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Terms & Conditions

How to shop online with Garden Express.


Buying online is quite simple but we have summarised some of the features available for finding and buying products from our website that you might find useful. We welcome your feedback as any suggestions on how to make using the site even easier are valuable to us. Current topics covered are:

If you can’t find the answer you were looking for below, you might find it in our Frequently Asked Questions.

Product Availability

Garden Express offers a large range of products and many products are seasonal due to their growing cycles. The products that are out of season are available to view to help with ideas and to plan your garden but cannot be purchased until they are again available (except where pre-order specials are offered). Please note that products for each season are regularly reviewed and as well as new products added, some products may not be offered in future catalogues so check availability when the new season’s products are listed.

Some products such as Roses are available for sale as Pre-orders. This allows you to order and pay in advance of the Roses being available for delivery. As many varieties sell out early where stocks are limited, pre-ordering gives you the best chance of obtaining the varieties you want. In Spring of each year, we also offer pre-orders for a selection of the following year’s spring flowering bulbs. This Spring pre-order ensures you get early delivery once the varieties are available and usually with special savings.

Due to the dynamic nature of garden products and living plants in particular, though we make a reasonable effort to ensure listed stock is available in the form described and at the indicated price, we reserve the right to amend or decline orders where we find the website content to be inaccurate or out of date at the time of processing orders. If the order has been confirmed and your credit card charged we will immediately refund your purchase if you do not wish to proceed with your order due to an error or omission on our part.

While we take great care in the realistic representation of our images, many variables such as climatic conditions and natural variation may affect the precise appearance of each variety. Generally, images used are of mature specimens whilst supplied stock may be dormant or juvenile plants that will develop with time. The images are intended as a guide only.

Please Note: Whilst every care is taken to provide accurate information and descriptions of every item, differences in climate, soils and growing conditions may cause differences with various characteristics. The information and images provided may not be completely accurate when grown in your particular climate or growing conditions.
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Product Search

If you know exactly what you are looking for in our exciting range of bulbs, perennials, roses, landscaping and exotic plants or garden gifts and accessories, simply choose from our extensive list in the Main Menu.

If you cannot see what you are looking for in the current menus, use the SEARCH facility to find it. Simply type a phrase or word in the space provided and click SEARCH.

For more search options click on ‘Advanced Search‘ instead of clicking the Search icon. you can then search by specifying how close a match you want, wherein the product description to search (eg title, code, detailed description) or limit the search to a particular category or price range.
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Online Offers

For some excellent savings try our ‘Online Offers’ page. You can be advised via email of major special offers and other special product releases. All you need to do is register and you will be added to the mailing list. your privacy is important to us so we do not share your email address to anyone else and you can unsubscribe at any time. Simply follow this link to Register for Email Alerts of online specials.
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Catalogue Specials

In every printed catalogue we include some fantastic Catalogue Specials which offer extra discounts and are great value for money. These may be in specific pack quantities, to order simply select the pack size in the drop-down box and then type the number of packs required in the box provided. If you cannot find the catalogue special you want it may be because it has been replaced by more recent specials. Whatever the reason, if you cannot find it in the catalogue specials simply use Search to find it in its regular category.
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Delivery & Quarantine

We generally deliver Australia-wide (except as below) and delivery charges for most products are the same regardless of destination. What does vary is that a Quarantine surcharge applies to orders to Northern Territory, WA and Tasmania. Higher delivery charges apply to some categories of products, typically due to their size but in most cases, the higher delivery charge applies to the order rather than the individual product so the same charge applies regardless of the quantity ordered – this can result in a big saving for large orders. In a very small number of cases, a per item charge applies but this is listed in the product description. For more details, including Quarantine information, refer to Delivery charges.

Please note that due to the continuing development of individual State quarantine requirements, it may be necessary for orders to be amended to ensure conformance with individual State quarantine requirements. We will endeavour to minimise the impact of any changes on our customers.

Unfortunately, we do not deliver to remote islands and Territories such as Christmas Island, Lord Howe Island, Norfolk Island, Cocos Islands, Groote Eylandt (Alyangula) due to limited deliveries, long transit times and local quarantine restrictions.

We continue to maintain the simplest form of postage costs for the large variety of products we range, however in occasional circumstances of oversized orders and/or delivery location, the cost of freight can significantly impact the delivery of an order therefore we reserve the right to refuse the order or contact the customer to discuss freight options and pricing.

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Despatch Policy & Back Orders

Orders are normally despatched within 10 to 14 working days from the time of invoicing.

