Most Common Questions
Find answers to the most common questions we get asked daily.
We offer four delivery options:
- FREE Economy Shipping: a budget-friendly choice for those who don’t mind waiting a little longer. Estimated delivery: 13-18 business days.
- Standard Worldwide Shipping: faster delivery with a tracking number included. Estimated delivery: 8-15 business days.
- Protected Standard Shipping: standard delivery speed, with your light packed in protective foam for a safe arrival. Estimated delivery: 8-15 business days.
- Expedited Protected Shipping: our fastest option, foam-packed for maximum protection and recommended for time-sensitive orders. Estimated delivery: 5-9 business days.
All orders are dispatched within 1-5 business days. Delivery estimates refer only to transit time after dispatch, so processing time is added on top. Business days exclude weekends and public holidays.
Calculate your delivery window: your order date + up to 5 business days for dispatch + the transit time of your shipping method + any extra time stated on the product page. Business days exclude weekends and public holidays. If you are still inside that window, your order has not failed to arrive and is still on its way. Larger orders may also be split into multiple packages arriving on different days, so check your shipping confirmation emails for all tracking numbers.
Open your tracking link and enter your postcode or ZIP code to view the proof of delivery, which often includes photos taken at the moment of delivery. Check around your property, with neighbours, building reception or your mailroom. If you still cannot find it, email us within 7 days of the delivery scan and we will open a trace investigation with the carrier.
Email info@luxy-design.com within 48 hours of delivery with your order number and:
- A photo of the shipping label
- A photo of the opened box with the contents inside
- A photo or video of all contents removed from the box with the issue clearly visible
We review it and arrange a replacement part, a replacement item or a return. Reports after 48 hours or without evidence cannot be accepted.
No, this is a pairing issue and takes under a minute to fix:
- Hold the ON / I button at the top left of the remote for 3 to 4 seconds to clear old pairings.
- Switch all lights on at the same time.
- Hold the SETUP button in the centre of the remote for 3 to 5 seconds until the lights blink.
The lights will stabilise and from then on respond together. Also make sure the plastic battery tab has been removed.
Orders & Shipping
Everything about delivery times, tracking and getting your order to your door.
Take the date you placed your order, add up to 5 business days for processing and dispatch, then add the transit time of your shipping method. For example, an order with FREE Economy Shipping can take up to 5 business days to dispatch, plus 13-18 business days in transit, which is up to 23 business days in total, or roughly four and a half weeks.
Yes. Our shipping times are defaults. If a specific product has a different delivery time, for example due to high demand or a production delay, this is written in that product’s description. The delivery time stated on the product page applies to that product.
Select Expedited Protected Shipping (5-9 business days) and add the Priority Processing option at checkout. Priority Processing moves your order to the front of our workflow for the fastest possible dispatch. If you have a deadline such as a renovation or an installation booking, this is the combination we recommend.
No. All delivery times are estimates, as transit depends on the carrier, customs and factors outside our control. For the fastest delivery, choose Expedited Protected Shipping with Priority Processing.
Once your order is dispatched, you receive a shipping confirmation email with your tracking number and a tracking link. Some carriers require you to enter your postcode or ZIP code on their tracking page to see the full details and proof of delivery.
Your parcel has arrived in your country and is going through customs. Once customs releases it, it is handed to a local carrier and scheduled for delivery, usually within a few days. Customs clearance times are set by your country’s customs authority, not by us.
No. Tracking often pauses while a parcel is on an international shipping line or waiting for customs, then updates all at once when it reaches the next facility. As long as you are within your delivery window, there is nothing to worry about.
Larger orders are split into multiple packages to reduce the risk of damage in transit. Each package travels separately and can arrive on a different day, sometimes with a different carrier and tracking number. Check your shipping confirmation emails for all tracking numbers. Your order is not incomplete until all packages have arrived or your delivery window has passed.
Both lights in a pair are shipped together in the same box. Check the box and all inner packaging and foam carefully. If a light is genuinely missing, email us within 48 hours of delivery with photos of the shipping label, the opened box and all contents laid out, and we will open a case with our warehouse.
