Menu
Cart 0

FAQ

RETURNS

We want you to feel confident knowing that you are getting the best product and that it is right for you. That's why, if for any reason you decide that our products are not suitable for you within the first 30 days of receiving the item(s), you may return it for a full refund of the purchase amount (excluding delivery). We will be in contact with you to work out the best day for the item to be collected from you, and we will organise the return postage. The refund will be processed once we’ve received confirmation that the item(s) have been collected. You will receive an email notifying you of the refund (please note that all refunds will be processed through the original payment method). The original purchase amount will

ARE THERE ANY TERMS & CONDITIONS?

Yes, you must keep the original packaging and the item(s) must be in their original undamaged condition.

HOW DO I RETURN MY ITEM(S)?

Simply call 1300 832 527 or email returns@verticalgardensdirect.com.au and we will take care of everything for you!

Click here to read our shipping & returns policy.

DELIVERY SERVICE

We offer an Australia wide courier service for all our products. If in stock, items are usually dispatched from Melbourne within 3 business days. Deliveries take place Monday to Friday between 7am and 5pm.

You will receive a confirmation email once your order has been placed. Once your order has been dispatched from our warehouse you will receive an email with delivery information and your tracking link.

The courier will attempt to make delivery once your order reaches your area. If someone is not home to accept delivery, the courier will leave a card to notify you of the missed delivery. You can then contact the courier to organise delivery for a day which suits you.

I CAN'T BE HOME ALL DAY TO ACCEPT DELIVERY

If it is safe to do so, you can provide authority for the courier to leave your items in a secure and dry area like around the back of your house, on a veranda or in a garage. Please note couriers are not allowed to enter your residence for OH&S reasons, so delivery will only be made to areas of which the courier will not need to enter your residence (or bottom floor if you live in a multi-level building). If you wish to provide authority to leave, please leave a note in the 'order notes' section during the checkout process stating 'ATL without signature', please also include the location you wish for your order to be left. Please note Vertical Gardens Direct will not be held responsible for any lost or stolen items if you elect to use this option.

Alternatively, delivery can be made to a neighbour, family member or work address. You can also collect your items from the courier’s local depot.

WHAT ARE THE ESTIMATED DELIVERY TIMES?

  • Melbourne; Sydney - Within 2-4 business days.
  • Greater Victoria; Greater NSW - Within 5 business days.
  • Canberra; Adelaide - Within 5 business days.
  • Brisbane - Within 4-7 business days).
  • Perth; Fremantle; Hobart; Launceston - Within 10 business days (normally 7).

If the delivery is outside these locations, please allow up to 14 business days.

WHAT ARE THE DELIVERY COSTS?

Delivery is free to all areas we ship to for any order valued over $300.00. Orders valued under $300.00 will be subject to delivery charges based on the weight of your item(s) and your location. We offer very competitive delivery rates.

CAN THE COURIER CALL ME BEFORE DELIVERY?

The couriers aren't able to call before delivery or to provide a delivery time. The courier will leave a card if you miss the delivery, you can then call the courier company and arrange a free re-delivery on a day that suits you.