FAQ

Our standard operating hours are Monday to Friday, 9:00 AM to 5:00 PM, excluding public holidays and our annual Christmas closure period.

Our head office is located in Sydney. However, as we have team members based in Perth, Victoria and Queensland, please note that local time applies in each respective location when contacting or scheduling with specific team members.

Yes we have a showroom Located at 232 Arthur St, Teneriffe QLD 4005 Please contact (07) 3100 8842 for more information

We maintain a dedicated showroom in Teneriffe, Queensland (an inner suburb of Brisbane), where a wide selection of items is on permanent display for viewing.

Our team members are distributed across multiple locations, including Sydney, Melbourne, the Gold Coast, and Perth. This enables us to provide localised support where feasible.

Whenever possible, we can arrange for product samples to be delivered or presented to you directly. Given the extensive range of products we offer, we may not always have the precise item in immediate stock. In such cases, we will make every effort to provide a close equivalent, alternative options, or representative colour swatches to assist with your decision-making.

Please feel free to contact us to discuss your requirements, and we will coordinate accordingly based on your location and preferences.

We are pleased to accept orders over the phone for your convenience. Please refer to our Contact page for the appropriate local office telephone number based on your location.

For new customers:
To process your order and establish an account, we will require your invoicing and shipping details. Our team will guide you through the setup during the call or follow up as needed.

For trade customers:
To apply trade pricing and discounts, we will need to verify your company details via email prior to processing. This may include your business name, ABN (or equivalent), and any relevant trade credentials. Once confirmed, we can proceed with your order at the agreed trade rates.

Should you have any questions or prefer to place your order online, our trade portal (for registered trade accounts) or website quote request form are also available options.

We look forward to assisting you—please don’t hesitate to reach out.

Yes, we offer a dedicated Trade Portal designed exclusively for qualified trade architects, designers, and lighting engineers

Through the portal, registered users can:

• Access exclusive pricing and trade discounts in real time
• Place orders and make purchases directly online
• Receive dedicated support from our trade team for inquiries, project specifications, and assistance

This secure, user-friendly platform streamlines your workflow, providing convenient access to our full range of products and personalised resources.

To register or learn more about eligibility and access, please submit a trade account application via our website or contact our team directly—we'll be happy to guide you through the process.

Yes, trade discounts are available to qualified professionals, including Architects, Interior Designers, Lighting Engineers, Electricians, Contractors, and Wholesalers.

To discuss eligibility, applicable discount levels, or to request a personalised quote, please submit a quote request through our website or contact our team directly. We will be pleased to provide further information and assist you accordingly.

Requesting a quote is easy. Either submit documents through our website, Email us the details or browse our products and add items effortlessly using the 'Add to Quote' button available on every product page. More information in the Link Below.

Request a quote

If your order arrives with visible damage incurred during shipping, we kindly ask that you report the issue to us as soon as possible.

To be eligible for a claim, damage must be reported within 7 days of delivery. Claims submitted after this period cannot be accepted.

How to Report:

• Email us at hello@enlightened-living.com.au
• Include the following in your message:
  Your order number
  Clear photos of the damaged goods (including packaging where possible)
  A brief description of the damage observed
  

For full details on our damaged goods policy, including any additional requirements or exclusions, please refer to our Terms and Conditions on the website.

We appreciate your prompt notification, as it helps us resolve issues efficiently and work with our carriers to prevent future occurrences.

If you have received an incomplete order (e.g., missing items or short-shipped quantities), please contact us as soon as possible after delivery so we can investigate and resolve the issue promptly.

Under Australian Consumer Law, you are entitled to a remedy — such as receiving the missing items at no additional cost, a partial refund, or a full refund if preferred — when goods do not match your order. Enlightened Living will arrange to send the outstanding items (or provide an appropriate alternative) and cover reasonable costs associated with any returns where required.

If you have received the wrong order (e.g., incorrect items, sizes, colours, or quantities), please notify us immediately at hello@enlightened-living.com.au so we can take swift action. We will arrange collection of the incorrect goods (at our expense where applicable) and dispatch the correct items to you promptly, in line with your consumer rights.

How to Report an Incomplete or Wrong Order:

• Contact our customer support team at hello@enlightened-living.com.au as soon as you notice the issue.
• Please include your order number, a clear description of the problem (e.g., which items are missing or incorrect), and clear photos of the items received, packaging, and any packing slip or invoice.

