Answers to the questions we are asked most often. If yours is not here, email contact@brenelo.com and we will reply within 1 to 2 business days.
About Brenelo
Who operates this website?
Brenelo is a trading name of Lead For Success Ltd, a company registered in England and Wales, company number 13160878. Our registered office is 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, and our team operates from Cambridge, United Kingdom.
Where do your products ship from?
Our products are made by manufacturing partners overseas, mainly in China, and are shipped to you directly by a third-party fulfilment partner. We are an online retailer — we do not manufacture the lighting we sell and we do not hold it in a UK warehouse.
Where can I see your lamps in person?
We sell online only. We have no shop, showroom or collection point.
Delivery
How quickly will my order arrive?
Orders are processed within 1 to 2 business days and then spend 5 to 7 business days in transit, so most arrive 6 to 9 business days after you order. Orders placed after our 6:00 PM UK cutoff, or at a weekend, start processing the next working day. Full details are on our delivery page.
Is delivery free?
Yes. Every order sent to a UK address is delivered free of charge, with no minimum spend. Any import charges are separate — see the next question.
Will I have to pay import duty or customs charges?
Possibly. Because your order is shipped to you from outside the United Kingdom, UK import VAT and, on higher-value consignments, customs duty may become due when it arrives. Where charges apply the courier will contact you to collect them before delivery. These charges are set by HMRC and the carrier, they are not included in the price you pay us, and we cannot predict or refund them. Our Shipping Policy explains this in full.
Do you deliver outside the UK?
Not at the moment. We only deliver to addresses in the United Kingdom.
Can I follow my parcel?
A tracking link is emailed as soon as your order is dispatched, and you can check progress at any time on our Track Your Order page. Tracking can take up to 24 hours to become active with the carrier.
Orders and payment
I have changed my mind. Can I cancel?
Yes, provided you tell us within 24 hours of ordering and the order has not yet been dispatched. After that the parcel may already be on its way, in which case it can be sent back under our returns policy instead.
Do your prices include VAT?
No. Lead For Success Ltd is not currently registered for UK VAT, so no VAT is added to the goods on your order. Every price on brenelo.com is shown in pounds sterling, delivery to a UK address is free, and the price you see on the product page is what you pay us at checkout. Import charges raised by HMRC or the carrier on arrival are separate and are payable by the recipient, as explained above.
Which payment methods do you accept?
We accept American Express, Apple Pay, Diners Club, Discover, Google Pay, Maestro, Mastercard, Shop Pay, Union Pay and Visa. Payments are processed securely by Shopify Payments. Full details are in our Billing Terms & Conditions.
Do you take orders for businesses or larger quantities?
We do. Email us with what you need and we will come back with pricing and lead times.
Returns and refunds
What if my item arrives damaged or does not work?
Let us know within 30 days of delivery and we will send a free replacement or a full refund, whichever you prefer, at no cost to you. A photo of the problem speeds things up, and in most damage cases we do not ask you to send anything back.
Can I return something I simply do not like?
Yes. You have 30 days from delivery to return any item that is unused, uninstalled and still in its original packaging. Email us first and we will send you the return address and instructions.
Where do returns go, and who pays the postage?
Our returns address is in China, where our fulfilment partner is based. For change-of-mind returns, return postage is the customer's responsibility, and international postage costs more than domestic UK postage — we recommend getting a quote from your carrier before you send anything back. Where the item is faulty, damaged or incorrect, we cover the cost of the return, as UK consumer law requires. Our returns policy sets out the full procedure.
Is there a restocking fee?
No. We never deduct a restocking or handling charge from a refund.
How long does a refund take?
Once your return reaches us we check it and issue your refund to the original payment method within 14 days.
How do I swap for a different size or colour?
We do not offer exchanges. The simplest route is to return the original for a refund and place a new order for the one you want.
Products
Is there a warranty?
All of our lighting is covered against manufacturing defects. If a fault appears, contact us and we will put it right. This is in addition to your statutory rights under the Consumer Rights Act 2015, which are not affected.
Still need help?
Email contact@brenelo.com, call +44 7871 227519 (Monday to Sunday, 9:00 AM to 5:00 PM UK time), or use the form on our contact page. We reply within 1 to 2 business days.
Lead For Success Ltd, trading as Brenelo. Company number 13160878, registered in England and Wales. Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.