Frequently Asked Questions (FAQ)

1. Where is The Lamp Store AU based?

The Lamp Store AU is operated by Exodus Limited, a registered company in Hong Kong. We serve customers in Australia through our online store.

2. What currency are prices shown in?

All prices on our website are displayed and charged in Australian Dollars (AUD).

3. Are there any hidden fees?

No. The price shown at checkout is the final amount you pay.
We do not charge hidden fees, extra transaction fees, or handling surcharges. Any shipping costs (if applicable) are clearly displayed before payment.

4. What payment methods do you accept?

We accept secure online payments via:

  • Visa
  • Mastercard
  • American Express
  • Apple Pay
  • Google Pay
  • Shop Pay
  • UnionPay
  • PayPal

All payments are processed through SSL-encrypted payment gateways.

5. When will my order be processed?

Orders are processed within 1–3 business days (Monday–Friday) after payment confirmation.

Orders placed after 3:00 PM (AEST), on weekends, or public holidays will begin processing the next business day.

6. How long does shipping take?

Estimated transit time is 7–10 business days after processing.

Total delivery time = Handling Time + Transit Time
Please note that delivery times are estimates and may vary due to carrier operations, location, or seasonal demand.

7. Do you ship internationally?

We currently ship to:

  • Australia

At this time, we do not ship to other countries or to P.O. Boxes.

8. How much does shipping cost?

  • Orders over $100 AUD: Free shipping
  • Orders under $100 AUD: $10 AUD flat rate

Shipping costs are shown clearly at checkout.

9. Will I receive tracking information?

Yes. Once your order has been dispatched, tracking details will be sent to your email.

If you do not receive tracking within 4 business days, please check your spam folder or contact us at info@thelampstoreau.com.

10. Can I change my delivery address?

Address changes can be requested within 6 hours of placing your order.

Once an order has been processed or shipped, we are unable to modify the delivery address.

11. Can I cancel my order?

Yes, orders may be cancelled within 6 hours of placement.

After this time, processing begins and cancellation is no longer possible. If your order has already shipped, please refer to our Return & Refund Policy.

12. What is your return policy?

We accept returns for defective and non-defective items within 30 days of delivery, provided that:

  • The item is unused and in original packaging
  • All accessories and manuals are included
  • Proof of purchase is provided

13. Is there a restocking fee?

No. We do not charge any restocking fees.

14. Who pays for return shipping?

Customers are responsible for return shipping costs for all returns and exchanges. This includes items that are damaged, defective, or incorrect.

Return instructions and the return address will be provided by our support team.

15. How long do refunds take?

Once your return is received and approved:

  • Refunds are processed within 5 business days
  • Refunds are issued to the original payment method
  • Your bank or payment provider may take additional time to reflect the refund

16. What if my item arrives damaged or faulty?

If your order arrives damaged or becomes defective:

  • Contact us immediately at info@thelampstoreau.com
  • Include your order number and photos of the issue

Our team will review the case and provide a replacement or refund as appropriate.

17. Will I have to pay taxes on delivery?

No. All applicable taxes are already included in the price shown at checkout. You will not be charged additional GST or VAT upon delivery.

18. What happens if an item is out of stock after I order?

  • We will notify you by email
  • A refund will be issued promptly unless an alternative arrangement is agreed

19. Which laws apply to my purchase?

Our business is operated from Hong Kong, and our Terms & Conditions are governed by Hong Kong law.
However, nothing limits your mandatory consumer rights, including rights under Australian Consumer Law where applicable.

20. How can I contact customer support?

You can reach us at:
📧 info@thelampstoreau.com