FAQs

 

      CHAS CLARKSON ONLINE STORE & SUPPLY ONLY PRODUCT

  • Do you have a showroom where I can see these products or a store where I can come in and buy?
    Our Showroom and Store is located at 1028 Botany Road, Mascot NSW. We are situated next to the Sydney City Volkswagen dealership and the nearest cross street is Lord Street. Off street parking is available. 
  • What is the Showroom and what are the trading hours?
    Our showroom is open by APPOINTMENT ONLY.Call us on 1300 300 195 to make an appointment. We would love to see you and one of our experienced team will always be available to offer guidance and advice. We have extended trading hours for the Christmas season, commencing after the October long weekend.Please call us first to confirm trading hours. Just drop in, 
  • Click & Collect Orders 
    Click and Collect is a new (April 2016) FREE service that allows you to place an order online or in our Showroom and then collect your purchases. Simply place an order online at www.chasclarkson.com.au or in our Mascot Showroom, choose the Click & Collect option and we will process your order and notify you when ready for collection.

    Is there a minimum spend for Click and Collect orders?
    No, there is no minimum spend for Click & Collect orders.

    What products are available for Click & Collect?
    Most products are available for Click and Collect, including large items.

    What if my order is out of stock?
    Is the product you wish to order out of stock? Don't worry, we can place it on back order and once it is available we will notify you when it is ready for collection or we will refund the cost of any missing items.

    How will I know when my order is ready to collect?
    You will receive an email once your order is ready. This will be no less than 2 working days from time order is placed. If we are unable to fulfil your entire order or part of it, we will notify you within 24 hours and refund you the cost of the unsupplied item(s).

    Do I need to bring anything with me when I come to collect my order?
    To collect your order, you will need to show proof of purchase, such as your order confirmation email. 

    Can someone else collect the order on my behalf?
    Yes. They must bring in a copy of the collection confirmation email and a valid ID when picking up the order. Please note that they will be unable to pick up the order if they cannot provide the order collection confirmation email.

    Can I change my Click and Collect order? 
    If you'd like to add or remove products from your order, please contact our Customer Services team on 1-300-300-195  between 9am and 5pm, Monday to Friday.

    How long are orders kept for collection?
    Orders will be kept for up to 10 days from the time you receive your initial collection email. Any orders that are not collected within this timeframe will be cancelled.

    What happens if I can’t collect?
    Any orders not collected within 10 days of notification will be cancelled. Alternatively, please contact us for delivery and freight options on 1-300-300-195.

    Can I return Click & Collect purchases?  
    Refer to our Returns Policy

          Online Store Orders   

  • Are there minimum order requirements?
    We have no minimum order requirement, although you will need to spend $50 or more to place an order on our online store.
  • Do prices on the online store include GST?
    Yes, all prices are GST inclusive. If you are ordering from outside Australia please inform us and we will provide a GST free quotation.
  • Can I place a bulk or large volume order and receive a discount?
    Yes, bulk order discounts can be offered on certain items in our range, please call us on 1300 300 195 to discuss this further.
  • I am a member of a Buying Group. Am I entitled to a discount?
    Chas Clarkson has affiliations with Retail Buying groups such as Nationwide Jewellers, Leading Edge Jewellers, Frontline and Showcase, as well as Australian Retailers Association, so be sure to  mention your Buying group name and number on the order to ensure you are receiving your discount advantages.
  • What will be the freight charge for my order?
    For most prepaid orders that do not include bulky items the freight charge will be $18.00 to the majority of Australian addresses*. In the product information you will be advised if an item is considered bulky. In this case we will provide you with a freight quote once your order has been submitted. Any prepaid orders of $300.00 or more that do not include bulky items, will be delivered to you freight free within Australia.

    Please note :  For NON BULKY tems, while an individual item may not be bulky, when ordering multiples, the parcel may become what is considered a bulky item. In these instances, the freight cost may be additonal and you will be advised at time of sales process.

    Free delivery and $18.00 standard fee do not apply to regional QLD, WA, NT and TAS. If your delivery is to one of these areas please contact us for a  freight quote.                    