If you added Shipping Insurance at checkout, lost or stolen parcels are covered and we will arrange a replacement or refund once the carrier confirms the loss. Without Shipping Insurance, parcels lost or stolen after a recorded delivery are handled through the carrier’s investigation and are not eligible for a refund or replacement from us. A “Delivered” scan to the address entered at checkout counts as proof of delivery.
An optional add-on at checkout that protects your order against loss, theft or damage in transit. We recommend it for all orders, especially larger ones or deliveries to addresses where parcels are left unattended.
The notification relates to a different parcel or order. Always check the tracking number in your Luxy Design shipping confirmation email, which shows the real status of your order.
Any import duties or taxes charged by your country’s customs authority are the responsibility of the recipient.
Email us immediately at info@luxy-design.com with your order number and the correct address. If your order has not been dispatched yet, we will update it. Once dispatched, the address cannot be changed. Orders delivered to the address entered at checkout are considered fulfilled.
Yes. Email us your order number and the item and variant you want to add. We edit your order and send you an order edit email with a button to pay the remaining balance. If your original order has already been dispatched, the added item ships separately once payment clears.
Products & Ordering
Sizes, pairs, compatibility and everything you need to know before you order.
While the offer lasts, every wall light is sold as a set of 2 units for the price of one. You add one item to your cart and receive two lights, shipped together in the same box. The offer applies to ALUNA, SWELL, LEIRA, BLEENE, VELUXE and LUXA.
ALUNA and VELUXE are sent as a left + right set automatically, so your wall is symmetrical from the moment they go up. For other models, place your order as normal, then email us your order number and we will add a note for the warehouse.
Yes. Order any combination of sizes, then email us your order number and we will arrange left and right units for each size.
Yes. Our lights operate on AC 90-265V, which covers standard mains voltage in the UK, Europe, Australia and New Zealand (220-240V) and the US and Canada (110-120V).
Yes, all hardwired versions work with your wall switch. The No-Drill rechargeable versions of SWELL and LUXA have no wiring and are controlled with the remote instead.
ALUNA: remote included, with 3 colours and stepless dimming.
LEIRA: remote included, with 3 colours and stepless dimming.
SWELL: remote included on the 3-Colors + Remote and No-Drill versions. The Warm White version runs from your wall switch.
BLEENE: remote included on the 3-Colors + Remote + Dimming version. The Warm White version runs from your wall switch.
LUXA: remote included on the Rechargeable (No-Drill) version. The Hardwired version runs from your wall switch.
VELUXE: no remote. Available in Warm White or 3 Colors.
Our 3-colour versions switch between warm 3000K for evenings, natural 4000K for everyday and crisp 6000K for clarity. Warm White versions are fixed at 3000K.
No. Remote versions use a different internal LED driver from Warm White and Hardwired versions without a remote. A light without remote support cannot be controlled by any remote.
Our lights are designed to be used with a standard on and off switch. On the remote versions, dimming is built in, so you can dim steplessly from the remote without installing a dimmer.
The main body washes the wall in ambient light, while the brass reading spot is a second independent light that rotates 350°, so one person can read while the other sleeps. The 3 Colors version cycles between 3000K, 4000K and 6000K. VELUXE comes in one size, 50cm (19.7in), and is sold as a left + right set.
No. Both are powered by a single LED driver inside the fixture, so they cannot be wired onto separate circuits. The reading spot is controlled independently on the fixture itself.
Yes. SWELL No-Drill and LUXA Rechargeable (No-Drill) mount with no holes and no wiring, snap on in about 30 seconds, charge via USB, and come with a remote, 3 colours and stepless dimming. Ideal for renters.
Yes. Horizontal, it stretches above a sofa, headboard or media wall. Vertical, it climbs the wall beside a bed, mirror or along a hallway. Same fixture, two looks.
