Shipping Information
At Northlight Paradise, we’re dedicated to making your Christmas magical from the moment you place your order to when your decorations arrive at your doorstep.
Order Processing
We process all orders within 1-2 business days after payment confirmation. You’ll receive a confirmation email with your order details and tracking information once your package ships.
Shipping Methods & Timeframes
We offer two convenient shipping options to meet your holiday decorating needs:
- Standard Shipping (A$12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Free Shipping (orders over A$50):
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
Please Note: Delivery times are estimates and may vary during peak holiday seasons. We ship worldwide except to select Asian countries and remote areas. Some restrictions may apply based on destination.
Returns & Exchanges Policy
While we strive for every ornament to sparkle and every tree to stand tall, we understand that sometimes an item might not meet your expectations. Our hassle-free returns policy is designed with the festive spirit in mind, ensuring your holiday decorating remains a joy.
Eligibility
We gladly accept returns and exchanges for most items within 15 days of your receipt of delivery. To be eligible, items must be:
- In their original, unused condition
- In the original packaging with all tags attached
- Accompanied by your original order confirmation or receipt
Non-Returnable Items
Due to the nature of seasonal and personal use items, the following products are final sale and cannot be returned or exchanged:
- Christmas Trees (artificial)
- Plants and Flowers (artificial or live)
- Gift Wrap (if used or unrolled)
- Decorative hooks and ties (opened packages)
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
How to Initiate a Return or Exchange
Follow these simple steps to request a return or exchange:
- Contact Us: Within 15 days of receiving your order, email our customer care team at [email protected] with your order number and details about the product you would like to return or exchange.
- Wait for Instructions: Our team will respond within 1-2 business days with a Returns Authorisation (RA) number and instructions on where to send your item. Please do not ship anything back without this number.
- Pack and Ship: Securely pack the item in its original packaging, include a copy of your order confirmation, and clearly write the RA number on the outside of the box. Ship your return to: Northlight Paradise Returns
23 Delan Road
DUINGAL, AU 4671
Australia
Please Note: Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped, defective item).
Refund Timelines and Methods
We want you to have your funds back in time to find the perfect replacement decoration!
- Timeline: Refunds will be processed to your original method of payment within 5-10 business days after we have received and approved your return.
- Method: Your refund will be issued via the original payment method (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear on your credit card or PayPal statement, depending on your financial institution’s processing times.
Exchanges
For exchanges, we will ship the new item to you as soon as the return is processed. Standard or free shipping charges will apply based on the new order value. Please note that original shipping fees are non-refundable.
Need Help?
Our friendly customer service elves are here to help make things right! For any questions about shipping or returning an item, please don’t hesitate to contact us at [email protected].
Thank you for bringing the magic of Northlight Paradise into your home. We’re committed to ensuring your holiday season is as bright and cheerful as our decorations!
Warmest Wishes,
The Team at Northlight Paradise