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This page covers cancellations and change-of-mind returns for orders delivered within the United Kingdom. If your item arrived faulty, damaged or incorrect, please don't use the returns portal. See our Warranty & Faulty Items page or contact our team, and we'll take care of it at no cost to you.
At a Glance
- Days 1 to 14 after delivery: you have a legal right to cancel your order for any reason.
- Days 15 to 30 after delivery: you can still return unused items under our extended returns policy.
Your Right to Cancel (Days 1 to 14)
Under the Consumer Contracts Regulations 2013, you can cancel your order within 14 days of the day after you receive it, without giving a reason. If your order arrives in multiple deliveries, the 14-day period runs from the day after you receive the last item. This right applies to all products, including Outlet items.
To cancel, submit a return request at account.dulora.com or contact our team with your order number and a clear statement that you wish to cancel.
Once you've told us you're cancelling, you have 14 days to return the items.
Your refund:
- We'll refund the price of the goods and, if you cancel your whole order, the standard delivery charge you paid. If you chose a premium delivery option, we'll refund only the cost of standard delivery.
- We'll refund you within 14 days of receiving the goods back, or of you providing proof that you've sent them, whichever is sooner.
- Refunds are made to the same payment method you used, and we won't charge you any fees.
- Return postage is at your cost.
You're welcome to handle items as you would in a shop to check them. If an item has been installed or used beyond this, we may reduce your refund to reflect any loss in value.
Extended Returns (Days 15 to 30)
After your 14-day cancellation period ends, you can still request a change-of-mind return up to 30 days after delivery, on the following terms:
- Items must be unused, in their original condition and in their original packaging. Bulbs, string lights and dimmers that have been installed or used can't be accepted.
- Discontinued items can't be returned.
- Outlet items can be returned for store credit only. If an Outlet item has sold out and been discontinued by the time your return is assessed, we can't accept the return.
- Shipping charges you paid at checkout are not refunded.
- If your order shipped free, we'll deduct the actual shipping cost we paid. On a partial return, no deduction applies if the items you keep still qualify for free shipping. The deduction will never exceed the amount being refunded.
- Once your return is approved, you have 30 days to send it back. Returns received after this window will be refunded as store credit only, and those received well outside this window may not be accepted.
How to Start a Return
- Log in to your account at account.dulora.com and submit your return request.
- We'll email you a Return Authorisation Number, along with return instructions and the address of our UK warehouse.
- Write your Return Authorisation Number clearly on the outside of your parcel.
Please don't send items back without a Return Authorisation Number, as we may not be able to identify or process them. We recommend using a tracked service, as we can't process a return that doesn't reach us.
Refunds and Store Credit
Once your return arrives, we'll inspect it and email you to confirm the outcome.
- Refunds are issued to your original payment method and usually appear within 5 to 10 business days after processing, depending on your bank. If you paid with a pay-later service such as Klarna or PayPal Pay in 3, the refund goes back to that provider.
- Store credit applies to extended returns only. It's added to your account as soon as your return is approved, and it doesn't expire.
No Direct Exchanges
We don't offer direct exchanges. To swap a product, return your original item and place a new order for the one you'd prefer.
Refused or Undeliverable Parcels
If your parcel comes back to us because the delivery address was incorrect or incomplete, delivery was refused, or it wasn't collected in time, we'll refund the price of the goods less the cost of returning the parcel to us, up to £20. If you've cancelled your whole order within your 14-day cancellation period, we'll also refund the standard delivery charge you paid. Please double-check your delivery address at checkout.
Your Rights Under UK Law
Nothing on this page affects your statutory rights. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality. If they're faulty, you're entitled to reject them for a full refund within 30 days of delivery. After that, you're entitled to a repair or replacement, and if that isn't possible or doesn't fix the problem, a refund or price reduction. See our Warranty & Faulty Items page for how to make a claim. For more information, visit Citizens Advice.
If you live in Jersey, Guernsey or the Isle of Man, the UK cancellation rules above don't apply by law, but we'll honour the same 14-day cancellation terms for your order. Nothing on this page limits your rights under your local consumer laws.
Contact Us
Have a question about a return? Contact our team or call 020 4538 2046, Monday to Friday, 8am to 5pm UK time.