ALUNA: 55cm (21.7in) or 105cm (41.3in)
SWELL, LEIRA, BLEENE: 60cm (23.6in), 80cm (31.5in), 100cm (39.4in) or 120cm (47.2in)
VELUXE: 50cm (19.7in)
LUXA: 50cm (19.7in) long, 8cm (3.1in) wide
Hardwired versions are designed to mount over a standard electrical box, with the mounting base concealing the box and wiring. Mounting base dimensions are listed in the Dimensions & Specs section and Installation Manual on each product page. If you are replacing an older or non-standard fitting, compare your box size with the mounting base before ordering.
Hardwired lights mount at your electrical connection point. The diagram in the Dimensions & Specs section shows the full size of the light and where the mounting base sits, so you can see exactly how the light will extend from your connection point.
Your light matches the design, dimensions and specifications shown. We work with multiple production partners depending on region and stock, so small visual details can vary slightly between batches. This does not affect function or the overall design. All measurements are approximate.
Our lights are built from aluminium and iron bodies with a baked matte finish that resists scuffs and fingerprints, and silicone or acrylic diffusers that spread light evenly without hotspots or yellowing. VELUXE adds brass on the reading arm. Integrated LEDs are rated past 50,000 hours.
This is intentional. A wall light hangs from a single mounting point, so every extra gram puts constant force on the mount and the wall. Heavy fixtures can pull, sag or bend over time, especially on longer sizes. Our lights are engineered to the optimal balance of lightweight and durable: light enough to sit perfectly level and secure on the wall for years, and strong enough to hold their shape and finish without stressing the mount. Lightweight is not a sign of lower quality, it is what keeps the light straight, safe and secure on your wall long term.
Remote Control & Setup
Pairing, syncing and getting your lights working together in minutes.
No setup is needed. Every remote is paired with its light before dispatch. Fit the battery, pull out the plastic battery tab, switch the light on and use the remote.
1. Pull out the plastic battery tab.
2. Check the battery is fitted the right way and is not flat.
3. Make sure the light is switched on.
If it still does not respond, re-pair it using the steps below.
Switch the light on. As soon as it is glowing, press and hold the SETUP button in the centre of the remote for 3 to 5 seconds until the light starts blinking. After a few seconds it stops blinking and the remote is paired.
Clear the old pairing first. Press and hold the ON / I button at the top left of the remote for 3 to 4 seconds. Then repeat the re-pairing steps: switch the light on, and as soon as it is glowing, hold SETUP for 3 to 5 seconds.
Yes. Switch on all the lights at the same time, then press and hold the SETUP button for 3 to 5 seconds. All lights blink, stabilise and from then on respond together.
Clear the pairing completely with the ON / I button first, then pair all lights together in one step with SETUP. Pairing lights one at a time, or without clearing old pairings first, causes them to drift out of sync.
Email us your order number and a video recorded while you clear and re-pair the lights, continuing to record so the issue is visible afterwards. Our team reviews it and, if the steps were followed correctly and the issue remains, we will find a solution for you.
Damaged, Faulty or Missing Items
What to do if something isn’t right when your order arrives.
Our warehouse team needs them to confirm exactly what happened and resolve your case correctly the first time, without back and forth. Cases cannot be escalated without them. Please include:
1. A photo of the shipping label
2. A photo of the opened box with the contents inside
3. A photo or video of all contents removed from the box with the issue clearly visible
Damage, missing parts and incorrect items must be reported within 48 hours of delivery. Reports received after 48 hours, or without photo or video evidence, cannot be accepted, and the order is considered received complete and in good condition. Please inspect your order as soon as it arrives.
Every light is tested and checked before dispatch. If a part is missing, email info@luxy-design.com within 48 hours of delivery with your order number and photos of the shipping label, the opened box and all contents laid out. Once confirmed, we will contact you with a solution.
No. Most reported faults are pairing or setup issues fixed in minutes. You must first complete the troubleshooting steps our support team sends you and email us a video of the issue after those steps. If the issue is confirmed, we we will find a solution.
Ask your electrician to explain in writing exactly what the issue is and why the light cannot be installed, and email this to us with photos of your setup and the light’s mounting base. We can only review a case with concrete details. If the light simply does not suit your existing setup, it is treated as a change of mind return.
No. Removing, replacing or substituting the product with another fixture before your case is resolved with us voids the claim. Always let our team finish the troubleshooting process first, as most issues are solved quickly.
