Frequently asked questions

Welcome to the Lampilo FAQ page. Below you’ll find answers to the most common questions about ordering, delivery, payments, and returns. If you need further assistance, please visit our Contact Us page. Our customer support team is always happy to help.

1. Do you offer free shipping?

Yes. We provide free standard shipping on all orders Australia-wide, with no minimum spend required.

More information is available in our Shipping Policy.

2. Do you ship internationally?

No. At this time, we only ship within Australia.

3. Can I cancel my order after placing it?

Orders can be cancelled within 24 hours of purchase, provided they have not yet been processed or dispatched. To request a cancellation, please contact our support team as soon as possible. For more information refer to out Shipping Policy.

4. How long does delivery take?

Our estimated delivery timeframes within Australia are as follows:

  • Order processing: 1–3 business days (Monday to Friday)
  • Delivery transit: 6–12 business days (Monday to Friday)
  • Estimated total delivery time: 7–15 business days

Please note that delivery times are estimates and may vary depending on your location and courier operations. For full details, please see our Shipping Policy.

5. How can I track my order?

Once your order has been dispatched, you’ll receive a confirmation email with a tracking number. You can follow your delivery via our Track My Order page.

6. What is your return policy?

We offer a straightforward 30-day return policy. You can request a return within 30 days of receiving your order. To be eligible for a return, items must be unused and in their original condition and packaging. For full terms and instructions, please refer to our Refunds & Returns Policy.

7. What if I receive a faulty or damaged item?

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible. We’ll arrange a replacement or resolution at no additional cost. You can find full details in our Refunds & Returns Policy.

8. When will I receive my refund?

Once your returned item has been received and inspected, approved refunds are processed to the original payment method within 7 business days. Refunds typically take another 3 business days to appear back to your account depending on your bank or payment provider. Further details are available in our Refunds & Returns Policy.

9. Do your products come with a warranty?

Yes. All of our products are backed by a 1-year warranty against manufacturing defects, giving you added peace of mind with every purchase. If you believe your product has a manufacturing defect, simply contact our support team and we'll be happy to assist you. For complete details about what's covered, exclusions, and how to make a warranty claim, please refer to our Warranty Policy.

10. How does your 30-Day Money-Back Guarantee work?

We want you to shop with confidence. That's why every order is backed by our 30-Day Money-Back Guarantee. If you're not completely satisfied with your purchase, you can request a return within 30 days of receiving your order by contacting our customer support team. We'll provide you with the return instructions and guide you through each step of the process. For full details about return eligibility, exclusions, and the return process, please refer to our Refunds & Returns Policy.

11. I ordered two, but received only one unit. Where is the other one?

In some cases, after your order has been shipped, the carrier may split it into separate shipments for logistical reasons. As a result, one package may arrive before the other. If you've only received part of your order, please contact our support team and we'll be happy to provide you with the tracking information and an update on the remaining shipment.

12. Still have a question?

If you couldn’t find the answer you’re looking for, feel free to contact us at support@lampilo.com. Our team will be glad to assist you and will respond as quickly as possible.

Contact Information

Customer Support Hours:

  • Monday to Friday: 9:00 AM – 5:00 PM
  • Saturday and Sunday: Closed
  • Time Zone: GMT +10:00 (AEST)

Response Time: We aim to respond to all emails within 24 hours on business days (Monday to Friday). Messages sent on weekends will be answered on the next business day.