FQA

1.How to choose the correct shipping fee for my order?

Please check the width of the item you purchase, and select the corresponding shipping cost.

We have shipping cost special for spotlights. If purchasing spotlight you can choose shipping for spotlight. Also you can always choose arrange shipping later, we will contact you with correct shipping cost.

2.Can I pick my online order up from Eden lighting store?

Yes, we have two stores in Auckland which means you can order online and pick up from your local store. You can choose “pick up in New Lynn” or Pick up in Panmure” when you select shipping options. Address and opening hours please see click “find us”.

If you have paid for your order, We will hold it as long as you need. Refund and exchange policy applied from the date of payment received.

If you would like to pay for your order in store, We will hold it for 14 days from the date of order placed.

3. I need many different lights. How do I contact Customer Service?

Please call us 09-8260116 or 09-5270988 or email us directly with a list of light you would like to purchase. Our friendly and professional sales consultant will help you out.

4. When will I receive my order?

We aim to deliver your items as soon as possible but dispatch times indicated are subject to change. Standard items usually delivered within 48 hours (Rural Home Delivery will take longer in some areas).Orders received on Saturdays, Sundays and Public Holidays will be processed on the following business day.

5. Where is my order? Can I track my order?

If your order has been dispatched you will receive an email that contained a tracking number for each product in your order. If you had multiple products in your order you may receive multiple tracking numbers. You can use these tracking numbers to see the delivery status of your products.

6. Can I return a product I've bought online?

While the Consumer Guarantees Act and Fair Trading Act provide the basis for Eden lighting returns policy, Goods must be returned to the shop you purchased in the original condition, including the packaging, within 7 days if applying for a refund. Refund will be credited to your account upon return receipt of the goods. Freight cost is not refundable. Return freight is at the purchaser’s cost.

Clearance and Factory second items are not refundable, not exchangeable.

7. My product is broken or faulty - what should I do?

Under the Consumer Guarantees Act you are entitled to have your product repaired, replaced or refunded. First you need to contact us immediately. If you can send us some photos will be very helpful. We will either resend the parts or replace the whole product depends on the circumstance.

8. My product has been damaged during delivery - what should I do?

If you suspect your product has been damaged during delivery, Please contact us immediately. If you can send of some photos will be very helpful. We will either resend the parts or replace the whole product depends on the circumstance. Please do not throw away the parcel, we will need the parcel to make claims.

9. What are your Terms & Conditions relating to Laybys?

Lay-by is available only when the purchase is over $100. 20% deposit is required at the time the Layby is created which is non-refundable but can exchange to other products. The Layby is to be paid off over a two month period. 7 days refund policy is not applied to the layby order. 30 days exchange policy commences on the date when the layby is finished.

10. Why can't I add the item QTY to my cart?

Our stock control system is only linked to our Panmure store for this stage. When you can't add the item QTY means this item is low stock in Panmure store. In this case you can give us a call or send us an email. We may have enough stock in the warehouse, just not online yet.

11. Can I still purchase the item when it is marked SOLD OUT?

If an item marked “Sold Out” it means it just sold out at our Panmure store. In this case you can give us a call or send us an email. We may have enough stock in the warehouse, just not online yet.

We have new shipments arriving every two weeks so you can do pre-order and we will deliver it as soon as new stock arrive.

12. How can I find the SDoC for the item I already purchased?

Please email us your order/receipt number, or product code. We will send the SDoC files by emails.

13. Do I get the same price if I purchase in store?

Some promotions are online only. But also there are some specials in store too. If you need multiple items please contact us by email or over the phone for a package deal. 

For more please take a reference: http://edenlight.vendecommerce.com/pages/terms