FAQs

We accept all major credit and debit cards, including Visa, Mastercard, Maestro, American Express, Diners Club, Discover and UnionPay, alongside Apple Pay, Google Pay, Shop Pay, iDEAL and Bancontact. Klarna is available if you would like to spread the cost. We also accept bank transfer; any bank charges are the customer's responsibility.

Prices on our website include UK VAT where applicable. For international orders, our prices do not include local customs duties, import taxes or charges. These remain the customer's responsibility and are assessed on arrival in the destination country. If we identify any customs or documentation needs in advance, we will contact you before dispatch.

Contact us as soon as possible on 020 8149 5199 or at sales@niori.co.uk and we will always do our best to accommodate changes before dispatch. Custom and made-to-order pieces cannot be cancelled once production has begun, and some items are exempt from the standard cancellation right. Our full cancellation and returns terms are set out on our returns page.

Yes. We offer trade pricing to interior designers, architects, contractors and other trade professionals. Contact us with your business details and we will set you up on a trade account. We can also quote for larger volume and project orders.

We offer a Price Match Promise and will not be beaten on price. If you find the same product cheaper elsewhere, contact us with the product details and a link before you order and we will do our best to match it.

Delivery is free on all orders over £99, both UK and worldwide. For orders under £99, delivery is £14.99. Full details are on our delivery page.

Dispatch times vary by product and are shown on each product page. Items in our warehouse are typically sent on a next working day service within the UK once dispatched, while made-to-order pieces and items sent from our manufacturing partners take longer. International deliveries usually arrive within 3 to 10 working days of dispatch, depending on the destination and customs clearance. Larger items may be delivered on a pallet service. If your order is time-sensitive, contact us before placing it.

Yes, we ship worldwide regularly and deliver with trusted couriers including UPS, FedEx and DHL. Delivery is free on international orders over £99. Orders containing third-party brands may carry a courier surcharge based on volumetric weight; if one applies, we will email you before dispatch and you can proceed or cancel for a full refund. No surcharge applies to Niori own-brand pieces. Please note that international orders are final and cannot be returned, so check product details carefully before ordering.

Once your order is dispatched, we send a tracking email, and you can check progress at any time by logging into your Niori account. If your estimated dispatch date has passed, contact us on 020 8149 5199 or at sales@niori.co.uk and we will chase it for you.

Yes. We can split an order across multiple addresses for an additional charge. Contact us by phone or email and we will arrange a bespoke quote.

We accept returns on eligible items for up to 30 days from delivery. Items must be unused, in their original packaging and approved for return before they are sent back, so email sales@niori.co.uk with your order number first and we will issue a returns number. Some items cannot be returned, including custom and made-to-order pieces, special-order items, ex-display and clearance items, and international orders, which are final. Our full policy is on our returns page.

Before any returned electrical product can be resold, it must be inspected and recertified by a qualified electrician to confirm it remains safe. This is a manufacturer requirement across our own pieces and the third-party brands we stock. The cost is deducted from your refund, between 25% and 40% of the item value depending on the product, and we confirm the exact figure when your return is approved, before you send anything back.

Inspect your order on delivery. If anything is damaged, email sales@niori.co.uk within 3 days of delivery with photographs of the damage and the packaging. We will then arrange a replacement, repair or refund as appropriate, and we cover return shipping for genuine transit damage. Claims made outside the 3-day window cannot be replaced free of charge.

Faults within the warranty period are handled separately from returns. Most products carry a manufacturer warranty, typically 2 years on Niori own-brand pieces, with terms varying by manufacturer for third-party brands; the warranty term is listed in the Specifications tab on each product page. Contact us and we will arrange a repair, replacement or refund as appropriate. For genuine manufacturing faults we cover return shipping and the inspection cost.

Our alabaster lighting is carved from natural Spanish alabaster, a translucent stone that glows with a warm, diffused light. Because it is a natural material, no two pieces share the same veining, so every light we make is one of a kind.

Dust with a soft, dry cloth. Avoid water, solvents and abrasive cleaners, as alabaster is a natural stone with a delicate surface. If you have a question about caring for a specific piece, contact us and our team will be happy to advise.

It varies by product. Some of our lights use integrated LEDs, others include bulbs, and some require bulbs to be purchased separately. The Specifications tab on each product page confirms what applies, and our bulbs range covers every common fitting if you need them.

Yes. Our team will send photographs and videos of specific pieces on request at no charge, and we can post samples worldwide for a fee. You are also welcome to view our ranges in person at our showrooms, by appointment.

We have showrooms in Birmingham, home to our head office and design team, and Hong Kong, our flagship lighting showroom, with a new showroom opening soon in Dubai. All visits are strictly by appointment, so please call 020 8149 5199 or email sales@niori.co.uk to book a time. Details are on our showrooms page.

Yes. Our design team offers a full lighting design consultation for £500, available in person or by video worldwide. It covers lumens, wattage and dimming for each room and you receive a digital lighting plan with options. The fee is non-refundable but is deducted in full from your order when you place it. Contact us to book.

We offer installation within the UK. Contact us with your location and the products you are considering and we will arrange a quote.