Shipping Policy

Last updated: 13 September 2026

Frame & Glow is operated by SKILL LAUNCH LABS PTY LTD (ABN 97 687 286 924). We deliver lighting and home products to customers throughout Australia and New Zealand.

1. Where we deliver

We currently deliver to valid residential and business street addresses in Australia and New Zealand.

We do not currently deliver to PO Boxes, Parcel Lockers, military addresses or other restricted locations. Some remote locations may also be unavailable. If we cannot deliver to your address, we will contact you promptly and provide a full refund for the affected order.

2. Shipping cost

Standard shipping is free on all orders to Australia and New Zealand, with no minimum purchase.

3. Processing and delivery estimates

Orders are processed Monday to Friday, excluding New South Wales public holidays.

• Order cutoff: 5:00 PM Sydney time (AEST or AEDT, as applicable)
• Processing time: 1–3 business days
• Transit time after dispatch: 7–12 business days
• Estimated total delivery time: 8–15 business days from the first business day after the order is placed

Orders placed after the cutoff, on weekends or on public holidays begin processing on the next business day. These timeframes are estimates, not guarantees. Remote-area delivery, peak periods, customs processing, severe weather, carrier disruption and other events outside our reasonable control may cause delays.

4. Fulfilment and split shipments

Frame & Glow works with fulfilment partners globally. Products may therefore be dispatched directly from an international fulfilment location. If an order contains multiple products, they may arrive in separate packages and at different times. You will not be charged additional shipping fees for split shipments.

5. Duties, taxes and customs clearance

Shipments are sent on a delivered-duty-paid (DDP) basis. Applicable import duties, import taxes and ordinary customs-clearance charges are included in the price paid at checkout. Customers should not be asked to pay these charges separately when an order is delivered.

If a carrier or customs authority unexpectedly asks you to pay an import charge, do not pay it before contacting us at info@frameandglow.com.au. We will investigate the charge and provide instructions.

6. Tracking

When your order is dispatched, we will send a shipping confirmation to the email address supplied at checkout. Tracking may take several business days to show its first carrier scan, particularly where a parcel transfers between international and local carriers.

7. Address changes and customer responsibilities

Please provide a complete and accurate delivery address, telephone number and email address. Contact us as soon as possible if an address needs to be corrected. We cannot guarantee an address change once an order has entered processing or been dispatched.

If a parcel is returned because the address was incorrect or incomplete, delivery was refused, or reasonable delivery attempts were unsuccessful, we will contact you. Reasonable redelivery costs may apply unless the failed delivery was caused by us or the carrier.

8. Delayed, lost, damaged or incorrect deliveries

If tracking has not updated for an unusual period, your order has not arrived within the estimated timeframe, or your parcel arrives damaged or incorrect, contact us promptly. Please include your order number and, for damage or an incorrect product, clear photographs of the parcel, shipping label and product where reasonably possible.

We will investigate with the carrier or fulfilment partner and provide an appropriate remedy. Your rights under the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993 where applicable, and other applicable consumer laws are not limited by this policy.

9. Returns

For information about returns, faulty products and refunds, please read our Returns & Refunds Policy. Do not send a product to our registered business address or to the address shown on the original parcel unless our support team has instructed you to do so.

10. Contact us

Store: Frame & Glow
Operator: SKILL LAUNCH LABS PTY LTD
ABN: 97 687 286 924
Business address: 138 Foveaux St, Surry Hills NSW 2010, Australia
Email: info@frameandglow.com.au
Phone: +61 2 5500 9308

Customer support is available Monday to Friday, 9:00 AM–5:00 PM Sydney time (AEST or AEDT, as applicable), excluding New South Wales public holidays. We aim to respond within one business day.

Returns & Refunds Policy

Last updated: 13 September 2026

Frame & Glow is operated by SKILL LAUNCH LABS PTY LTD (ABN 97 687 286 924). This policy explains our change-of-mind returns process and the remedies available when a product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee.

Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including rights under the Australian Consumer Law and, for eligible New Zealand customers, the Consumer Guarantees Act 1993.

1. Change-of-mind returns

You may request a change-of-mind return within 30 calendar days after receiving your product.

To qualify, the product must be:

• unused, uninstalled, unassembled and in resalable condition;
• returned with all components, accessories, manuals and tags;
• in its original packaging; and
• accompanied by your order number or other proof of purchase.

Products made or ordered to a customer's specifications cannot be returned for change of mind. This exception does not affect rights relating to faulty, unsafe, misdescribed or otherwise non-compliant products.

2. Starting a return

Email info@frameandglow.com.au before sending anything back. Include your order number, the product you wish to return and the reason for the return.

Once the return is approved, we will provide the correct return address and instructions. Because our products may be fulfilled by different partners, the return address may differ from the sender's address on the parcel.

Do not send returns to our registered business address or to the address on the original parcel unless our support team specifically instructs you to do so. Returns sent without approval, or to an unauthorised address, may be delayed or may not reach the correct facility.

3. Return shipping costs

• Change of mind: You are responsible for return postage and for the product until it reaches the authorised return facility. We recommend using a tracked service. We do not charge a restocking fee.
• Faulty, damaged, incorrect or non-compliant product: Frame & Glow will cover reasonable return costs where a return is required and the product is confirmed, or reasonably appears, to be faulty, damaged, incorrect, unsafe, misdescribed or otherwise subject to a remedy under applicable law. We may provide a prepaid label or reimburse reasonable postage costs.

4. Faulty, damaged or incorrect products

Inspect your order as soon as reasonably possible after delivery. If a product is damaged, incorrect, missing components or appears faulty, contact us promptly at info@frameandglow.com.au. Include your order number and clear photographs or video where reasonably possible so we can assess the issue quickly.

For a minor problem, we may provide a repair, replacement or another remedy within a reasonable time. For a major failure under the Australian Consumer Law, you may be entitled to choose a refund or replacement. Equivalent remedies may apply under New Zealand law. We will not require you to pursue the manufacturer or supplier instead of contacting us.

Installation by an appropriately licensed electrician may be required for certain lighting products. An installation issue caused by incorrect, unauthorised or unsafe installation is not a product fault. This does not limit your rights where the product itself is faulty or where the installation requirements were not properly disclosed.

5. Exchanges

For change-of-mind returns, the quickest way to obtain another product is to return the original product and place a separate order after the return is approved. If we send a replacement as a remedy for a faulty, damaged or incorrect product, we will arrange this with you directly.

6. Order cancellations

If you need to cancel or change an order, contact us as soon as possible. We will try to accommodate the request, but cannot guarantee cancellation after an order has entered processing or been dispatched. If the order has already shipped, you may request a return after delivery under this policy.

7. Inspection and refunds

We will notify you after the returned product is received and inspected. If the return is approved, we will issue the refund to the original payment method within 10 business days. Your bank or payment provider may require additional time to post the refund to your account.

For an approved change-of-mind return, the refund covers the price paid for the returned product. Standard outbound shipping was provided free of charge. Express, special-service or other non-standard delivery charges, if separately purchased, are not refundable unless required by law.

If more than 15 business days have passed since we confirmed that a refund was issued, contact info@frameandglow.com.au.

8. Contact us

Store: Frame & Glow
Operator: SKILL LAUNCH LABS PTY LTD
ABN: 97 687 286 924
Business address: 138 Foveaux St, Surry Hills NSW 2010, Australia
Email: info@frameandglow.com.au
Phone: +61 2 5500 9308

Customer support is available Monday to Friday, 9:00 AM–5:00 PM Sydney time (AEST or AEDT, as applicable), excluding New South Wales public holidays. We aim to respond within one business day.