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….

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.