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Help & FAQs

Our Frequently Ask Questions web page is not a substitute for reading the operative provisions of Our Terms of Use. The operative provisions of Our Terms of Use are legally binding. Our Frequently Ask Questions web page is not legally binding, and do not limit the scope or operation of the operative provisions.

To read our full terms of use, please click the link: Term of use is available here

SHOWROOM & WAREHOUSE

Is there a showroom or warehouse I can visit?
- OnlineLighting does have a warehouse which is located in Brookvale NSW and it is open to the public.
- OnlineLighting does not have showroom.

Where is your warehouse located?
Unit 54, 49-51 Mitchell Road
Brookvale 2100
New South Wales
Australia
(Nearest cross street is Powells Road)

Can I touch and feel an item before ordering?
- Yes, if the item is In-Stock at our warehouse you are welcome to visit our warehouse to inspect it prior to ordering.
- OnlineLighting recommends calling ahead to confirm item is In-Stock at our warehouse before arriving.

I WANT TO RETURN MY ORDER…..

Changed your mind?

No Problem! You have up to 28 days from the date your order was received to notify us that you wish to return your order for an exchange or a refund (subject to any applicable fees or charges). To ensure all returns are re-sellable, we ask that the order be returned to us in full working condition, unfitted, unmodified and in its original packaging with all its accessories.
- The customer is responsible to arrange and pay for the return delivery.
- Online Lighting will not accept any form of return/s if a customer is to change his/her mind on products classified as special order, made to order, clearance or final sale items.

What’s the returns process?

For all returns please download and complete our returns form and send the completed form to OnlineLighting via email to: sales@onlinelighting.com.au and we will advise you what to do next.

How long will it take to get my refund?

Refunds are usually processed within 48hrs of goods being returned or refund being authorised, whichever is the sooner.

What’s a restocking fee?

A restocking fee is what OnlineLighting will deduct from any refundable amount for an item that is returned for a change of mind.

Why do you charge a restocking fee?

OnlineLighting charges a 15% restocking fee for a change of mind returns. We need to charge a restocking fee to allow for the additional time and work involved in arranging the refund and to compensate us for the subsidised shipping and all of the work involved in supplying and selling and making the goods available to you in the first place.

Do I have to be charged a restocking fee?

No, you can avoid being charged the restocking fee by choosing to receive your refund as a store credit which will be valid for 6 months.

I RECEIVED MY ORDER BUT…..

It arrived damaged or faulty!

Uh oh! Was your order damaged during transit? If so, let us know as soon as possible via email by replying to your original order confirmation describing what the damage or issues are and if possible include photos of the damage/issues and we will arrange for a replacement/s to be sent to you and then, we will arrange for a possible "next day" collection of the damaged parcel.
If it appears to be faulty or if your product develops a fault within its warranty period, then you’re entitled to replacement parts/products. Let us know as soon as possible via email by replying to your original order confirmation describing what the issues are and if possible, include photos of the issues you are experiencing, and we will advise you what to do next.

I haven’t received everything I ordered!

If you received some of your order but not all of it, don’t panic sometimes deliveries of multiple packages can get separated during transit, if this happens firstly check the tracking number provided to you at the time your order was dispatched and….
- If it is showing items are still to be delivered please allow another 3 business days. if it hasn’t arrived within that time please let us know via email by replying to your original order confirmation.
- If it is showing items as all being delivered please let us know via email by replying to your original order confirmation.

My order hasn’t been delivered yet!

If you do not receive your order with in the expected timeframe, don’t panic as mentioned in “When can I expect my order to arrive?”, sometimes deliveries can be delayed, if this happens firstly check the SHIPPING address details you supplied at the time of ordering are correct and
- If all the details are correct with your order, then check the tracking number provided to you at the time your order was dispatched and….
- If it is showing item/s are still to be delivered please allow another couple of business days. if it hasn’t arrived within that time please let us know via email by replying to your original order confirmation.
- If it is showing item/s as all being delivered please let us know immediately via email by replying to your original order confirmation.
- If some of your details you provided at the time of ordering are incorrect and your order has been dispatched, it will be too late for OnlineLighting to take any action.

