Shipping policy

SHIPPING POLICY

Where we ship

We ship Australia wide.

Shipping cost

Shipping is free on every order. There is nothing added at checkout.

Processing time

Orders are prepared for dispatch within 1 to 3 business days. Orders placed on weekends or public holidays are processed from the next business day.

Transit time

Once dispatched, most orders reach an Australian address within 6 to 20 days. Some items travel on slower routes and can take up to 25 days. Regional and remote areas may take longer again.

Total estimated delivery time

Allow 8 to 23 days from placing your order to receiving it, and up to 28 days for the slower items and remote addresses.

We would rather give you an honest timeframe than an optimistic one. If your order is running later than the range above, contact us and we will chase it.

Where orders ship from

Our stock is held and dispatched by our supply partner overseas and sent by air freight on a tracked service. Once the parcel reaches Australia it is handed to a local carrier for final delivery.

Tracking

You will receive an email with tracking details once your order has been dispatched. This is a separate email to your order confirmation. Tracking can appear to pause for several days while a parcel is in transit between countries and then update several steps at once. That is normal.

Delays

Occasionally deliveries are delayed by customs, carrier issues, weather or peak periods. We will keep you informed if we become aware of a delay affecting your order.

Incorrect addresses

Please check your delivery address carefully at checkout. If a parcel is returned to us because the address was incorrect or incomplete, you may need to cover the cost of resending it.

Missing parcels

If tracking shows your order as delivered but nothing has arrived, or tracking has not updated for more than 10 days, email us with your order number and we will open an enquiry with the carrier.

Damaged in transit

If your order arrives damaged, contact us within 7 days with photos and we will make it right. See our refund policy for details.

Contact

Solene info@solenelighting.com