Shipping and Returns

All items are delivered by TNT, Fastway Couriers, TNT or Australia Post.

Warehouse Location
We process and dispatch orders from our Sydney warehouse, Monday – Friday.

Handling // Processing Time
All in-stock items will be processed and dispatched from our Sydney warehouse within 2 business days from receipt of payment.

Tracking Numbers
Tracking numbers are retained for the security of the delivery, and are provided upon reasonable request.

Signature Upon Delivery / Authority To Leave
A signature is required for proof of delivery by you or an agent. All deliveries require a signature unless you tick an authority to leave without a signature. In this instance, neither Festoon House, Decorative Lighting Australia nor the Courier Company will accept any responsibility for the continued safe custody of the goods or its security and no proof of delivery shall be required to be supplied. With an ‘Authority to Leave’ the risk for the goods passes to the purchaser (you) immediately upon delivery.

For the security of any delivery, we strongly recommend a delivery address where someone is in attendance between the hours of 8:30 am and 5:30 pm Monday – Friday to sign for the goods.

Expected Delivery Times
Festoon House will endeavour to ship all in-stock products for your order within 2 business days once pay payment cleared.

Typical delivery times after dispatch from Sydney are:

Eastern States NSW/VIC/ACT/QLD are between 1 – 3 business days.
Other States WA/SA/TAS/NT delivery times are between 3 – 6 business days.
Rural locations, please allow an additional 1 – 2 business days on the above estimates.

Shipping Rates​
We provide standard shipping $19 per order. Orders with a total product value over $49 are eligible for free Australia wide delivery.

Order Status
We process orders on regular business days, Monday – Friday, in the order in which they were received.

If you have questions about the status of your order, email us at [email protected] and we will be happy to assist you.

Festoon House offers customers a full refund or exchange of products within a 30 day period with a valid proof of receipt. All returned items must be of original condition with packaging intact. If you receive damaged goods upon delivery please contact Festoon House immediately for an exchange, damaged goods will only be replaced within 7 days of receiving the goods.

My Order Arrived Damaged – What Do I Do?
Damaged Goods In Transit?

In the unlikely event that you do receive an item that has been damaged in transit, immediately contact us by CLICKING HERE or emailing [email protected] with the subject line “DAMAGED GOODS – “ORDER NUMBER”” and informing us of what has happened, please provide us with your order number, let us know about the damaged product and photos of the damaged goods. We will then organise a pickup of the damaged goods from you and the redelivery of a replacement right away.

Please note that you must inform us within 7 days of receiving your delivery if items have arrived damaged. Outside of this 7-day window, the returns policy does not cover you for goods damaged in transit.