HELP / FAQ

Orders & Payments

Q: Can I cancel my order?

A: Orders can be cancelled before they are dispatched. Please contact us as soon as possible. If your order has already been shipped, it will need to follow our Returns Policy.

Q: What payment methods do you accept?

A: We accept secure payment methods as displayed at checkout, including major credit/debit cards and other trusted payment providers.

Q: Will I receive an order confirmation?

A: Yes, you will receive an email confirmation after placing your order, followed by a shipping confirmation with tracking details once your order is dispatched.

Shipping & Delivery

Q: Do you offer free shipping?

A: Yes, we offer free shipping within Australia on orders $150 and above. Orders under $150 incur a flat shipping fee of $15.

Q: How long does delivery take?

A: Based on customer locations:

NSW, VIC, QLD, ACT, SA, TAS: 1–6 business days
WA, NT and other: 7–11 business days

These timeframes include both processing and delivery time.

Q: When will my order be shipped?

A: Orders are typically processed and dispatched within 1 business day. Orders placed before 5:00pm are usually shipped the same day.

Q: How can I track my order?

A: Once your order is dispatched, you will receive a tracking number via email.

Q: What if my order is delayed?

A: Delivery times are estimates and may vary due to courier delays or external factors. If your order is significantly delayed, please contact us and we’ll investigate and assist you.

Returns & Refunds

Q: Can I return an item if I change my mind?

A: Yes. We accept change-of-mind returns within 30 days of delivery. Items must be unused, uninstalled, and returned in original packaging. A 10% restocking fee applies. Return shipping costs are the customer’s responsibility. Original shipping fees (if applicable) are non-refundable.

Q: How long does it take to receive a refund?

A: Refunds are processed within 5 business days after the returned item has been received and inspected.

Q: What if my item arrives damaged or faulty?

A: If your item is damaged, faulty, or incorrect, please contact us with photos and your order number. We will arrange a repair, replacement, or refund in accordance with Australian Consumer Law.

Products & Installation

Q: Do I need an electrician to install my chandelier?

A: Yes, we recommend that all lighting products are installed by a licensed electrician in accordance with Australian standards.

Q: Do your products come assembled?

A: Most chandeliers require some assembly. Installation instructions are provided with your purchase.

Warranty & Support

Q: Do your products come with a warranty?

A: Yes, we offer a 2-year warranty covering manufacturing faults under normal use.

Q: What is not covered under warranty?

A: The warranty does not cover damage caused by misuse, incorrect installation, or unauthorised modifications. Consumables like light bulbs are generally not included.

Q: How do I make a warranty claim?

A: Contact us with your order number, a description of the issue, and photos or videos. We’ll review your claim and provide the next steps.

General

Q: Do you ship internationally?

A: Currently, we only ship within Australia from our Sydney warehouse

Q: How can I contact you?

A: You can call us during opening hours or reach us via email at sales@crystalchandelier.com.au. We aim to respond within 24 hours.

Crystal Chandelier Australia is owned and operated by:

Zodiac Lighting Pty Ltd

Address: 13/ 265 Parramatta Road Auburn NSW 2144

ABN: 87 641 093 281

ACN: 641 093 281