Frequently Asked Questions

Orders are usually dispatched within 1 to 3 working days, and most arrive within 7 to 16 working days of being placed. The delivery time for each design is shown on its product page.

Any delivery charge is shown clearly at checkout before you pay.

We currently deliver within the United Kingdom. If you are based elsewhere, please contact us before ordering and we will let you know whether we can deliver to you.

As soon as your order is dispatched we will email you a tracking link. If you have an account, you can also check your order status by signing in.

Tracking can sometimes pause while a parcel moves between carriers. If there has been no update for several days, email us with your order number and we will look into it for you.

You can return any item within 30 days of delivery for a full refund of the item price. Items should be unused, not installed, and returned complete in their original packaging. See our Return & Refund Policy for full details.

Email aurenlighting@gmail.com with your order number and the item you would like to return. We will send you the return address and instructions.

Please email us within 48 hours of delivery with your order number and photos of the item and packaging. We will arrange a replacement or full refund at no cost to you.

We process refunds within 14 days of receiving your return, to your original payment method. Your bank may take a few extra working days to show it.

Yes. Hardwired pendant, ceiling and wall lights should always be installed by a qualified electrician, in line with current UK wiring regulations.

Most of our pendants have an adjustable cord or cable that your electrician can shorten during installation. The cord length for each design is listed in its specifications.

Some designs are suitable for sloped ceilings, and this is noted in their specifications. If you are unsure, contact us before ordering and we will confirm.

Each product page lists the bulb fitting where known. For a warm, flattering glow we recommend a warm white LED of around 2700K. Some designs use integrated LEDs and need no bulb.

Many of our designs can be dimmed when paired with a dimmable bulb and a compatible dimmer switch. Dimming details are listed on each product page, and our team is happy to advise.

Always switch off and allow the light to cool first. Dust gently with a soft, dry cloth. Glass can be wiped with a slightly damp cloth. Avoid sprays, water on stone or fabric, and abrasive cleaners.

Natural materials such as travertine and alabaster are unique. Variations in colour, veining and pores are part of their beauty and mean no two pieces are exactly alike.

The payment options available to you are shown at checkout. All payments are processed securely through encrypted checkout.

Yes. Our checkout is encrypted and payments are handled by secure, trusted payment providers. We never see or store your full card details.

Payment is taken when you place your order.

Yes. Every Auren product is covered by a 2-year warranty against manufacturing defects, in addition to your statutory rights. See our Warranty page for details.

Email aurenlighting@gmail.com with your order number, a description of the issue and photos or a short video. We will reply with next steps, usually within one working day.

Email aurenlighting@gmail.com or use the form on our Contact page. We aim to reply within one working day.

Of course. Send us a few details about your room, such as its size, ceiling height and style, and a photo if you have one, and we will be happy to suggest options.

Yes. Please email us about your project and we will be glad to help.