frequently asked questions

ORDERING

Can I change or cancel my order once placed?

We understand that mistakes happen! Due to our speedy packing skills, there is only a small window in which changes can be made to your order. Please email us as soon as possible. Once your order has been shipped we cannot make any changes or cancel your order. 

Can I put an item on hold?

We can hold items for 7 days once payment is made. We cannot offer holds without payment. We offer Afterpay so you can buy now and pay later! 

Can I order preorder and non-preorder items in the same order?

Yes of course! In stock items will be shipped with the preorder items to save you money on shipping. If you would like your in stock items shipped separately, please place two orders. 

An item I want is out of stock – will you get more?

Make sure you click the ‘notify me’ button on the product page so we know you want more. As a small business it can be tricky knowing what people want more of if they don’t let us know! We will send you an email once the product is back in stock. Also keep an eye out on our Instagram as that’s where we share new/restocks first!

Can I see the products in person?

We are an online only store. We have done our best to include true to colour and varied images of all products. If you would like to see more images, head over to our instagram or send us an email. 

SHIPPING

Do you ship internationally?

If you live outside of Australia, please email us with your location and the products you would like so we can get a shipping quote for you. 

My item arrived damaged – what do I do?

Oh no! We carefully inspect each item before we send it and are sure to wrap it up so it arrives safe and sound. These things happen and we want to fix it! Please take lots of photos of the box and products and email them through to us so we can get this sorted for you. 

When will I receive my preorder item?

Items purchased on preorder include an estimated arrival time on the product page. Please note these are estimates only and may be subject to change. We will always keep you updated via email and social media.

How do I track my order?

All orders shipped via Sendle and AusPost will receive tracking information via email. If you have selected private courier, you will receive and email once your order has been collected and delivered.

How long will my order take to arrive?

We aim to have all orders dispatched on the same day when ordered before 5pm. Please allow up to 3 business days for your order to be dispatched. Most orders are delivered within 1-6 business days. Please note: due to COVID19 shipping companies are under the pump. Please check their website for updated shipping estimates and greet your postie with a smile when they arrive. 

I want to order plant – how will they be shipped/will they die?

All plants are shipped in soil to ensure they receive the nutrients they need during transit. We recommend selecting express shipping for plants. All orders containing plants are shipped on Mondays to prevent them being stuck in transit over the weekend. Large & delicate plants are shipped with a timber frame to support them. Please note that whilst we take all precautions to get plants quickly and safely to you, unexpected delivery delays can occur. Most of our plants are extremely resilient and will bounce back within a few days if they were subject to delivery delays. If you have any further questions or concerns, please email us – we’re always happy to help! 

REFUNDS 

Can I get a refund?

Refunds are offered for damaged items only. All change of mind returns will be issued with a store credit. All sale items are final. Please read our refund policy (below) carefully before purchasing. 

How long is my store credit valid for?

12 months from date of receipt. 

CLICK & COLLECT

When will my click & collect order be ready?

Orders are usually packed and ready for collection within 2 hours. Please allow 24 hours for your order to be packed. 

Where do I collect my order from?

As an online business, we do not have a store front. Orders are to be collected from Chelsea Heights, Melbourne. The address will be emailed to you upon purchase.

When can I collect my order?

Once your order is ready for collection, we will email you the address and organise a collection time with you. Orders can be collected 7 days between 7am-7pm. 

How long do I have to collect my order?

Please be mindful that we operate online, out of our home. We respectfully ask that you collect your order within 7 days of your order being completed. After 7 days, we will contact your to organise a payment for delivery or refund your order. If you have any extraneous circumstances, please email us and we will make arrangements with you. 

 

Question hasn’t been answered? Please email us at hello@hausofhiggs.com.au and we will get back to you as soon as possible.