FAQs: Corona Edition
Can I shop in store?
Yes, we are open for in-store shopping.
Our business hours are:
Tuesday, Wednesday, Thursday & Friday 10am - 5pm
Saturday & Sunday 10am - 4pm
We are also offering online shopping through our web-store with local delivery, delivery to outer suburbs within 10km and store pick up (click and collect).
Where do you deliver to?
We offer $15 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.
Please understand that we are not obliged to refund you for not checking that you are within our delivery zone, or for not complying with ordering guidelines. We have unfortunately had to suspend postal orders for now. If you have questions, please contact us before ordering.
Plantsmith delivers to the following postcodes and suburbs.
When can I expect my delivery?
We will always aim to deliver within 3-4 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 travel risk for our staff. Please note that due to the volume of deliveries we are handling, we are unable to accommodate same-day delivery requests, or deliver on a requested day.
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?
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 Tuesday and Thursday 11am - 5pm, and Saturday 11am - 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.
Please also keep in mind the current government restrictions regarding travel if you order for Store Pick up; we can't refund you because we are outside your travel zone. That's why we're working hard to get deliveries to you!
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?
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.
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, and we're all adjusting. For higher-priced rare items, yes, we will photograph them individually, and these will be 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, 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 email@example.com 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. 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. Select carefully and email or call us with questions if you need help.
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 always happy to issue an electronic store credit without an expiry date for the value of goods.
Can I buy that Watermelon Peperomia behind the counter yet?
Still no, sorry.