General Information

DELIVERY OF GOODS

Merchants of Botanica contracts a number of specialised carriers to freight goods around Australia. Due to the fragile nature of some of our products, we hand select the appropriate and most economical carrier to deliver our goods to your door. For all fragile items, as deemed by Merchants of Botanica, we use a sensitive freight carrier to ensure goods are delivered without damage.  

 This sensitive freight carrier is a tailgate service, designed for movements that can be managed/delivered by a one-man tail-lift vehicle with the assistance of a either a pallet jack and/or trolley for large packed crates or pallets which remain packed through to the delivery front door (residential) or delivered to a dock (retail). For small cartons (30KGS or under Dead Weight), where applicable, the carrier may utilise an agent to deliver the freight. Service applies to capital city metropolitan areas. No time specific, unpacking, positioning, cleaning of equipment or removal of rubbish is available from this service. The delivery allowance for the Tailgate service is 15 minutes. After this time hourly fees will apply in 15-minute increments.

 All other non-sensitive freight will be delivered by one of our specified carriers, which include, but is not limited to: Couriers Please, Fastway, TNT and Allied Express. Deliveries are processed promptly upon receipt of full payment. Delivery costs on these items will be in addition to the cost of goods and GST and will be calculated at checkout when you process your order, based on your postcode. You can select to pick up goods at our warehouse should you wish to reduce the delivery fee. The collection of all goods must be prearranged at a time which is suitable for Merchants of Botanica, as the warehouse operates on a by appointment only basis. Delivery may take between 7 and 14 days, depending on the delivery option. Damaged or lost orders should be resolved with the courier company directly and we are not responsible for goods that are damaged in transit or not received. Replacement of damaged or lost items is made at the discretion of merchantsofbotanica.com.au

REFUNDS & RETURNS

merchantsofbotanica.com.au handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. If you receive incorrect or faulty goods, please contact us by email orders@merchantsofbotanica.com.au, within 14 days of receipt of your purchase. We will provide a replacement of your item, or in the event it is unavailable we will provide you with a store credit for the value of the goods purchased. Whilst we want you to be happy with your selection, please note that we do not refund for change of mind. Please select your order carefully and email us with any queries you may have prior to confirming your order. All refunds are made at the discretion of merchantsofbotanica.com.au.