Shipping policy

We want to ensure that your order is delivered in a timely manner and in good condition. Please review our shipping policy for information about how and when your order will ship.

 

1. Order Processing

  • Same-Day Shipping: Orders placed before 6:00 PM AEST are shipped the same day.

 

  • Next-Day Shipping: Orders placed after 6:00 PM AEST or on public holidays will ship the next day.

 

  • Order Confirmation: After placing your order, you will receive a confirmation email. Once shipped, a shipping confirmation email with tracking information will be sent.

 

2. Shipping Destinations & Methods

  • Domestic Shipping: We ship to addresses within Australia. Shipping carriers we commonly use include Australia Post.

 

  • International Shipping: We ship to addresses within New Zealand. International shipping carriers we commonly use include Australia Post.

 

3. Shipping Costs & Timeframes

  • Shipping Rates: Shipping charges for your order will be calculated and displayed at checkout. Rates are based on product weight, dimensions, and destination.

 

  • Delivery Estimates:
    • Road Transport Only (Domestic): Estimated timeframe, 3 - 7 business days
    • Parcel Post (Domestic): Estimated timeframe, 3 - 6 business days
    • Express Post (Domestic): Estimated timeframe, 1 - 3 business days

 

    • Standard (International): Estimated timeframe, 4 - 7 business days
    • Express (International): Estimated timeframe, 2 - 5 business days

Please note that delivery times are estimates and may be subject to delays due to unforeseen factors such as weather conditions or carrier delays.

 

4. Tracking Your Order

  • Once your order has shipped, you will receive a confirmation email containing your tracking number(s) and a link to the carrier’s website to follow the progress of your shipment.

 

  • Tracking information may take up to 24 hours to become available after you receive your shipping confirmation.

 

5. Missing, Lost, or Damaged Packages

  • Missing or Lost Packages: If tracking information indicates that your package has been delivered, but you have not received it, contact us at shop@refraction.lighting for further assistance.

 

  • Damaged Packages: If your package arrives damaged, please retain all packaging materials and take photos of both the packaging and the damaged items. Contact us immediately at shop@refraction.lighting to initiate a claim.

 

7. Incorrect Shipping Addresses

  • We are not responsible for orders not received due to an incorrect or incomplete shipping address provided at checkout. If you notice an error in your shipping address, please contact us immediately at shop@refraction.lighting. Once the order has shipped, we will do our best to intercept the shipment but cannot change the address.

 

8. Returns and Exchanges

  • We want you to be completely satisfied with your purchase. For details on returns, exchanges, and refunds, please refer to our return and refund policy.

 

9. Contact Us

If you have any questions or concerns about our Shipping Policy, please contact us at shop@refraction.lighting.