Customer Support & Help | Christmas World
Customer Support
How can we help?
Choose what's happened, tell us a few details and add photos. Our Customer Service team replies within 48 hours, Monday to Friday.
Your support ticket has been submitted
Our Customer Service team will reply to the email address you gave us within 48 hours, Monday to Friday. If you don't see our reply, please check your junk or spam folder.
Please keep the item and all of its packaging until we've been in touch.
Please report delivery problems within 7 days. Damaged, missing or wrong items, and parcels marked delivered that haven't arrived, need to be reported within 7 days of delivery so we can lodge a claim with the courier.
Quick answers
The questions we're asked most often.
When will I hear back?
Our Customer Service team replies within 48 hours, Monday to Friday, to the email address you give us. If you can't see our reply, please check your junk or spam folder.
Where's my order?
Orders leave our warehouse within 24 to 72 hours and usually arrive 1 to 7 days after dispatch. Busy periods can add a little extra time.
- Your tracking link is in your shipping email or SMS.
- You can also track your order in your account.
- Larger orders can arrive in separate parcels, each with its own tracking.
My order arrived damaged. What should I do?
Sorry about that. Let us know within 7 days of delivery and include photos or a video of the damaged item, the box it came in and the shipping label. Please keep the item and all packaging until we've been in touch, as the courier may need to see it.
Report a damaged item →My lights aren't working. Is there anything I can try first?
- Check the power point works and every plug and connector is pushed in firmly and dry.
- Battery lights: fit fresh batteries the right way round and check the switch or timer setting.
- Solar lights: make sure the panel is switched on and gets direct sun, not shade. A full charge can take a sunny day or two.
- Check the instructions in the box. Some sets include spare fuses or bulbs.
Still not working? Send us a photo or short video and we'll help.
Report a faulty item →Can I return something if I change my mind?
Contact us within 7 days of receiving your order. Items must be unopened and in their original, saleable condition, and return shipping is at your cost. Once they're back with us and checked, we'll issue a website credit note. We don't offer refunds for change of mind.
Start a return →Can I change or cancel my order?
Usually, if you contact us within 24 hours of ordering and before packing starts. Cancelled orders are issued a website credit note, valid for 12 months. For anything urgent, call 1300 00 9627.
Change or cancel an order →Do I need to send the item back?
Not always. If we can confirm the fault or damage from your photos and videos, we'll arrange the fix without a return. If we need to inspect it, we'll tell you how to send it back. When a product is confirmed faulty, we cover the cost of returning it.
Do you deliver to PO Boxes or parcel lockers?
No. Our couriers can't deliver to PO Boxes, post offices or parcel lockers, so please use a street address. We deliver within Australia only.