We recommend checking your order upon receipt and reporting any discrepancies quickly to help us resolve them efficiently. We’re committed to ensuring you receive exactly what you ordered and appreciate your understanding of our international sourcing process. Thank you for choosing Enlightened Living!

In most cases, we ship via StarTrack Express. On occasion, and depending on specific circumstances, we may use another reputable carrier to ensure the best possible service

Once your order has been dispatched from our Sydney warehouse, delivery times will vary depending on your location within Australia.

• Metropolitan Sydney, Canberra, Brisbane, and Melbourne: typically 1–2 business days.
• Adelaide, Sunshine Coast, and most other East Coast locations: typically 2–3 business days.
• Far North Queensland, Western Australia, and Tasmania: typically 5–10 business days.

Please note that these are standard estimates based on typical courier and express shipping services. Actual delivery times may be affected by factors such as public holidays, peak periods, or remote addresses. We recommend tracking your shipment for the most accurate updates.

Deliveries are scheduled Monday to Friday, between 9:00 AM and 5:00 PM (local time).

Please note that we are unable to accommodate requests for specific delivery dates or time windows. Our courier partners manage scheduling based on their standard routes and operational requirements.

We recommend ensuring someone is available to receive the delivery during these hours, or arranging for it to be left in a safe location if permitted by the courier. For the most accurate tracking and updates, please use the tracking information provided in your dispatch confirmation email.

To assist with smooth delivery, your contact details will be included in the delivery information provided to the courier.

The driver may contact you prior to arrival (e.g., to confirm access, provide an estimated time, or discuss any special instructions). Please note that this is entirely at the discretion of the delivery driver and is not guaranteed for every shipment.

We recommend keeping your phone accessible on the expected delivery day and ensuring the provided contact number is current and able to receive calls.

If you are currently managing a project and are uncertain about the most suitable delivery location for your goods upon arrival, please contact our customer support team after placing your order.

We are happy to discuss your specific requirements and explore available options to ensure the delivery aligns with your project timeline and logistics needs.

At this time, click-and-collect (in-store pickup) is not available for orders placed through our website.

If you would like to explore the possibility of arranging pickup from our Sydney warehouse or discuss any alternative collection options, please contact our customer support team directly after placing your order.

If you have placed an order in error, wish to change something (e.g., item, size, colour, or quantity), or have simply changed your mind, please contact us as soon as possible at hello@enlightened-living.com.au.

As the majority of our products are sourced internationally and ordered specifically to fulfil customer orders, our ability to accommodate changes or cancellations depends on the order status:

• If the goods have not yet been ordered with our suppliers/manufacturers (e.g., still in pre-processing stage): We will make every effort to cancel or amend the order at no cost to you.
• If the goods have already been placed on order with suppliers: We are typically unable to cancel or amend with our suppliers once committed, as items are procured specifically for your order. In such cases, changes or cancellations may incur a fee to cover any costs we have already incurred (such as supplier deposits, handling, or restocking charges). The exact fee (if applicable) will be advised upon assessment.
• If the goods are in stock in our Australian warehouse and have not yet been dispatched: We will endeavour to accommodate changes or cancellations where possible. If approved, we may process a full refund (minus any applicable fees) or amend the order accordingly.
• If the goods have already been dispatched: We can process a full refund upon return of the items (subject to our change-of-mind return conditions). You will be responsible for the cost of return shipping, and the items must be returned in new, unused condition with original packaging intact. A restocking fee may also apply (typically starting at 30% of the purchase price, advised upon assessment).

As the majority of our product range is sourced internationally and ordered specifically to fulfil your order, returns due to a change of mind (such as deciding you would prefer a different item, size, colour, or quantity) are assessed on a case-by-case basis and are not automatically accepted.

Key Conditions:

• Returns will only be considered if the goods remain in new, unused condition and are returned in their original packaging (including all tags, labels, and protective materials intact).
• A restocking fee may apply to approved returns. This fee is determined individually based on the specific items ordered and typically starts at 30% of the purchase price.
• The exact restocking fee (if any) will be advised upon assessment of your return request.

For full details, including any exclusions, time limits, or additional requirements, please refer to our Terms and Conditions available on the website.

How to Request a Return Due to a Change of Mind:

• Contact our customer support team at hello@enlightened-living.com.au as soon as possible after receiving your order.
• Please include your order number, a clear description of the reason for the return (e.g., preferred a different item/size/colour), and clear photos of the items in their current condition and packaging.

