Frequently Asked Questions

If talking to a real-life human is more your thing, you can reach out to our Customer Service Team

How can we help?

FAQ

General

How do I contact Lighterior?

Our customer services team are available Monday to Friday from 9am until 5pm. If you have any questions, please get in touch:

Email: hello@lighterior.com.au
Phone: 1300 57 67 56

Address: 116 Queen St, Beaconsfield NSW 2015

Do you offer a trade discount?

Yes we do, please email us at hello@lighterior.com.au and include your full name, business name, ABN, mobile number, website and type of business. One of our team will get back to you as soon as possible.

Do you support authentic designs?

Yes, at Lighterior, we're dedicated to supporting original design.

Everything on our site is authentic and bears the maker's mark. We stand behind the quality of everything we sell whilst your satisfaction with our products and service is paramount to us. Lighterior makes every effort to select and sell products made of the highest-grade materials, built by specially selected manufacturers to exacting standards. 

To find out more about our designers & brands, click here.

Where do your products come from?

We expertly select international and local brands who are passionate about producing high quality and unique indoor & outdoor lights.

Click here to read more

What warranty does Lighterior offer?

All fittings sold on the Lighterior website carry a minimum 2 year warranty as directed by Australian consumer laws. This warranty only covers the repair or replacement of the product and does not include any installation or electrical costs.

This guarantee is only valid provided:
- All electrical parts are installed by a qualified electrician.
- Installation and maintenance guidelines have been followed.
- The product is used in a suitable environment.

- Valid from the date of receipt not the date of installation.

In the unlikely event the product is faulty, and the fault cannot be rectified under the manufacturer's warranty, we will offer a complete exchange or if we are unable to exchange for the same or a similar product, we will offer a full refund.

Please note: That many of our products are made by hand and therefore slight variations and imperfections are a part of the character of the product.

All electrical fitting must be installed by a qualified electrician and all warranties requests will require evidence of the qualified electrician(s).

For information on how to make a claim, please see refer to the Returns & Refunds tab on this page.

Do you have a showroom?

Unfortunately, we are an online only store. We can supply extra images of products and videos (if available) on request. Please contact us at hello@lighterior.com.au or call 1300 57 67 56 if you would like more information on our products or require any further assistance.

Ordering

What forms of payment are accepted?

We currently accept payments through Visa, MasterCard, American Express and PayPal.

Coming soon:  Zip Money & AfterPay

How can I cancel my order?

If you wish to cancel an order before the order has been processed (maximum business day after placing order), please email us at hello@lighterior.com.au as quickly as possible quoting your order reference number.

Why do I have to wait for production of my order?

A vast majority of Lighterior products are labelled made to order this means that this item will be made and imported specifically for you from the supplier.

Please note, we are unable to offer refunds or exchanges once an order has been placed if: 

- The item is a made-to order item.
- The order has been put into production per the customer's individual specifications eg. a specific finish, size, or design modification.

We apologise for any inconvenience this may cause, but rest assured, your item will be expertly manufactured from the finest materials just for you. 

Shipping & Delivery

What shipping details do you require?

Please ensure you enter the correct shipping details when placing your order and that someone is present during business hours to sign for your delivery.

Unfortunately, we cannot deliver to PO Boxes.

If your details need to be changed once an order has been placed, please contact us at hello@lighterior.com.au. If your product has already been dispatched, you will need to contact the courier directly to redirect your delivery.

When can I expect to receive my order?

If your product is in stock, Lighterior will aim to ship your products within 1-3 business days from the date the order is placed.

Lead times for items not in stock will vary from product to product, with estimates indicated within each product description.

These may change for larger or bulky/oversized items. If you have any questions regarding your order or for any specific lead time enquiries, please contact us at hello@lighterior.com.au and provide your name & invoice number where possible.

How much will shipping cost?

Shipping charges are calculated at checkout.

Do you offer express shipping?

If you require your item before the estimated production & lead time stated on the product page, we do offer an express freight option however, this does not apply for all products and will come at an additional cost. If you have any questions regarding this service, please contact us at hello@lighterior.com.au and provide your name, location, product information.

How will I know when my goods have been dispatched?

You will receive a confirmation email with tracking details for all courier dispatches.

Do you deliver items separately?

