FAQ
Our light shades are made by hand from natural materials. There will be variations in colour, texture and size. This is what makes your light unique. These variations are not faults or defects. While we endeavour to represent all products as accurately as possible, there may be variations from the picture online to the item in real life. Please contact us at anna@lighthouselane.com.au if you have any questions about a particular product prior to purchase.
General Questions
Where are you located?
We are located on the stunning shores of the Sunshine Coast, Queensland, Australia.
Do you have a store that I can visit to see the light shades in real life?
No. Our store is exclusively online offering you the convenience of shopping from the comfort of your own couch.
What currency are your prices listed in?
All prices are advertised in Australian Dollars (AUD).
Listed prices do not include shipping.
Can I make changes to an order I’ve already placed?
To meet our goal of providing great customer service, orders are processed promptly. We regret that cancellations or changes to your order may not be possible unless we receive your request by email within 12 hours of placing your original order.
I didn’t receive my order confirmation
Be sure to check your spam or junk folder! Make sure you move the email into your inbox and mark us as 'safe' so you don't miss another notification from us. If you still have not received this, pleasesend an email to anna@lighthouselane.com.au and we’ll follow this up for you.
Shipping
Do you ship worldwide?
No. We only ship to addresses within Australia.
Why is shipping so expensive?
Although light shades don’t weigh very much, they are a bulky item which unfortunately makes them more expensive to ship. We regularly review our courier rates to make sure we are giving you the best option we are able to in terms of courier service and cost.
How long will I have to wait for my order to be delivered?
Typically, delivery occurs within 10 business days of us receiving your payment and funds clearing. Sometimes, due to the high volumes of online deliveries for all couriers, particularly with COVID 19, delivery of your items may exceed this window for reasons outside our control. We work hard to process all orders as quickly as possible an we will send you an email to let you know when your item has been dispatched by us.
Lighthouse Lane does not ship on weekends, Queensland or Australian Public Holidays.
Do you ship to Post Office Boxes?
No. You must provide a street address.
Do I need to be home to accept delivery of my order?
Yes. Our lights are large and valuable. Because of this, our carriers are contracted to produce a proof of delivery. Please ensure someone is home to sign for your delivery. If you are not home when delivery is due your goods will be taken back to the freight depot and a calling card will be left. A re-delivery fee will apply and must be paid for by you prior to re-delivery. Alternatively, you can add a day time address like your work address in the shipping address and it can be delivered there.
Can I save on shipping and pick up my order?
No. Unfortunately due to liability issues, we cannot allow the pick up of items.
Returns
My item has arrived damaged – what do I do?
Let us know via anna@lighthouselane.com.au that your light has arrived damaged or has a major fault within 24 hours of receiving it, with clear images of the damage and the packaging. If the products are deemed to have been damaged in transit, we will either arrange to repair or replace it. If we deem your light shade to be partially damaged, but still useable, we may offer a partial refund.
More information about our returns policy can be found HERE.
The light shade is not what I expected can I return it for change of mind?
Yes. At Lighthouse Lane we hope you love your purchase as much as we do. However, we understand that shopping online means that you can’t touch and feel the lights you are buying, and sometimes what you receive may be different to what you expected. If you change your mind about your purchase, we are happy to offer you an exchange, store credit or refund.
More information about our change of mind policy can be found HERE.
How long does a refund take to process?
Once we have receivedyourlight shade, we will send an email to you to let you know that wehaveit. Please allow up to 5 days for your return to be processed. Your return will be processed less original shipping costs, and will be credited back via the original payment method.
