Frequently Asked Questions
Below you'll find answers to our most commonly asked questions. If you can't find what you're looking for, please don't hesitate to reach out to our team at info@oxelune.com.
Ordering & Shipping
How long does shipping take?
Orders are typically processed within 1-2 business days of purchase. Once dispatched, delivery generally takes between 5 and 12 business days for metro areas, and 12 to 20 business days for regional and remote areas. For full details, see our Shipping Policy.
Do you ship internationally?
At this time, we only ship within Australia. If you are located overseas and would like to place an order, please contact us at info@oxelune.com and we will do our best to assist you.
Can I track my order?
Yes. As soon as your order ships, you will receive a confirmation email containing a tracking number and link, allowing you to follow your parcel's progress from our warehouse to your door.
Can I change or cancel my order after placing it?
If your order has not yet been dispatched, we may be able to accommodate a change or cancellation. Please contact us as soon as possible with your order number, and our team will confirm whether an adjustment is still possible.
What happens if my order is delayed or lost in transit?
While the vast majority of orders arrive within the estimated timeframe, delays can occasionally occur due to factors outside our control, such as courier disruptions. If your order has not arrived within the expected window, please contact us with your order number and we will investigate on your behalf.
Do you offer express shipping?
We currently offer standard shipping on all orders. If you require your order urgently, please reach out prior to purchase and we will let you know what options may be available.
Products
Are your lights rechargeable or battery powered?
This varies by product. Many of our lamps, including the Puck Light, Songbird Lamp, and GlideGlow, feature USB rechargeable batteries, while other items use replaceable batteries. Full power specifications are listed in the description and variant options on each individual product page.
How long does the battery last on rechargeable lights?
Battery life depends on the specific product and the brightness setting in use. Most of our rechargeable lights provide several hours of continuous illumination on a single full charge. Exact runtime details are listed on each product page.
How long does it take to fully charge a rechargeable light?
Most of our USB rechargeable products reach a full charge within 2-4 hours, though this can vary depending on the model and the power source used to charge it.
Do your products come with a warranty?
Yes. All products are covered against manufacturing defects. Should your item arrive damaged or develop a fault under normal use, please refer to our Returns & Refunds section below for how to proceed.
Are your products safe for children's rooms?
Many of our night lights and lamps are specifically designed for children's spaces and use low-heat, low-voltage LED technology. As with any electrical product, we recommend adult supervision during initial setup and periodic inspection of cords and batteries.
Returns & Refunds
What is your returns policy?
As our products are sold at accessible price points, we do not accept general change-of-mind returns. However, your satisfaction and the quality of what you receive matter to us, and we stand behind every item we sell.
My item arrived damaged or faulty. What should I do?
We're sorry to hear your product wasn't in perfect condition on arrival. Please do not send the item back to us. Instead, simply email us at info@oxelune.com with your order number and a clear photo of the damaged or faulty product, and our team will arrange a replacement to be sent to you at no additional cost.
How quickly will I receive my replacement?
Once we've reviewed the photo and confirmed the issue, replacements are typically dispatched within 1-2 business days.
What if my item stops working after a period of normal use?
If a product develops a fault during normal use within a reasonable timeframe, please contact us with your order number, a description of the issue, and a photo or short video if possible. We will assess the fault and arrange a replacement where appropriate.
Payment
What payment methods do you accept?
We accept all major credit and debit cards, along with other secure checkout options available at checkout. All transactions are processed in Australian dollars (AUD).
Is my payment information secure?
Yes. All transactions are encrypted and processed through secure, industry-standard payment gateways. We do not store your card details at any point.
Will I be charged in AUD or another currency?
All prices displayed on our store, and all transactions processed, are in Australian dollars (AUD).
Contact
How can I get in touch with your team?
We're always happy to help. You can reach us at any time by emailing info@oxelune.com, and we will respond as promptly as possible.
What information should I include when contacting you about an order?
To help us assist you as quickly as possible, please include your order number, a brief description of your enquiry, and, where relevant, a photo of the product in question.