Frequently Asked Questions

We are open Monday to Friday (excluding holidays) from 9AM to 5PM.

If you'd like to visit our showroom, please schedule an appointment here.

The best way to reach our team is by submitting an enquiry via our contact form. This allows us to review your request and get back to you as quickly and accurately as possible.

You're also welcome to call us on (02) 8959 4462. Please note that during busy showroom periods, our team may be assisting clients in person, so response times can be slightly delayed.

For the fastest and most efficient support, we recommend using the contact form.

Our showroom features a curated selection of brands and materials. Given the breadth of range, not every item is on display.

To confirm what is currently available in our showroom, view the Showroom Lighting Collection here.

If you’re looking for something specific that isn’t in the Showroom Lighting Collection, just let us know. We may have finishes or material samples, or similar pieces in-store to help guide your decision.

No problem at all, we’re here to help.

Our team of specialists can work with you to understand your style, space, and overall vision, and recommend pieces that feel cohesive across the space you are designing.

If you’d like personalised guidance, feel free to get in touch with us by contacting us here.

Not everything we source is listed on our website. If you have something specific in mind, feel free to reach out to us here.

Sourcing is one of our favourite parts of what we do, and we’re always happy to assist where we can.

Please see our full warranty policy here.

Yes, we are happy to assist you with your order and process it for you over the phone.

Details required:

• Email address
• Billing address
• Delivery address
• Phone number
• Card details for payment

We accept Visa, Mastercard, American Express (AMEX 1.75% surcharge applies).

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.

We also accept AfterPay & PayPal.

If you need to change or cancel an order, please contact our team within 24 hours of order confirmation and payment.

Where possible, we will do our best to accommodate the request. However, once an order has entered production, procurement, or dispatch, changes or cancellations may not be possible.

Please note that once an order has entered production, procurement, or dispatch, deposits are generally not refundable for change of mind cancellations, as costs have already been committed.

This does not affect your rights under Australian Consumer Law, including your entitlement to a repair, replacement, or refund where applicable.

Yes, we do offer trade discounts to the following categories:

• Architects & Designers
• Electrical Wholesalers
• Electricians
• Builders

It's simple! If you're an industry professional, you can apply to join our Nook Collections Trade Program by registering here.

Our trade program is designed for interior designers, architects, and industry partners working on residential and commercial projects.

For larger projects, you're welcome to reach out to our team via the contact form with details of your project. Where appropriate, we can review and support with tailored pricing based on scope and quantities.

Delivery is calculated based on the size, volume, and destination of your order, and will be included within your quote.

As products vary in size and many are shipped from international suppliers, freight costs can fluctuate due to carrier rates, fuel levies, and logistics conditions. For this reason, delivery is quoted on a project-by-project basis rather than a fixed trade rate.

Our team will always aim to provide the most efficient and cost-effective shipping option for your project.

Delivery timeframes vary depending on whether the item is a stock item or made to order.

• Stock items
  typically require up to 1 week for processing and dispatch, followed by an
  additional 3-5 business days for delivery
• Not in stock items
  generally have lead times ranging from 4 to 22+ weeks, depending on the brand, materials, and production method.

Many of our pieces are handcrafted or produced in small batches by international & local designers, which can extend lead times.

We will always provide the most accurate estimated timeframe at the time of purchase and keep you updated on any changes to production or shipping.

For items with longer lead times shipped via sea freight (typically 14–18 weeks), an air freight option may be available for an additional cost, calculated based on volume.

If you’d like to explore this option, please contact our team here.

At this time, we’re unable to offer collection or pickup from our showroom due to limited storage capacity and the way our orders are processed.

All orders are delivered directly to your nominated address to ensure a smooth and efficient experience.

For more information, please refer to our Delivery and Shipping Information page here.  

We’re unable to delivery to PO Boxes. Please ensure a valid residential or business address is provided at checkout to avoid any delays with your order.

For more information, please refer to our Delivery and Shipping Information page here.  

In cases where you may need to update the delivery address, please contact our team within 24 hours after placing your order.

We’ll do our best to accommodate changes before your order is processed or dispatched. Once an order is in transit, we’re unable to guarantee that address changes can be made, and additional fees may apply for any redirection or redelivery requests.

For security reasons, we’re unable to update billing details once an order has been placed.

For more information, please refer to our Delivery & Shipping Information page here.

Deliveries are typically made Monday to Friday between 9am and 5pm.

If no one is available to receive your order, the courier may reattempt delivery, leave a card with further instructions, or redirect the shipment depending on their process.

By placing an order, you authorise the courier to leave your parcel in a safe place if deemed appropriate. If an Authority to Leave (ATL) is used, the parcel will be left without a signature and will be considered delivered.

Please note that once a parcel is marked as delivered, it becomes the customer’s responsibility. Nook Collections is not liable for any loss, theft, or damage to items left unattended.

If a delivery is missed and not rearranged with the courier, the goods may be returned to us and additional redelivery fees may apply.

For more information, please refer to our Delivery & Shipping Information page here.

For online orders, shipping fees range from $50 to $1,000, depending on the size and quantity of your items. The exact fee will be calculated and added at checkout.

We’re currently offering free shipping on orders over $1,500 for first-time customers who sign up for our newsletter. Once signed up, you’ll receive a unique code via email to use at checkout.

Exclusions: This promotion does not apply to returning customers or trade clients logged into our portal.

Once your order has been dispatched, you’ll receive an email confirmation with your tracking details.

Depending on the courier, you may also receive a notification via SMS when your delivery is on its way.

We aim to consolidate your order and ship items together where possible. However, as many of our products come from different suppliers and locations, orders may be delivered in multiple shipments depending on availability.

Where items become available earlier, we may proceed with a split delivery to avoid unnecessary delays. You’ll receive tracking details for each shipment where available.

Once your order (or part of your order) is ready for dispatch, we’ll notify you via email. We can hold items for up to three (3) weeks free of charge from the date of notification. After this period, a storage fee of $30 per week may apply.

Given the nature and size of many lighting pieces, we recommend arranging delivery promptly. If you’re working to a project timeline, feel free to reach out to our team and we’ll do our best to assist.

For more information, please refer to our Delivery & Shipping Information page here.

Once your order is ready for dispatch, we can hold it for up to three (3) weeks
free of charge from the date of notification.

After this period, a storage fee of $30 AUD per week may apply until the order
is dispatched.

Due to the size and handling requirements of many lighting pieces, we recommend
arranging delivery promptly. If your project timeline requires extended storage, please contact our team and we’ll do our best to assist.

For more information, please refer to our Delivery & Shipping Information page here.

Please see our full returns policy here.

Please refer to the Damaged or Faulty Items section of our Returns Policy for further details.

If an item arrives damaged, faulty, incorrect or incomplete, please notify our team within 24 hours of delivery and provide photographs of the product and packaging.

Please also include the order or invoice number when you contact us.

Please review our Returns Policy here for further details.