No. If you have ordered multiple items, we will send these out to you in one delivery as soon as they all arrive at the Lighterior warehouse. Once they have been quality checked, we will dispatch completed orders unless unforeseen circumstances occur.

Do you offer pick up service?

For local customers, we offer a free collection service from our Beaconsfield (Sydney, NSW) warehouse. Collection is available between 10am and 4pm, Monday to Friday (excluding public holidays).


If you place your order before 5pm and the items you're ordering are in stock, you'll be able to collect them any time after 12 noon the very next day (Monday-Thursday only).


If you place an order for items that have a lead time, and you wish to collect them, we will contact you as soon as they arrive. You'll be able to collect them from our Beaconsfield NSW warehouse straight away.


If you choose to collect goods directly from our warehouse, please don’t forget to bring along your order number and a form of identification as proof of purchase.
If you have any questions regarding this service, email us at hello@lighterior.com.au

Why do I have to wait for production of my order?

A vast majority of Lighterior products are labelled made to order this means that this item will be made and imported specifically for you from the supplier.

The estimated production and delivery time has passed, and I haven’t received my order. What do I do?

We are sorry you have not yet received your order. We provide estimated production time frames on each product page to give you guideline on when your order is expected to arrive. However, there are sometimes circumstances beyond our control which means that they are subject to change. We work hard with our suppliers to ensure that delays are kept to a minimum. That said, they are sometimes unavoidable.

We will try to give you as much notice as we can if a delay has affected your order. If you would like an update on your order status, please email us at hello@lighterior.com.au


Please note, we are unable to offer refunds or exchanges once an order has been placed. 

Returns & Refunds

Do you accept returns or exchanges?

Please choose carefully as we do not offer a refund if you change your mind or order incorrectly. We ask you check the specification carefully to enable you to choose the correct finish(es), size, quantity and other specification.

At Lighterior, we carefully curate premium indoor and outdoor light fixtures from international designer brands. Therefore, these items are generally not stocked in Australia so we cannot refund you if you simply change your mind.

In the event you do make a mistake we will exchange your light fixtures, if notified within 30 days of receiving the order. However due to the above reasons this will incur a 25% restock fee, plus the items must have original undamaged packaging materials. The cost of return is at the customer’s expense.

What do I do if my item arrives damaged?

If your goods arrive damaged or faulty, Lighterior is here to fully support you.

If the goods arrive in a way you were not expecting, please notify our team within 3 days of receiving the goods at hello@lighterior.com.au with a clear description and images for our team to assist you.

Please do not install these items.

For more information on making a claim, see the Returns & Refunds page

What if I receive the wrong product?

We apologies for any inconvenience with this error. In the event of any discrepancies, please do not proceed with installing the product(s). We ask if you could contact us immediately so that we may arrange the appropriate outcome.

Please email us a detailed explanation, include your order number, images (if possible) and any further information to assist our team at hello@lighterior.com.au within 2 days of receiving your order. We will promptly look at rectifying the issue upon receipt of your product. Before installation, please ensure the product fits the description and image on our site.

Where can I find your refunds & returns policy?

Please see Refunds & Return page for if and how you can return your goods and receive a refund.

How do I make a claim?

Please provide us with the following when raising a claim for a faulty/damage item:​​

- Images of the packaging including any damage to the packaging.

- Images of how the goods are packed inside the box.

- Images of any packaging labels both brand labels as well as courier labels.
- Images of the damage or issues you’re having sometimes a video can help.

- The order number so we can easily find the order on our system.
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Please provide us with the following when raising a claim for a product warranty:​​

- Invoice with product & brand details
- Image or video of product issue (if applicable)

Our Customer Care Team will aim to confirm receipt of your email within 2-3 working days, following this a resolution should be provided to you within 5-7 working days. Time must be allowed for investigation by Lighterior, as well as the brand and delivery agents before a resolution can be provided.

When sending any item back to us, it is important that you save all the original packaging. Please make sure it is packaged as it was when it arrived with you. If the packaging was damaged, extra packaging may be required. Our Customer Care Team are on hand to give guidance on this.

If the products are deemed damaged in transit we will either arrange repair (when relevant) arrange a replacement or if a replacement is not available and the product is unusable, we will offer a full refund. If the product is deemed partially damaged but still usable, we may offer a partial refund within reason.

Get in touch

Have questions about your order, or a general enquiry?