FAQ
Here are the answers to the questions we receive most often. If you cannot find what you are looking for, write to us at info@raustter.com and we will reply within 24 hours.
Shipping
Where do you ship?
We ship to addresses in Australia only, from our warehouse in Bacchus Marsh, Victoria.
How much does shipping cost?
Shipping is free on every order, with tracking and no minimum purchase. The price at checkout is the final price.
How long does delivery take?
Orders are processed in 1 to 3 business days and are in transit for 4 to 6 business days, so 5 to 9 business days in total. Orders placed before 4:00 PM (AEST) on a business day begin processing the same day. Full details are in our Shipping policy.
How can I track my order?
As soon as your order ships you receive an email with your tracking number. You can follow your parcel on our Track your order page.
Returns and refunds
What is your return policy?
You have 30 days from delivery to request a return. Return shipping is free with a prepaid label and there is no restocking fee. This is in addition to your rights under the Australian Consumer Law. Full details are in our Refund policy.
When will I receive my refund?
Once we have received and inspected your return, the refund is issued to your original payment method within 7 days.
Can I exchange an item?
Yes. The fastest way is to return the item you have and place a new order once the return is approved.
What if my item arrives damaged or incorrect?
Contact us right away at info@raustter.com with your order number and a photo, and we will put it right with a replacement or a full refund.
Products and use
Is a bulb included?
No. Every lamp uses a standard E27 fitting, so you can choose the bulb you prefer. We recommend an LED bulb up to the maximum wattage shown on the product page.
Can I use the lamps in Australia?
Yes. Every lamp is supplied with an Australian standard plug, is rated for 220 to 240 V and has an inline switch on the cord. Our lamps are intended for indoor use only.
How do I care for my lamp?
Care instructions are listed on each product page. In general, switch off and unplug before cleaning, wipe the base with a soft dry cloth and dust the shade gently with a soft brush.
Payment
Which payment methods do you accept?
We accept the payment methods shown at checkout, including major credit and debit cards, Apple Pay and Google Pay. All payments are encrypted. Full details are in our Payment policy.
Contact
How can I contact customer service?
By email at info@raustter.com, by phone at +61 480009430, or through our Contact us page. We are available Monday to Friday from 9:00 AM to 5:00 PM (AEST) and Saturday and Sunday from 11:00 AM to 4:00 PM (AEST).