FAQ

From choosing the perfect light to delivery and installation, here are answers to the questions we hear most often.

General

Yes. Our Trade Portal is designed for interior designers and architects, making specifying quick and simple.

Our collections can be viewed at our online store.

We offer a 12-24-month warranty from the date of delivery.

Support

All of our lights undergo strict quality control and are tested before dispatch.

Please check the installation guide provided with your fixture to ensure each step has been completed correctly.

Here’s a quick troubleshooting checklist:

1. Ensure the driver settings and dip switches are correctly set.

2. Check all wiring connections and ensure polarity is correct.

3. Confirm that power is reaching the fixture from the driver.

4. Check that your low voltage light has not been wired directly to 240V.

If you still need assistance, please contact us.

Check that the fixture is wired to the SEC output from the driver. If further assistance is needed, reach out to our Product Support Team.

They can contact us directly for troubleshooting at +61-0416175241 (Australia).

Brass is a natural material that will develop a patina over time. We recommend:

1. Ensuring installers wear clean cotton gloves when handling the light.

2. Using the supplied microfiber cloth to gently buff away dust or small marks.

Our brass is wax-sealed to slow the aging process, but environmental factors like humidity, coastal air, and skin oils will naturally affect patina development.

For Natural Brass, lightly scuff the surface with ‘0000’ steel wool (available at hardware stores). Be aware that this will brighten the brass in that area.

To reduce waste, we prioritise repairs whenever possible. We stock spare parts and aim to return repaired products within 7-10 days. Please contact us for a warranty claim form.

To reduce waste, we prioritise repairs whenever possible. We stock spare parts and aim to return repaired products within 7-10 days. Please contact us for a warranty claim form.

All orders are dispatched from our warehouse via DHL, FedEx, or NZ Courier Post. Due to the high value of our products, a signature is required upon delivery. We do not recommend shipping directly to building sites.

International orders (outside Australia) are subject to import duties and taxes based on the receiving country’s regulations.

Our products and components are made in China. We personally visit our manufacturing partners where possible and ensure the highest quality standards are maintained.

Product

Our lead times vary, as most of our products are made to order for your project. However, lead times may occasionally be affected by external factors out of our control. We also keep a range of products in stock for shorter lead times. Please get in touch before ordering to confirm availability.

Yes, we welcome custom commissions and adjustments to our designs. Many of our products can be Chrome or Nickel plated, or powdercoated in custom colours. Please note that this process may affect lead times and pricing. Contact us to discuss your requirements.

All fixed luminaires (pendant and wall lights) must be installed by a licensed electrician.

This is found on each of our product pages in the specifications section.

Yes, all of our products are dimmable. Please consult your electrician to ensure compatibility.

Our fixed-luminaire LED products use LEDs rated for 50,000 hours (equivalent to 20 years of use at 6 hours per day).

We do not offer refunds for change-of-mind purchases. However, we stand by our craftsmanship and comply with New Zealand consumer law, offering refunds or exchanges for products that are not fit for purpose. Return shipping costs are the responsibility of the original purchaser.

Payment

We accept all major credit and debit cards through our secure Stripe payment gateway, including Visa, MasterCard, American Express, and more.

Yes. All payments are processed securely through Stripe, which uses industry-standard encryption (SSL) to protect your details. We never store your card information on our servers.

No, you will only be charged the total amount shown at checkout. Any applicable taxes are included before you confirm payment.

Stripe automatically processes your payment in Australian Dollars (AUD) for orders within Australia. If you are purchasing from another country, your bank may convert the payment into your local currency.