Customer Service


Our lights and our Satisfaction Guarantee promise

At SHE Lights we look after the complete process of creating eye catching lights with superb attention to detail. We take care of the start to finish of the entire process from design and manufacturing of parts down to assembly and packaging.

Our lights and parts adhere to all Australian regulations and standards and are certified for sale.

We can also create custom designs and variation of styles of our existing products. 

We are so confident that you will love our designs that we provide a 30 day return policy, plus a 12 month warranty - you can read about it below or at our satisfaction guarantee page.

In addition to the information below, please additionally read our Lighting Certificates & Disclaimer page for information regarding our appliance safety & installation guidelines.

1. Getting around

Navigating around the shop to view products is easily achieved by clicking on Categories at the left menu.

If you want to search for a particular product then use the search bar located near the top right of the header of the page.

Please note all prices listed on our online store are in Australian Dollars.

2. The Shopping Cart

You can place items in your shopping cart by clicking "add to cart" within a product page. This will take you to the shopping cart, where you can adjust the quantities, or return to the store by clicking the back button on your browser.

At any one time you wish to review the items in your shopping cart, click the "Your cart" section at the top right hand of the page.

3. Ready to Check Out? Payment information

When you are happy with what's in your shopping cart, please proceed to "check out". 

All Credit Card payments are secured with SSL encryption making sure that your data is securely transferred. Paypal is an e-Commerce industry recognised tool for its safety and ease of use in handling online transactions. You do not need a Paypal account to pay using Paypal – Visa and Mastercard are accepted by non-Paypal account holders too

The address we send the item to will be the address specified upon check out of this store, and not your paypal address details

4. Shipping Information

If you have any special shipping needs then just contact us as we can most likely arrange something for you on request.

Click here if you have a delivery enquiry

 

Australia 

  • Shipping is FREE to all locations in Australia for purchases $199 and over
  • Shipping is base on Aus Post standard postage for purchases $198 and below.
  • Items shipped from our warehouse in Lane Cove West NSW

Please note we use Aus Post as well as Hunter Express for our shipping (unless otherwise specified).

We will process your order and dispatch the item within 1 business days of receiving payment. In general it will take approximately 2-5 business days to reach most places within Australia.

Please note, payment via Direct Debit via Paypal can take anywhere from 4-6 business days to clear. We will despatch items once these type of payments clear. Payment via credit card is instant.

 

International 

5. Where are items shipped from?

Unlike the majority of sites online that ship from overseas, all our stock is stored and shipped from our Sydney warehouse. Giving you the peace of mind that your order will be processed and received quickly and efficiently.

6. Returns Policy / Warranties

Returns

  • We will accept returns/exchanges for all items within 30 days of purchase.
  • We will provide a full refund minus IN and OUT shipping costs, the items must be in a re-saleable condition.
  • All items must be returned in a re-saleable condition (e.g. unopened if it is packaging and unused) within 30 days from receipt.
  • You must first submit your return or exchange by filling out the details on the returns form here.
  • The address to return lights is:

      She Lights Pty Ltd
      27 Mars Rd
      Lane Cove West
      NSW 2066
      Australia


Warranty 

  • All lights (electrical part) come with a 24 month manufacturer warranty - if a defect occurs within 24 months we will cover the cost of repairs or send out a replacement.
  • If the model purchased is no longer available we will exchange with a replacement of similar value or a credit note will be issued.
  • Please note: Our warranty does not cover mishandling by the user e.g. accidental damage
  • If you have a warranty enquiry please fill out the warranty form here

7. Wholesale, custom products and custom designs

If you wish to order any products in bulk (larger quantities of items) then we can possibly arrange a wholesale sale. These custom orders must be arranged with us via our contact page, contact us for more details.
 

If you see a product that is similar to a design you have already set your eye on (perhaps from another site), or if you see that we do not stock a particular style of a product then contact us for a custom order. We have access to a much larger inventory of goods that may not be listed on the web site. Custom orders do take some time (10-14 weeks lead time in normal circumstances). Contact us to see what we can do for you.

Finally… Why shop with us?

Here are the top reasons why we think you should shop with us!

  1. Processing times – we usually process orders daily and items are usually shipped out the next day around 10am EST. Contact us if you have any special shipping requirements (e.g. if you need the product quicker) and we can attend to them.
  2. Customer service is our priority – if you run into any problems, or have any special requests we’ll look into it for you! If you contact us usually you’ll hear back from us within the day.
  3. We are Aussie and based in Australia – you don’t need to wait a few weeks just for your product to reach you! Also if you run into any problems with the products it’s much easier for you to contact us as we are local, than to someone overseas.
  4. Cheap prices guaranteed - we work hard to stay competitive which is why you will find our prices can better the rest of the offers available online!
  5. Lighting specialists - Whilst we are a relatively new online store - our business has been in the lighting industry for well over ten years. This is the reason why we are able to do such competitive pricing as well as custom designs and wholesaling - you can be at ease when shopping with us as we'll make sure to address whatever issues that may pop up to your satisfaction! 


Thank you for shopping with us! We would love to get any feedback on your experience – please drop us a line or two via our contact page!

Copyright © 2015 SHELights