?
Returns due to change of mind: You cover return shipping (a prepaid label will be provided, and the cost deducted from your refund). Returns due to damage, fault, or error: Falera covers the shipping costs.
How long does it take to get a refund?
At Falera, we aim to process refunds faster — usually within 5 business days.
What items cannot be returned?
For hygiene and safety, used diffusers and humidifiers cannot be returned unless faulty.
Payments
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Maestro, Apple Pay, Google Pay, PayPal.
What currency will I be charged in?
All prices are listed and charged in GBP (£) – British Pound Sterling.
Do you charge VAT?
We're is not currently VAT-registered in the United Kingdom. Therefore, VAT is not charged on purchases.
Are my payment details secure?
Yes. We use SSL encryption and process payments through trusted gateways. We never store or share sensitive payment details. Learn more here.
What happens if there’s a chargeback or payment dispute?
We investigate all disputes carefully. Fraudulent chargebacks may be challenged, and high-risk orders may be delayed or require verification.
Contact & Support
How can I contact Falera customer support?
You can reach us by email at support@falera.co.uk or by phone at +44 7400 760 385.
What are your support hours?
Our team is available Monday–Friday, 10 AM–8 PM (GMT) London. We are closed on weekends(Sat-Sun).
How quickly will you respond to inquiries?
We aim to respond to all inquiries within one business day.
Do you have a contact form?
Yes, you can also use our Contact Form on the website for quick support.
Not satisfied yet!
If your question isn't covered in the FAQs above, or if you need additional help, please don't hesitate to contact us.