Frequently Asked Questions

 

Shopping Online


How do I view pricing and availability online?
An account must be created to view pricing and availability. For first time users, an ABN and company details must be provided for an account to become active. You can create your account here.


Must I create an account to shop?
Yes, we encourage our customers to create an account to view pricing and availability. Registering will also facilitate the checkout as well as other advantages such as accessing your order history or wish list. Additionally, when we have special offers, our registered users will be among the first to know. Creating an account with us is simple. You can create an account here.

Are all of your products available online?
Yes, the entire catalogue is available to view online. If you cannot find a product it may have been removed due to the status of the product being discontinued.

Is the pricing online the same as in your showrooms?
We make every attempt to have consistent pricing throughout our stores, our catalog, and our website. In the event you find a discrepancy in pricing, please contact us here.

 

Orders, Deliveries & Returns


How can I place my order?
Registered customers are able to place an order online at anytime. Our website is designed to present you with our entire catalogue and range of designer furniture, homewares and lighting.

How do I order offline?
To place an order offline, please email a copy of the order form found here to sales@cafelighting.com.au

 

How do I know if my items are available immediately?
If the item is not in stock, an inventory status and expected ship date will appear on the product detail page. These items are available for backorder by adding to your cart. No charges will be made until stock becomes available. A customer service representative will be in contact with you once stock has arrived to finalise the transaction.

 

How will I know what my freight charge is?
Freight is calculated at time of checkout. The minimum freight charge is $20.00 (ex GST).

 

How is freight calculated for my order?
For the best freighting solutions our freight is calculated based on individual cbm and delivery location. We endeavour to provide the best possible rates for small, fragile and bulk items -  for more information click here.

 

How can I cancel my order?
If you are in the process of checking out and decide you do not want to complete the order, you can leave the check out process at anytime by using your browser back button, the checkout buttons that return you to the previous step, or clicking on the logo at the top of the page. The items in your cart will remain there for your next visit.

Please note that we may not be able to cancel an order if it's already in the shipping process. To speak with a customer service representative and enquire about cancelling or changing an order that's already been placed, please call CAFE Lighting & Living on (02) 9756 0863.

 

How do I ship to an address other than my billing address?
Shipping to another address that is different from your billing address is easy. Simply add your new desired delivery address to your address book. This address is then saved so that you have access to it for future purchases.

 

Do you send invoices with your items?
No, only a delivery docket will be sent with your delivery. An email with your invoice will be sent to the email address attached to your account at time of despatch.

 

Can I return online purchases if I don't like it?
As a wholesale company, we do not accept returns on change of mind purchases. It is the customers responsibility to ensure products are suitable for their desired space.

 

What if my product arrives damaged/faulty?
No problem. CAFE Lighting and Living will take full responsibility for items that arrive to you damaged or faulty. We ask that a written request form found here is completed and returned to claims@cafelighting.com.au. A claims office will then be in contact with you to deliver further instructions. 

 

How long does a credit take to process?
The claims department will endeavour to respond to your request within 14 business days. 
If you have an immediate query please feel free to contact a customer service representative at (02) 9756 0863.

 

Is there anything special I should know about some of CAFE Lighting & Living products?
Many of our products are uniquely hand-made. In particular, the glass and ceramic products are either hand blown or kiln fired. Under these manufacturing processes imperfections in finishes could be apparent and it is likely that no two pieces will be exactly alike.

If you would like further information on these matters, please feel free to contact a customer service representative.

 


Credit & Payments


Which credit cards do you accept?
VISA and Mastercard payments are welcome.

 

Is my credit card information secure?
A 128 bit Secure Socket Layer (SSL) encryption is used between our website and Westpac PayWay Online. For your security, we do not keep credit cards on file.

 

When is my credit card charged?
Credit cards are only charged at checkout once a transaction has been finalised by yourself.
A confirmation of order email will be sent once this has occured.

 

Are all prices inclusive of GST?
As a wholesale company, all pricing displayed is EX - GST. 

 

 

Updates

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