Online Shopping FAQ
How does Click & Collect work?
Select the location of the store from which you would like to pick up your click and collect order.
You will receive an order confirmation email, followed by a dispatch email notification email when your order leaves our warehouse and is enroute to your click and collect agents store – normally within 1 business day.
Your dispatch notification email will include a tracking number so that you can monitor your order in transit.
To avoid unnecessary attempts to collect your order we recommend checking your tracking number online and/or calling the collection agent to confirm they have received your order prior to collection.
Collect your order in store. Make sure you bring your order confirmation with you and collect from the front counter.
Please be aware that Click & Collect is only available in Southwest Victoria now. However, we will be expanding to new areas soon.
Note your Click & Collect order must be collected within 10 business days of its arrival at your chosen click and collect agent, unless prior arrangements are made with your chosen click and collect agent.
What time can I collect my order from store?
Please monitor your tracking number closely to determine when your order has arrived in store for collection.
What do I need to bring to collect my Click & Collect order?
What is your return/exchange policy?
Refunds, returns, warranties and service are limited to your consumer rights and guarantees as published by the ACCC here: Consumer rights and guarantees | ACCC
No other returns or refunds will be accepted. To commence a claim please contact your click & collect store you received your order from
Is Click & Collect a FREE service?
Are there any additional conditions or constraints that may affect my Click & Collect order?
Is there an express Click & Collect?
Do I need to log into the website to see my order?
What if I entered the wrong email address?
If you have listed your correct contact number, then we can assist you with your order via the phone, otherwise please contact us here for further information on how to retrieve your order details and confirmation.
How long do you hold Click & Collect orders?
If you do not collect your order within 10 business days we may cancel the order and refund the order back to the payment method used when placing your order.
Can someone collect my Click & Collect order for me?
A copy of the order confirmation and their own photo ID.
Are all products available for Click & Collect?
Is Click & Collect available at all stores?
What if I am late collecting my order?
What if I need to change or cancel my Click-and-Collect order?
Orders cannot be modified or cancelled online once they are place. If you have an issue with your order, please contact us immediately via email: email@example.com advising your order reference number and the details of your issue/request, and a team member will review to see if we can assist further.
Can I exchange an item?
What payment methods do you accept?
How long does order processing take?
What are the measurements of my order? Will it fit in my car?
Please see below the dimensions and weights of the kit components:
- Solar Array Frame: 180x30x15cm 9Kg
- Solar Panels: 120x54x6cm 14Kg
- Pump Kit: 58x17x15cm 9Kg
Will my kit be built when I collect it from the store?
Can I ask the click and collect agent for help to build my kit on site or before collection?
Is there a warranty?
How do I know if I have selected the right product for me?
The LORENTZ S site includes a “Need Help”’ toolbar which contains quick links to the following support options to help provide you with enough information to make an informed product selection choice:
- Lorent S DIY Solar Pumping Overview
- Pump Sizing Assistant tool
- Lorentz S User Guides
Is there any product that can't be delivered?
How do I know that you have received my order?
An order confirmation will be sent upon placing your order after payment has been received. If you do not receive this confirmation of placing the order, please contact us here firstname.lastname@example.org
Where is my order being sent from?
Will I be notified when my items have been dispatched?
What if I don’t receive my order?
If you haven’t received your order within 20 business days, then please contact us at email@example.com