Help centre
Frequently asked questions
About Nover Lance
Who is Nover Lance?
An online lighting store selling natural alabaster lamps, wall lights and pendants, rechargeable table lamps and chandeliers. It is operated by ELIOR LLC, registered at 30 N Gould St Ste 100, Sheridan, WY 82801, United States.
Shipping & Delivery
Is delivery free?
Yes. Delivery is free on all UK orders, with no minimum spend.
How long will my order take?
We prepare orders for dispatch within 1 to 3 working days. Delivery usually takes 15 to 30 working days in total from your order.
Will I get tracking?
Yes. We email you a tracking link as soon as your order is on its way.
Do you deliver outside the UK?
We currently deliver within the UK only.
Returns & Refunds
Can I return an item?
Yes. You can return your order within 30 days of delivery. Items should be unused and in their original packaging.
How do I start a return?
Email support@noverlance.com or use our Contact page, with your order number, and we'll arrange your return.
When will I get my refund?
Within 14 days of us receiving your return, to your original payment method.
What if my order arrives damaged?
Contact us as soon as you can with your order number and photos of the item and its packaging, and we'll put it right.
Product Safety
Do wall and ceiling lights need an electrician?
Yes. Wall lights, pendants and chandeliers wired into the mains should be installed by a qualified electrician, in line with UK wiring regulations.
Can I use your lights in a bathroom or outdoors?
Our lights are made for indoor use. Before fitting one in a bathroom, please contact us, as lights near water need a suitable rating.
Which bulbs do I need?
Each product's specifications list its bulb fitting. Some pieces have a built-in LED, so no bulb is needed. Always switch off the power before changing a bulb, and never exceed the maximum wattage.
How do I care for my light?
Dust it with a soft, dry cloth. Don't use water, sprays or cleaning products.
How do I charge a rechargeable lamp?
Use the USB cable with a USB plug or port, and keep the lamp dry.
Payment & Security
Is checkout secure?
Yes. Checkout is provided by Shopify, which is certified to PCI DSS Level 1, the highest standard for card payments. Your payment details are encrypted, and we never see or store your full card number.
Which currency do you charge in?
All prices are in pounds sterling (£).
Customer Support
How can I contact you?
Email support@noverlance.com, or use the form on our Contact page.
When are you available?
Monday to Friday, 09:00 to 18:00 UK time. We aim to reply within 24 hours, Monday to Friday.
How do I track my order?
Use the link in your dispatch email, or "Track your order" at the bottom of every page.
Can you help me choose a light?
Yes. Tell us about your room, or send a photo, and we'll suggest pieces that suit it.
Still have a question?
Contact us