Q. I want to return my order! What do I do?
A. Simple. You can easily take advantage of our famous Easy Returns by calling us on 1300 85 12 02 or by emailing firstname.lastname@example.org . We will arrange your return with no fuss or cost to you.
Please repack your items as close to how they were originally packed as possible. They must be in saleable condition for us to accept a return. Read on for more info on what to do in case of damaged or warranty claims.
Q. Can I get a refund or exchange for my returned order?
A. Either, it’s your choice. We will offer you a full refund or if there are other products on our site that you are interested in, we will arrange to send those to you.
Q. I’ve installed my lights but don’t like them anymore, can I return them?
A. No, we are not able to resell lights that have been installed. You need to decide whether you would like to return an item before they are installed.
Q. How long does it take for my refund to come through?
A. We need to wait to receive your returned items back to our warehouse before we process your refund. Usually it will take 2 working days from when your items are picked up to them returning to our warehouse, we will then inspect them before processing your refund.
Refund processing times can vary slightly depending on which payment method you made your original purchase with. PayPal payments can take between 1 -3 working days. Major credit cards will take between 3 – 5 working days and direct transfer will take between 1 -3 working days to refund.
Q. I am returning an order purchased with a Gift Card, how does that work?
A. Returns on Gift Card purchases are covered by our Easy Returns. The one difference is that we will not provide a refund of the goods as you didn’t make the original purchase. We will however exchange the items you are returning for any other items in our store to the value of your Gift Card.
Q. What are the shipping charges for returning an order?
A. Simple. There are none.
Q. How will you pay my refund?
A. We will process your refund back to the source of your original payment. This may be a credit card, PayPal account or bank account. If you would like to make a different arrangement please contact us on 1300 85 12 02 to discuss further.
Q. My order is faulty or damaged, what do I do?
A. If your order is damaged on delivery we ask that you immediately take some photos on your camera or smart phone and send them to us at email@example.com . Don’t unpack the items any more than is necessary to do this. If you are not able to take a photo please call us immediately on 1300 85 12 02.
Damaged orders will be replaced at no cost to you.
Q. I have a warranty claim, what should I do?
A. All of our items are covered by a 2 year warranty. This means that if they are faulty in this time, we will replace them at no cost to you.
Pendant Lights, Chandeliers, Wall Lamps and Outdoor Lights must have been installed by a licensed electrician to be eligible for a warranty claim and you will need to be able to provide proof that they were. This may be via a receipt or other documentation from the tradesperson.
If you think you have a warranty claim to make please call us on 1300 85 12 02 or email firstname.lastname@example.org
Q. Do you charge for shipping?
A. No. All shipping within Australia is completely free. We do not have any hidden costs or charges.
Q. How long will it take before I receive my order?
A. We aim to have orders to your door within 7 working days. In the majority of cases, orders will be delivered in 4 working days. Australia is a big place and that means there is no one size fits all answer. Please feel free to get in touch with us to discuss shipping times further, we’d be happy to hear from you.
Q. Do you ship internationally (outside Australia)?
A. Yes we can ship to countries outside of Australia. There will be an additional shipping charge based upon the size of your order and where you would like it delivered. Email us at email@example.com and we will provide you shipping quote.
Q. Can I use my PO Box as a delivery address?
A. Not at this time. Unfortunately our freight providers do not ship directly to PO Boxes. We ask that you please provide either a residential or business address for us to send your order to.
Q. How will my order be shipped?
A. Your order will either be shipped using a freight provider such as Direct Freight, TNT Road Express, TOLL or Couriers Please. We also use Australia Post for parcel delivery.
Q. What if I’m not home to receive my delivery?
A. No problems! If you have a safe place for our freight providers to leave your order please let us know in the “notes” section on our order form. You can provide authority for your order to be left. If this is not possible, our freight provider will leave a card notifying you that they have been. You will simply need to call the number on the card and arrange a time for your order to be redelivered when you are home.
Q. Do you accept credit cards?
A. Yes we do accept all major credit cards. You can use VISA, MasterCard and AMEX.
Q. Can I pay with my PayPal account?
A. Yes you can absolutely pay using PayPal. You will find a dedicated Pay with PayPal button at checkout.
Q. Can I pay by bank transfer?
A. Yes you can pay via bank transfer. There is an option to select this payment method during the checkout process. You will be provided with the relevant account details to make payment to on our Thankyou page once your order has been submitted.
Please make a record of these and make your transfer ASAP. Once you have made the transfer please send a transfer receipt to firstname.lastname@example.org. We will only ship orders made via bank transfer once the funds are received.
Q.Is it safe to use my credit/debit card online?
A. Our checkout is provided by Shopify. Shopify provide checkout systems for 100, 000 Ecommerce stores worldwide including many household names. Shopify’s checkout uses the latest Secure Socket Layer (SSL) 256-bit encryption technology.
This is the same technology that large banks use to keep your information secure, so shopping online with us is as secure as it possibly can be.
Our staff do not have access to your payment details unless you provide them to us via a phone order. No payment details are stored by us so you can rest easy that we will not be able to lose your details or misuse them.
Q. Are the products on your website in stock?
A. The vast majority of the products on our website are currently in stock and ready for delivery. If a product is temporarily out of stock it will be clearly marked as "Out of Stock". If this is the case you can request, on the product page, to be notified when it is back in stock.
Q. How can I get assistance if I need it?
A. If you need assistance at anytime during your experience with us you have a few options to get in touch;
Get in touch, we’d love to hear from you!
Q. I’m a tradesperson, interior designer or architect; do you offer trade or wholesale rates?
A. Yes! We would love to work with you on your next project and can offer you a trade rate. Please contact us on 1300 85 12 02 or by emailing email@example.com and we will provide you with a quote.
Q. Where are your shipping and returns policies?
A. You can find our shipping and returns policies online by clicking here.
Q. Do you do backorders?
A. Yes we are able to take backorders if there is a particular product that you would like that isn’t currently in stock. Have a chat to us about it by calling 1300 85 12 02 or by emailing firstname.lastname@example.org
Q. Do you have shop fronts that I can visit?
A. No, at this time we are online only. Not too worry though with our first class customer service and outstanding shipping and easy returns we can provide you as good an experience as you will get in any retail store in Australia.
Q. Do you offer live chat support?
A. Yes, during business hours and often even out of hours we are able to chat with you online.
You can see our online chat tool in the bottom right hand corner of your screen. Simply click on it to start chatting. If for some reason we are not currently online, enter your questions and email address and we will get back to you as soon as we are back online.
Q. Do you match prices if an item goes on sale after I purchase it?
A. Yes we will, if you have placed an order and the item(s) go on sale we will refund you the difference between your purchase price and the sale price. Just send us an email at email@example.com and we will make it happen.
Q. The item I want is out of stock. What do I do now?
A. If you see a product advertised on our store then it will be in stock. In the event that we do not have the quantities you are after or you would like to purchase something that is not currently showing on our store please get in touch and we will let you know how soon we can get the product(s) you are interested in.