Shipping
We can ship to virtually any address in Australia (Except PO Boxes).
We do our very best to offer Free Shipping to as much of Australia as we possibly can. The areas we can't offer Free Shipping to are WA, NT, Far North Queensland and TAS. For these areas we offer discounted shipping which is calculated in the checkout, before you finalise your order.
If shipping to a home address, please ensure that there is someone at home to sign for the delivery. If no one will be home please either specify this during checkout or leave a sign at the front door for the courier to leave the parcel in a safe spot. If the delivery will be unattended and there is no safe spot for the courier to leave your products (eg a unit building) or if the courier is unable to deliver your parcel for any reason they will leave a consignment note so that you are able to pickup your item from the depot at your convenience. Please note that there may be an additional fee charged by Direct Freight Express if they need to redeliver the package, however you have the option of picking up the order from the nearest depot.
Delivery Tracking
When your order leaves our warehouse, our staff will send through tracking details via email, so you can keep an eye on your order every step of the way. This is sent to the same email address you used when placing your order. If you check the courier website with the tracking number we provide, it will show a scheduled delivery date. On the actual day of delivery (usually around 9:30am) there will be an updated delivery time window, showing a more specific time of the day. Any special delivery instructions you provided while placing your will have been passed on to the courier.
Returns Policy
We will pay return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
We offer returns within 14 days and require a photograph of the products you wish to return, for un-customised products only. All items must be in original packaging, box, contain the original packing slip and products must be in brand new condition. Returns will be subject to refund minus shipping costs incurred by us to deliver the product to you and a 15% restocking fee. Any fault on our behalf however are not subject to the above. If you would like to return your item, please contact us for details. Please note, we cannot accept any returns of products which have been placed in external environments.
Any items that have been customised for a specific project cannot be returned for change of mind.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to proce
Warranty
All products come with a 12 month warranty when kept in internal areas which are not exposed to any external weather elements.
Based on the varying nature of the weather (sun, rain, wind, proximity to ocean etc), we cannot offer a guarantee or warranty period for any products which are placed in external environments. UV coated products will last longer than their uncoated counterparts, however all products will deteriorate in external environments over time. We cannot offer returns or refunds for any products which are placed in external environments. Please be aware that if you are placing your artificial plants or trees outdoors in an external environment, you do so knowing that there will be no guarantee or warranty period.