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Customer Care - Top Customer Questions
     
How to order?

Shopping online is easy. You can browse our site, using the various categories to search for a wide range of items. If you see an interesting article, just click on the picture or hyperlink to find out more. Alternatively if you already know the item, you can use our "Quick find" function and type in a key word or the item number. The following page will show the results. Just click on the "Add to Cart" Button and the item will be placed into your shopping cart. You can continue to add further items to your shopping cart until you are ready for checkout. At any time you can check the contents in your shopping cart and make amendments to it.
Once you are finished with shopping, click on the "Checkout" button and follow the easy steps to complete your order.
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Shipping Charges

All of our items are calculated to offer our customers the best possible price. In addition we have to recover the costs for dispatching the goods to our customers. After calculating the total value of items ordered, we add a charge for Postage & Handling. Depending on the order value the cost will be between $ 9.0 and $ 15.00 according to the following scale:

Total of OrderPostage Cost
Orders up to $30$9.0
$30.01 - $50.00$12.00
$50.01 - $70.00$13.50
Orders over$70.01$15.00


  1. Our Postage & Handling cost is calculated as an average on all our shipments. Some of the items we ship are small, some are delivered within Sydney - others are heavy furniture items that have to be shipped from Sydney to Tasmania or Broome. Due to this fact, on some orders a customer may pay more or less than the actual postage. In the long run though, this will even out. It would be impossible for us at this stage to calculate postage exactly for each parcel depending on weight, size and delivery address.


  2. In addition to the charges by Australia Post our charge also includes the handling at the warehouse to pack the items and prepare them for shipping. These costs affect our operation (as opposed to a retail shop) and we have to pass them on to our customers.


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Order Status

Please note our normal processing will take about 5 working days with parcels then being dispatched via Australia Post. Depending on their location most of our customers in Australia will receive their goods from an online order within 2 weeks. However, please understand that this is subject to certain variables that are not always in our control. In some cases an order may take a bit longer. If you are waiting for an order placed about three weeks ago and would like to check on the status of this order, please contact our Hotline on 02-9979 0283 or contact us via email by clicking here.
The following details will help us track the order: name and address used for this order, date order was placed, order placed online, by phone or mail, payment type, verification if payment has already been debited.
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Payment Options

Online: When paying online you can use either a credit card (Visa or Mastercard) or pay via an existing account with Paypal.
If you prefer to pay by Credit Card (Visa or Mastercard), please click on the relevant Credit Card button appearing during the checkout process. You will be transferred securely to the processing page with ANZ charging your credit card on our behalf.
Alternatively, you can pay via an existing account with Paypal.
Payal is a leader in online payment solutions operating in more than 100 countries worldwide. PayPal automatically encrypts your confidential information using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). For more information on Paypal please refer
to Paypal Australia,

Mail: If you prefer to place your order by mail, please send your form with cheque, Australia Post money order or your credit card details (Visa / Mastercard) to the address on the order form.

Phone/ Fax: for orders placed by phone or fax please provide us with your credit card details (Visa or Mastercard).
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Paypal

Payal is a leader in online payment solutions operating in more than 100 countries worldwide. PayPal automatically encrypts your confidential information using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).
For more information on Paypal please refer to Paypal Australia
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Out-of-Stock Items

If some of the items in your order are temporarily out of stock, we will send the available items first and ship the other items as soon as they become available. We will not charge any additional postage in this case. If you cannot wait, you may cancel any item from your order at anytime before it is shipped and we will process a refund for this item. Simply send an e-mail to Customer Service and include your full name, address details and if available customer/order or tracking number.
Items that have permanently sold out will be removed from our website.
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Free Gift Policy

As we appreciate your business we will usually include a gift with every order valued above a threshold clearly indicated on our website or in our catalogue - usually $ 60 or more (before postage & handling). The current gift is displayed on our WebPages. When ordering online it is added automatically to your shopping cart once you reach the relevant threshold.

Please note that our website will always reflect our current catalogue. If you have received a special version of our catalogue via the Reader's Digest Magazine or hold an older catalogue offering a different free gift, you may still be able to make use of this offer. In this case please either call our Hotline on 02-99790283 and refer to the relevant catalogue or place your order by mail using the order form in the relevant catalogue you hold. We will then honour the older promotions.

If you want to place an order online based on a different catalogue, please contact us via our contact form prior to placing your order online and we will then provide you with guidelines on how to proceed.
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Problems with our Website

If you encounter any difficulties navigating our website or need any assistance in entering your data, please contact our specialist team via our contact form and one of them will be happy to guide you through the various steps.
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Why don't you answer my email?

