FAQ

Ordering

How long until my order arrives?
1–3 business days to process, then 6–11 business days in transit — so 7–14 business days in total. Full detail is in our Shipping Policy, linked in the footer.

Do you charge for delivery?
No. Shipping is free on every order within the United Kingdom.

Where do you ship from?
Our fulfilment centre in the United Kingdom. We ship within the UK only at the moment.

Can I change or cancel my order?
Email info@mossalume.com as soon as you can. If the parcel has not left the warehouse we can usually still change it. After dispatch, use your 14-day right of withdrawal instead.

Our Pieces

Will the colour match the photo exactly?
Close, but not identical. Screens show colour differently, and finishes such as ceramic, glass and stone-effect surfaces vary slightly from piece to piece.

Lighting

How are the lamps powered?
The product page for each lamp states how it is powered. Most of our lamps run on USB or on a built-in rechargeable battery. For a USB-powered lamp you need a standard USB charger or power bank, which is not included unless the product page says so.

Is a bulb included?
This is stated on each product page. Where a bulb is not included, we list the fitting and the maximum wattage so you can buy the right one.

How long does a rechargeable lamp run?
It differs per model and is listed on the product page. Most give several hours on a full charge, less at the brightest setting.

Can I use these outdoors?
No. Our lamps are designed for indoor domestic use only.

Returns

How long do I have to return something?
30 days from delivery for a change of mind, and a separate statutory 14-day right of withdrawal under UK law. Both are explained in our Return & Refund Policy, linked in the footer.

Who pays return postage?
You do for a change-of-mind return. We do if the item arrived damaged, faulty or was not what you ordered.

Do I need the original box?
Yes. Our pieces are packed to travel safely and need their protective packaging for the journey back. Please keep the box until you are sure you are keeping the item.

My order arrived damaged. What now?
Email info@mossalume.com with a photo of the item and of the packaging. We will replace it or refund you at no cost to you.

Payment

Which payment methods can I use?
The methods shown at checkout — see our Payment Policy.

Which currency am I charged in?
Pounds sterling (GBP).

Are my card details safe?
Yes. Payments run over an encrypted connection through a PCI DSS compliant provider. We never see your full card number.

Still Stuck?

Email info@mossalume.com or call +44 33 0027 1863. Monday to Friday 09:00–17:00 (GMT), weekends 11:00–16:00 (GMT). We aim to answer within 24 hours. You can also use our Contact page.