FREQUENTLY ASKED QUESTIONS
- Location, Trading Hours & Parking
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Our showroom is located at:
141 Penshurst Street,
Willoughby NSW 2068Our trading hours are:
Monday - Friday: 9am to 5pm
Saturday: 9am to 4pm
Sunday & Public Holidays: ClosedWe have plenty of customer parking at the rear of the showroom accessed via Council Lane off Rosewall Street.
- Are all lights on display in your showroom?
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We can only dream! Even if our showroom were as vast as a football field and five stories high... perhaps then? While our showroom is spacious, it's not quite large enough to showcase our entire range. We diligently curate collections on display to exhibit the size and finish of the majority of our brands' lights. If you're seeking a light not currently on display, just reach out to our team. They're thoroughly acquainted with all our brands and can assist you with the specifics you're looking for.
- How do I see a light before I purchase it?
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If the item you're interested in is showcased in our showroom, wonderful! Feel free to drop by and take a look. However, if it's not part of our display, we'll strive to assist you by providing details on dimensions, finishes, and suitability for your requirements. Regrettably, we're unable to order every light for every customer to preview before purchasing. We understand it's not the most ideal situation, and making a decision based solely on photos can be challenging. Nevertheless, we're here to support you, so don't hesitate to rely on us. We'll do everything we can to assist you.
- Do you have all lights on your website?
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Nowhere near! We feature roughly 20% of our brands lighting options on our website for you to peruse. If you can't spot what you need, don't hesitate to contact our team, and they'll scour the options for you.
- What does 'POA' refer to on your website where the price usually is?
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POA stands for 'Price On Application'. In certain instances, brands may not allow pricing to be displayed on websites, while other products may have complexities such as variations in finish, suspension, size, and shipping, which can impact pricing. For any products marked as POA on our site, please reach out to our team, and they will gladly provide assistance.
- Product Image Disclaimer
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Please note that the actual product may differ slightly from the images displayed on the website. Variations in color may occur depending on the device used to view the product or the angle at which the item is photographed. The specifications provided for each product are based on the information provided to us by our suppliers and should be used as a general guide only. Urban Lighting cannot be held responsible for the accuracy of this information.
We encourage you to choose wisely, and if you have any doubts, please don't hesitate to contact our showroom staff before making a purchase.
- All about lead times
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We don't maintain stock of any lights in our warehouse; instead, they're stored in supplier warehouses worldwide, and we order them for you upon your purchase. Delivery times can vary significantly depending on the brand and warehouse location, ranging from 2-3 days to several months. To assist you in making informed decisions, we've provided a lead-time guide for each product.
- Can I change the shipping address after placing my order?
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Certainly! Since we're sourcing lights from different suppliers, there's ample time to make changes to the shipping address if needed. Furthermore, our team will reach out to you to ensure that all shipping information is accurate before we proceed to book the courier.
- I have not received confirmation of my order?
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Rest assured, we're currently in the process of checking our supplier warehouses to ensure the timely delivery of your products and to prevent any unexpected delays. It's important to note that we won't proceed with processing your payment until we've confirmed that the products are indeed in stock. This verification process typically takes up to 24 hours. If you haven't received any communication from us, it's possible that there was a glitch in cyberspace and your order didn't reach us. Please don't hesitate to reach out to us at sale@urbanlighting.com.au for assistance.
Alternatively, if confirmation emails are not in your inbox, they may be in your junk or spam folder. This can occasionally happen, so don't forget to check there as well!
- What if I change my mind or make an incorrect selection on an order?
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As a reseller of over 100 brands, we strictly adhere to the Terms & Conditions set by each brand regarding order changes and returns. Typically, there's a restocking fee associated with returning products to the supplier warehouse, usually set at 25% of the order value. This fee covers the initial processing, shipping costs, and additional expenses involved in returning the goods and arranging a second shipment. In essence, all orders are dedicated and we do not offer refunds for incorrect choices or changes of mind. If a supplier chooses to accept a product return, restocking fees will apply.
If you notice an error in your order, please inform us as soon as possible. There's a chance we can intervene in the order processing with our suppliers and make changes before it's shipped to us. However, once the order has been shipped, we're left with no alternative but to initiate the 'restocking' process for returning the goods.
If you're unsure, we recommend refraining from placing an order until you're absolutely certain about your selection. Our helpful team is available to assist you before you commit to any order.
Returns of 'custom made lighting orders' to any supplier are not permitted.
- What payment methods do you accept?
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For online orders, we offer a range of payment methods, including VISA, MasterCard, AMEX, PayPal, Afterpay, GPay, SHOP, and ApplePay. For in-store purchases, we accept VISA, Mastercard, Debit Card, AMEX, Bank Transfer, and cash.
- What if there are missing items from my order?
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We choose not to drop ship directly from our suppliers to you because we prioritise personally verifying the accuracy of your order before shipping. However, despite our meticulous efforts, errors can still happen. If you find that items are missing from your order, it's possible that Direct Freight has split your order into two shipments. Typically, the remaining balance is delivered the following day, which is a common occurrence. If there are any missing parts or globes, please reach out to us immediately, and we'll make every effort to rectify the situation for you promptly.
- What if my light is damaged/faulty?
