Customer Service

ordering

I need help with my order!

We're sorry to hear that you're having difficulties with your order! Please use our Contact Us page for any questions and we will do our best to respond within 24-48 hours.

What are the available payment methods on your online store?

We offer Paypal only at this stage. This will allow you to use any major credit cards and your own Paypal account to shop.

Do you offer a discount for bulk buys?

We can offer discounts for bulk buys of 20 lanterns or more per item. Please let us know your requirements via our Contact Us page.

Can I personalise or custom print my light?

Yes! We offer custom printing of corporate logos, designs, or instructions on all of our products. This option is available for orders of 120+ units, and you can learn more by using our Contact Us page to contact us for pricing and further details.What is your shipping policy?

How do I become a reseller?

Great, we are always looking for resellers, affiliates and partners. We would love to hear from you. Send us a message on our Contact Us page.

Shipping and delivery

Shipping Timeframes

Each item includes a delivery note on the product page, so that you know what to expect.

Items will normally ship within 1-2 days of receipt of your order.

For Australia, your order via standing shipping should generally arrive between 5-7 business days, sometimes sooner. If this time frame is affected at any point, we will notify you as soon as possible. If you select Express post at an additional cost of AUD$5, your order will generally arrive within 2-3 business days.

For international shipping, delivery time frame will vary between 8 - 15 business days on standard post and 4 - 7 business days for express post.

Once an order is placed, it cannot be cancelled. However, for any order related enquiries, you can easily reach us via our Contact Us page. We will do our best to respond within 24-48 hours.

Order Tracking

You will receive a confirmation email with a tracking number once your order has shipped. You can track your order online with the link provided in the email. For any questions or concerns, please use the Contact Us page to reach us and our customer support team would be happy to help you. We will do our best to respond within 24-48 hours.

Shipping Rates

Free shipping is available for Australia. Express post for Australia is an additional flat rate of AUD$5. All other shipping prices are be calculated at checkout based on the carrier rates we are charged.

International Shipping

Apart from Australia, we currently only ship to Indonesia, Malaysia, Myanmar, Papua New Guinea, Philippines, Singapore and Thailand. However, let us know where you would like your items to be shipped via the Contact Us page and we can confirm whether we can ship to your destination(s). We will do our best to respond within 24-48 hours.

warranty & Return

Do you offer product warranty?

All our products have a 1-year warranty on the light function from the date of purchase. This means that if your lantern’s light element fail within one year of purchase, contact us and we can replace the product. However, we do highly recommend trying to charge the lantern outdoors in good weather for at least ten hours first.

What is your returns policy?

We accept returns within 30 days of purchase, in their original condition and packaging, with proof of purchase from our online store. However, we cannot refund your shipping and handling fees. You can choose between an refund, exchange or store credit note.

For purchases from a store, please refer to the store’s specific return policy.

Please always retain your receipt for proof of purchase.

How do I return my purchase?

In order to obtain an exchange, store credit or refund we require:

The item(s) are new (returned within 30 days of purchase)
Any tags and/or labels are still attached
Item(s) still in their original packaging
Proof of purchase from our online store is included.

To return your purchase please follow this easy procedure:

1. Please notify us via our Contact Us page and advise us that you would like to return your purchase. We will need to have your store order number.

2. We will email you a unique return code to place on the return parcel.

3. Please post your purchase either in your own packaging or an express post satchel. Either one is fine, however we require a tracking number for your postage. If you do not supply us with this number we will not be able to take any responsibility for your return not arriving to us. Please then email this tracking number to us via the Contact Us page.

All returns must be sent to:

Solight Design Returns
202 / 469 St Kilda Road
Melbourne VIC 3004
Australia

4. We will notify you via email once the returned item has been received and processed. Easy!

IMPORTANT: Please understand that we have the right to not accept returns for items that are not in new condition/not in the original packaging. All costs involved in returning items will be at purchaser’s expense. Faulty merchandise returned within 30 days will be replaced where possible, if not a full refund will be given.

customer account

How do I retrieve my Customer Account password?

We cannot change your password for you, but after clicking the Sign In link, you can click Forgot password? to send yourself a password reset email. This link expires after 24 hours.

How do I change my Customer Account email?

It isn't possible to change the email address associated with your account at this time. You can create a new account using your updated email address.

Can I save a PayPal account as a payment method?

Unfortunately, no. You can only save credit card information and billing addresses in your Customer Account.