Delivery times may be extended during peak periods, (typically following the release of the latest catalogue), extended public holidays or if extreme weather conditions are not suitable for live plant transport.  Sometimes delays or difficulties can be experienced due to seasonal factors and growing conditions. Individual items may be back-ordered to avoid delaying the delivery of other items. Once an order is placed, it cannot be altered.  Any addition is treated as a new order and handled separately with a new freight charge. Orders are sent via Australia Post or Star Track for larger items.

Orders placed for pick up from our Nursery Shop need to be picked up within 14 days of notification of your order being ready for collection.  We will call you and leave a message if there is no reply, and email you if there is a valid email address, but please remember, the onus is on you to pick your goods up promptly.
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Guarantee and Returns

At Garden Express, we want to ensure that you have a positive purchasing experience. On the off chance your plants get stuck in the mail or haven’t arrived in the best condition, we ask that you reach out to us promptly with any concerns or issues. You can contact us via email at [email protected] or by phone at 1300 606 242, Monday to Friday EST, contacting us through social media platforms may be less reliable, so we encourage you to use our email.

Please note that it’s important to get in touch with our customer service team within 7 days of receiving your order if you have any concerns as claims regarding arrival condition after 7 days of arrival will not be recognised.

Please also remember not to dispose of any items until you’ve spoken to us, as to be eligible for a replacement, credit, or refund, we may request photos or additional information for any item(s) in question.

If you need to make a return, please contact our Customer Service department via email at [email protected] or by phone at 1300 606 242 for authorisation before proceeding. Once again contacting us through social media platforms may be less reliable, so we encourage you to use our email or phone number for a smoother experience.

Authorised returns should be sent to the following address in their original condition:

Garden Express
470 Monbulk Road
Monbulk, VIC 3793

When making a return, please include your name, address, and the Reference/Invoice number from the paperwork accompanying your delivery.

It is also important to mention that discounted ‘end-of-season’ stock is sold on an ‘as is’ basis and is exempt from this guarantee. While this stock is generally sound, we recommend planting these items as soon as possible.

If you have any further questions or require assistance, please don’t hesitate to reach out to our Garden Express Customer Service team.

Phone: 1300 606 242
Email: [email protected]

EXTENDED GUARANTEE:

Although we strive to provide accurate information and descriptions for every item. It is important to note that differences in climate, soils, and growing conditions may affect certain characteristics. The information and images provided serve as a general guide only and may not completely reflect the plant’s appearance when grown in your specific climate or conditions.

All orders are hand-packed with care and leave our nursery in the very best possible condition, but many factors affect the growth of live plants once they arrive to you, meaning we are unable to offer a guarantee of success. To give living plants and bulbs the best chance to grow we suggest following growing notes from our growing guide provided free with your first order from Garden Express. You can also access our growing guide online at https://www.gardenexpress.com.au/growing-guide/.

During your plant’s first growing or flowering season if you happen to encounter any issues with either variety or colour, please notify our customer service department via email at [email protected] or by phone at 1300 606 242, Monday to Friday 8.30 am – 5.00 pm EST, contacting us through social media platforms may be less reliable, so we encourage you to use either our email or phone for a quicker response.

To be eligible for a replacement, credit, or refund, we may request photos or additional information for any item(s) in question.

Please note that it’s important that you get in touch with our customer service team within the first growing or flowering season if you have any concerns, as claims regarding colour or variety will not be recognised past this point.

GUARANTEE TERMS & CONDITIONS:

If you have ordered the wrong plant or have changed your mind since making your purchase (after it has been shipped) we are unable to accept returns, so it is advised you to make your choices carefully.

It is also important to mention that discounted ‘end-of-season’ stock is sold on an ‘as is’ basis and is exempt from this guarantee. While this stock is generally sound, we recommend planting these items as soon as possible.

Any guarantees/warranties associated with the purchase of garden accessories or hard goods are limited to the individual manufacturer’s warranty, were possible we will act on your behalf for replacements, but please note you may have to contact the manufacturer to progress with a warranty claim.

If your order is delayed due to an incorrect address being given at the time of purchase, and time taken to redirect to the correct address, this will not be covered by the arrival guarantee, so please ensure the correct address is provided at the time of purchase.

If nobody is available to take receipt of delivery and your goods are left unattended, we are unable to warrant against theft once delivered. This becomes a police matter and Garden Express holds no responsibility for lost or stolen goods.

Disposal of any items before you have spoken to a customer service team member may result in you becoming ineligible for a replacement, credit, or refund, we may request photos or additional information to support your claim for any item(s) covered by any aspect of this guarantee.

