Frequently asked questions

Our showroom is located at:

141 Penshurst Street,
Willoughby NSW 2068

Our trading hours are:

Monday - Friday: 9am to 5pm
Saturday: 9am to 4pm
Sunday & Public Holidays: Closed

We have plenty of customer parking at the rear of the showroom accessed via Council Lane off Rosewall Street.

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.

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.

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.

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.

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.

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.

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.

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 sales@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!

Please be sure to select your products carefully, ensuring you check that you have selected the correct finish, size, quantity and other relevant specifications as we are unable to offer refunds for a change of mind or incorrect selection. 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.

Urban Lighting has curated and provides access to a truly unique range of premium lighting products that are imported from various interstate and international suppliers; as such, every order is dedicated once placed.

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.

We choose not to drop ship directly from our suppliers to you because we prioritize personally verifying the accuracy of your order before shipping. However, despite our meticulous efforts, errors can still happen.

If you notice any discrepancies from what you ordered and what you received, please refrain from installing the product(s) and contact us immediately so we can arrange the appropriate solution.

Kindly email us a detailed explanation, including your order number, images (if available), and any additional information to assist our team at sales@urbanlighting.com.au within 2 days of receiving your order and we will promptly address the issue.

If your items arrive damaged or defective, Urban Lighting is here to assist you. If your goods arrive not as expected, please contact our team within 3 days of receipt at sales@urbanlighting.com.au, providing a clear description with images so that our team can help resolve the issue.

Please refrain from installing damaged items, as we cannot accept return requests for products that have been installed.

If the products are found to be damaged during transit, we will either arrange for repairs where applicable or provide a replacement. If a replacement of a same/similar product is unavailable and the product is unusable, we will issue a full refund. If the product is partially damaged but still functional, we may offer a partial refund, as appropriate.

Suppliers retain the right to replace faulty or damaged goods prior to issuing any refunds. Neither suppliers nor Urban Lighting can be held responsible for any service fees related installations for damaged/faulty or replacement items.

We offer flat-rate shipping of $50.00 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.

Certainly, we provide express shipping through two methods:

1. Air freighting international orders from overseas and within Australia to our location in Sydney.
2. 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.

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.

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.

For deliveries from us to metro locations, Direct Freight typically takes 2-3 days, while deliveries to regional locations usually take about 5 days.

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!

Direct Freight

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.

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.

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.

We choose not to drop ship directly from our suppliers to you because we prioritize personally verifying the accuracy of your order before shipping. However, despite our meticulous efforts, errors can still happen.

If you notice any discrepancies from what you ordered and what you received, please refrain from installing the product(s) and contact us immediately so we can arrange the appropriate solution.

Kindly email us a detailed explanation, including your order number, images (if available), and any additional information to assist our team at sales@urbanlighting.com.au within 2 days of receiving your order and we will promptly address the issue.

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.

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.

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.

As we source from a variety of global brands, lead times can vary depending on the product. To help you plan, we’ve included an estimated lead time on each product page. Once your order is received and confirmed, delivery to major Australian capital cities typically takes 2–5 business days.

Absolutely! all lights are supplied to us wired to meet Australian Standards for safe peace of mind installation.

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.

100% No fakes or replicas here.

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.