Customer Service
- 100% Satisfaction Guarantee
- Shipping & Delivery
- Sky Lanterns
- Privacy & Security
- Ordering
- Viewing Orders
- Updating Account Information
- 100% Satisfaction Guarantee
- We at lanternshop Pty Ltd have earned a reputation for providing outstanding customer service backed by a huge range of Quality, reliable products. Our 100% Satisfaction Guarantee means that you can relax and enjoy your shopping experience online.
Our Guarantee starts from the day that you place the order and continues for 30 days. Giving you plenty of time to contact us in reference to any concern or claim. If for whatever reason, you decide that you are not happy with your purchase, simply return it to us within the 30 day period, and we will offer you a choice of a refund, exchange or credit to any one of our online shops.
Conditions- The customer must lodge the claim within 30 days of the order date shown on the Invoice.
- Shipping charges are only refundable if a) Lanternshop has made an error on the order, or b.) Your goods have arrived damaged.
- If goods have arrived damaged, the customer must take a digital photo of the damaged item/s, and email the photo along with the claim as proof.
- If you receive your goods, and are unhappy with the colour, size, texture etc. You must return the goods in their original unopened package to lanternshop. Goods received opened, soiled, used, or worn will not be eligible for a refund, exchange or credit.
- Our Guarantee does not include those items which are purchased on "Sale".
- All goods being sent back to Lanternshop must be sent via registered post or trackable courier. A copy of the delivery docket must be emailed to Lanternshop. If goods are not returned via a trackable method and are lost in transit, Lanternshop will not be responsible for processing your claim and no further action may be taken by the Company.
- Organising a claim
- Your claim must be lodged by emailing the following information to our Customer Liaison Officer info@lanternshop.com.au
- Your Name
- Order / Invoice number
- Order date
- Product description
- Reason for exchange, refund or credit.
- Shipping & Delivery
- Shipping & Delivery - We have flat rate delivery anywhere in Australia, regardless of the size of your order!
ORDER WITH PAYMENT BEFORE MIDDAY (Brisbane Time) FOR SAME-DAY DESPATCH - order online or call us on 07 3390 3034 (after midday will be despatched following business day from our Brisbane warehouse!
Standard - $9.95 or Express - $19.95 (please read further for information on items that CANNOT be sent via express and conditions) - Australian Delivery - we deliver everywhere in Australia, and Brisbane customers also have the option to collect from our warehouse (phone 07 3390 3034 Mon - Fri 8am - 4pm). Collection option can be chosen as you go through the checkout.
*Goods are sent via Australia Post e-parcel service. There is the option at checkout for standard or express delivery. You can check expected delivery times via www.australiapost.com.au website. Goods are shipped from Brisbane 4157, then add your postcode for estimated delivery times from despatch. - *NOTE: Please do NOT choose express post if there are any items in your order containing LITHIUM batteries, as these are now classed as DANGEROUS GOODS and cannot be sent via express air freight. This information is mentioned in the product listings, and includes: * all led tealight candles, led wax candles, individual led lantern lights, floating led lotus, floating water heart light, submersible tealights, replacement batteries, led colour changing ball, and floating LED Beach balls etc. Standard delivery is fine for all of our items. If you have any queries, please call our warehouse on 07 3390 3034 BEFORE ordering.
If you select express for your goods that contain Lithium batteries, they will by default be sent as standard delivery. It is very clearly marked at checkout that batteries cannot be sent express and it is a requirement at checkout to tick the acknowledgement of shipping conditions prior to payment being made and checkout is completed.
*Please use an address where you can sign for the goods at the time of delivery (home, business or PO Box). If you are not available to sign for the goods, your parcel will be taken to your nearest post office for signature on collection. To ensure safe receipt of your order - All parcels MUST be signed for.
*You will receive an email at time of despatch with all tracking details and links. Please email info@lanternshop.com.au or call us (07) 3390 3034 if you need any further information regarding delivery times before placing your order. - International Delivery
We can also deliver to international destinations, but please note we cannot send any items containing LITHIUM batteries, as all freight is sent via airmail. Please email us your order request to info@lanternshop.com.au so we can check items are suitable for airfreight and calculate delivery charges. Goods are all sent via Australia Post international. - Sky Lanterns
- We do not import or sell 'sky lanterns' as this product is banned by the Australian Government. See link for further information http://www.productsafety.gov.au/content/index.phtml/itemId/974496 Privacy & Security
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You can order with complete confidence at Lanternshop, our e-commerce system is secured by industry standard 256bit SSL Security provided by GeoTrust, one of the world’s most trusted online security providers. Your transaction is securely processed by Eway in ‘real-time’. Eway is one of Australia’s most popular online payment gateways. Once your transaction has been processed a receipt is issued to you instantly.
At Lanternshop, we recognize and respect the importance of maintaining the privacy of our customers. We do not sell, trade, disclose or give-away any information we may have on any of customers or members. Our servers employ industry standard security procedures to protect all our information from unauthorised access.
- Ordering
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To order your products simply browse our store, locate the products you wish to purchase and press the "Add to Cart" button to add the item to your shopping cart. Once you have all the items you want to purchase in your cart, click the Checkout button to proceed to the Checkout. Our checkout procedure is an easy step-by-step process where you will be asked for your billing, delivery and payment information. If you have any problems ordering please contact us or phone our warehouse 07 3390 3034.
- Viewing Orders
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You can view your orders with Lanternshop anytime by logging into your customer account. After logging in, click on 'My Orders' on the right
- Updating Account Information
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You can update your account information with Lanternshop anytime by logging into your customer account. After logging in, select from the customer options on the right which include Account Information, Wishlist and Newsletter Subscription
Our customer Liaison officer will contact you within 48 hours to arrange an appropriate solution for you via return email.
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