FAQ - Frequently Asked Questions
Welcome to the Australum FAQ section. Here you will find answers to our customers' most common questions. If you need further support, our team is always ready to help you.
1. How long will it take to receive my order?
Average delivery times are as follows:
- Order Preparation: 1–2 business days
- Transit Time: 7–10 business days
- Estimated Delivery: 8–12 business days
Orders are processed and dispatched within 1–2 business days. Once handed over to the courier, the parcel typically takes 7–10 business days to arrive at its destination. Estimated delivery times may be affected by carrier delays, customs clearance, public holidays, or peak periods. Delivery is exclusively within Australia.
For further information, please refer to our Shipping Policy.
2. Is shipping free?
Yes, all orders destined for Australia include free shipping. You can find more details in our Shipping Policy.
3. Where is Australum based?
Australum is an online store specialising in wall sconces, serving customers across Australia. We operate exclusively online, with our customer support team available to assist you within 1–2 business days.
4. What should I do if the product arrives damaged or defective?
If your item arrives damaged or develops a manufacturing defect, we will arrange a replacement, repair, or full refund at no extra cost to you. For damaged or incorrect items, please contact us within 7 days of delivery so we can investigate with the courier. For manufacturing defects, you are covered by our 12-month manufacturer warranty (see Question 8 below). Further information is available in our Return and Refund Policy.
5. Can I cancel an order after confirming it?
Yes, you can request order cancellation within 24 hours of purchase. We advise you to contact us as soon as possible.
6. What is your return policy?
We offer a simple and guided return process. You can find all updated information on our dedicated Return and Refund Policy page.
7. When will I receive my refund?
Once the returned product is received and verified, we will proceed with the refund. Generally, the credit appears on the original payment method within 7 business days, depending on your payment provider's processing times. Full details are available in our Return and Refund Policy.
8. Are your products covered by warranty?
Yes. Every product purchased from Australum is covered by:
- 30-Day Money-Back Guarantee: If you change your mind within 30 days of delivery, return the item in its original condition for a full refund. We provide a prepaid return shipping label.
- 12-Month Manufacturer Warranty Against Defects: If your product develops a manufacturing defect in materials or workmanship within 12 months of delivery, contact us with photos of the issue and we will arrange a replacement, repair, or full refund at no cost to you.
These protections operate in addition to your rights under the Australian Consumer Law (ACL). More information is available in the Return and Refund Policy.
9. How can I contact customer support?
You can write to us via the Contact page or at the email address: info@australum.com
10. Do you ship internationally?
No. We currently ship only within Australia. This allows us to keep delivery times consistent and shipping free for all our customers.
11. Do you have a physical store?
Australum operates exclusively online. This allows us to offer a wider selection and better prices.
12. Is it possible to place wholesale orders?
Yes, we accept wholesale orders for companies or organizations. Contact us, and we will provide you with all the necessary information.
13. How can I request a product exchange?
The exchange procedure follows the same guidelines as returns. You can consult all details in our Return and Refund Policy.
14. How can I track my order?
You can follow the status of your shipment via the Track your Order page on our website.
Contact
Store Name: Australum
Address: 249 Bourke Street, Darlinghurst, Sydney NSW 2010, Australia
E-mail: info@australum.com
Phone: +61485981835
Contact form: Click here
Customer Service Hours:
Monday to Friday: 9:00 am – 5:00 pm (AEST)
We aim to respond to emails within 1-2 business days. We handle your personal information in accordance with the Australian Privacy Act 1988 and the Australian Privacy Principles (APPs).