FAQ

 

Ordering

How can I place an order?

You can place an order online, over the phone (1300 76 16 77) or by email (info@beyondbright.com.au). More information How to Order

How can I find out when an out of stock item will be back in stock?

Every out of stock item has a link "Sign up to get notified when this product is back in stock". This will prompt you to log in to your account or sign up for a brand new account. Once the item comes back into stock, you will get notified by email.

If you woud like to know more, please contact us by phone 1300 76 16 77 and we may be able to give you an approximate timeframe of when the item will be back in stock.

If you don't mind waiting, we can even place an order for that item and we'll ship it out to you as soon as it comes into our warehouse.

I ordered something by mistake, can I change it?

If the order has not been processed, we are able to change it. Simply call or email us and we'll be able to assist. Unfortunately, once the order has been processed and shipped, we are not able to make changes. We have a flexible returns policy, that will allow you to return the item.

Can I cancel my order?

Please contact us immediately on 1300 76 16 77 or email info@beyondbright.com.au advising us that you wish to cancel. If the order has already been processed and shipped, unfortunately, we cannot cancel it. In this instance, you can return your purchase and we'll give you a full refund minus the shipping costs both ways.

What happens if something I order is out of stock?

Beyond Bright keeps a very close eye on our stock levels. We also regularly check our partner stock levels and update our site accordingly. In the unlikely event that the item that you ordered is out of stock, we'll contact you immediately. If we know that this item is coming back shortly, you can choose to wait for the item to come in or receive a full refund for your order.

I am purchasing from overseas, does the price include import duties and taxes for my country?

No, the price on our website does not include international duties and taxes. Please check with the customs office in your country to check if duties and taxes apply. Beyond Bright are not familiar with charges in every country and we are not responsible for these charges.

 

Payments

How can I pay for my order?

We accept credit cards (Visa / Mastercard), PayPal, direct deposit, money order or personal cheques.

Direct Deposit Payments

Name: Beyond Bright Pty Ltd

BSB: 062 158

Account Number: 1039 8207

Personal/Bank Cheque Payments and Money Orders

Please make these payable to:

Beyond Bright Pty Ltd

PO Box 6187

Marrickville South NSW 2170

Please allow up to 7 days for cheques to clear. International cheques take 6-10 weeks to clear from the time of receipt.

Can I pay cash?

Yes, we accept pick up from our warehouse by appointment and cash payments. Please call us on 1300 76 16 77 to arrange an appointment.

 

Shipping

Do you ship internationally?

Yes, we ship to most countries around the world except for Africa, Middle East and Central America. For international customers, please check your customs authority for your country's rules on taxes and import duties. Many countries, eg. UK charge duty and taxes at customs. These charges will need to be paid separately once the goods arrive in your country and are not indluded in the purchase price on this website.

Do you ship Australia wide?

Yes, we can deliver to anywhere in Australia.

Please ensure that your address is correct at the time of order. Our systems are automated and they pick up the address that is listed in the order details. We cannot be held responsible for loss of articles due to incorrect address. Couriers charge us for redirection due to incorrect address, so these charges will be passed on to you.

How is shipping calculated?

We have built in calculators on our webstie that calculate shipping cost directly from our providers. This means that the shipping calculated is the direct cost that we pay to ship items to you. This allows us to keep our prices low every day.

How long does it take for my item to be shipped?

We ship items daily from our warehouse. Certain items such as rugs, get shipped directly from our partners. We keep a close eye on stock levels and ensure that most items that we sell are in stock and are available for immediate dispatch.

For any items that are paid for by 8am, we will ship them the same day. Otherwise, all items are shipped next business day.

In the unlikely event that we are out of stock on an item, we will contact you as soon as possible and advise you of the situation.

How do you ship items?

For most items we use Australia Post eParcel for delivery. If you are not home, a card will be left by the driver and your item will be taken to the closest Australia Post, where you will be able to pick up the item.

Any items that have not been picked up within 14 days will be returned to sender.

Larger items are shipped by courier. Couriers do not send to PO Boxes and require a residential or work address.

Can you deliver to a PO Box?

Yes, if items are sent by Australia Post, they can be delivered to a PO Box. Any items sent by courier, cannot be delivered to a PO Box. If you are not sure, please contact us and we can assist you with delivery questions.

I bought a few items, can they be shipped together?

