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Frequently Asked Questions

How long will it take to receive my order?

Each order will have different variables on shipping timeframes. Location is the biggest factor, if you are located in east coast metro cities then delivery will be much quicker. If your order is a simple globe it will be dispatched swiftly and on a faster service normally as it’s cheaper to send via air, if your order is large with many different products this will increase the time by a day and sometimes up to 3 days.

Below is a rough estimate on shipping time frames after dispatch.

NSW/QLD/VIC Metro 1-4 Days

NSW/QLD/VIC Country 3-8 Days

SA/TAS2-7 Days

WA/NT 6-12 Days

If your order is urgent and don’t mind paying for express airfreight, give us a call and we can explore the quickest couriers possible to hit your deadline.

How much is shipping?

For most metro area's around Australia shipping will be $11.95. Alternatively, shipping will be calculated at checkout.

Can I pick up my order?

Yes, you can pick up your order. Just place the order as normal and select the "Pick Up" option in the checkout. Please note: Our standard processing times of 3-5 business days still apply. You will receive a notification via email when the order is ready for collection.

What Couriers do we use?

We are always in search of better services from couriers and pricing to pass back to the customer. Currently we are using Australia post for most of our orders, we also use couriers please and Star Track express.

Can I arrange my own courier service?

Yes, you may send your own courier, mark pick up in the checkout and send through your shipping labels, please check with us before booking the courier in to pick up to ensure the package is ready for collection.

What happens if I am not home to receive the package?

This will depend on whether you have selected signature required in the checkout, if you have ticked the box for signature required then the courier will leave a card for you to contact them and arrange to receive. If you have not selected signature required, they will leave the parcel in a safe place.

Do we deliver to PO Boxes?

Yes, we do, packages must be under 1.2 meters only though.

How will I know when my order has been dispatched?

Once the courier has collected from our warehouse you will receive update tracking instantly. Each order is supplied with tracking number. Once the courier has collected from our warehouse you will receive update tracking instantly. Each order is supplied with tracking numbers which you can track on the courier’s websites which you can track on the courier’s website.

Why does my order have no tracking?

If your order has not been picked up by the courier there will be no tracking, you still will have the tracking number but until they pick up the goods it will be blank, please be patient.

Do we send internationally?

Yes, we send to any country in the world, please proceed through checkout and we will return with the freight costs and if you are happy to go ahead, we will send over a separate invoice for freight costs.

Do you offer overnight delivery?

Yes, we do please call office prior to order to see if it is possible, certain products will not be eligible for overnight service.

Can I choose my dispatch date?

Yes, please leave a note in the checkout to dispatch on a certain date.

Will I receive my order all at once?

Most times yes however, we sometimes need to ship from different warehouses.

Can I leave delivery instructions?

Yes, most cases the couriers will follow the instructions however, they do not always follow our instructions. Leaving a note for the courier to call before arrival is the most requested instruction which they do not follow through with. Asking to leave the package in a certain place is usually fine.

What is your returns policy?

Please see the link below for our returns policy.

View our returns page.

Can all products able to be returned?

No, products which are custom cut such as LED Strip or Aluminium Profiles are not refundable.

Other items which are non-refundable are lamp shades, clearance items and gift cards.

What costs are involved to return items?

All costs to return items are at the buyer’s expense, this includes the original freight charge sent out to the customer. If the order has free shipping this does not include free shipping back to us.

I do not have the original packaging, or it is damaged can I return?

No, for us to resell the item we the product returned in brand new selling condition, without the packaging it is useless, look to sell your items used on marketplaces such as Ebay or Amazon.

Will I receive a full refund if I return my item?

You will not receive back the original cost of freight charge to us by the courier. If the return is sent within the 30 days of purchase and is accepted you will receive a store credit.

Order has been received damage what do I do?

Once received contact us straight away of any damages, we must be notified within the first 7 days of received. Take photos of damages and email to returns@thelightingoutlet.com.au.

I received the wrong order or products?

Please check your invoice closely with the goods received and if in correct please take photos and email through to returns@thelightingoutlet.com.au.

I want to cancel order after it has been placed, what do I do?

Please contact us immediately, we will try our best to help you out in this case but once the order has been placed, we start the process straight away in getting the order out to you and it maybe to late to cancel.

Can I change the shipping address after the order has been placed?

If the order has not left our warehouse then yes you can, if it is already with the courier then we can not change the address, feel free to reach out to the courier your self with the tracking numbers and in some cases they may be able to assist you with this request.

Can I add an item to my order after I have placed the order?

No sorry, please do a separate order and leave a note on that order so we can try our best to join the orders. We process orders immediately after the order is placed and sometimes it is too late to make changes. 

What payment methods do you provide?

We are always looking for a better service for our customers and the methods can change, currently we accept Visa, Mastercard, PayPal, ApplePay, Google Pay, Afterpay, Zip Pay and Shop Pay.

Do we offer Layby?

Sorry not at this stage, look to use pay later programmes like Afterpay or Zip pay which are both in our checkouts.

Can I do a direct bank transfer to pay?

Yes, in the checkout select this service and the banking details will be there.

Can I use American Express?

If you select Pay Pal then use your American Express account through Pay Pal then yes.

How can I subscribe to special offers and content?

Create an account on the below link.


How do I unsubscribe?

On every email you receive at the bottom footer there will be a line which says unsubscribe from our emails, click that link and you’re done. If you are having troubles doing this please email customerservice@thelightingoutlet.com.au with your details and we will unsubscribe for you.

Ive forgotten my password to my account?

Go to the link below, put in your email and click the link whichsays forgot password, this will allow you to reset.


Is The Lighting Outlet an Australian company?

Yes, The Lighting Outlet is 100% Australian owned and run. TLO was established in 2013.

How do I become a supplier?

Please email sales@thelightingoutlet.com.au

How can I trust buying online?

Read our reviews on the link below!

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