    If you are not prepaying your order because you are an established Chas Clarkson account customer then freight will be charged as applicable to the goods ordered. There is no set rate.

    Should no one be present to accept delivery, the relevant redelivery charge will be made irrespective of the order value.
  • When will I receive my order?
    Please note that our online store is functional 24 hours but dispatch can only occur during weekday trading hours, therefore, please calculate lead times below from the next business day.

    Goods will not be dispatched until payment has been accepted (excluding Account Customers)

    Standard Delivery Times – pending stock availability and receipt of payment. *Please allow an additional 2 days in the busy Christmas season.
    NSW (Sydney Metropolitan Area)     2-3 business days
    VIC (Melbourne Metropolitan Area)     2-3 business days
    QLD (Brisbane Metropolitan Area)     2-3 business days
    NSW – Regional Areas     4-5 business days
    VIC – Regional Areas     4-5 business days
    QLD – Regional Areas     4-5 business days
    SA (Adelaide Metropolitan Area)     4-5 business days
    SA – Regional Areas     5-7 business days
    NT (Darwin Metropolitan Area)     5-7 business days
    NT – Regional Areas     7-10 business days
    WA (Perth Metropolitan Area)     7-10 business days
    TAS (Hobart, Launceston)     7-10 business days
    WA – Regional Areas     10-14 business days
    TAS – Regional Areas     10-14 business days

    If goods are required more urgently or by a specific date please specify in your delivery instructions and we will endeavour to get the order out faster. We will contact you if the time frame requested is not possible. Additional freight charges will apply to orders sent with express couriers.

    *Estimated lead times of out of stock items and deliveries are in no form binding upon Chas Clarkson and are not a contractual obligation
  • I have received the incorrect goods. What do I do?  
    We will use our best endeavours to supply you with the product you have ordered from us. On occasion however, we may accidentally supply you with an incorrect product that you have not ordered. If this occurs, we will supply you with the correct product once the incorrect product has been returned to us in accordance with the returns guidelines set out in our Terms & Conditions. In the event of incorrect goods supplied by us to you and goods are returned in accordance with the returns guidelines and the correct goods that you ordered are no longer available, we will issue you with a credit note or refund.

    It is essential that all goods returned to us as an authorised return are in exactly the same brand new condition that they were sent to you. This includes the original packaging of the product.  

    If you have not received the correct item/s please ensure you contact Chas Clarkson within 48 hours of receipt by calling 1300 300 195 or by emailing sales@chasclarkson.com.au  and we will then advise the best way to return the goods and arrange for your desired goods to be sent out ASAP.
  • I have received damaged goods. How do I get a replacement?
    Please contact Chas Clarkson immediately by calling 1 300 300 195 if any items in your parcel are damaged. We will arrange for replacements to be sent to you ASAP and depending on the severity of the damage will advise you what to do with the stock. (We may need it returned to consult with the manufacturer or may suggest you dispose of it, if it would be less economical to return).
  • What will you do if a product I order is out of stock?
    Unless your delivery instructions have stipulated a ‘due by’ date we will hold back your order for up to 5 days awaiting the stock. If the goods are not expected within this time frame you will be contacted and offered a substitution, credit or back-order of the item.
  • How accurate are the online store images and product information?
    We endeavour to update any product changes ASAP but there may be the occasional variation. If we cannot update the image immediately we will ensure the description is correct. Please always refer to the measurements, colour and material described to ensure you know what you are going to receive. We strive to depict accurate colour representation where possible. Please note that not all of the product images are shown to scale. We reserve the right to make product description, image and price changes as necessary.
  • What quality and standard can I expect from lighting and electrical products offered by Chas Clarkson?
    All of our lighting and electrical products are designed for use in accordance with Australian standards. Many electrical products use a transformer to convert them to low voltage - where applicable, this is specified in the respective product description.
  • What is Chas Clarkson stock returns policy?
    You will need to contact us to advise the return or we will be unable to guarantee issuing a refund or credit. Goods returned for reasons of incorrect choice, no longer required or change of mind are to be returned at the buyer’s expense and will only be accepted if unopened and in original purchase condition and an RA number has been issued. A 20% restocking fee will be charged on all returns supplied as ordered. No credit will be allowed on freight and handling charges.
  • How can I be advised of new products and sales promotions?
    If you would like to be informed of additions to our range, sale items or inspiration, please subscribe to our newsletter by submitting your details in the box on the left of the page. You can also follow us on Facebook, Pinterest, Linkedin, Instagram and You Tube.
  • I can't find what I am looking to purchase on your site. Can I place a special order?
    Yes, most certainly! Call our 1300 300195 number to discuss your requirement. We are always happy to assist where possible.
  • I am from a company/ shopping centre. Can you install my decorations?
    Yes, we are certainly able to provide a quotation on larger scale jobs. Please email sales@chasclarkson.com.au with an indication of your requirements and we will be in touch promptly. Please browse our Project Gallery to see examples of what we can do for you.
  • Can I hire Christmas decorations from Chas Clarkson?
    Yes, Christmas hire programs are possible for projects and are usually based on a 3 year term. Please contact us to discuss options. Contact us by calling 1300 300 195 or by emailing sales@chasclarkson.com.au
  • Is it safe for me to pay by credit card online? How else can I pay?
    Our payment fields are secure so you can make credit card payments with confidence. We do understand that many people are uneasy about entering this information online so we do have option to select that says, ‘contact us for payment’. If you make this selection, one of our client service representatives will call and you can nominate whether to give them your card details, post us a cheque or direct deposit funds into our bank account. Please note that payment must be received before stock is packed and dispatched and we cannot guarantee stock availability while awaiting your payment.
  • Is my privacy protected if I submit contact details on this site?
    Chas Clarkson will never pass on any of your information to a third party without your consent. Information received will only be used to contact you regarding orders you have placed, to answer your enquiries or to send you a newsletter if you request subscription.

