FAQs

Frequently Asked Questions

• Is your store in Australia or overseas?

Our store is proudly Australian owned and operated! We are an online only retailer which deals solely with Australian suppliers, therefore without long overseas lead times. We do not have a physical shopfront/showroom.

• Where do your water features ship from?

We work with a number of different suppliers around Australia to offer the largest range of high quality water features available. To keep shipping costs low, we ship directly from our supplier warehouses. Therefore, if you order more than one item from us it may arrive in a separate shipment. 

• How do I contact customer service?

You can contact us either by email (enquiries@deluxewaterfeatures.com.au), by phone on 1300 167 785, or by Facebook Messenger (from our website or Facebook page). We are only too happy to assist!

• What is your shipping policy?

If your ordered item/s are in stock and we process your payment, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provide when checking out.  If you do not receive tracking information from us within 6 business days of your order, feel free to follow up with us at: enquiries@deluxewaterfeatures.com.au.

If you wish to collect the item yourself or organise your own shipping, we are happy to assist! Click and Collect options are also available for some items on their product page.

• What is your return policy?

We have a 21-day return policy, which means you have 21 days after receiving your item to request a return if the item is deemed to be defect/faulty or otherwise not as advertised. Please note - Unfortunately we cannot offer an exchange or refund if you simply change your mind (due to the policies of our suppliers) so please choose carefully. Freight costs for return of items will be borne by the customer.

• The water feature I like comes with a 240V power pack. Do you have this item with solar instead?

Many of our water features are available using either 240V power pack or solar power, and these options are both shown on the product page. If the product page only shows one option (ie 240V), you can still convert the item yourself to solar powered by purchasing a solar water feature pump from your local hardware store - but please be aware this will not power any LED lighting.

• How do I set up my water feature?

The vast majority of our water features come with everything you need to start it running. Setup is easy – simply connect the pump to the power source (solar or 240V) and the water feature and it is ready to go! If the pump is not included (which will be clearly stated on the product page), a simple 240V or solar water feature pump can be purchased separately from most hardware stores.