Orders & Delivery
Where do you ship?
We currently ship to the UK Mainland only.
We do not currently deliver to Northern Ireland, the Channel Islands, the Isle of Man, offshore islands, PO boxes, parcel lockers, freight forwarding addresses or locations outside the UK Mainland.
How much does shipping cost?
We offer free shipping across the UK Mainland.
How long does delivery take?
Orders are usually delivered within 7–14 business days total after payment confirmation. This includes processing (within 2 business days) and transit (5–12 business days).
What is your order cut-off time?
Orders placed before 5pm UK time on a business day begin processing the same business day.
Orders placed after 5pm UK time, on weekends or on public holidays begin processing on the next business day.
How long does it take to process my order?
All orders are processed within 2 business days after payment confirmation. Orders placed on weekends or public holidays will begin processing on the next business day.
Which carrier do you use?
Orders are shipped via Standard Shipping with UPS or delivery partners, depending on the fulfilment route and delivery location.
Tracking information is sent by email once the order has shipped.
Where are orders shipped from?
ORWEN & CO is based in Paris, France. Orders are fulfilled through our supplier network and may be dispatched from international fulfilment locations, including China. Delivery to the UK Mainland is provided through Standard Shipping via UPS or delivery partners.
Will I receive tracking information?
Yes. Once your order has shipped, you will receive an email with a tracking number so you can follow your delivery.
My order is delayed. What should I do?
If your package has not arrived within 7 days of the estimated delivery date, please contact us at contact@orwenandco.com. We will open an investigation with the carrier and work to resolve the issue as quickly as possible.
Do you ship to P.O. Boxes?
No. We are unable to ship to P.O. Boxes or APO/FPO addresses at this time.
Returns & Refunds
Can I return my order?
Yes. We accept returns within 14 days of delivery.
What condition does the item need to be in?
Items must be unused, uninstalled, and in their original packaging.
How do I start a return?
Please contact us at contact@orwenandco.com with your order number and reason for return. We will respond within 2 business days with return instructions.
Can I cancel or change my order?
Yes — provided it has not yet been dispatched. Contact us at contact@orwenandco.com or +441202080175 with your order number as soon as possible. As orders are processed within 2 business days, please reach out quickly. Once dispatched, an order cannot be changed or cancelled, but you can return it under our 14-day return policy once delivered.
Can I send the item back without contacting you first?
No. Please contact us before returning any item. Our team will provide the correct return instructions and return address.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer unless the item was damaged or incorrect.
When will I receive my refund?
Approved refunds will be issued to your original payment method within 5–10 business days of receiving the returned item. Your bank or payment provider may take additional time to process and post the refund.
Do you offer exchanges?
Exchanges may be offered for items of equal value, subject to availability and return eligibility.
To request an exchange, please contact us with your order number.
Email: contact@orwenandco.com
Phone: +441202080175
Items must be unused, uninstalled and in their original packaging. Exchanges are subject to availability.
Damaged or Incorrect Items
What should I do if my item arrives damaged?
Please contact us within 2 days of delivery at contact@orwenandco.com with your order number and a photo of the issue. We will send a replacement or issue a full refund at no additional cost to you.
What should I do if I receive the wrong item?
Please contact us within 2 days of delivery with your order number and a photo of the item received. We will work to resolve the issue as quickly as possible.
Products & Warranty
What does ORWEN & CO sell?
ORWEN & CO specialises in minimalist indoor and outdoor lighting for modern homes, gardens, entrances, patios, and considered living spaces.
Are your products certified?
Our lighting products are selected from suppliers providing CE, UKCA, and RoHS certifications where applicable.
Do your products come with a warranty?
Yes. All products include a 1 year commercial warranty from the date of delivery. Your statutory rights are not affected.
Are your lights suitable for UK homes?
Our lighting products are selected for use in UK homes. Please always check the product page for specific voltage, fitting, and installation details before ordering.
Do I need an electrician to install my light?
Hardwired lighting should be installed by a qualified electrician in accordance with local electrical regulations.
Payments
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Shop Pay, Klarna and PayPal.
What currency do you use?
All prices are listed in GBP.
Is my payment secure?
Yes. Payments are processed securely through Shopify and our payment providers.
Contact
How can I contact ORWEN & CO?
You can contact us by email at contact@orwenandco.com or by Phone: +441202080175
What is your response time?
We aim to respond within 2 business days.
What are your business hours?
Our business hours are Monday–Friday, 9am–5pm UK time.
Where is ORWEN & CO based?
ORWEN & CO is operated by SNL.CF / Silavann-john LIM, located at 10 Rue de la Paix, 75002 Paris, France.