LAST UPDATED – 30th MAY 2023

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Refunds & Substitutes

For amounts under $10.00 we will substitute with a similar product of the same or greater value. Refunds will be issued by cheque or credit card, while replacements will be sent immediately unless there is a stock problem, whereby you will be notified and given the choice of another replacement. Orders may be cancelled prior to despatch, but a $5.00 administration fee will be charged and the balance refunded to you within 10 working days.
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Checkout Process

To purchase a product, type the quantity required in the box provided and click the ‘Add to Basket’ icon. If the product has options such as Pack size or Colour, select the appropriate option before adding it to your Basket.

Once you have added an item to your Basket, a summary of your Basket will appear on the right of your screen. At any time you can click the ‘View Basket’ link to see details of your Basket contents. Having viewed your Basket you can either continue to shop or, if finished, continue on to ‘Checkout’.

The Checkout Process comprises 4 simple steps:

  1. Personal Details – enter your name and address details.
  2. Delivery & Payment – selecting the appropriate delivery charge for your order and choosing the payment option you want to use.
  3. Place Order – all the details of your order are displayed and if correct you can then proceed to payment processing or, if not, you can change any details you want.
  4. Payment Processing – depending on how you have selected to pay, simply follow the instructions to complete the payment.

Here is some additional information on the Checkout Process if you need it:

In the first stage of Checkout, you simply enter in your name and address details, and delivery address if different and your preferences if any of the products in your order are unavailable. At the bottom of the screen, you have the option of creating an Online Profile. Online profiles are a new feature that allows you to log on when you visit and not have to enter your details each time. It is in addition to your regular Garden Express account that you will have if you have purchased from us in the past. With your Online Profile, you can check previous online orders and over time will allow you to enjoy extra benefits from being a regular online customer. Although it is quite simple to create, you do not need to create an online profile if you don’t want to, simply leave the Username and Password fields empty and continue to the next step.

In the Payment & Delivery section, you are presented with the delivery options to choose from. We use your address details and items in your order to simplify the choice for you but you may still need to select the delivery option that is right for your individual order. For example, if you have ordered products that need to be delivered at different times (say spring bulbs and Roses), then select the option for 2 different deliveries. Making the correct choice will minimise delays to your order as we won’t have to contact you before sending your order.

Once you have selected the delivery option, simply indicate whether you want to pay directly via credit card using the eWay payment gateway, using Paypal or, if you have one, using a Garden Express e-gift voucher or store credit voucher.

Once all the details of your order and payment have been gathered we will show you a screen with all the information so that you can check the details. If you want to change any aspect of your order, either its contents, your details or how you want to pay, you can still make changes at this time. At the bottom of this page, you can add any additional comments you want to pass on to us. This is where you should tell us extra information to use if the order is being sent to someone as a gift (eg your message to the recipient and the recipient’s name so we can personalise the order). You can also tell us if you have a credit you want us to adjust your payment with (sorry but at the moment the website doesn’t have extra information like that). Once you are satisfied with all the details entered simply click on ‘Submit Order’ and, depending on which payment option you selected, you will be taken to the appropriate payment system to complete your payment.

All the details you enter are encrypted to protect your privacy and your credit card details are entered directly into the Bank’s system if you use the payment gateway – we do not store your credit card details on our system at all. After submitting your order you will receive an email advising that your order has been successfully transmitted. You will also be able to view your order details on our website if you have created an Online Profile.

Once we receive your order we check it to confirm all the products are still available and ensure all items conform with quarantine restrictions for your state. If any of the products in your order is sold out or permanently unavailable, we will follow the instructions in your order as to whether you want a substitute, credit or refund. Please note that if one or more items on your order are unavailable and the value is under $10.00 we do not process refunds or provide credit notes and will substitute with a similar product of the same or greater value. Items that are temporarily unavailable will be back-ordered and sent to you when they are in stock again at no extra charge.

Due to the continuing development of individual State quarantine requirements, it may be necessary for orders to be amended after lodgement to ensure conformance with individual State requirements.

Once an order is placed, it cannot be altered. Any addition is treated as a new order and handled separately with a new freight charge. Orders may be cancelled prior to despatch, but a $5.00 administration fee will be charged and the balance refunded to you within 10 working days.
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Errors, Omissions & Availability

We reserve the right to correct errors or omissions on this website at the time of processing orders. Stock is believed to be available as offered at the time of publication but we reserve the right to withdraw products from sale if unavailable or not suitable for sale.

Please Note: Whilst every care is taken to provide accurate information and descriptions of every item, including fragrance; differences in climate, soils and growing conditions may cause differences with certain characteristics. The information and images provided may not be completely accurate when grown in your particular climate or growing conditions.
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Privacy

We do not use, nor provide customer information to third parties for any reason other than to provide our services to you.
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