Return to sender (RTS)

OnlineLighting urges you to review and verify all your order details via your emailed order confirmation as it is the sole responsibility of the customer to enter their correct delivery address and, if applicable, collecting their parcel from a collection point,. We are not liable for any information incorrectly entered by the customer at the time of placing their order. In the event that the parcel is unable to be delivered due to the customer's error and therefore RTS, OnlineLighting will contact you with options for (non-subsidised) re-shipment at the customers expense.

Do I need to be home when it gets delivered?

No, you do not need to be at home to receive your order.
We all live busy lives and sometimes it can be difficult to be in two places at once so when you get to the checkout simply select the AUTHORITY TO LEAVE (ATL) option and will we can have our nominated courier service leave your item(s), unattended in accordance with any of your specified instructions (if any). However, should our nominated courier service, believe it unsafe to leave the item(s) unattended, they can, at their discretion, leave a delivery/collection card and take your item(s) to a relevant collection point. You will then need to arrange to collect your item(s) from the specified collection point.

SHIPPING INFO (DOMESTIC)

When can I expect my order to dispatched?

Items In-Stock at our warehouse will ship within 24 hrs from next business day following date order was placed.
Items In-Stock at our offsite warehouse will ship within 4-7 business days from next business day following date order was placed.
Items that are Out-Of-Stock at the time of ordering, the estimated lead time for backordered items will be noted on your order confirmation. We recommend checking stock with a customer service representative prior to placing your order should you require any additional information.
Items that are Out-Of-Stock after the time of ordering, you will be contacted as soon as humanly possible by a customer service representative and he/she will personally update you on the situation with your order and discuss with you your various options available to you.
Once your order has been dispatched from our warehouse a tracking number will be emailed to you for you to get up-to-date delivery information.

How will my order be sent?

Our primary method of shipping is Australia Post Should the items being dispatched be unable to be sent by our primary method we will use an alternate reputable international freight company.

When can I expect my order to arrive?

- NSW: 1-2 business day from date of dispatch
- ACT: 1-2 business day from date of dispatch
- VIC: 2-3 business days from date of dispatch
- QLD: 2-3 business days from date of dispatch
- SA: 4-5 business days from date of dispatch
- TAS: 4-5 business days from date of dispatch
- WA: 7-10 business days from date of dispatch
- NT: 7-10 business days from date of dispatch

For regional areas, allow up to 2 business days extra to the above delivery times.
The above delivery times are estimates and are intended as a guide only. Delivery times can be affected by factors such as the delivery location, mechanical failures, weather events, industrial action and whilst all care is taken in the packaging and dispatching of your order, OnlineLighting will assume no liability for any late deliveries once the item/s have been dispatched from our warehouse.

SHIPPING CHARGES (OUTSIDE AUSTRALIA)

How much is shipping?

To check on your shipping charges for international orders, after adding your items to the basket click on "VIEW CART" then click on the "CALCULATE" next to the "Shipping Cost" and enter the destination details and the system will automatically calculate what the freight charges will be.

Do I get charged with GST

No, the GST is automatically removed for all overseas orders.

SHIPPING CHARGES (WITHIN AUSTRALIA)

How much is shipping?

OnlineLighting offers a subsidised flat rate shipping of $16.95 on all STANDARD orders to anywhere in Australia, irrespective of quantity ordered or value of order.
Once your order has been dispatched from our warehouse a tracking number will be emailed to you for you to get up-to-date delivery information.

Can I get my order sent express?

At the checkout include a comment that you would like to get a cost for express postage and once we have your order ready to be dispatched, we will contact you to provide a costing for express shipping, any costing will be in addition to the standard shipping fee.
- Should you wish to proceed with the express postage you will just need to pay for the additional express postage charge with the customer service representative who contacted you.
- Should you wish to decline the express postage option simply tell the customer service representative who contacted you and your order will be dispatched as normal.

Instead of having it shipped, can I collect my order?

You sure can, if you would like to collect your order yourself from our warehouse, just select “warehouse pick-up” at the checkout
Once your order is ready for collection you will receive an SMS text message advising that your order is ready for collection as well as the collection address.

Opening Hours
- Mon – Fri: 9:00am – 5:00pm

PRICE MATCHING

I found a better price elsewhere will OnlineLighting match it?

In the unlikely event that you should find an identically stocked item(s) at one of our competitors’ website advertised at a lower price, please notify us via one of the following methods, prior to placing your order, with all the relevant details for the item(s) and once we verify these details we’ll beat the price, subject to certain conditions. Price Beat Policy

- By clicking on the Price Beat Guarantee” button for the item on our website
- Over the Phone: 02 9939 3000 (our friendly staff are waiting to assist you)
- Via Live Chat

ORDERS & ORDERING (OUTSIDE AUSTRALIA)

Can my order be delivered internationally?

