Need to contact

Spotlight

and make sure they reply?

Spotlight is one of Australia’s most recognisable homewares, fabric and craft retailers, offering support through several official channels including a national phone line (1300 305 405), a dedicated customer service email (service@spotlight.com.au), and an online Help Centre for FAQs and enquiries.

With over 100 stores across the country, many customers resolve issues in-store, particularly returns, exchanges, and product questions. Some shoppers report friendly and attentive service at certain locations, with staff going above and beyond to help.

However, Spotlight’s customer service reputation is mixed. Reviews highlight long response times, inconsistent in-store service quality, and challenges reaching support via phone or email. While some customers have smooth experiences, others report delays, unreturned emails, and rigid policy interpretations.

Overall, Spotlight provides multiple support paths and acknowledges service challenges. The key to getting help quickly is knowing which channel to use and being prepared with the right information upfront.

Customers have identified several recurring service issues at Spotlight stores and online:

1. Return & Refund Difficulties

Many shoppers report strict or inconsistent return decisions, especially when just outside the 28-day change-of-mind window, or when packaging/tags are missing. Some customers with clearly faulty products were initially refused help due to the 28-day cutoff, despite consumer guarantee rights. Others mention exchanges refused due to minor packaging damage.

2. Poor In-Store Service (Inconsistency Across Stores)

Reviews often mention understaffed departments, long queues, difficulty finding assistance, and rigid staff attitudes. Some stores are described as messy or chaotic during busy periods. On the flip side, others highlight outstanding service at select locations.

3. Online Ordering Problems

Customers frequently cite:

• Delayed or missing orders
  
  
• Orders cancelled without explanation
  
  
• Website stock inaccuracies (items “available” but not actually in stock)
  
  
• Incorrect items sent
  
  
• System glitches affecting pricing or order details
  
  

Supplier-delivered items (e.g., large rugs) appear especially prone to delays and poor communication.

4. Slow or Unresponsive Customer Support

Support is primarily by phone or email, and many customers report:

• 30+ minute call wait times
  
  
• Emails going unanswered for days
  
  
• Offshore call centres unable to resolve complex issues
  
  
• Repeated follow-ups required for basic queries
  

Customers often describe Spotlight support as “hard to contact” and slow to resolve issues.

5. Warranty & Product Quality Issues

Larger items or custom services (especially Made-to-Measure blinds/curtains) have been linked to issues like incorrect measurements, installation mistakes, or faulty components. Customers report difficulty getting timely corrections, spare parts, or effective warranty support.

6. Store Policies & Checkout Frustrations

Common complaints include:

• Long queues due to limited staff
  
  
• Pricing discrepancies (shelf vs checkout)
  
  
• Issues with expired vouchers or VIP discounts
  
  
• Safety or store-to-store policy inconsistencies
  

While many customers shop at Spotlight for value, the service experience can be unpredictable.

Spotlight offers several ways to get support depending on your issue and urgency:

1. Phone – Customer Care Line

📞 1300 305 405‍

Available during business hours, this is the main hotline for product enquiries, order issues, refunds and escalations. Expect potential hold times during busy periods - calling earlier in the day typically helps.

2. Email – Customer Service Team

📩 service@spotlight.com.au‍

Ideal for detailed issues or cases where you need a written record. Include:

• Order number
  
  
• Product details
  
  
• Photos (if faulty or incorrect)

Email response times vary, and follow-ups may be required.

3. Online Contact Form (Help Centre)

Through Spotlight’s Help Centre, you can “Submit a Request” with full details of your issue. The system generates a ticket and confirmation email, which is useful for tracking progress.

4. In-Store Assistance

You can visit any Spotlight store for:

• Returns and exchanges
  
  
• Faulty item assessments
  
  
• Stock checks
  
  
• Made-to-Measure enquiries

In-store staff often resolve straightforward issues more quickly than email or phone.

5. Help Centre (Self-Service)

Spotlight’s Help Centre includes detailed FAQs covering:

• Returns
  
  
• Delivery
  
  
• VIP membership
  
  
• Order changes
  Many common questions can be resolved here without needing to contact support.
  
  

6. Social Media (Indirect Support)

Spotlight occasionally responds to customer enquiries on Facebook. While not an official support channel, posting or messaging sometimes prompts faster engagement or redirection to the correct team.

Have your order details, photos, receipts and any reference numbers ready before contacting support.

Return & Exchange Policy (28 Days)

• 28-day change-of-mind window
  
  
• Items must be unused, in original packaging with tags
  
  
• Proof of purchase required
  
  
• Some items cannot be returned (e.g., cut fabric, custom-made products, clearance items)
  
  
• Refunds issued to the original payment method
  
  
• Delivery fees not refunded for change-of-mind returns
  
  

Faulty or Damaged Goods

Spotlight must provide a remedy under Australian Consumer Law. Faulty items are eligible for:

• Refund
  
  
• Replacement
  
  
• Repair

Regardless of the 28-day window. Items may be inspected for confirmation of the fault.

Refund Process

• In-store refunds are processed immediately (bank processing may take days)
  
  
• Online returns may take up to 14 days to process
  
  
• Gift card purchases are refunded as gift cards
  
  
• Combination payments are refunded proportionally
  

Exchanges

• Best handled in-store
  
  
• For online orders: return for refund, then reorder the replacement
  
  
• Conditions match standard return rules
  
  

Bargain Guarantee (Price Beat)

Spotlight will beat any competitor’s price by 10% on identical items, with conditions. Evidence of the competitor’s price is required.

Shipping Policy

• Free standard delivery for orders over $120
• Shipping fees apply for smaller orders or bulky items
  
  
• Delivery generally 2–7 business days
  
  
• Click & Collect usually ready within 2 business days
  
  

Order Changes & Cancellations

Spotlight cannot guarantee changes once an online order is placed. If it has not yet been processed, support may be able to assist, otherwise, you’ll need to wait for delivery and return it.

Warranty & Repairs

Many products include manufacturer warranties. Customers can:

• Contact the brand directly, or
  
  
• Bring the item to Spotlight for assistance

Spotlight may organise repairs or replacements through suppliers.

VIP Club

VIP members receive:

• Discounts
  
  
• Exclusive vouchers
  
  
• Occasional extended return conditions

VIP membership can also help retrieve receipts for returns if lost.