Frequently Asked Questions
Orders & Shipping
How long will it take to receive my order?
All products are processed within 1 business day and shipped via AusPost/StarTrack or TNT Express. Most orders will be received within 2-5 business days, however some locations may take up to 8 business days.
More details about our shipping & returns policy can be found here.
Can I track my order?
Once your order is dispatched you will receive an Auspost or TNT Express tracking number. As this moves through transit your parcel(s) will update with an estimated date of arrival.
Do you ship internationally?
At this stage we are just illuminating Australian skies.
For any international enquiries, please contact us and we will do our best to accomodate.
Can I cancel or amend my order?
If your order has not yet shipped we may be able to amend or cancel the order. Please send an email to hello@lumee.com.au with the subject heading ‘Amend/Cancel Order Request’.
I haven't received my order, where is it?
When your order is shipped you will be notified by email and provided with a tracking reference number allowing you to track your order.
If you have any issues with tracking or this services is unavailable, please reach out to our friendly team so we can be of assistance.
Do you ship to PO boxes and Parcel Locker addresses?
Yes, we can ship to both PO Box and Parcel Locker addresses. You can enter this information at the shipping section during checkout.
The item I want is out of stock, will you be getting more?
If an item you’re looking for is out of stock, please get in touch with us for an estimate on when it will be available again.
Do you offer wholesale?
If you have any wholesale enquiries, please reach out to our team at hello@lumee.com.au so we can review your request.
Returns
What is your returns policy?
All of our products come with a 30 day money back guarantee. See our returns policy.
To begin the return process, simply email hello@lumee.com.au.
I am missing an item in my order, what should I do?
Oh no, we're sorry to hear that! Please reach out to our friendly team with your order details, and we'll get everything sorted for you as quickly as we can.
Do you offer exchanges?
We don’t offer exchanges but if you need assistance with your order, feel free to contact our team, and we’ll be happy to help!
Is there any warranty on your products?
We want you to be completely happy with your purchase! That’s why we offer a 30 day money-back guarantee. If you’re not satisfied, just reach out to our team, and we’ll take care of the rest!
All of our products also come with a 12 month warranty provided they are correctly installed as detailed in our product installation guide.
The warranty policy covers product faults itself and does not cover breakage from accidents or any other damage caused during installation by the purchaser or the contractor installing the goods.
Product
What's included in the festoon kits?
All of our kits include:
- Festoon Belt in your chosen length
- Globes (if selected)
- 1x 1-metre power cable
- 1x 3-metre extension cable
What is the difference between 50cm spacing and 100cm spacing?
50cm Bulb Spacing:
This configuration has 20 globes per 10 metres of length, and places bulbs closer together, resulting in a more concentrated light output.
This option is ideal for creating a brighter, more vibrant atmosphere.
100cm Bulb Spacing:
This configuration has 10 globes per 10 metres of length, and spaces the bulbs further apart, which can create a more subtle and softer lighting effect.
This configuration is best suited for areas where you want to maintain a gentle glow without overwhelming brightness.
Are the festoon kits weatherproof, waterproof and UV resistant?
Yes, our festoon kits are weatherproof, waterproof (IP65), and UV resistant, making them perfect for both indoor and outdoor use in all kinds of weather!
How bright are your festoon lights?
We offer a variety of globes to suit every setting!
1W G45 LED - Ideal for creating a soft, atmospheric glow (100 lumen).
2W S14 LED - Provides a moderate amount of illumination comparable to a bedside lamp (200 lumen).
4W A60 / ST64 LED - Provides strong illumination ideal for brightening dim spaces or when a greater light output is required (400 lumen).
Are your lights sufficient for commercial purposes?
Yes, our commercial grade festoon lights are perfect for creating ambience at outdoor events, restaurants, patios, or any space that needs a warm, inviting atmosphere. We provide a thicker and more durable cable built to handle the elements and last longer.
Which globe is best for me?
Click here to compare our globes!
Are replacement globes available?
Yes, replacement globes are readily available! You can find them in the globes section on our website.
If one globe breaks, does it affect the rest of the lights?
If one globe breaks, it won’t affect the rest of the lights. Our festoon lights are designed so that if one globe goes out, the others will continue to work normally. Just replace the broken globe, and you’re good to go!
Are your globes shatterproof?
Yes, our globes are 100% shatterproof! They’re made from sturdy, impact-resistant materials to help prevent breakage, making them ideal for both indoor and outdoor use.
Are your kits dimmable?
Our festoon kits are dimmable with the addition of a dimmer kit, which you can purchase separately. It’s an easy way to create just the right lighting for any setting!
Can I use multiple extension cables?
Absolutely! Connect as many extension cables as you require to ensure your lights look just right!
Installation & Maintenance
Do you provide installation guides or tips?
Yes, we provide an installation guide and various tips to help you get started. You can find easy to follow instructions here, and if you need any extra help, our friendly team is always happy to assist.
How do I clean and maintain my lights?
1. Turn off the electricity to all the lights before you begin
2. Clean the bulbs with a soft, dry cloth. For stubborn dirt, use a damp cloth but ensure the bulbs are dry before turning them back on.
3. Check the cables and wipe them down with a damp cloth. Avoid using harsh chemicals as they can damage the insulation.
4. Inspect for damage to ensure there is no exposed or frayed wires. Replace any broken or burnt-out bulbs. Make sure you use the correct wattage and type.
Do I need a support wire?
A support wire isn’t essential, but it’s recommended for longer runs or outdoor installations. It helps keep your lights secure and prevents sagging, ensuring they always look their best.
We recommend keeping the distance between fixings under 7m apart if a support wire isn’t being used.