This is most likely due to a misconfigured spam filter or an account incorrectly set up.
We also notice some emails bouncing as the customer's inbox is full.

When you register on our site, we ask you to provide your email address. Please check that the email address you used is valid and correct. In particular please check if your email requires a suffix .au. Some popular international email providers like hotmail and gmail end without the .au suffix ( joebloke@hotmail.com instead of joebloke@hotmail.com.au.)

We are happy to communicate via email and will usually respond to all inquiries within 24 hours. We provide for some system generated emails to confirm account registrations, account amendments and orders. If you use a spam filter it is important that you ensure that our emails reach your inbox. Please add us to your whitelist as otherwise any responses to your queries or system generated emails will not reach you. Emails will come from either form2035 or customerservice or customersupport and will show the domain brightlife.com.au.
If you use any software that requires active validation on our part, please note that we are unable to provide this service, though most of these programs will allow you to manually add our email addresses to your whitelist.
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Hotmail & MSN Live Accounts

Please note that unfortunately Hotmail and MSN Live may place our emails into your Junk Mail folder. If you write to us using a Hotmail or MSN Live email account, please check your Junk/Spam Folder as we always reply to emails. Please then mark our email as safe to prevent future correspondence being filed incorrectly under Junk Mail. Mail filed there will be deleted automatically after 10 days.
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Delivery prior to Christmas

Please note that the period before Christmas is the busiest time during the year for deliveries of parcels. While we are dispatching any orders received as quickly as possible (currently usually with 24 hours), transit times by Australia Post and other courier companies are longer than normal. As a consequence we cannot guarantee delivery prior to Christmas at this stage. Please also note that our warehouse will be closed between 23rd December and 2 January and any orders placed in the interim will only be shipped out in early January.
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How to Register

Registration is quick and simple and has many benefits. Just click on the "My Account" button at the top of any page and follow the instructions after clicking "New Customer". You will notice that some information is mandatory as it helps us processing your order. Some details like your phone number are optional though we recommend providing them to allow us assisting you if necessary. In order to minimise processing problems, please try to follow the examples provided on that page.
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Benefits of Registration

Once you register with us, your details will be kept securely for your future shopping. You can manage an address book with shipping details for yourself, family or friends and don't have to re-enter these details every time. You can check your order history and any items placed into your shopping cart will remain there for later shopping if you decide not to proceed immediately.

If you also register for email promotions, as a preferred customer you will receive from time to time receive information on special deals like discounts, sales, free gifts or free shipping.
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Order History

Your order history will show records of previous online orders. Please note that orders placed by mail or over the phone will not show up here. If you do require information regarding this type of order please call our hotline or contact us via the contact form
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Change of Personal Information

As a registered member you can change your details easily by logging into to your account and accessing the details in the "My Account module". Here you can change your address, phone or email details, your residential or various shipping addresses and your password.
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Shopping Cart

Visitors can place items placed in the shopping cart . However these are not stored from one shopping session to the next. Only registered customers have the benefit to leave items in the shopping cart and to return to this at a later stage without having to look for these items again.
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Payment Processing

You can pay online using either your credit card (Visa or Mastercard) or via an existing account with Paypal.

All credit card transactions will be processed by ANZ Bank securely via an encrypted connection. Please note that during this process we will not gain access to your credit card details and consequently do not store them on our website.

Payments via Paypal will be processed according to the way you have set-up your Paypal account.
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100% Guarantee

We are very proud of the items we sell and stand by them. Consequently we are happy to offer a comprehensive 6-month guarantee on every product. Either way, if for any reason you are not completely satisfied during the time of the guarantee we will replace the item in question or refund your purchase price in full (postage being an external component is excluded). No questions asked! If the size is wrong, the colour does not match your outfit or you just expected something different - no worries, we are happy to replace or refund. For us at Brightlife, your satisfaction is our first priority.
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Easy Returns

Please return any item to the address provided on the invoice. We would appreciate if you used the original packing or if no longer available ensure appropriate packing so that the item is not damaged in shipment. Please include a copy of your invoice or your name, address and contact details and let us know if you prefer a replacement or refund.
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Cancellation of Orders

If you would like to cancel an order, please contact us as soon as possible. We will try hard to assist you but once processing of your order has begun, changes may be difficult or impossible. Please call us or email us with your full name and address details and any customer or tracking number if available. We will try to stop the item from being sent out and arrange for a refund of the item in question.
Only orders not yet dispatched can be cancelled. If the item has already been sent, you can always return the parcel to the address specified on the invoice and a refund will be processed upon receipt of the return.

