Our Commitment to You
At The Planters Shop, we believe that every plant has a story, and we are honoured to help you write the next chapter in your garden. Just as we tenderly care for our Feature Trees, Cottage Perennials, and vibrant Annuals & Potted Colour, we are dedicated to ensuring your experience with us is rooted in trust, transparency, and care. This policy outlines how we deliver your green companions and support you if they need to find a new home.
Shipping Your Garden Companions
We carefully pack and ship healthy, vibrant plants to our global community of gardeners. Please note we are unable to ship to some parts of Asia and select remote regions.
Order Processing
After you place your order, our team lovingly prepares your plants for their journey. This process takes 1-2 business days before your order is dispatched.
Shipping Methods & Timelines
🚚 Standard Shipping – $12.95
Carrier: DHL or FedEx
Delivery Time: 10-15 business days after dispatch.
A reliable and trackable service for your precious plants.
🎁 Free Shipping
Carrier: EMS
Delivery Time: 15-25 business days after dispatch.
Available automatically on all orders over $50.
Delivery times are estimates and can occasionally be affected by factors outside our control, such as customs processing or seasonal demand.
Returns & Exchanges Policy
We strive for every plant to arrive in perfect condition, ready to thrive. If your garden companion needs our attention, here is our step-by-step guide to a flourishing resolution.
Policy at a Glance
- Return Window: 15 days from the date of delivery.
- Condition: Items must be in original, resalable condition with all tags and packaging.
- Process: A Return Authorisation (RA) number is required.
- Refunds: Issued to the original payment method within 14 business days after approval.
The Returns & Exchanges Process
- For Refunds: The refund will be processed to your original payment method.
- For Exchanges: We will ship the replacement promptly. If out of stock, we will offer a refund or store credit.
Initiate Your Request (Within 15 Days)
Please contact our plant-loving customer care team within 15 days of receiving your order. Email us at [email protected] with your order number and details. Using the template below helps your request grow smoothly:
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
Dear Planters Shop Team,
I would like to request a return/exchange for an item from my order.
Order Number: [Your Order Number]
Name: [Your Full Name]
Email: [Your Email Address]
Item for Return/Exchange: [e.g., ‘Blue Flax Lily’ from Grasses & Flaxes]
Reason: [e.g., Damaged on arrival, Incorrect item, Change of mind]
Thank you,
[Your Name]
Receive Your Return Authorisation (RA)
After reviewing your request, we will email you a Return Authorisation (RA) number and detailed instructions. Please do not send any items back without this RA number, as we cannot process unauthorised returns.
Pack and Ship Your Return
Securely pack the item in its original packaging, including all plant tags and care instructions. Clearly write the RA number on the outside of the box. Ship it to:
85 Gaffney Street
NORTH GEELONG, AU 3215
Australia
You are responsible for return shipping costs unless the return is due to our error (e.g., we sent the wrong or a damaged item). We strongly recommend using a trackable shipping service.
Our Inspection & Your Resolution
Once received, our team inspects the return with the same care we give our Roses and Natives (typically 3-5 business days). We will then email you with the status.
Refund Timeline & Method
After we approve your return, please allow up to 14 business days for the refund to be processed and appear in your account. The final timing depends on your financial institution.
- Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Refunds are issued directly back to the original payment account. You will receive an email confirmation once initiated.
Items We Cannot Accept for Return
Just as some plants are uniquely sensitive, certain items require special consideration for health, safety, or practical reasons and cannot be returned.
- Live Plants with Signs of Post-Delivery Stress: This includes most items from categories like Annuals & Potted Colour, Fruits & Vegetables (if harvested or planted), and Cottage Perennials & Annuals that show decline due to environmental changes after delivery.
- Personalised or Made-to-Order Items: Such as certain Standard & Topiary or pre-ordered Feature Trees.
- Items Not in Original Condition: Plants that have been repotted, substantially altered, or are missing their original identification tags.
Need Help? Let’s Grow Through This Together
We’re here to ensure your gardening journey is as rewarding as watching a Climber reach new heights. For any questions about shipping, returns, exchanges, or the health of your plants, please reach out.
Address: 85 Gaffney Street, NORTH GEELONG, AU 3215
We are committed to nurturing a fair and satisfactory resolution for every concern.