FAQ

Frequently Asked Questions

Where Does Lucretia Lighting Ship to?

We are able to deliver to any address within Australia. We are also able to deliver to most countries around the world.

How much will the shipping cost me?

For all Australian customers purchasing through our online store, we offer a flat rate shipping fee of $79. For International Customers please email us at sales@lucretia.com.au for a shipping quotation.

What type of payments do you accept?

We accept Credit card payments with Visa, Mastercard and Amex. Alternatively, you can also direct deposit. Please make sure you leave your order number as reference.

What Happens After I Place my Order Online?

After your order is placed online, you will receive an email confirmation with your order details. If any of your items are out of stock or we are unable to process payment, we will contact you within 2 business days of receiving your order. After your order is processed, we will notify you by email when your order has reached our warehouse for picking. We will also contact you by email, SMS or phone when your order is shipped with the relevant tracking information.

When Can I Expect my Order?

Your location and order size will impact on the speediness we can get your order to you. Provided all items are in stock, delivery lead times are as follows:
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- Melbourne Metro within 3 working days.
- Outside Melbourne between 2 and 7working days.
- Remote locations (including Hobart and Cain’s) between 3 and 10 working days.

For urgent delivery enquiries or special requirements, please contact our customer service team on 1300 99 89 89

Can I Pick my Order up?

Yes, Any order can be collected from our Melbourne, Croydon South warehouse by appointment only and, of course, at no additional charge. Please contact our sales team to arrange a collection time.
We do not offer collection from our Prahran Showroom under any circumstances.

Can I Return my Order if I Change my Mind?

Yes, we provide an unconditional return policy. If for any reason whatsoever you are not satisfied, please return in original, unmarked condition and packaging within 7 days for a full refund less freight. Unwanted items must be returned to the following address in full original packaging:
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LUCRETIA LIGHTING WAREHOUSE
36 Research Drive, Croydon South, VIC 3136

Please download the following Returns Form and attach to each box being returned:
Returns Form

Once we receive the returned products, we will issue your refund within 72 hours.
‍Please note:Products that have been installed cannot be returned for a change of mind refund/exchange.Products may differ from those pictured on the website due to natural variations in colour/finish and scale of the image.

Is it safe to purchase from your online store?

Yes 100% safe. We use the latest 256-bit SSL encryption when sending or receiving your private information over the internet. What this means is that your information is scrambled in a way that only the sender and receiver can understand. Your privacy and security is incredibly important to us and we will continue to ensure that we have the very best and most up to date technology available to ensure that we can do business in a safe and secure manner. Our shopping cart technology is PCI certified and our website is regularly scanned by Symantec to detect vulnerabilities or Malware.

Is there a warranty or a guarantee policy?

All items sold are covered by a minimum 12 months manufacturer warranty. Manufacturers Warranty is valid only within Australia and commences from the purchase date on your invoice. Most manufacturers require that their products are installed by qualified electricians and we highly recommend that you keep the receipt from your electrician in case it is required for a warranty claim.

What about any damages?

We provide free shipping insurance on all deliveries. Therefore, if you receive a damaged or faulty product, we will arrange for it to be replaced for you. A refund or store credit is only available if the product is no longer available. You must notify us of any damaged products within 7 days of receipt of your order. If you receive a damaged item, please email service@lucretia.com.au

I don't require my order for another 4 or so months, can you hold it for me?

We do understand that sometimes clients wish to get their order in early but do not have the space to store at their home until the lights are installed. In this instance, orders that have been paid in full can be held in our warehouse for as long as required. If only a deposit has been paid on an order, further storage fees will be applicable to keep items stored in our warehouse.

Commercial Orders

For all Commercial and Trade orders, a non-refundable 50% deposit is required to secure the order. Orders paid in full can be held in our warehouse for as long as required. If only a deposit has been paid on an order, further storage fees will be applicable to keep items stored in our warehouse.