THE STOREFRONT IS BACK OPEN, HOORAY ! !   DELIVERY IS STILL ONLY AVAILABLE WITHIN 20KM OF PRESTON (3072) AND APOLOGIES BUT WE ARE UNABLE TO POST ITEMS AT THIS TIME. 

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FAQs: Corona Edition

Can I shop in store?

Yes, we have reopened for normal trading hours. They are:

Monday: CLOSED

Tuesday - Friday: 10am - 5pm

Saturday & Sunday: 10am - 4pm

While we are excited to have you back, please respect the following guidelines when you shop in store:

  • there is a limit of 5 customers at any one time. During busy times you may be required to wait outside, so if your time is limited, please consider an online order that we can have ready for you when you arrive
  • please sanitise your hands using the provided sanitiser on entry
  • shopping is limited to 20 minutes
  • please respect social distancing requirements and keep 1.5m away from those around you, including our team
  • contactless card payment is preferred
  • if you are feeling unwell, please shop online from home

We are still offering online shopping through our webstore with local delivery and store pick up.

Where do you deliver to?

At this stage, we are offering $20 flat rate local delivery within a 20km radius of the store. Please check that you are within this radius prior to ordering. If you order items with a delivery request outside this zone, you will be contacted for an alternative address within the zone, changed to store pick up, or issued a credit note, excluding the non-refundable shipping fee. Please understand that we are not obliged to refund you for not checking that you are within our delivery zone. We have unfortunately had to suspend postal orders for now. If you have questions, please contact us before ordering.

When can I expect my delivery?

We will always aim to deliver within 3-4 days from when you place your order. Sometimes it will be the same day. It depends largely on which areas we have deliveries for; we aim to group our orders by localities to both save time and our environmental footprint. If you require a specific delivery day, please reply to your order confirmation with your preference and we will do our best to accommodate your request.

What if I'm not home when my order comes?

All deliveries are contactless, which means that they are 'authority to leave' in a safe place. Please note that if we are unable to find a safe place or are unable to access the property (eg. apartment buildings with security), we first call you, but if we cant get through we will take your order back to the Preston store for collection during our Store Pickup hours. The delivery fee will unfortunately not be refundable.

What if I need my order quickly?

Your best option is to select Store Pickup at the online checkout. Alternatively call first to see if we can do same day delivery depending on your location. 

So, you offer store pick up?

We do. Our hours for pick up are Tuesday to Friday 1-5pm, and Saturday and Sunday 1-4pm. If you place your order prior to 1pm, your order will be ready prior to the end of the collection window. If it is after 1pm that you place your order, we will do our best to get your order ready for collection for the current window.

Due to the large number of order collections we currently have, please have your order number on hand. As much as we prefer not to reduce anyone to a number, this is the quickest way to retrieve your items.

I placed an order online for Store Pickup, but I haven't received any information that my order is ready collect. What's going on?

Firstly, check your spam folder, as the majority of lost emails turn up there. There is also a known Shopify glitch that we have no control over which will send some customers an email saying that their collection items are ready to ship. Please know that this is simply our computer beckoning you in a very confusing way, and your order is ready to collect during regular Store Pickup times.

 

I need your advice coordinating a plant with a pot, but it's hard to do online. How can you help?

Firstly, we understand that it is hard imagining proportions while shopping online. We are working through our whole collection of pots, new and old, in an attempt to list their dimensions as well as their capacity for nursery pots. This is a lengthy process but we are adapting daily (read: how to design a website if you're a technophobe). Please look through our online listings for information prior to contacting us for styling suggestions. As much as this is normally the topic we love discussing most, we may not be able to reply to your email etc. as quickly as you need.

In the meantime, remember that we add new plant and pot pairings online regularly for your inspiration here, and provide links to planters that plants are pictured in wherever possible.

You've always been there to provide me with plant advice. What can I do if I need help?

We will always endeavour to help, however, you may not get a quick response at this time. We appreciate your patience. The best method to contact us if you have plant care issues (please limit them to plants you have obtained from us at this time) is via email at hello@plantsmith.net.au and be as descriptive as you can in regards to position and care regime, along with your queries. Please also attach 2-3 photos if you're after a plant i.d, pest i.d etc. 

 

I'd like to exchange something, how should I do that?

As per usual, we are unable to exchange or return plants. As far as our non-perishable items go, we ask that you select carefully when purchasing. While you can still exchange, please keep in mind that we need to thoroughly sterilise any item that you may bring back right now, which is a difficult and lengthy  process that we simply don't have the resources to devote to. Select carefully and email us with questions if you aren't sure.

Can I buy that Watermelon Peperomia behind the counter yet?

Still no, sorry.

 

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