Frequently Asked Questions
1. How long is a quote valid for?
Our quotes are valid for 28 days from the date they are issued. This timeframe allows you to review and make decisions regarding your purchase with confidence. If your quote expires, please contact us to request an updated quote or any adjustments that may be necessary based on current pricing and availability
2. What is required to confirm my order?
To confirm your order with Custom Lighting, we require an initial deposit of 50% of the total order amount. This deposit secures your order and allows us to begin processing and preparing your items. The remaining balance is due before the final delivery or collection of your order.
3. Where will my purchase be held?
Until your order is paid in full, the goods remain the property of Custom Lighting. This means that the items will be held at our facility and not released until the total payment is completed. This policy helps us ensure that all transactions are completed as agreed upon.
4. When can I collect my order?
You may collect your order once full payment has been received. If you need to hold your items for an extended period, please be aware that we can only accommodate this for up to three months. After this period, additional arrangements or fees may apply, and it's essential to communicate with us regarding any special requirements or delays.
5. When will I receive my order?
The estimated delivery time for your order will vary depending on stock availability and whether the item is locally sourced or custom-made. In-stock items are typically dispatched within 2–5 business days. For custom or indent orders, please allow approximately 8–16 weeks, as these are made to order and may require international shipping. We’ll provide you with an estimated arrival date at the time of purchase, and keep you updated should there be any changes along the way.
6. What is your policy on shipping and delivery?
Custom Lighting offer shipping nationally for all orders. Please contact a team member to provide a quote for shipping. Shipping fees will vary based on the size, weight, and destination of your order and will be clearly outlined at the time of purchase. For any special delivery requests or time-sensitive orders, please contact our team directly - we’re here to help.
7. Can I cancel my custom made or indent overseas order?
Unfortunately, cancellations are not accepted for custom or indent orders. Since these orders are specifically made or ordered to meet your unique specifications and requirements, they cannot be returned or cancelled once the process has begun. We encourage you to review your custom order details carefully before confirming to avoid any issues.
8. Can I cancel my standard order? This relates to items in stock at the time of purchase.
Standard orders can be cancelled within 7 days of placing the order. However, please be aware that a cancellation fee may apply. The fee amount will depend on the stage of processing your order is at the time of cancellation. We recommend contacting us as soon as possible if you wish to cancel to discuss the applicable fees and ensure a smooth process.
9. Can I return my standard order? This relates to items in stock at the time of purchase.
Returns for standard orders are accepted within 14 days from the purchase date. If you need to return an item, please ensure it is in its original condition and packaging. To initiate a return, contact one of our team for instructions and to receive a return authorisation.