Absolutely! Please place the order online and the system will automatically calculate the freight for you.

Once my order is placed, when can I expect my card to be charged?

Full payment is required for all orders at the time of placing your order.
For international orders OnlineLighting accepts the following payment methods
- PayPal

Are there any additional costs that will be due upon receipt of my order?

Unfortunately, we are unable to advise if any amount of duties, tariffs, taxes and/or customs will be applicable for international deliveries, please contact your local government or visit your local Customs government website for specific details of duties, taxes and/or customs.

What are my international shipping options?

For international orders our primary method of shipping, is Australia Post International. Should the items being dispatched be unable to be sent by our primary method we will use an alternate reputable international freight company.
Should you wish to engage your own courier service, please notify us, we are able to provide a commercial invoice and the package dimensions if required.

Who should I contact if I have questions regarding my order?

Got a question about you need answered, just contact OnlineLighting via one of the following methods:
- Over the Phone: +61 2 9939 3000
- Via Live Chat

Will the items work with my country’s voltage?

Unless otherwise specified the wiring & assembly of all electrical goods listed on our website are to Australian standards. For international orders it is the responsibility of the customers to ensure any ordered electrical goods are suitable and compatible within their specified country.

When can I expect my order to arrive?

Delivery times are estimated between 1-10 days from the date of dispatch.

For regional areas, allow up to 3 business days extra to the above delivery times.

The delivery times are estimates and are intended as a guide only. Delivery times can be affected by factors such as the delivery location, mechanical failures, weather events, industrial action and whilst all care is taken in the packaging and dispatching of your order, OnlineLighting will assume no liability for any late delivery

While all care is taken in the packaging and postage of your purchase, we will assume no liability for any late delivery or any delivery delayed, held or detained by local government agencies or authorities.

ORDERS & ORDERING (WITHIN AUSTRALIA)

How do I place an order?

Orders can be placed with OnlineLighting via any of the following methods
- Online via our website: https://onlinelighting.com.au/ 
- Via Email: sales@onlinelighting.com.au
- Over the Phone: 02 9939 3000 (our friendly staff are waiting to assist you)
- By visiting our warehouse at warehouse location

Can I place a special/custom order?

Special/custom order options are available for a selection of our products. please contact us via one of the following methods.
- Phone: 02 9939 3000
- In Person at our warehouse location

Our customer service representatives will be happy to discuss custom capabilities, provide costings and estimate lead times. A special/custom order may have lead time of up to 12 weeks. Please note: all custom orders are a final sale and ineligible for return.

How do I cancel an order?

If you need to cancel all or part of your order, please contact us as soon as possible. Cancellations are not guaranteed until you receive an email confirming cancellation. Once an order has been shipped, it may not be cancelled. If the order cannot be cancelled, please refer to our return policy.

How do I check my order status?

If you placed your order online as a registered user, please sign in to view your order history.

If you checked out as a guest, you can get an update on your orders progress by the following methods.

- Over the Phone: 02 9939 3000 (our friendly staff are waiting to assist you)
- Via Live Chat

Will I get a tax invoice for my order?

A tax invoice (order confirmation) is emailed as soon as the order is finalised.

What methods of payment do you accept?

Payment is required for all orders at the time of placing your order and OnlineLighting accept any of the following payment methods:

- Visa
- Mastercard
- American Express (surcharge applies)
- PayPal
- ZipPay

OPENING HOURS (AEST)

Website - OnlineLighting.com.au
- 24 hours a day
- 7 days a week
- 365 days a year
- 366 days on a Leap year

Phone lines
- Monday to Friday 09:00 – 17:00
- Saturday – Closed
- Sunday - Closed
- Closed public holidays

Warehouse
- Monday to Friday 09:00 – 17:00
- Saturday – Closed
- Sunday - Closed
- Closed public holidays

Live Chat
- Monday to Friday 09:00 – 17:00
- Saturday – Closed
- Sunday - Closed
- Closed public holidays

DO YOU HAVE A CATALOGUE?

Yes, you can download any of our catalogues here.
We recommend shopping from our website in order to ensure that you have access to the most current styles, sizes and overall selections.
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