Please note that we reserve the right to cancel any order without notice for any reason. If we do so, any payment will be refunded immediately.
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International Orders

We regret that at this time we are unable to deliver internationally. All of our products are sent out via Australia Post and come with a money- back guarantee. If any item is unsuitable, our customers can always return the goods for a full refund or replacement. Unfortunately we could not possibly offer this type of guarantee when shipping goods overseas. In addition our postage and handling charges are based on domestic fees. Shipping overseas would incur considerable additional costs that would be difficult to justify compared to the actual price of the items.
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Physical Stores or Showroom

Bright Life Australia is set up to provide Australian customers in every state and territory with their products via its regular catalogue or via our online website. All orders are dispatched from our warehouse and fulfilled in cooperation with Australia Post. Consequently at this point we do not have any showroom or facility to receive customers. Please note however that all our products come with a 6- or 12-month guarantee. If any item proves to be unsuitable due to size, style or any other reason, we offer a replacement or refund at your choice.
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Information on Magnets

For centuries many people have believed in the benefits of magnets and their effectiveness in helping relieve muscle pain and stiffness. However, since there is no scientific proof to support these claims, it is up to you to determine if our magnetic products work for you. Please note that our comprehensive guarantee applies and we are happy to refund any items returned to us within the guarantee period.
Bright Life does not claim that this prodcut will cure any injury, nor should it be used as a substitute for medical care. Magnets are not recommended for use by pregnant women or people with pacemakers or other electrical implants.
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Order From a Catalogue

We are publishing a new catalogue approximately every 6-8 weeks and usually some of the catalogues are overlapping as they are inserted in magazines or mailed out at different times.
Our website normally reflects the current main campaign and due to the free gift advertised can only reflect one catalogue at a time.
If you cannot find an item on our website advertised in a catalogue, please contact us using our contact form and if the item possibly from an older catalogue is still available, we will be happy to upload this to our website for your benefit.
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Request a catalogue

If you prefer to browse through a printed catalogue, we are happy to send you our latest issue. Please use our Catalogue Request module for this purpose.
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Orderform

If you prefer to mail your payment to us and require an order form, you can download an order form here and print it. Please note that the order form will be blank and has to be completed manually just like any order form in our catalogues.
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Send us an E-mail

You can contact us by using our contact form - normally you should receive a response within 6 working hours, if the information is not readily available we will get back to you within 24 hours.
Please do not send us any attachments unless previously discussed as emails with attachments may be discarded by our Spam guard.
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Call our Hotline

Our operators are ready to take your call on 02-9979 0283 from 09.00 AM to 5.00 PM Monday to Friday.
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Send us a Letter

Please post orders or general correspondence to Bright Life Australia Pty Ltd, PO Box 183, Mona Vale, NSW 1660

As we are operating as pure mail order / online business without a retail store, we are unable to receive customers at our warehouse at 3/7 Jubilee Ave, Warriewood, NSW 2102.
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Send us a Fax

You can reach us by fax on 02-9979 7750
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Sales Inquiries

Please contact us by email via our contact form
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Email Communication & Spam

We are happy to communicate via email and will usually respond to all inquiries within 24 hours. We provide for some system generated emails to confirm account registrations, account amendments and orders. If you use a spam filter it is important that you ensure that our emails reach your inbox. Please add us to your whitelist as otherwise any responses to your queries or system generated emails will not reach you. Emails will come from either form2035 or customerservice or customersupport and will show the domain brightlife.com.au.
If you use any software that requires active validation on our part, please note that we are unable to provide this service, though most of these programs will allow you to manually add our email addresses to your whitelist.
From time to time we may email a newsletter with special offers or discounts to customers who have signed up for this benefit. If you no longer want to receive this type of promotions, please follow the instructions within the email to unsubsribe or contact us via the contact form. We will not send you unsolicited email, so you do not have to worry about any spam coming from our website. We will not provide your email address to third parties either.
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Credit Card Security

All credit card payments are being processed via ANZ Bank using a secure gateway and encryption. Please note that the payment process is being done outside of our server and consequently we do not have access to your credit card details, nor do we store them for online orders.
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ABN 90 081 217 601 - Bright Life Australia, PO Box 183, Mona Vale, NSW 1660, Australia