CHAS CLARKSON CHRISTMAS CONCEPTS

  • What is your returns policy?
    Custom manufactured goods for bespoke projects are not returnable.
  • What Product Warranty is offered by Chas Clarkson?
    3 Christmas seasons 
    Foliage  

    2 Christmas seasons
    Decorative trim    
    Fibreglass void decoration   
    Santa Set components   

    1 Christmas season     
    Decorative low voltage foliage lighting   
    Decorative LED lighting  (*Decorative 240 volt foliage lighting  N/A )
    External Decoration        
    Light curtains & controllers                                                                                                                                                                                                                                                                                                                                                                                                   
  • Warranty will only exist if Chas Clarkson conducts the installation & dismantling process.   
  • Our product warranty does not cover normal wear and tear or damage caused by the public.
  • The warranty will cover against defective workmanship and materials.  
  • Decorations will often require maintenance over the term of the campaign to ensure they keep functioning as intended. This maintenance work is not considered a warranty issue. Where possible maintenance estimates will be supplied for the proposed concept and will be adhered to.
  • Replacement bulbs required for lighting maintenance are not covered under warranty terms.     
                                                                                                                                                                                                        
  • If a product malfunctions whilst under warranty, will Chas Clarkson replace the item?
    Yes, in season one, labour and equipment rental charges to replace the product will be the responsibility of Chas Clarkson. In Season Two and Subsequent Seasons, labour and equipment rental charges to replace the product will be an additional cost to the client.
  • Will I see Product prototypes for my project?
    Depending on the scope of your project and the detail of the specific element(s), prototypes are produced when and where applicable to check structural integrity and assess installation requirements on site. Prototypes requested by clients for approval and acceptance are generally discussed in early stages with the client.
  • How long will installation & dismantle take? Can I select any date?
    Installation & dismantle times will depend on the size of your project and will be explained and organised with your Project Manager well in advance of your "turning on the lights" date. Dates for installation and dismantle can fill up pretty quickly throughout the year, so it is suggested that a date is chosen and locked in as one of the first decisions in the Christmas project's process.
  • Does Chas Clarkson have Insurance & Public Liability coverage?
    Chas Clarkson and any of our subcontractors currently have a public liability policy covering up to $ 20,000,000.00.  Our installation crew and subcontractors are fully covered by Workers Compensation.