No. Damage caused by incorrect installation, incorrect wiring, modification of the product, or use that does not follow the Installation Manual is not covered and is not eligible for a return, replacement or refund.
Returns & Refunds
How returns work, what they cost and when you’ll get your refund.
You have 30 days from delivery to request a return by emailing info@luxy-design.com. The item must be uninstalled and unused, complete with all parts and accessories, in its original packaging, with proof of purchase. Returns for damage, a confirmed fault or a wrong item are handled at no cost to you. Change of mind returns are at your own cost: you pay for tracked return shipping, pack the item securely, and a 30% restocking fee is deducted from your refund. Items sent back without an approved return request are not accepted.
Yes, within 30 days of delivery, under these conditions:
1. You pay for return shipping to our facility using a tracked service.
2. You email us the tracking number once sent.
3. The item is securely packed, ideally in its original packaging.
4. A 30% restocking fee is deducted from your refund.
Any item that arrives damaged because of inadequate packaging is not eligible for a refund.
Our products are large and bulky, which makes every stage of an order costly, from the specialised packaging needed to protect them, to transport and shipping, to handling, processing and the staff who carry out this work. The fee applies only to returns where the product has no damage, defect or fault.
It is a change of mind return. Dimensions, mounting base measurements, specifications and the Installation Manual are on every product page, and checking them before ordering is the customer’s responsibility. Return shipping is at your cost and the 30% restocking fee applies.
It is a change of mind return. Every product page shows the photos, materials, dimensions and specifications before purchase. Return shipping is at your cost and the 30% restocking fee applies. Returns due to damage, a confirmed fault or receiving the wrong item are handled at no cost to you.
For approved returns of damaged, faulty or incorrect items, yes, we email you a prepaid return label and instructions. For change of mind returns, you arrange and pay for your own tracked shipping.
1. Pack all items securely in one package and remove or cover any previous labels.
2. Print the label we send you and attach it to the package. The label is single use and valid for one package only, so choose a label size that matches your package.
3. Drop the package off at your nearest drop off point.
For international returns, declare the parcel as “returned goods” at no more than the original order value. Any customs duties, taxes or clearance fees caused by an incorrect or inflated declaration are deducted from your refund.
Return the item you have and, once the return is accepted, place a separate order for the new item. This is the fastest way to get exactly what you want.
Items that have been installed, modified or damaged after delivery, custom or special order items, sale items and gift cards.
We email you once your return is received and inspected. Approved refunds are issued to your original payment method within 10 business days. Your bank can take a few extra days to post it. If more than 15 business days have passed since approval, email info@luxy-design.com.
Disputes & Chargebacks
How to get the fastest resolution if something goes wrong.
Email info@luxy-design.com with your order number, a description of the problem, and photos or video if something is damaged or not working. Our team responds to every inquiry and most cases are resolved within days, whether that means a replacement part, a replacement item or a return.
Opening a dispute or chargeback without first contacting us, or before your delivery window has passed, is a misuse of the chargeback system. Delivery timeframes are clearly stated for each shipping method at checkout, and by completing your order you agree to them. An order still within its delivery window has not failed to arrive. Disputes filed in these circumstances are treated as fraudulent and contested with full evidence, including order records, tracking information and all communication on file, and we reserve the right to pursue legal action to recover the funds and any associated costs.
We are required to respond directly to your bank or card provider and can no longer resolve the matter with you. Bank disputes typically take a month or longer, while most cases handled directly with us are resolved within days. Contacting us first is always the fastest way to a resolution.
Yes. By placing an order with Luxy Design, you confirm that you have read and agreed to our policies, including our Returns Policy and the delivery timeframe of the shipping method selected at checkout.
No, this is a pairing issue and takes under a minute to fix:
- Hold the ON / I button at the top left of the remote for 3 to 4 seconds to clear old pairings.
- Switch all lights on at the same time.
- Hold the SETUP button in the centre of the remote for 3 to 5 seconds until the lights blink.
The lights will stabilise and from then on respond together. Also make sure the plastic battery tab has been removed.