COVID-19 Important Customer Information
*Updated - 8th April 2020*
We would like to firstly say that we hope everyone in Australia stays safe and well during this very challenging time. As an Australian owned company Lighting Illusions is doing what we can to remain open and support our incredible team in any way we can.
We will keep the below info updated on different aspects of our business so you can continue to rely on the amazing service our team has always strived to deliver.
Warranties and Returns.
At present all SIX of our Retail Showrooms are OPEN. Our staff are there to help you in any way they can, even if it is from a 1.5-meter distance.
Please note that our Retail Trading hours have changed due to COVID-19 - Click HERE for our store Trading Hours
We take the health and safety of our team and customers seriously and are closely following Australian Government advice so that you can feel comfortable shopping at our stores. As part of the constantly evolving processes, our staff are practising social distancing, cleaning our stores frequently and maintaining outstanding personal hygiene.
Presently, no team member or family have contacted COVID-19.
If you would prefer to stay home, you will be pleased to know our online store is running at 100% with all customer service staff now working remotely. There is no change in the way you can get in touch with our knowledgeable team; reach out via email, phone or live chat Monday to Friday from 8am to 5pm AEST.
We are doing our best to get back to all the emails and phone calls in a timely manner however with the huge influx of customer contact we are seeing delays in getting back to all our customers. We would ask that you please be mindful of this and we thank you for your patience.
All orders over $100 ship for FREE.
Our warehouse in Brisbane is dispatching hundreds of products from your favourite local brands, Australia-wide and is shipping out daily. For the safety of our customers and warehouse team, we have put a temporary hold on orders being picked up from our warehouse.
Please allow extra time for both your order to be processed and delivered.
We have started to see delays for both incoming and outgoing goods and delivery times due to Covid-19.
Currently, Australia Post is collecting from us on a daily basis and we are working closely with them to ensure that orders are delivered on time. However as the current situation evolves there may delays of several days in delivery times.
You can check on the latest info from Australia Post website on Covid-19 effects here
We ask for your patience and understanding during this unprecedented time and rest assured our team is doing the very best we can to continue to deliver goods on time.
We are pleased to announce there is no change in your ability to take advantage of our 30-day returns policy. Our team is currently processing returns twice a week to ensure that things continue to operate as quickly as you have been used to.