Frequently Asked Questions
GENERAL
1. Do you have a physical store location?
Yes! We have a new showroom in Melbourne, Australia which is open by appointment. Contact us to make an appointment.
Showroom address: 9/132-136 Keys Road, Cheltenham.
Our range of stockists can be viewed here.
2. I’m not sure I want the wire curls that are included as part of the frame - can I remove these?
Absolutely! Some people love the added detail, others prefer a cleaner, more minimal look. We have designs in our range which are ‘curl free’ (i.e LIM / Sash / Swish).
Feel free to contact us and let us know what you’re after.
3. I have a particular colour(s) in mind. Can I change the colour?
For sure! We have selected a colour palette but that’s not to say we aren’t flexible. All you need to do is provide the PMS colour(s) you’d like us to use. This can be applied to the main body of the light and/or the belly bands. Please note that because our beads are porous, some absorb colours more than others, creating a textured look we adore. As a result, we can’t create guarantee an exact match to the PMS colour provided.
Feel free to contact us and let us know what you’re after.
4. I have a design in mind that I would love to have made. Can I design my own light?
Let’s give it a shot! We will need you to draw your desired design and prices may vary according to your idea. Just so long as it’s not a copy of another artists design, we would love to collaborate to bring your concept to life.
Feel free to contact us and let us know what you’re after.
5. Are you on social media?
We’re addicted! Find us on Facebook, Instagram, Pinterest and Twitter. We would love to see your klaylife chandelier in your space so please post a picture to your social media using the hashtag - #myklaylife
CUSTOMER CARE, WARRANTIES + CLAIMS
1. What’s a Production Identification Number?
Every klaylife chandelier is individually tagged with a permanent Product Identification Number (see tag on the inside of the frame). This unique number provides traceability of individual product through the production process right through to installation.
Before installation: Note down the product identification number for easy future reference.
2. My klaylife chandelier arrived and it appears to be damaged. What do I do?
klaylife chandeliers are shipped in special protective packaging but things can always go wrong when freighting goods around the world. So, on delivery, check the outside of the packaging for any signs of damage, then open the box and double check the chandelier is in good condition. If there are any issues please contact us immediately with accompanying photos of the damaged parts and packaging. We have insurance for damage in transit and will act promptly to resolve any issues.
3. Does my klaylife chandelier come with a warranty?
klaylife chandeliers are covered by a 12 month warranty against manufacturing faults and defects, however in keeping with their handmade nature, there will always be some variation in size, shape, colour and finish of the klaylife beads and components. These minor variations are part of the charm of a handmade product and are not manufacturing faults.
If faults and defects do arise, please see our formal warranty statement.
klaylife, where possible, will also endeavour to have the fault or defect attended to on site so as to minimise any inconvenience. This however will be at the discretion of klaylife.
4. What if my klaylife is out of warranty? Can you still help with repairs?
Yes, we can also assist with products requiring repairs outside of warranty. Just contact us to arrange the repair. On receipt of a non-warranty repair request, klaylife will provide a quote and an indicative repair time.
5. I’ve changed my mind - can I get a refund?
Unfortunately, as each klaylife chandelier is made to order, we cannot offer a refund where you made a wrong selection or changed your mind.
6. How to I install my klaylife chandelier?
Click here for important information on how to install your klaylife chandelier.
7. How do I look after my klaylife chandelier?
Your klaylife chandelier needs little maintenance to keep it looking like new.
Carefully wipe down with a damp cloth to control the dust. If particularly dusty, clean gently first with a hand held vacuum, or a regular vacuum cleaner and upholstery brush. A light feather duster is another good option.
Adjust the strings of beads where they may have become uneven during cleaning.
SHIPPING & DELIVERY
1. How long does it take for delivery?
klaylife lighting products are generally made to order. A typical lead-time, including shipping from South Africa, is 12 to 16 weeks. Actual lead-time can vary dependant upon factory loadings, availability of components and transportation. klaylife will provide regular updates on the progress of your order and the expected availability.
We do keep some popular styles in stock, so should we have the piece available, we can ship within days of payment.
For more on Shipping + Delivery, click here.
2. Will I have to sign for my delivery?
Our freight deliveries are to the doorstep and require a signature upon delivery to acknowledge that the items have been received in good order. Due to liability issues, the customer is responsible for bringing any merchandise into their home. As such, we recommend you have someone available to help you unload, unpack and install your chandelier.