We appreciate your understanding of our sourcing model and thank you for choosing Enlightened Living. We’ll do our best to assist where possible.

At Enlightened Living, we stand behind the quality of our products. If any goods are found to be faulty, we reserve the right to repair or replace the item at our discretion.

Key Steps in the Process:

• Goods may require inspection and/or troubleshooting to verify the reported fault.
• Where applicable (e.g. electrical), we require confirmation that installation was carried out by a licensed tradesperson in strict accordance with the manufacturer’s instructions and relevant Australian standards.
• If repair or replacement is not feasible, we will arrange a return and process a refund (subject to our standard return conditions and any applicable restocking fees for non-faulty change-of-mind scenarios).

How to Report a Fault:

• Contact our customer support team promptly at hello@enlightened-living.com.au.
• Please provide:
  Your order number
  A detailed description of the fault
  Clear photos or videos demonstrating the issue (where possible)
  Proof of installation by a licensed tradesperson (if required for the product type)

For complete details on warranty coverage, exclusions, time limits, and consumer rights under the Australian Consumer Law, please refer to our Terms and Conditions on the website.

We are committed to resolving any genuine faults efficiently and fairly. Thank you for your cooperation in helping us assess and address the issue promptly.

As the majority of our product range is sourced internationally and ordered specifically to fulfil your order, returns due to a mistake in ordering (such as selecting the incorrect item, size, colour, or quantity) are assessed on a case-by-case basis and are not automatically accepted.

Key Conditions:

• Returns will only be considered if the goods remain in new, unused condition and are returned in their original packaging (including all tags, labels, and protective materials intact).
• A restocking fee may apply to approved returns. This fee is determined individually based on the specific items ordered and typically starts at 30% of the purchase price.
• The exact restocking fee (if any) will be advised upon assessment of your return request.

For full details, including any exclusions, time limits, or additional requirements, please refer to our Terms and Conditions available on the website.

How to Request a Return Due to a Mistake in Ordering:

• Contact our customer support team at hello@enlightened-living.com.au as soon as possible after receiving your order.
• Please include your order number, a clear description of the mistake (e.g., wrong item/size/colour ordered), and clear photos of the items in their current condition and packaging.

We appreciate your understanding of our sourcing model and thank you for choosing Enlightened Living. We’ll do our best to assist where possible.

If you have received your order and there is a discrepancy — such as the incorrect type of item, wrong quantity, or goods that do not match what was ordered or described — please contact us immediately at hello@enlightened-living.com.au.

Under Australian Consumer Law, you are entitled to a remedy (such as replacement with the correct goods at no additional cost to you, or a refund where applicable) when goods do not match the description, sample, or your order. Enlightened Living will arrange for the correct items to be sent and cover reasonable return costs for the incorrect goods where required.

Please note that all product images and descriptions are indicative only. Due to the nature of our internationally sourced and often handmade products, there may be slight variations in finishes, textures, exact dimensions, or colours. These natural variations do not constitute a mismatch unless they significantly differ from what was reasonably represented.

How to Report a Discrepancy:

• Contact our customer support team at hello@enlightened-living.com.au as soon as possible after receiving your order.
• Please include your order number, a clear description of the issue (e.g., wrong item received, incorrect quantity, or appearance mismatch), and clear photos of the items received, their packaging, and any relevant details.

We appreciate your understanding of our unique sourcing and handmade processes. We’re committed to resolving any genuine discrepancies promptly and in line with your consumer rights. Thank you for shopping with Enlightened Living!

If a product is not currently in stock at our Australian warehouse, it will need to be specially ordered in from our international suppliers. The time required for these goods to arrive is known as the lead time.

Lead times can vary depending on the brand, specific item, production schedules, customs processing, shipping logistics, and other factors beyond our control. The current local stock availability and our estimated lead time are clearly displayed above the product description on each individual product page — this is our best and most up-to-date estimate based on current information from suppliers.

Please note:

• These are estimates only and not guaranteed delivery dates.
• Actual arrival times may be shorter or longer due to unforeseen circumstances such as extended production runs, customs delays, carrier issues, or global supply chain variations.

In many cases, lead times can potentially be shortened through express or expedited shipping options, subject to availability with our international manufacturers or suppliers. This is assessed on a case-by-case basis and depends on current stock levels, production capacity, and logistics feasibility at the time of your request.

Where express shipping is available:

• It typically incurs an additional fee for expedited handling and faster courier services, which varies based on the item's size, weight, destination, and selected method.
• The exact additional cost and any revised estimated arrival time will be quoted to you upfront for approval before proceeding.

