FAQs
How do I change my order?
Contact Hello@zylighting.com.au with your order number and we will do our best to change your order if it has not been shipped out yet.
How can I track my package?
Your order can be tracked online 24/7 by logging into your account. Click the 'my account' link to log in and view your orders and their current status.
I place an order but not received a confirmation email
A confirmation email is sent to your email address a few seconds after an order is placed.
Please:
- check your email address is correct
- check your junk mail.
- check if a payment was made by checking your payment account.
If a deduction was made from your payment account and you did not receive a confirmation email, please email hello@zylighting.com.au with your name, delivery address and product that you purchased and we will investigate.
Why was my order cancelled?
On rare occasions we may have to cancel orders where the product is no longer stocked or if the backorder time is unreasonably long.
We will always send an email before cancellation to ask if you'd like an alternative product.
What does 'Backorder' mean?
We specialize in getting you our products in as timely a manner as possible. On rare occasion, an item may not be readily available and must be back ordered from the manufacturer.
If any part of an order is back ordered, we follow these steps:
- Notify you by email which items are on backorder and the estimated ship date. This email is sent within 48 hours of the order being placed.
- As the estimated ship date approaches (within 1- 2 days of the ship date) we verify with the shipping warehouse or manufacturer that the date is still correct. If the manufacturer has a delay, we update the backorder date and again notify you by email. Production for some specialty items do happen - we apologize in advance, but we will do everything to help you get your products as soon as possible.
- Back ordered items can be cancelled if they are confirmed as not- shipped. Items that have left the production (manufacturer) or original storage facility can no longer be cancelled as title is considered as passed to the customer.
If you need to cancel a back ordered item, please contact our friendly, local-based team at Hello@zylighting.com.au.