Depending on the items that you have purchased, they may not be shipped together, and may arrive to you in separate packages. We will advise you if your order will arrive separately by providing you with several tracking numbers for delivery. Please check your order history within "My Account" for more details or contact us with questions.

Why do I have to pay for shipping?

We sell a variety of items of different shapes and sizes. Delivery costs across Australia vary signifficantly depending on where you live and what you purchase. We have created an advanced shipping calculator that uses our discounted shipping rates for calculation to ensure that our shipping prices are the cheapest we can possibly make them. This also allows us to keep our prices low every day, saving you money!

How much will delivery cost?

Our advanced postage calculator automatically combines all of your items together and calculates a one low postage price based on the cubic weight of all the items. Please note that the calculator only charges for the actual items and that Beyond Bright does not aim to make money on shipping and we use our discounted rates from Australia Post for shipping calculations.

You can check the postage cost at the shopping cart page by entering in your location details.

Can I pick up my order?

Yes, pick up is available by appointment only. Please contact us to arrange a pick up appointment either by phone 1300 76 16 77 or email info@beyondbright.com.au.

Pick up is available from 9:30 - 4:30, Monday - Friday.

How can I track my item?

We upload all tracking numbers into your order details and this is available in the "My Account" tab within our website. If you order is taking longer than usual to arrive

My order has not arrived, what do I do?

We dispatch items very quickly, to ensure that you get them fast! So, if there is any delay, this is highly unusual! Firstly, please log on to "My Account" and check the tracking number of your order.

If there are any issues with tracking or couriers, please contact us on info@beyondbrigth.com.au

 

Damaged / Faulty Items

I received a faulty or damaged item, what do I do?

We are really sorry to hear that your item arrived damaged! If in the unlikely event that any item arrives to you damaged or faulty, please contact us either by phone 1300 76 16 77 or by email info@beyondbright.com.au.

Please send us a photo of the damage or fault.

We want to ensure that you are 100% happy with your purchase and we promise to do our best to resolve the issue either by replacement of the item or return for a refund.

Rustic / Vintage Items

We sell a lot of rustic or vintage items, that have chips and markings. These markings are part of the design and character of the item and are not considered faulty. Please contact us if you have any concerns.

 

Returns

Can I return an item?

We want to make sure that you are 100% happy with your order, so if something is not quite right, then you can return it within 30 days of purchase for a refund minus shipping costs (to you and back to us).

Returns must have original packaging and in brand new condition.

If you would like to return an item, please message us or call us and we can arrange return labels for you.

Please package up the items in their original packaging

Australia Post Returns

Contact us to arrange return labels. Once you receive the return label, simply stick it on the box and take it to any Australia Post outlet.

Courier Returns

Contact us, so that we can arrange a courier pick up of the item by our courier.

Refunds will be given once the goods are inspected and cleared to be in a resellable condition. If the goods return to us damaged or in a non resellable condition, we will charge a 30% restocking fee.

Can I exchange an item?

Yes, we accept exchanges. Simply contact us and advise us that you wish to exchange and we'll send you return labels for you to send the item you have received back. Once received, we will post out the item you wish to exchange for.

Please note, you will need to pay additional postage costs to send the item back and for us to ship out a new item to you. Any difference in pricing between the two items will also be payable.

 

Logging In To Our Site

I cannot log in, what do I do?

Make sure you use the email address you supplied when you first registered with us. Make sure you type in your password correctly. If you're still having trouble, try clearing your temporary internet files ("cookies" and "cache") and trying again.

If you're still not able to sign in, try using "Forgot Your Password?" to request a new password. Once you receive your new password, please re-type it carefully from the email into the sign in form. After you're logged in you can go to the "My Account" section and change your password to something more to your liking.

 

Safety and Security

How do I know that my transaction is safe?

Beyond Bright understands that security is important and we take it very seriously. That is why we use Digicert (https://www.digicert.com/) Extended Validation SSL certificate. This certificate is the same certificate used by Facebook, Wikipedia, Yahoo, Nasa, Toyota and IBM and Digicert is trusted by more than 80,000 companies world wide to provide the best online security.

When you transact with us, any information that you provide is passed through the strongest 256 encryption and ensures that your information is secure. Please note however, that some older web browsers are not able to support 256-bit SSL encryption and we encourage you to ensure your own browser and security software is always up to date.