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.
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.
Where are Falera products sourced from?
We carefully source our products from trusted partners in the UK, Europe, and international suppliers. This allows us to offer a wide variety of designs while maintaining quality and affordability.
Do your lamps use energy-efficient bulbs?
Yes. Most of our lighting products are compatible with or include LED bulbs, which are long-lasting and energy-efficient.
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?
Currently, Falera ships within the United Kingdom only.
How much does shipping cost?
Standard Shipping : Free
Express Shipping: £4.99
How long will delivery take?
Express : 6–15 business days
Standard: 16–28 business days
How can I track my order?
All orders include tracking. You will receive an email with your tracking number once your order has been dispatched. You can also use our Order Tracking page.
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?
You have the right to cancel and return your order within 14 days of receiving it, as required by UK consumer law.
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?
Legally, refunds are processed within 14 days of us receiving your returned goods. At Falera, we aim to process refunds faster — usually within 5 business days.
What items cannot be returned?
For hygiene and safety, used diffusers, humidifiers, or opened consumable products 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 or import fees?
All prices include UK VAT. You will not be charged extra duties or import fees upon delivery.
Are my payment details secure?
Yes. We use SSL encryption and process payments through trusted gateways. We never store or share sensitive payment details.
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 07400 760385.
What are your support hours?
Our team is available Monday–Friday, 10 AM–8 PM (GMT). We are closed on weekends.
How quickly will you respond to inquiries?
We aim to respond to all inquiries within one business day.
Where is Falera located?
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.