Frequently Asked Questions

Online Order Process

The cheapest, fastest and best way to order is online as we use automated processing systems. Online orders are cheaper for us to process so we pass this saving on. You can order 24 hours a day 365 days a year.

Orders are physically processed Monday to Friday (not public holidays)

Orders received before 1.30 pm are usually sent on the same day.

We send tracking information by email so please take care to enter your email details correctly.

How it works:

  • Choose your product(s)
  • Add to cart
  • Go to checkout
  • Fill in your delivery address details. Suburb state and postcode is all that is required (there is no need to include the major city name)
  • Select payment method
  • You’ll get an email with a order number
  • Next you’ll get an email from us with your Australia Post tracking number
  • Australia Post should get email updates with status changes

If you’re an existing customer you can just login and all your adress details will have been saved.

When will you send my order?
  • Orders are physically processed Monday to Friday (not public holidays)
  • Orders received before 1.30 pm are usually sent on the same day.
  • Please take care to enter your adress and email details correctly.
  • We’ll send tracking details to you by email at 5.30pm on the day we send your order.
  • Australia Post should send email updates with status changes
Order Tracking

We’ll send tracking details to you by email at 5.30pm on the day we send your order.
Australia Post should send you email updates with status changes.

Occasionally this system may not work but this is mostly due to
a) an incorrectly entered email address
b) Australia Post system overload (it’s them, not us… really!)

Please check your emails from us and/or Australia Post to find your tracking number.
Once you have the tracking number, enter it here:

https://auspost.com.au/track

I haven't received my order yet

Please check your emails from us and/or Australia Post to find your tracking number.
If you still cant find your tracking number, please let us know using the form at right.

Once you have the tracking number, enter it on the Australia Post tracking page:

https://auspost.com.au/track

Can't find a product

“In Stock” means we have the product in our warehouse right now.

Items marked as “Pre-order” means that stock is on its way, but we don’t have it in the warehouse right now. In some cases, we may order the product in once we receive your order. Tip: If the “delivery date” is 90 days from today, it means we will be ordering the product in especially for you.
Pre-order and back-order amount o the same thing.

On 1% of occasions our stock level may be incorrect, and a product may not be available. In this case we will let you know immediately, and either send you an immediate refund or place the order on back-order.

 

 

In Stock vs Pre-Order (or back-order)

If you cant find a product using the search box, it is possible we don’t have it.

In some cases products are no longer manufactured and thus no longer available.

Try the search box at the top of this page and see if you have any luck.

If you find a product that is marked as “pre-order” it means that stock is on its way, but we don’t have it in the warehouse right now.

 

 

Product Comments

Let us know if you are having a problem with something and we will endeavor to find a solution. Please use the form on this page and describe clearly what type of problem you are having.

You can also upload pictures to show us.

I have a problem with a product

Let us know if you are having a problem with something and we will endeavor to find a solution. Please refer to our Returns Policy here.

My product is faulty or not as described

If your product is faulty or not as described, please refer to our Returns Policy page here.

I ordered wrong product / changed my mind
  • “Oops – I ordered the wrong product”
    No worries, yes we’ll fix it.
  • “Umm… I changed my mind”
    Alright, yep, we’ll fix it.
  • “My spouse is really unhappy that I bought this”
    (breathes out through nose loudly)
    Yes, yes, we’ll fix this one too.

If you ordered the wrong product from us, or you changed your mind, let us know and we will either exchange it for the product you actually want or send you a refund. Please refer to our Returns Policy page for full details.

 

You sent me the wrong product

In this case our apologies.

Please send details in the form on our Returns Policy page and we will replace the product or refund you immediately.

Details should include:

  • Item you ordered
  • Item you received
  • Your customer account code if you know it, otherwise your name, address and email address will allow us to identify you and the order in question.
  • Photos of the enclosed invoice and item barcode if possible.

Location

LEUCHTTURM1917

Australian Distributor:
Renniks Publications Pty Ltd
Unit 3, 37-39 Green St,
Banksmeadow NSW 2019

Phone: 02 9695 7055