When will Vivid Lights ship my order?

We will endeavour to ship your item within 12-24 hours. Dispatch usually occurs the next business working day.

How can I track my order?

Check your order status in My Orders.

Once your order is shipped, you will receive an email containing a tracking ID number and link. Be sure to check your junk/ spam folder in case it lands there!

Do you deliver to PO Boxes or Parcel Lockers?

Yes. We use Australia Post primarily for all our deliveries.

How do I change my delivery address after my order has been placed?

We process and pack your order as fast as possible. If the order is not marked as shipped, we can amend the address on our end, so please contact us.

If the order has shipped and is with Australia Post, please sign up to the MyPost tool https://auspost.com.au/mypost/ and redirect your parcel.

If the order has shipped with any other courier, contact us and we’ll try our best to make the change for you as well.

How long does delivery take?

You can find your exact delivery time and cost by entering your post code/ suburb on any product page. Also here is a schedule for estimated delivery times.

Location Cost Delivery Timeframe
NSW
SYD Metro 10 1-2 Working Days
NSW Other 12 2-4 Working Days
VIC
MEL Metro 12 2-3 Working days
VIC Other 18 3-4 Working Days
QLD
BRI Metro 12 2-3 Working days
QLD Other 18 3-6 Working days
SA
ADE Metro 12 2-3 Working days
SA Other 18 3-6 Working days
WA
PER Metro 12 3-5 Working Days
WA Other 18 5-8 Working Days
TAS TAS 12 3-5 Working Days
NT NT 18 5-8 Working Days

How much does delivery cost?

You can find your exact delivery time by entering your post code/ suburb when you view your cart or in checkout.

What if I am not home when my order arrives?

Your order will be left attended at your address, unless specified otherwise. If the area is not deemed to be safe, the driver can use their discretion to not leave the parcel.

For Australia Post deliveries, the driver will leave a note for you to collect your local at your local post office. Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our warehouse.

Note: for residential deliveries being made by Australia Post, they can occur as early as 7am. For business addresses, the delivery will be made during standard business hours, 9am to 5pm AEST.

Will I have to sign for my delivery?

Wherever possible the courier will have an  ATL (authority to leave) option for delivery (unless it is otherwise stated)

When can I collect/ pick up my parcel?

Unfortunately we do not offer pick up from our warehouse as of this time.

Do you ship internationally?

No, we are only able to deliver goods to Australia.

What is Vivid Lights returns policy?

Vivid Lights offers returns for 30 days. We have 5 rules of returns, item(s) must be returned:

1) Within 30 days of purchase;

2) Unused with the original packaging.

3) In the original packaging which must be in the original condition.

4) For damaged/ Faulty items – Contact us for a prepaid return label

5) For a change of mind – Please send the item back to;

Vivid Lights

Attn: Returns

109 Eastwood Ave

Epping NSW 2121

How do I use my return label?

Once a return is initiated, we provide you with a return label, this will be sent to you via email (be sure to check your junk/ spam folder!).

Have you received my return?

  • Returns take 2-7 business days to reach our warehouse.
  • Once received, your request will be processed within 1-3 business days.
  • For refunds, please note that your financial institution may need 3-5 days to clear the funds back into your account.

How will I be refunded?

You will be refunded the same way you paid.

Credit card or PayPal:

Your refund will be credited into the same account your payment came from.

When will I receive my refund?

  • Returns take 2-7 business days to reach our warehouse.
  • Once received, your request will be processed within 1-3 business days.
  • For refunds, please note that your financial institution may need 3-5 days to clear the funds back into your account.

Don’t forget – we send you emails along the way so keep an eye out on your inbox (including your junk/ spam folder).

What if the item I received is not what I ordered?

Please chat with us so we can arrange for the correct item to be delivered.

What if the item is faulty?

We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect or is not working, please contact us so we can guide you through the returns process and help resolve the problem as swiftly as possible. Please note that we’ll need a photo or two showing the defect/fault, which will speed up the returns process for you.

I have received a faulty item; it is not working

Please contact us as soon as possible on 1300 513 451 during opening hours or email us here. Our customer service team will do everything to make things right for you.

I received my order but it is damaged, incorrect or faulty

Please contact us as soon as possible on 1300 513 451 during opening hours or email us here. Our customer service team will do everything to make things right for you.

Has my order been successful?

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log In to your account to check My Orders.

How do I change or cancel my order after purchasing?

We are unable to change items within an order once it has been placed (including size/ style/ colour). Prior to an order being marked as ‘shipped’ we are able to cancel individual items or the entire order. If an item or order is cancelled, you will need to allow 3-5 business days for the refund value to reflect back into your account.

Why won't my solar lights charge?

There are a few reasons why your lights might not be working so we’ve put together this troubleshooting guide to help you find out what’s wrong:

(a) Ensure the lights are turned on if they have an on/off switch (we know this might seem a little obvious but it’s always worth checking).