For more on Shipping + Delivery, click here.
3. Do you ship Internationally?
All the time! We are regularly shipping to USA, Europe and Middle East to name a few.
Our shipping info can be found here.
If you don't quite understand some of the acronyms on the shipping page, here is more info:
(1) Standard AIR or SEA Freight, under CIP terms – Which includes Klaylife sending goods via standard air or sea freight services to the agreed nearest international airport or sea port with insurance. The buyer is then responsible for all arrival charges, customs clearance and any local Govt. fees such as Customs duties and taxes.Explanation of CIP terms can be found at this link - https://www.searates.com/reference/incoterms/cip/ (2) Express Door to Door, under DAP terms – Which includes Klaylife sending goods via an international express courier (such as DHL) to an agreed address provided by the buyer. The buyer is responsible for any local Govt. fees such as Customs.Explanation of DAP terms can be found at this link - https://www.searates.com/reference/incoterms/dap/
4. What if I am not home when my package arrives?
If, for any reason, our shipping partner is not able to successfully deliver your product(s), they should leave a card with instructions on how to re-arrange the delivery. In these situations, klaylife reserves the right to charge you for any additional costs incurred (e.g. shipping and storage) or to cancel the sale contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus shipping costs or storage costs).
For more on Shipping + Delivery, click here.
5. I live in Melbourne. Can I collect my klaylife chandelier from your Melbourne depot?
Absolutely. Depending on the size you order, you will need to arrange suitable transport and extra hands to help carry the box.
For more on Shipping + Delivery, click here.
6. I live outside of a major city. Can I still have a klaylife chandelier delivered to my home?
Yes you can. If you are located outside of a capital city, please contact us with what style/size you’re interested in plus your delivery details and we’ll provide a quotation within one business day.
For more on Shipping + Delivery, click here.
PAYMENT
1. What payment types do you accept?
klaylife offers a great variety of payment methods: credit cards (Visa, Mastercard, American Express), and PayPal. klaylife also accepts payment by EFT. If you would like to get the account details please feel free to contact us.
2. Is it safe to use my credit card on your site?
We strive to ensure that every credit card transaction occurs within a secure environment. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that your credit card or bank account information will be secured.
3. My credit card details are not being accepted. What's wrong?
Please check with your bank or financial institution to rule out errors on their behalf. If problems persist, please do not hesitate to contact us.
4. My computer froze while processing payment. How will I know that my payment went through successfully?
All successful transactions will receive a confirmation email. If you have not received confirmation via email, please do not hesitate to contact us.
PAYPAL
5. What is PayPal?
PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.
6. How do I sign up for PayPal?
You can sign up for a PayPal account on the PayPal website.
7. Who do I contact if I have a problem with my PayPal account?
Unfortunately, we are not in a position to provide support on PayPal account problems. We kindly ask you to contact PayPal customer service directly.
8. When will my payment be deducted from my PayPal account?
Payment will be deducted from your PayPal account immediately after checkout.
PRICING
9. Are your prices in my local currency?
Pricing should come up as your countries currency on the website. You can double check this by looking at the currency tab at the top of your screen.
10. Do your prices include GST?
All prices include GST.
ABOUT THE COMPANY
1. How can I find out more about klaylife™?
There’s so much to tell! Head to our about us page and make sure you watch our video on how our lights are made and the beautiful women who make them.
2. What is your ABN?
65995915788
3. How can I contact you?
So many ways! But you can start by visiting our contact page.
JEWELLERY
1. What is your metal made from?
Metal components are made from gold plated or sterling silver plated brass.
Earrings are made with sterling silver posts.
2. I am allergic to nickel. Can I wear your products?
Yes, our products are all nickel free.
3. Can I return my jewellery if I don't like how it looks on me?
We do not offer refunds or exchanges on sale items or earrings. Earrings cannot be exchanged or refunded due to hygiene regulations so please choose carefully.
We offer a return or exchange for change of mind on unworn, unused, undamaged necklaces with the tags still attached. Returns or exchanges can be made within 14 days of receiving the goods.
We do not refund the shipping cost on any returned orders – only the cost of the actual items returned will be refunded.
Please contact us for Returns address.
We strongly recommend that all returns posted to klaylife have a tracking number. Klaylife is not responsible for any exchanges or returns that go missing or lost on their way to us.