FAQs

I just placed an order, when will it ship?
We hand-pack every order with care, as our lighting is delicate. Please allow 10-15 business days for delivery within Australia (1-2 business days handling, plus 7-10 business days transit).
You will receive tracking once your order is dispatched. If you don't have a tracking number after 7 business days, please email us.

I am not in love with my order, can it be returned? What if there is an issue?
We offer a 100% money-back guarantee if your product is defective or arrives damaged. Email us at support@lumedesigns.com.au with your order number and a photo, and we will arrange the return at our cost and refund the full amount of your original purchase once it reaches us. If you have simply changed your mind, you can return an unused item within 30 days, with return shipping at your cost. Please include your name and order number on the returned parcel. This is in addition to your rights under the Australian Consumer Law.
Please note: If your package is on the way, you must wait for it to arrive and return it before receiving a refund.

Can I cancel my order?
You are able to cancel your order with no penalty! You must cancel your order before it ships. If the item is already sent please use our easy return system to get a full refund.

I have entered an incorrect address, what do I do now?
If you have misspelled or autofilled in an incorrect address, simply reply to your order confirmation email and confirm. Once you double-check if the address given is wrong, kindly notify us via email  If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.

How long does shipping take?
We ship Australia-wide with free standard shipping. Please allow 10-15 business days for delivery. Since our lighting is delicate, we take extra care packing each piece so it arrives safely.

I have a question that wasn't answered, can you please help?
Absolutely! Please send us an email and we will be happy to assist you in any way we can.
We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.

Do I need an electrician to install this?
Yes. All of our lighting is hardwired, and in Australia hardwired electrical work must be carried out by a licensed electrician in line with AS/NZS 3000 (the Wiring Rules). Having it installed by anyone else is an offence, will usually void your home insurance, and voids the warranty on the fitting. Full detail on our Compliance & Safety page.

Are your lights compliant with Australian electrical standards?
Our fittings are specified for the Australian supply — 220–240V, 50Hz — and our manufacturing partners hold current SAA Approvals certification for components used in them, including the internal wiring cable and the Edison screw lampholders. Both certificates are published in full, with their scope and expiry, on our Compliance & Safety page, where you can also download them for your electrician.

Can I use a wall dimmer with your dimmable lights?
Generally no. Our dimmable fittings are dimmed by their own remote or driver and should run from an ordinary switched circuit. Pairing a remote-dimmed LED fitting with a wall dimmer can cause flicker, buzzing or early failure. If a fitting is remote-dimmed its product page says so — and there is more on our Compliance & Safety page.