Frequently Asked Questions
At Nook Collections we are dedicated to providing the best lighting experience. If you have any questions feel free to read through our frequently asked questions or send us a message on our contact page.
What are your trading hours?
We are open Monday to Friday from 9AM to 5PM.
How do I contact you?
You can phone us at 02 8959 4462 or email us by clicking here.
Can I see the products before purchasing?
We are currently online only and our Head office doesn’t have product on display nor is open to the public. We can further assist you with imaginary and happy to show colour swatches if available for the fittings you have selected.
I need assistance in selecting the most suitable pieces for my home
No worries! Our team of specialists is here to assist you.
We can define the style you are after and shortlist products for you making sure there is consistency throughout your interiors.
Please contact us via email by clicking here.
Can you source more than what is on your website?
Yes, we can! Not every product that we can source is on the website. If you have any specific requirements, please contact us via phone or email. Sourcing is what we love the most and we are happy to offer our assistance if possible.
What warranty do you offer?
All light items supplied via Nook Collections Pty Ltd carry a minimum warranty of 24 months against manufacturing faults and it excludes any work required by an electrical contractor.
All Nook Collections Pty Ltd items are warranted to be free from defects in material and workmanship, provided the right voltage will be used to operate the item/s and the correct installation will be executed by a certified electrical contractor.
Nook Collections's liability under this warranty is limited to the repair or replacement of the faulty components of the item/s supplied during the warranty period. Returns freight charges will not be covered.
Nook Collections will not be liable for any labour cost incurred to remove or replace the item unless previously agreed on by the counterparts.
Nook Collections Pty Ltd warranty does not cover light sources or globes weather supplied separately or part of the product.
Can I order over the phone?
Yes, we are happy to assist you with your order and process it for you over the phone.
- Email address
- Billing address
- Delivery address
- Phone number
- Card details for payment
What kind of payment do you accept?
We do accept Visa, Mastercard, American Express & PayPal.
We also accept AfterPay.
You can also proceed via Bank Transfer if it is the option preferred and, in this case, we are happy to send you Proforma invoice listing our bank details.
Can I cancel my order?
You can cancel your order within 24h and until production and transit do not start.
Please contact our customer service via email clicking here.
Do you offer Trade discounts?
Yes, we do offer trade discounts to the following categories:
- Architects & Designers
- Electrical Wholesalers
How do I apply for a Trade account?
Please email us your details, such us:
- Name of the Business
- Billing address
- Delivery address
- Website if available
You can also add a list of items you would like us to quote for you so we can issue a formal quote to you.
How much is delivery for Trade clients?
Delivery fee is calculated upon volume and delivery address, and it will be added to your quote accordingly.
Shipping and Delivery
How long will it take to receive my order?
Stock items will take up to 1 week to be delivered.
No stock items have a lead time between 4 to 14 weeks depending on the brand.
We will do our very best to communicate correct estimate time of delivery and to advise if any delays in production or dispatching occurs.
Do you offer express delivery?
In case of items that have a longer lead time as shipped by sea freight (ETA 12-14 weeks) you can opt for Airfreight option for an extra charge to be calculated upon volume.
Contact our customer service by clicking here.
Can I collect my order?
As we are currently online only, we do not offer collection or pick up service.
Can you deliver to a PO Box?
No, we cannot unfortunately deliver to a PO box. Please make sure to enter correct details.
Can I change my delivery address?
In case you placed an order and suddenly must change delivery address please email us as soon as possible.
Once goods are in transit, we cannot rectify a delivery address.
What happens If I am not home to receive the order?
Delivery usually takes place Monday to Friday between 9AM to 5PM – if no one is available to receive the goods a postcard will be left. If goods get returned to us because either you were not available to receive the goods and/or didn’t re arrange with the courier, an extra charge will apply for re delivery.
If a notice has been left or if you do instruct us to leave your order in a safe place, we can give Authority to leave the parcel in a safe place for you.
If the place is not secure it will be entirely at the customer risk and Nook Collections Pty Ltd will not be responsible if the item is not where instructed.
How much is shipping cost?
We do charge a flat delivery fee of $50.00 on online orders only. This will be added during the check out.
Will I know when the order is being dispatched?
Once your order is dispatched, we will email you advising and sending you a tracking reference.
Furthermore, once out for delivery, courier will contact you via TXT to promptly inform you of the imminent delivery.
Do you partially dispatch?
In order not to make our clients wait, we usually send out partial orders as soon as the item/s comes available in our stock.
Returns and Refunds
Do you accept returns?
We guarantee your satisfaction and all the items sold throughout Nook Collections Pty Ltd and for this reason we do not accept returns for change of mind or mistake while ordering.
We can consider exception for stocked goods but:
- 30% restocking fees apply
- Products must be in their original boxes and packaging and be delivered undamaged
- Return cost and responsibility at the customer's expense
What do I do if the order arrives damaged?
Damaged, Faulty or Missing goods must be notified within 24 hours of delivery via email.
All the original packaging must be kept, and photographs of item and box must be taken and sent to us.
Once we receive your email, we will communicate our course of action in order to rectify the issue.
Damage and faulty items will be collected for inspection unless differently advised
If the damage or faultiness is imputable to the transport company or to the production process, we will issue a replacement.
If the order is noticeable damaged on arrival, please advise the driver and follow the transport company procedure for goods damaged on arrival.
If the faultiness is due to the wrong usage/installation of the fitting and not imputable to the production process, we will refuse to replace/refund the item/s and a new product will have to be ordered if replacement is required.
What should I do if I received the wrong product?
We apologise for the inconvenient caused and we will try to rectify this as soon as possible.
Please email us within 48h of receiving the order and please include:
- Order ref or invoice number
- Images of the box label and item received
Where can I find your return and refund policy?
Please click on our Shipping and Return page.