FAQ

How is my payment processed?

Your payment is processed through the secure ‘STRIPE’ payment platform. STRIPE is certified to PCI Service Provider Level 1.  This is the most stringent level of certification available in on-line payments.

How is my order delivered? 

We use StarTrack Couriers and TNT Express.  

In the event that there is an unforeseen delay with the dispatch of your order, we will notify you on the next business day with the details to confirm whether you still wish to proceed.

Can I track my order? 

Yes, we will send you your tracking details once your order is dispatched.

COVID 19 - Update 12th August 2021

Showroom: Due to recent government restrictions, our showroom is currently closed.  

Online Store: Our online store is still operating as usual and we are here to answer any phone and email enquires.

Warehouse: Our warehouse is open for receiving and dispatching.  However, we are unable to cater for pick ups from the warehouse at this time.  If you have an order that is ready in our warehouse, we will be in contact to advise you of your delivery options.  

Current Covid delays - 12th August 2021

The following products currently have longer lead times:

Code starting with 'CAL'...currently 3 - 4 weeks

Code ending with 'LQA'....currently 7 weeks

Why is pricing not displayed on all of the products on your website? 

No pricing doesn't always mean expensive lights....so please do not hesitate to contact us for more information.

Certain manufacturers request that pricing not be displayed to create a fair platform for their distrubutors.  

Another reason is that some products are made to order from overseas where pricing of materials and freight vary over time - requiring a quotation for each enquiry.  

Do you offer Trade Pricing? 

Yes, we do offer trade pricing.  

If you are a registered Lighting Consultant, Architect, Interior Designer, Interior Decorator, Electrician or Builder (or you represent one of these entities) please email  info@creativelightingsolutions.com.au with your lights/lighting schedule and we will provide you with project pricing at competitive rates.

Can you help me with technical advice? 

Yes we can.  Along with running a retail lighting showroom and on-line lighting store, we are also Lighting Consultants.  A large component of our business is designing lighting plans and specifying lights for residential and commercial projects.  

What sets us apart from other on-line stores is that we offer our customers expert advice on all aspects of their project. Whether you require advice on styling/numbers/spacing/sizing of lights, switching, drivers etc, our team can competently assist our customers or their Electrician to ensure their lighting plan and installation meets their requirements.  

Whether you are purchasing on-line or directly through our retail showroom, you will receive the same dedicated service from our team.

Do you deliver outside of Australia?

Yes we do.  Please send an email to info@creativelightingsolutions.com.au with the items you are interested in as well as your postal code, state and country and we will arrange a quotation including the freight costs.  

What happens if my order arrives damaged? 

If you receive damaged goods, please notify us within 7 days via email with images of the damaged product and packaging.  If the goods have been damaged in transit we will offer you a replacement part or full replacement.  

What if my light is faulty? 

If you find that a product is faulty once it has been installed, and your order is still within the manufacturer’s warranty period, we can assist you with the warranty process.  Please send an email with your name, date of purchase and images/details of the fault.  

Returns

We understand that choosing the right light isn't always easy.  We are here to help you with your lighting selection from sizing, colours, finishes and any other relevant specifications.  Please feel free to send through details / images of your space to help us assist you.

We do not offer refunds, however, if you decide that the lights are just not right or you have changed your mind, please contact us within 30 days of receiving your order and send them back to us at your expense for a store credit less 20% restocking fee.  (This does not apply to made to order lights or lights ordered from overseas)  Provided that the lights and packaging are in the same condition that you received them, we will organise a credit and assist you in finding a suitable alternative.

 

 

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