Shipping policy
Last updated: 29 July 2026
Free Standard Freight
We offer free standard freight across Australia for eligible products listed on The Light Studio Australia website.
Free freight applies to standard delivery services only and is subject to the exclusions and conditions outlined in this policy.
Freight Exclusions
Additional freight charges may apply to:
- large or oversized products;
- large custom fabric pendants;
- custom-made products not listed on our website;
- special-order products;
- remote or difficult-to-service locations;
- deliveries requiring specialised transport;
- deliveries requiring a tail-lift vehicle;
- deliveries requiring special handling or unloading equipment;
- redelivery or redirection after dispatch; and
- orders where the delivery requirements differ from standard freight.
Where additional freight charges apply, we will contact you before dispatch or provide a separate freight quotation.
Commercial Delivery Addresses
For large, oversized or project orders, we may require delivery to a commercial address.
The delivery address must have:
- safe and suitable vehicle access;
- adequate space for the delivery vehicle;
- a person available to receive the goods where required; and
- suitable unloading equipment for the size and weight of the consignment.
Residential delivery may not be available for some large or specialised consignments.
We will contact you if a commercial address is required.
Unloading Requirements
The customer is responsible for ensuring that appropriate unloading arrangements are available at the delivery address.
Depending on the consignment, this may include:
- a forklift;
- loading dock;
- pallet jack;
- sufficient personnel;
- crane or lifting equipment; or
- another suitable unloading method.
The freight provider may refuse delivery where the site is unsafe, unsuitable or does not have the equipment reasonably required to unload the goods.
Additional charges may apply for:
- a tail-lift vehicle;
- waiting time;
- failed delivery;
- return to depot;
- redelivery; or
- specialised unloading arrangements.
Delivery Details
To arrange delivery, we require:
- the receiver’s full name;
- delivery address;
- contact telephone number; and
- any relevant access or delivery instructions.
This information is collected in accordance with our Privacy Policy and shared with freight providers only as reasonably required to arrange and complete delivery.
You are responsible for ensuring that all delivery details are complete and accurate.
Additional charges may apply where delivery is delayed or unsuccessful because the information provided was incorrect, incomplete or unsuitable.
Authority to Leave
Unless otherwise agreed with us before dispatch, orders are generally sent with authority to leave.
This means the carrier may leave the goods at the delivery address without:
- obtaining a signature;
- contacting the recipient at the time of delivery; or
- requesting further permission before leaving the goods.
Authority to leave is used to reduce failed delivery attempts and additional redelivery charges.
Please ensure there is a reasonably safe, secure and sheltered location where the parcel can be left.
The carrier will determine whether there is a suitable place to leave the goods. We cannot guarantee the exact location selected by the driver.
Where the carrier considers that the goods cannot be safely left, the carrier may:
- take the goods to a depot or collection location;
- attempt redelivery;
- return the goods to us; or
- contact the receiver where possible.
Additional freight or redelivery charges may apply in these circumstances.
If you do not want authority to leave applied, you must contact us before dispatch. A signature-required service or alternative delivery arrangement may incur an additional charge.
Delivery Timeframes
Delivery and production timeframes shown on our website or provided to you are estimates only, unless we have expressly agreed to a guaranteed date in writing.
Delivery timeframes may be affected by:
- product availability;
- manufacturing or production time;
- custom finishes or specifications;
- freight-provider delays;
- public holidays;
- remote locations;
- severe weather;
- transport disruptions;
- supplier delays; or
- other circumstances outside our reasonable control.
We will take reasonable steps to notify you if we become aware of a significant delay.
Delivery and Risk
Delivery occurs when the goods are delivered to:
- the delivery address provided with the order;
- a person at that address;
- a location nominated by the customer; or
- a location at the delivery address selected by the carrier under authority to leave.
Risk in the goods passes to the customer once delivery has occurred.
Where goods are left under authority to leave, the customer is responsible for collecting and securing them promptly.
To the extent permitted by law, The Light Studio Australia is not responsible for theft, loss, weather exposure or damage occurring after the goods have been delivered and left at the correct address.
This does not apply where:
- the goods were damaged before delivery;
- the goods were delivered to the wrong address;
- the goods were faulty when supplied;
- the goods did not match the order; or
- responsibility cannot lawfully be excluded.
Incorrect or Incomplete Addresses
Please check the delivery address carefully before submitting your order.
Additional charges may apply where goods must be:
- redirected;
- returned to the sender;
- rebooked;
- stored; or
- delivered again because the address supplied was incorrect or incomplete.
Address changes requested after dispatch may not be possible.
Failed Delivery and Redelivery
Additional charges may apply where delivery cannot be completed because:
- the delivery address is inaccessible;
- there is no suitable place to leave the goods;
- required unloading equipment is unavailable;
- the receiver refuses delivery without a valid reason;
- the site is unsafe;
- the address is incorrect or incomplete;
- access restrictions were not disclosed; or
- the customer fails to collect goods held at a depot or collection location.
Any applicable redelivery, storage, return-to-sender or rebooking fees may be charged to the customer before a further delivery is arranged.
Inspecting Your Delivery
Please inspect the goods and packaging as soon as reasonably possible after delivery.
Visible damage, missing items, incorrect products or obvious discrepancies should be reported to us within 14 days of delivery.
Please provide:
- your order number;
- a description of the issue;
- clear photographs of the product;
- photographs of the internal and external packaging; and
- any freight label or delivery documentation.
Please retain the product and all packaging until we have reviewed the matter.
Do not install or use goods that appear damaged, faulty or incorrect without first contacting us.
The request to report visible damage within 14 days does not limit any rights or remedies available under the Australian Consumer Law for faults identified later. Consumer guarantees also apply to goods purchased online.
Lost or Missing Deliveries
If tracking shows that an order has not arrived within the expected timeframe, please contact us at:
We will make reasonable enquiries with the freight provider.
Where a consignment has been confirmed as lost before delivery, we will address the matter in accordance with applicable law and the circumstances of the order.
Returns and Exchanges
Returns, exchanges and warranty claims are governed by our Return, Refund and Warranty Policy.
For an approved change-of-mind return or exchange, the customer is responsible for:
- return freight;
- suitable packaging;
- insurance where appropriate; and
- ensuring the goods arrive safely.
Where goods are confirmed to be faulty, damaged before delivery, incorrectly supplied or otherwise covered by the Australian Consumer Law, we will meet our legal obligations regarding reasonable return, collection, replacement or redelivery costs.
Returns must not be sent without first contacting us and receiving return instructions.
Contact
For delivery questions or assistance, contact:
The Light Studio Australia
Email: studio@thelightstudio.com.au