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If you happen to receive a light that appears damaged in its packaging, please promptly email us photos of both the damaged box and the product inside. In the event that the light exhibits electrical faults during installation, kindly ask your electrician to contact us, providing details of the technical difficulties they encounter. This allows us to promptly offer assistance and address any faults without the need for an additional electrician call-out. We are committed to working closely with you and our brands to swiftly resolve any faulty product issues. It's important to adhere to the following guidelines, as stipulated by all lighting brands:
- All installations must be carried out by a registered, qualified electrician.
- Brands retain the right to replace faulty goods initially, prior to issuing any refunds.
- Neither brands nor Urban Lighting can be held responsible for any service fees related to warranties or replacement installations.
- How much does shipping cost?
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We offer flat-rate shipping of $30.00 for all orders across Australia. Our aim is to ensure fair shipping costs for customers in all regions, including those in Western Australia, South Australia, the Northern Territory, and Tasmania. This flat rate applies exclusively to online orders.
- Do you offer express shipping?
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Certainly, we provide express shipping through two methods:
- Air freighting international orders from overseas and within Australia to our location in Sydney.
- Expedited shipping of your orders from our facility to your destination.
The pricing for express shipping is determined on a case-by-case basis and depends on the size and quantity of items being shipped. For more details on express shipping options, please reach out to our team.
- How will I know when my order has been dispatched?
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Once we've received, checked, and prepared your order for shipment, we'll include your contact details in the booking. This ensures that you receive updates and tracking information regarding the delivery of your order. Feel free to reach out to us anytime for updates on the progress of your order from our different suppliers.
- Will I get a tracking number?
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Absolutely, you'll receive tracking information for your order. As soon as Direct Freight picks up your goods from us, you'll be notified that your order is en route. You can utilise the provided tracking number to monitor the progress of your order to its destination.
- How long will it take to ship my order?
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For deliveries from us to metro locations, Direct Freight typically takes 2-3 days, while deliveries to regional locations usually take about 5 days.
- Can I pick up my order?
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Certainly! Just choose 'Collect in-store' at checkout, and we'll keep your items safe in our warehouse at the Willoughby Showroom until you're ready to pick them up. It's that simple!
- Which courier service do you use?
- What happens if I am not home to receive my order?
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We understand that sometimes plans change unexpectedly, and you might not be available to receive your delivery. No worries! If there's no one available to accept the delivery, Direct Freight will return the goods to a holding depot and notify us. We'll then reach out to you promptly to arrange a new delivery time. Please note, we have a 2-3 day window to reschedule the delivery; otherwise, the order will be returned to us, and additional shipping fees will apply for resending the order.
- Do you ship internationally?
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Unfortunately, we only ship within Australia at the moment. However, don't let that deter you! You can organise your own freight, and we'll gladly provide you with all the necessary box dimensions and weights.
- Are my lights warrantied if I purchase through Urban Lighting?
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Absolutely! Our suppliers provide a minimum warranty of 12 months on their products, with many offering extended warranties ranging from 5-7 years to as long as 25 years for anti-corrosion protection. While our suppliers are committed to delivering quality products, occasional issues may arise. You can trust us to work closely with you and our suppliers to swiftly resolve any problems that may occur.
Please note that each brand has its own warranty terms and conditions, which must be followed. Some brands may require more detailed information than others, depending on the product.
If you encounter any issues with your products, please don't hesitate to email us at sales@urbanlighting.com.au, and we'll promptly begin working to resolve the matter.
- What happens if I receive the wrong product?
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One of the reasons we don't drop ship directly from our suppliers to you is because we prefer to personally verify that everything you've ordered is correct before shipping it out. However, mistakes can occur despite our best efforts. If you receive incorrect items, rest assured that we'll promptly arrange for their collection and expedite the shipment of the correct products to you. It's crucial that you check your order as soon as it arrives so we can rectify any errors promptly.
- Do you offer Trade pricing?
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Our Trade Partner Program offers exclusive trade pricing to professionals in the industry, along with access to our dedicated team for information on availability, lead times, specification sheets, and installation guides.
Keep an eye out for our upcoming Trade Portal, launching soon. If you're in the building industry—whether you're an Architect, Builder, Electrician, Designer, Stylist, Project Manager, or Specifier—and you're interested in joining our Trade Partner Program, please fill out our Application Form here.
- Who do I contact regarding my lighting plan?
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Urban Lighting Director & Principle Project Manager Robert Ruja looks after the majority of our more extensive lighting plans.
For more information, please see OUR PROCESS page.
Of course all of our staff are experienced enough to help guide your through every aspect of lighting you home or business. - Are lighting plans free?
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Yes & No.
\For complimentary advice and help, please come in and see any of our friendly staff who are only too happy to help you.
For more detailed lighting plans we do offer a Lighting Design Service with many packages available.
For more information on our Lighting Design Services please see OUR PROCESS page. - How long do I have to wait for my lights?
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The majority of these lights have a standard 16 week lead-time.
Express air freight in 4-6 weeks is available for shorter timelines.
We keep some product lines at our Willoughby warehouse for immediate collection.
- Are the American lights wired to Australian Standards?
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Absolutely! all lights are supplied to us wired to meet Australian Standards for safe peace of mind installation.
- Are these lights on display so I can see them before I buy?
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We wish we had showrooms big enough to display all these amazing lights, but unfortunately we don't.
We carefully select our display range to best expose as many collections as possible and of course have samples in our showrooms of all the finishes available. - Are the designer lights originals?
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100% No fakes or replicas here.
- Are you able to source a specialty globe?
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Usually. We keep a large range of globes in stock and have access to large and smaller globe suppliers, so it is highly likely we can track down what you're looking for.
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