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FAQ
Welcome to Alborra's frequently asked questions.
We are here to answer your questions and to make ordering straightforward. If you need any further help, do get in touch.
1. How long will my order take to arrive?
Here are our estimated delivery times:
Orders placed before 7pm (Paris time), Monday to Friday, are picked up the same day. See our Delivery Policy for more detail.
2. Is delivery free?
Yes. Delivery is free on every order, whatever its value, with no minimum spend. See our Delivery Policy for more information.
3. Where is Alborra based?
Alborra is a French shop based in Paris, and we deliver to the United Kingdom. We offer a carefully chosen selection of lights in travertine, wood, alabaster and opal glass.
4. What happens if a light arrives faulty?
If you receive a faulty or damaged item, email us at contact@alborra.com with photos of the problem and your order number. We will arrange an exchange or a refund at no cost to you. See our Refund Policy for more information.
5. Can I cancel my order after placing it?
Yes. You can cancel or change your order up to 24 hours before it is dispatched. Email us at contact@alborra.com with your order number.
6. What is your returns policy?
Under the Consumer Contracts Regulations 2013 you have 14 days from the day your parcel is delivered to send an item back, without having to give a reason. The item must be in new, original and complete condition, with the invoice enclosed. If you are returning something because you have changed your mind, you pay the cost of posting it back to us, and the return address is in France. Full details are in our Refund Policy.
7. When will I get my refund after returning something?
Once we have received and inspected your item, we refund your original payment method within 14 days. Depending on your bank, the money usually shows in your account within about 7 days. See our Refund Policy for more detail.
8. What are my rights if a light is not as it should be?
Your legal rights under the Consumer Rights Act 2015 apply to everything we sell: the goods must be of satisfactory quality, fit for purpose and as described. Within the first 30 days you can reject a faulty item for a full refund; after that you can ask us to repair or replace it, and if that does not put things right you can ask for a price reduction or a refund. See our Terms of Sale for more information.
9. How do I contact customer service?
Through our contact page, by email at contact@alborra.com, or by telephone on +44 7458 114642, Monday to Friday from 9am to 6pm (Paris time).
10. Do you deliver to the whole of the United Kingdom?
Yes. We deliver anywhere in the United Kingdom, free of charge, in 5 to 10 days, with a tracking number.
11. Do you have a shop I can visit?
No. Alborra sells online only, which lets us keep our prices fair and our selection wide.
12. Can I place a large order for my business or organisation?
Our site is intended for private customers. For a large order, please contact customer service at contact@alborra.com and we will look at your request.
13. How do I exchange a light for a different one?
Within 14 days of delivery, email us at contact@alborra.com with your order number and the item you would like instead. Once we have confirmed it, send the light back in its original condition with the invoice to: Deghmani Camil, 60 rue François 1er, 75008 Paris, France. As soon as we have received and checked it, we send the new one out. Please note that this is a return to France, and that you pay the cost of posting the item back when you are exchanging it because you have changed your mind. See our Refund Policy for more detail.
14. How do I track my order?
As soon as your parcel is dispatched you will receive an email with your tracking number and a link to follow it. If it has not arrived within 72 hours, check your junk mail and then contact us at contact@alborra.com.
Shop name: Alborra
Business: Deghmani Camil (sole trader – entrepreneur individuel) – SIRET 101 468 312 00018
Address: 60 rue François 1er, 75008 Paris, France
Email: contact@alborra.com
Telephone: +44 7458 114642
Customer service hours: Monday to Friday, 9am to 6pm (Paris time)
We do our best to answer your email within 1 to 2 working days.