Frequently Asked Questions

ORDER

Which payment methods are accepted?

We accept Paypal and major credit cards:

  • Visa
  • Mastercard
  • American Express

What is your cancellation policy?

We do not accept cancellations on custom made order items.

If you find youself in a situation where you want to cancel your stock item order you must let us know within 24 hours - contact our customer support - otherwise there is a high possibility the order would have been processed and dispatched.

What is your return and exchange policy?

We do not accept returns on custom made order items due to change of mind or product suitability for the application.

Custom Made items are;

  • Linear Lights
  • Classic Hamptons
  • Fabric Pendants (with the exception of the Simple Drum)
  • Some LED Pendants
  • Any product that states 'Australian Made'

Any stock item(s) can be returned or exchanged within 30 days from the day you received the order and in its orginal condition and packaging. Click here for more information.

All costs incurred including return shipping will be paid by you. The item has to be received back in saleable condition for the return to be processed.

***WE WILL NOT ACCEPT ANY RETURN IF THE ITEM WAS ALREADY INSTALLED***

Can I change my delivery address?

Please tell our customer support team via Contact Us immediately. If your order has not been shipped, we may be able to change the address for you.

SHIPPING/DELIVERY

Where do you ship to?

We ship to every State and Territory in Australia for FREE.

We do not ship internationally.

How long will delivery take?

Please refer to the below estimated delivery times for each State or Territory. The estimated delivery timeframe is exclusive of the manufacturing and packaging of your order after purchase confirmation.

  • New South Wales = 2-3 Days
  • Victoria = 2-3 Days
  • Queensland = 2-3 Days
  • South Australia = 3-5 Days
  • Northern Territory = 4-6 Days
  • Tasmania = 5-7 Days
  • Western Australia = 5-7 Days

(Note remote areas will take additional shipping time)

Upon completion of your order, you will receive a tracking number which you can use to track the shipping progress.

How do I track my order?

Once the order has been shipped, you will receive an email with a tracking link. Please allow 12-24 hours for the link to show any information. Note once an item has left our warehouse, we cannot change the address or expediate the delivery process.

If your shipment is showing as delayed, please contact us so we can raise an enquiry with the delivery company

Can I change my delivery address?

Once an item(s) has been shipped, we cannot change the delivery address.

Why is my tracking link not working yet?

Please allow 12-24 hours for shipping information to show up as tracking information is only updated when the package is scanned though parcel point hubs. This means that if the tracker is not updated daily, the package is still on its way to you.

If the package is not received in 5 days after the allowed delivery time for your state, please Contact Us

PRODUCT

Do you have a store where I can see and touch the products?

Unfortunately, we do not have physical retail shops, we are an online shop only.

What is the Warranty Period?

Please refer to the list below for product warranty periods.

  • Linear = 3 Years
  • Ring pendants = 3 Years
  • Classic Hampton = 1 Year*
  • Fabric Pendants = 1 Year*
  • LED Pendants = 3 Years

The warranty covers the products provided the fitting was installed by qualified personnel in compliance with your local applicable regulations and relevant legislation.

The Light Studio does not warrant claims based on defects or damage caused by improper installation, improper operation, misuse and/or modifications carried out by the purchaser or third parties. This will result in warranty being void.

Damage due to the above misuse or neglect. while not covered under warranty, may be repairable for a reasonable fee.

All costs incurred including return shipping will be paid by you.

(*The warranty does not cover the fabric part of the pendant. Any claims for faulty fabric shades must be made to The Light Studio within 7 days of receiving the item(s))

Are globes included in my order?

Globes are not included with items that require them.

Note, all of our Linear, Rings and other LED architectural pendants have built-in LED that can be replaced if the LED fails inside or outside the warranty period.

How to clean my lights?

Our fittings are crafted from durable high-quality materials that make them long lasting if care is taken to keep them clean and safe. Use the soft brush attachment on your vacuum cleaner and a dry cloth to remove dust.

We will not replace free of charge any pendant damaged from cleaning agents or any
equivalent product.

Keeping the LED lamps and electrical components clear of dust and grime will assist the
long life of the LED lamps

How to install my lights?

All our pendant lights must be installed by a qualified electrical contractor otherwise all warranty is voided.

Installation Instructions that your electrical contractor can use are included in the package(s).

WHOLESALE/TRADE

I am a retail store owner, can I buy your product wholesale?

Please get in touch with us if you would like to open a wholesale account.

I am an Interior Designer. Do I qualify for a trade discount?

Yes, we offer trade discounts to Interior Designers. Please get in touch with us and we will provide you with a personal discount code that you can enter at the checkout.

I am an Electrical Contractor. Do I qualify for a trade discount?

Yes, we offer trade discounts to Electrical Contractors. Please get in touch with us and we will provide you with a personal discount code that you can enter at the checkout.