FAQs
Can I shop in store?
Yes, we are open for in-store shopping. We are also open 24/7 for online shopping.
Our business hours are:
Tuesday, Wednesday, Thursday, Friday 10am -5pm, and Saturday
Sunday, Monday 10am - 4pm
We are also offering local hand delivery to suburbs within 15-20km (See list below)
Where do you deliver to?
We offer $20 flat rate local delivery to the suburbs listed below. Please check that you are within this radius prior to ordering; using the map and list of included postcode and suburbs below.
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. If you however email us first, we can usually work out a way to get the plant to you, so always get it touch if you need help.
Plantsmith delivers to the following postcodes and suburbs.
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When can I expect my delivery?
We will always aim to deliver within 1-7 days from when you place your order. It depends largely on which areas we have deliveries for; we aim to group our orders by localities to minimise time on the road. If you need a same day delivery, we can usually accomodate this - just pop it in your order notes or shoot us and email or phonecall.
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. If we are going to your area again soon, we will try a second time but your delivery fee will not be refundable if we cannot access your property. There's a note section at checkout you can leave detailed notes for our delivery driver, or give us a call anytime and we can work out a way to help.
What if I need my order quickly?
Give us a call or email, we can work with you to come up with a solution, from working with Uber to send your order out, or we may be able to delivery your order on the same day.
So, you offer store pick up?
We do. Our hours for pick up are Monday, Wednesday, Thursday, Friday 10am -4pm
Saturday and Sunday 10am - 4pm
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?
Check your spam folder, as the majority of lost emails turn up there.
I need your advice coordinating a plant with a pot, but it's hard to do online. How can you help?
Give is a call! Firstly, we understand that it is hard imagining proportions while shopping online. We have worked hard to list the dimensions as well as their capacity for nursery pots, for all of our decorative pots and planters. Please look through our online listings for information prior to contacting us for styling suggestions as it makes it a smoother process to know the name of the pot etc that you're looking at.
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.
I'd really like to select the exact plant I'm purchasing. Could you send through pictures of what you have?
Unfortunately no. Please know that we do our best to show you an accurate photographic representation of our plants, but we just can't photograph every one individually. Plants are living things and will vary, this is the nature of online shopping but know that we do photograph each new batch that comes in, so you're buying exacly what you see. For higher-priced rare items, yes, we will photograph them individually, and these will be stated and shown online.
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 on the spot in-store, however please do not bring in diseased plants for us to identify etc, a photo will suffice! The best method to contact us if you have plant care issues 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 and contact us within 14 days of your purchase to arrange the exchange. We are happy to exchange items that are not used, and in perfect condition.
I've just put through an order, but I need to cancel it. What's the best way for me to get a refund?
While we understand that there are times that you buy something on impulse or select incorrectly, please understand that we cannot refund you based on a "change of mind". You are always covered by your statutory consumer rights. However, we pay non-refundable fees on every transaction. We are a small business; every cent keeps our business alive and our staff employed. Along with merchant fees and the time it takes for us to help you through your buyer's remorse, these cents get funnelled away very quickly. We are however always happy to issue an electronic store credit without an expiry date for the value of goods.
Can I buy that begonia behind the counter yet?
Still no, sorry.
