FAQs
Are my details secure?
Yes your details are 100% safe. At Luminous we take your customer’s privacy seriously. For more information please see our Privacy Policy. We store any information you give us securely and we use high-level SSL encryption technology for online transactions. We will continue to ensure that we have the most up to date technology available to ensure that we can do business in a safe and secure manner. Our shopping cart technology is PCI compliant and our website is regularly scanned by Trust guard to detect vulnerabilities or Malware.
What forms of payments do you accept?
We accept Credit card payments with Visa, Mastercard and Amex or you can pay with Paypal.
How much does shipping cost?
Luminous has FREE shipping on all orders over $100 anywhere in Australia. Standard shipping rate is $19.95 for all orders below $100.
What do I do if I haven’t received my confirmation email?
Once you submit payment, you will receive an email to confirm your order. If you don’t receive this, be sure to check your junk or spam folder.
How long does it take to deliver?
Most orders are shipped from the warehouses within 3-5 business days of ordering. Delivery of each ordered products can take from 5-10 business days from the date of order.
If your item is on backorder or unavailable, we reach out to you via e-mail. If your item(s) are available for immediate shipment (within 3 business days), we will process the charges and submit the order for shipment.
How can I track my order?
When you purchase on Luminous Pendant Lighting we will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within 3 business days of your order, feel free to follow up with us at support@luminouspendantlighting.com.au
Who do you use for delivery?
We reserve the right to choose which carrier to use and this will depend on your delivery location and the size and weight of your order.
What if I am not home during the delivery?
You can nominate to have your order left unattended by providing instructions in the space provided in checkout when ordering the item(s).
Is there a warranty or a guarantee policy?
All items sold are generally covered by a minimum 12 months manufacturer’s warranty with a few exceptions. Manufacturer’s Warranty is valid only within Australia and commences from the purchase date on your invoice. Most manufacturers require that their products are installed by qualified electricians and we highly recommend that you keep the receipt from your electrician in case it is required for a warranty claim.
Please see our Product Guarantee for more information
What is the process to cancel my order?
You are entitled to cancel your order for any reason within 5 business days from date of purchase as long as the goods have not yet been dispatched from the warehouse. In this case we will refund your money in full.
All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
Please see our Returns Policy for more information.
If I am not satisfied can I return any items?
Your satisfaction is extremely important to us. At Luminous, we pride ourselves in shopper confidence. Should you be not satisfied with the product you have purchased from us, you have the option of returning the item within 30 calendar days of having received it. We cannot accept returns on products that have been installed or products that are not been returned in the exact condition in which they were sent out to you as we resell these products. Unfortunately we cannot accept returns on Sale/Clearance items or items that are imported especially for you.
Please see our Returns Policy for more information.
What is process for returning the goods?
Please see our Returns Policy for more information on how you can return goods. We have a step by step process on how to return goods. We will walk you through the whole process
What about any damages?
Please see our Returns Policy for more details on damaged goods. We have a step by step process on how to return goods. We will walk you through the whole process
I have some questions or there is a problem with my order, is there someone I can speak to?
Yes of course. We always love hearing from our customers. Our friendly Customer Service Team can be reached Mon to Fri 9:00 am to 4.30 pm on 1300 490 555 or by email support@luminouspendantlighting.com.au.