(b) Make sure your solar panel is outside and not indoors, for example in a conservatory, as solar panels can’t charge through glass.

(c) Give your solar panel clear access to daylight as it won’t charge properly if it’s hidden under something such as a shrub or tree.

(d) Also, if it’s been outside for a while, give the solar panel a gentle wipe with a damp cloth to remove any dirt. Your lights will need a really good charge, 1-2 days of sunshine should do the trick, especially if they’ve been put away for a while.

I’ve charged my solar lights but they’re still not working?

You’ll need to check the solar battery. It’s really easy and takes 2 minutes.

(a) Locate your battery on the reverse of the solar panel. You’ll either have a visable hatch or have to remove the screws (on each corner) to open the panel. There will be some wires attached to each side of the panel so be careful not to pull too hard when opening.

(b) Swap the green rechargeable battery (either AA or AAA) with one that you know is working. We recommend using a new standard battery, supermarket or branded is fine (e.g. one you would put in your TV remote control).

(c) Once your battery is in place, put the panel face down on a flat surface to imitate darkness.

(d) If your lights illuminate you need a new green solar rechargeable battery. Contact us for a replacement.

(e)If your light still doesn’t work with the standard battery, give us a call as there may be an issue with the panel or light itself.

I ordered coloured lights but received white ones?

Have you switched them on? LEDs are colourless until illuminated, so they all look the same until you switch them on. If your lights are still white once lit up then please contact us and we can help you further.

I’ve connected my lights together but they won’t illuminate?

Look at the male end and you’ll see some metal pins and a groove that needs to be aligned into the female end. Once you align the groove into the female channel, push together, tighten the sleeve and you’ll find your lights will work. Very much like a battery, they will only work one way. If you’re still having problems with your connectable lights, check all the connections on your system and repeat the process.

Why are my battery lights dim?

The brightness of battery lights can vary depending on the batteries you’re using. Rechargeable batteries are typically a slightly lower voltage than normal batteries, so can result in dimmer-than-average lights.

Are your prices in Australian Dollars (AUD)?

Yes, as we are based in Australia and you are buying from an Australian company, we charge you for your order in Australian dollars.

What payment types do you accept?

For the purchase of products on our website, we accept the following payment methods.

  1. Credit Cards (including Visa and MasterCard)
  2. Paypal
  3. Vouchers

Do you match prices if I see an item on sale elsewhere?

We strive to match our prices with other online retailers. If you see the same item online cheaper, let us know, and we will do our best to match it. Simply send us a link or image of the item you’re after, along with your size and we’ll let you know.

How do I change or cancel my order after purchasing?

We are unable to change items within an order once it has been shipped (including size/ style/ colour). Prior to an order being marked as ‘shipped’ we may be able to cancel individual items or the entire order. If an item or order is cancelled, you will need to allow 3-5 business days for the refund value to reflect back into your account.

How do I use my voucher?

Redeem your voucher code during Checkout on the payment section.

You will see a title labelled ‘Add voucher or Discount Code’. Copy and paste the code into this field for it to apply.

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. Vivid Lights payment system has a 128-bit SSL security encryption certification. You can see the transaction is secure if you see a key lock on your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

Who do I contact if I have a problem with my PayPal account?

Unfortunately we cannot assist with PayPal account problems. If you have any issues with your PayPal account, please contact PayPal Customer Support.

What is your ABN?

Our ABN is 31794675251.

How do I unsubscribe from your newsletter?

  1. Open any newsletter sent to you by Vivid Lights.
  2. Scroll to the bottom of the newsletter and click ‘Unsubscribe’

Please allow up to 3 business days for the subscription removal to become effective.

How do I update my details on my account?

Simply ‘Log In’ and then edit ‘Account Details’.

How do I create a new account?

An account is automatically set up for you when you make your first purchase with us.

The item I want is out of stock?

We try to have a stock level that will keep up with demand but some popular items may sell out fast. Our focus is to keep up with the latest trends so our products are only available while stocks last.

We are not able to source more sizes for special orders.

Do you place items on back order?

No, items are not placed on back order and we try to avoid advertising products that are not in stock.

If you have placed an order and your item has sold out, you will be contacted by our Customer Service team via email and a refund will be arranged.

Do you offer a discount for large orders?

We offer all our customers, new and old, the best possible prices on our website. Most products will have multi-buy discounts or bundle deals available, however we do offer discounts for large orders of $1,000 or more. Please call us for a detailed quotation.

I have received a faulty item, it is not working?

Please contact us as soon as possible on 1300 513 451 during opening hours or email us. Our customer service team will do everything to make things right for you. Please note that we’ll need a photo or two showing the damage/fault, which will speed up the process for you.

It item i received is missing, incorrect or damaged?

Please contact us as soon as possible on 1300 513 451 during opening hours or email us. Our customer service team will do everything to make things right for you. Please note that we’ll need a photo or two showing the damage/fault, which will speed up the process for you.

Ask a Question

If you have a question, send it to us here!

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