FAQ

Welcome to the Austlly FAQ section!

Here you’ll find answers to the most common questions about our products, services, and policies.
Need more help? Contact us anytime.

GENERAL QUESTIONS

Q: What is Austlly?
A: Austlly is an online store specializing in lighting and interior decoration. We offer a selection of lamps and light fixtures designed to enhance every living space.

Q: How can I contact Austlly?
A: You can reach us via:

ORDERS AND PAYMENTS

Q: How can I place an order?
A: Simply browse our products, add items to your cart, and complete the checkout process by following the payment steps.

Q: What payment methods do you accept?
A: We accept major credit cards (Visa, MasterCard, American Express, Discover, Maestro...), as well as Apple Pay, Google Pay, Union Pay, iDeal, JCB, and Diners Club.

Q: Can I modify or cancel my order?
A: Yes, if it has not yet been shipped. Please contact us promptly at contact@austlly.com for any requests.

SHIPPING

Q: What are your delivery times?
A: Delivery generally takes 4 to 9 business days, including 1 to 2 days processing and 3 to 7 days shipping.

Q: Is shipping free?
A: Yes, standard shipping is free for all orders within mainland United Kingdom.

Q: Can I track my order?
A: Absolutely. Once your order is shipped, a tracking link will be emailed to you.

RETURNS AND REFUNDS

Q: What is your return policy?
A: You have 30 days after receipt to return an item. It must be new, unused, and in its original packaging.

Q: How do I initiate a return?
A:

  1. Contact us at contact@austlly.com with your order number.

  2. Download your return label via our portal.

  3. Send the product back according to the provided instructions.

Q: When will I receive my refund?
A: After receiving and inspecting the package, the refund is processed within 7 business days.

Q: Can I request an exchange?
A: Yes, subject to availability. Contact us to arrange an exchange.

PRODUCTS AND WARRANTIES

Q: Are your products guaranteed?
A: Yes, all our products come with a satisfaction guarantee. If an item is defective or not suitable, we will find a quick solution.

Q: Can I ask questions before purchasing?
A: Of course! Write to us at contact@austlly.com if you want more information about a product.

PERSONAL DATA AND SECURITY

Q: Is my information secure?
A: Absolutely. We use secure encryption to protect all your data. See our Privacy Policy for more details.

Q: Do I need an account to order?
A: No, you can order as a guest. However, creating an account makes tracking easier and gives you access to exclusive offers.

CONTACT US

Questions or need assistance? The Austlly team is here to help!

Opening hours:

  • Monday to Friday: 9:00 AM – 6:00 PM

  • Saturday - Sunday: 9:00 AM – 2:00 PM

Average response time: 24 to 48 hours

For other ways to contact us, please visit our Contact Us page.