We always aim to meet your timing needs where possible and will work with you to find the best solution — whether that's the standard lead time, an expedited option, or alternatives if available. If your order has a specific deadline (e.g., for an event), please let us know at the time of ordering or as soon as possible so we can advise on feasible options.

For more details or to check if express shipping is possible for your items, contact our customer support team at hello@enlightened-living.com.au with your order number (or intended items) and preferred timeframe. We'll provide transparent advice based on current supplier information.

Unfortunatly due to the nature of international and domestic logistics we cannot guarantee a date of arrival for you order. We offer a estimated window for the goods to arrive to our Sydney warehouse (lead time) listed on the product page. We always endevor to meet your schedule when possible please contact us if you have a hard deadline or cut off for receiving goods for the most up to date estimate

All our products are covered by the Australian Consumer Law (ACL) consumer guarantees, which provide automatic rights that cannot be excluded. These guarantees ensure goods are of acceptable quality, fit for purpose, match their description, and come with reasonable durability and repairs/spare parts availability. In addition, many products may also be covered by the manufacturer's voluntary warranty (warranties against defects), which varies by brand, product range, and any express promises made (e.g., duration or specific coverage). Manufacturer warranties operate in addition to your ACL consumer guarantee rights and do not replace or limit them.

To Make a Warranty or Guarantee Claim:

• Email our customer support team at hello@enlightened-living.com.au as soon as possible after noticing the issue.
• Please include:
  Your original order number (proof of purchase).
  A clear description of the problem and when/how it occurred.
  Photos or videos showing the issue (and the product in context if helpful).
  Any relevant details (e.g., installation method, usage history).
  

We may need to inspect the goods, troubleshoot the issue remotely, or request return of the item(s) for further assessment. If the fault is confirmed as a failure under consumer guarantees or the manufacturer's warranty, we will provide an appropriate remedy — such as repair, replacement, or refund — at no cost to you for reasonable return shipping or collection (especially for larger/heavier items). Remedies depend on whether the failure is major or minor under ACL.

Items may not be covered (i.e., no remedy provided) under the following circumstances, where the issue results from factors outside normal use:

• Failure by the purchaser to install, handle, or maintain the product correctly (including not following provided instructions).
• Installation not performed by a qualified tradesperson (where professional installation is required or recommended).
• The product has been altered, modified, or repaired by unauthorised parties.
• The product has been operated contrary to the operating or maintenance instructions.
• Use of the product for a purpose for which it was not designed or intended.
• Damage from vandalism, malicious acts, accidental damage, voltage/current overloads, power surges, or incompatible lighting control systems.

These exclusions align with Australian Consumer Law, as guarantees do not cover misuse, abuse, or external damage.

For full details on consumer guarantees, manufacturer warranties (including any specific terms, durations, or exclusions per product/brand), remedies, and our process, please refer to our Warranty Information and any included manufacturer warranty documentation on the website or product packaging.

We’re committed to resolving genuine issues promptly and in line with your rights under Australian Consumer Law. Thank you for choosing Enlightened Living — we appreciate your business and are here to support you!

To Make a Warranty or Guarantee Claim:

• Email our customer support team at hello@enlightened-living.com.au as soon as possible after noticing the issue.
• Please include:
  Your original order number (proof of purchase).
  A clear description of the problem and when/how it occurred.
  Photos or videos showing the issue (and the product in context if helpful).
  Any relevant details (e.g., installation method, usage history).
  

We may need to inspect the goods, troubleshoot the issue remotely, or request return of the item(s) for further assessment. If the fault is confirmed as a failure under consumer guarantees or the manufacturer's warranty, we will provide an appropriate remedy — such as repair, replacement, or refund — at no cost to you for reasonable return shipping or collection (especially for larger/heavier items). Remedies depend on whether the failure is major or minor under ACL.

Items may not be covered (i.e., no remedy provided) under the following circumstances, where the issue results from factors outside normal use:

• Failure by the purchaser to install, handle, or maintain the product correctly (including not following provided instructions).
• Installation not performed by a qualified tradesperson (where professional installation is required or recommended).
• The product has been altered, modified, or repaired by unauthorised parties.
• The product has been operated contrary to the operating or maintenance instructions.
• Use of the product for a purpose for which it was not designed or intended.
• Damage from vandalism, malicious acts, accidental damage, voltage/current overloads, power surges, or incompatible lighting control systems.