FAQs
PAYMENT
What payment methods do you accept?
Major credit cards (Visa, Mastercard) and PayPal. Checkout is processed securely over an encrypted (SSL) connection, and card details are not stored on our servers.
What currency are prices in?
Checkout is processed in USD or AUD depending on your location. If your card is issued in another currency, your bank applies its own exchange rate.
ORDERING
Can I change or cancel my order?
Because every piece is made to order, production may begin shortly after your order and specifications are confirmed. Email us at contact@ulurulighting.com as soon as possible. Changes or cancellations may be limited once production has started, and orders already shipped can't be changed.
Can I use more than one discount code?
Discount codes can't be combined unless stated otherwise.
SHIPPING & DELIVERY
Where do you ship?
The United States (our main market), Australia, the United Kingdom, and Canada.
How long will my order take?
Production takes approximately 3–4 weeks after your specifications are confirmed. Larger, oversized pieces then travel by sea freight, with an estimated 4–5 weeks in transit. All timelines are estimates and can vary with materials, customs, and carrier conditions.
How much is shipping?
Standard shipping is complimentary. Expedited air freight for oversized pieces is available on request and quoted before production begins.
Do you provide tracking?
Yes. You'll receive a tracking number by email once your order ships. For sea-freight shipments, tracking may stay limited during ocean transit and usually updates in the final week, closer to local delivery.
What about customs and duties?
Any import duties or taxes are the recipient's responsibility and are set by your local customs authority. We can't guarantee customs timelines or fees.
PRODUCTS & INSTALLATION
Where are your products made?
ULURU Lighting is based in Melbourne, Australia, and operates online. Each piece is made to order in Hong Kong, using components from Taiwan and mainland China.
What are the dimensions of a fixture?
Full dimensions are listed on each product page. Email us if you'd like a specification sheet for a particular piece.
How do I install my fixture?
Our fixtures should be installed by a licensed electrician. We provide general reference information rather than formal installation instructions; final wiring, ceiling support, and compatibility must be assessed on-site by a qualified professional.
RETURNS & WARRANTY
What is your return policy?
Most pieces are made to order and are handled under our Refund Policy. Returns can be requested within 15 days of delivery; custom items are eligible by exception only and may be subject to a restocking fee.
What warranty do you offer?
Each piece carries a one-year limited warranty against manufacturing defects under normal residential use. If something arrives damaged or faulty, email us with photos and we'll arrange a replacement part or resolution.
CONTACT
Still have a question?
Email contact@ulurulighting.com and we'll help.
