Frequently Asked Questions
Find answers to the most commonly asked questions about our company, products/services, policies, and more
General Questions
Shipping & Delivery
Nanoleaf
1. General Questions
Can I return something that I received as a gift?
With apologies we do not accept returns. However, on a case-by-case basis we can review your request. It may be possible to exchange for another item of equal or higher value. The item must be full price, with original invoice, in perfect condition with all packaging intact.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact us as soon as possible with your order number. We will do our best to accommodate your request. If orders have been shipped out, we unfortunately will not be able to accommodate the request.
We have a showroom situated at Oxley Bizhub, Singapore. To come and experience the latest product offerings in person, please book an appointment with us!
Why does the invoice and bank account states "Brex International Pte Ltd" instead of Aurazoe?
Brex International is the parent company and owns the Aurazoe brand. Brex International owns Qua, a premium gifting brand, and is the exclusive distributor in Singapore of Nanoleaf smart lights.
2. Shipping & Delivery
How much will it cost?
The exact cost of shipping will be calculated at checkout.
In what currency will I be billed?
It will be billed in Singapore Dollars.
How long does it take for shipping?
For local deliveries in Singapore, we target to send out your order within the next working day.
Standard Shipping: 3-5 business days
Expedited Shipping: Next business day
It's been more than 5 days, and I haven't received my parcel.
We're sorry to hear that. Please send us WhatsApp us at +6597274660, or drop us a message at Contact Us, and we'll get back to you as soon as possible.
I live in Singapore, and I would like to pick up my order.
Please select "Self Pick Up" when you're checking out your cart! We will follow up via email to arrange for an appointment for your pick up. In the case that you do not receive the email, please book an appointment here.
How is the shipment packaged?
We try to reuse packing materials, so please excuse some of our outer cartons that have been purposefully reused.
What if my item arrives damaged?
We are dedicated to ensuring that you receive your order in perfect condition. We have a thorough quality control system in place. Please be sure to check the outer and inner cartons, take photos of any issues and please notify us within 2 working days. If there is any damage on the outer cartons, please keep all packaging and contact the carrier for a claim as we do not bear any responsibility for damages that occur in transit.
What if I entered the wrong address?
The customer is responsible for the verification of an accurate shipping address before the completion of an order. Please contact us immediately for further assistance.
Do you ship overseas?
We currently only ship to recipients in Singapore at the moment. Keep your eyes peeled for international delivery!
What if something is damaged in transit?
We are dedicated to assuring that you have received your order in perfect condition. We have a thorough quality control system in place to document all shipments that leave our facility. Please be sure to check the outer and inner cartons, take photos of any issues and please notify us within 2 working days. If there is any damage on the outer cartons, please keep all packaging and contact the carrier for a claim.
3. Nanoleaf: General Questions
Are Nanoleaf panels waterproof?
No, Nanoleaf products are not waterproof or water resistant at the moment. Our panels and adhesives are not designed to be exposed to high levels of humidity, and are therefore not recommended to be placed in washrooms or outdoors.
Can I expand my Nanoleaf set up?
Yes, you can expand your existing Nanoleaf set up with Expansion Packs. With one controller, you can have up to 500 panels, 500 Canvas, or 27 Lines in your layout. You may need to add additional power supply unit (PSU) as you add a significant number of additional panels.
Nanoleaf is unreachable on my device after I have done a hard reset and soft reset.
Please check the following:
- Make sure that your WiFi is on 2.4 GHz. Note that 5 GHz networks are not compatible with Nanoleaf products.
- Update your firmware to the latest update via the Nanoleaf app.
Do you sell the mounting tapes?
Yes, we do! You can shop here (do note the different types of tapes for the different panels).
My Nanoleaf panels are falling off the walls.
Please note that the mounting tapes work best on painted drywall or plaster. For best practices, gently clean the wall with light soap and water to remove any dust and let dry. When mounting the panels, press firmly on the panel for 30 seconds to ensure optimal adhesion.
Ideal operating temperatures: Apply to surfaces above 50°F (10°C). Adhesive could lose adhesion above 105°F (40°C).
I lost my pairing code, where can I find it?
The pairing code is an 8-digit code that can be found on the postcard that came with your Starter kit, on the back of the Controller or Control Square, or on the PSU. The pairing code is written in the following format:
XXX-XX-XXX or
XXXX-XXXX
For more information for individual collections, head to the products' individual pages to find out more.