Our Customer Service team remains available to answer your questions on 1300 827 171 or [email protected]
Placing your order
The service will depend on the size of your product and its cost will be clearly displayed on the cart and checkout page. All orders received prior 11.30 am are dispatched within 24 hours from our warehouse unless any unforeseen contingency from our logistics and/or transport partner. Dispatch is when the order is picked up from the warehouse by the transporter.
We provide two types of delivery service based on the size of your item (s)
- Category 1 for small sized items
- Category 2 for large sized items
Category 1 small sized item(s) are listed below:
- Sofas Lounge: Moltes and Asti
- Sun Loungers: Louisa
- Dining Sets: Tavola 6, Tavola 8, Cubo 8
- Chairs: Chicago chairs and Chicago armchairs
- Umbrellas and Gazebos: Hardelot, Falgos, Saint Jean de Luz, Condate 3×3, Condate 3×4, HUBASE50 Bracket Weights Base
- Trampolines: Pluton XXL, Mars XXL, Saturne XXL and Venus XXL
- All small accessories
Category 1 small sized item(s) will generally be delivered within 3 to 7 business days of dispatch for NSW, VIC and QLD, and within 5 to 10 business days for SA, ACT and WA. You will receive an email notification with a tracking number once your product is dispatched. You will then just have to log in to our transport partner website to track your delivery subject to transporter update. We unfortunately can’t provide a specific timeslot for delivery, so we recommend someone to be at your delivery address to receive your item(s) as the transporter requires a proof of delivery with your signature. If you can’t be present on the delivery day, please complete the Authorisation To Leave (ATL) section on checkout page on website. This will allow our transporter to leave your item(s) at the front door of the delivery address without asking for a proof of delivery. PLEASE NOTE we don’t accept any responsibility for your order once delivered under ATL scenario.
If our transporter is not able to deliver your order for Category 1, (i.e. for instance if you have provided an incorrect address or there is no access to your front door) we will contact you to follow up with further delivery instructions. Under those circumstances, we may either charge you for some additional costs incurred to return and store the item(s) in our warehouse or cancel the sale. If we cancel the sale, we will refund you the amount you paid for your item(s) after deducting the return delivery cost.
For further information on delivery for category 1, please visit our delivery page.
Category 2 large sized item(s) are listed below:
- Sofas Lounge: Benito, Siena, Caligari, Napoli, Venezia, Tripoli
- Dining Sets: Cubo 10, Cubo 12, Chicago Table
Category 2 large sized items will generally be delivered within 5 to 10 business days of dispatch for NSW, VIC and QLD, and within 7 to 12 business days for SA, ACT and WA. Unfortunately, Alice’s Garden cannot offer you the option to receive your product(s) faster.
For customers living in New South Wales anywhere between Wollongong and Newcastle or in Melbourne metro, you will be contacted by our 2 men delivery crew to arrange suitable time for a meeting with you to deliver your item(s) at your place, so that you can be present on delivery day. For other customers, your delivery will be handled by our standard delivery team and you will receive an email notification once your product is dispatched with a tracking number to enable to follow the progress of your delivery online.
For further information on delivery for category 2, please visit our delivery page.
Delivery timeframe depends on your item(s) size and your location. Category 1 small sized item(s) will generally be delivered within 3 to 7 business days of dispatch for NSW, VIC and QLD, and within 5 to 10 business days for SA, ACT and WA. Category 2 large sized item(s) will generally be delivered within 5 to 10 business days of dispatch for NSW, VIC and QLD, and within 7 to 12 business days for SA, ACT and WA.
We partner with several transport companies to deliver the right service in accordance to your needs. We do our best to ensure your products are dispatched and delivered within the estimated timeframes disclosed on website. However, we can’t guarantee that we will always deliver within the estimated timescales as we unfortunately may be impacted by unforeseen issues affecting the product availability or our delivery partners. The table below provides indicative timeframe for delivery in business days per delivery area.
In the unlikely scenario of your item(s) being more than 3 business days late, please contact our Customer Service team so that we can lodge an enquiry with our delivery partner and do our best to fix the issue.
Yes you can! and it’s free :-)
- FREE PICK UP FROM SYDNEY WAREHOUSE located at Eastern Creek 2766 NSW. We will send you detailed address warehouse after you place your order.
YES we offer extra service(s) for delivery: EXPRESS DELIVERY | RUBBISH REMOVAL | ASSEMBLY. This service availability depends on your postcode, simply ask us at [email protected]
HOW DOES IT WORK?
- Select option EXPRESS DELIVERY at check out payment of extra $100
- Select option RUBBISH REMOVAL at check out payment of $100. PLEASE NOTE 7 Day Return Policy work only if items returned in packaging of origin, unused and complete
- Select option ASSEMBLY at check out payment of $180
You can track your delivery in My Account by clicking here. Once your item(s) leaves the warehouse, you will receive a dispatch notification by email with a tracking number. You will then just have to log in to our transport partner website to track your delivery subject to transporter update.
We deliver only during business hours. Unfortunately, we can’t provide a specific timeslot for delivery, so we recommend someone to be at your delivery address to receive your item(s) as we require a Proof of Delivery with your signature.
For Category 1 small sized item(s), we unfortunately can’t provide a specific timeslot for delivery, so we recommend someone to be at your delivery address to receive your item(s) as the transporter requires a proof of delivery with your signature. If you can’t be present on the delivery day (whether you decide it when ordering or on the last minute on delivery day), please complete the Authorisation To Leave section at the checkout stage on website or fill out the Authorisation To Leave (ATL) form that you receive with your dispatch notification email. This will enable our transporter to leave your item(s) at the front door of the delivery address without asking for a proof of delivery. PLEASE NOTE we don’t accept any responsibility for your order once delivered under ATL scenario.
In term of delivery instruction, you have the choice between AUTHORITY TO LEAVE (you don’t need to be present on delivery day, once item delivered it’s the customer responsibility) or SIGNATURE REQUIRED (you or a representative need to be present on delivery day provided by transporter before delivery). If for any reason, you can’t be present on delivery day, simply let us know and we will re-book a delivery at no extra costs.
If you have opted for SIGNATURE REQUIRED and you are not present on delivery day, you will be charged an extra fee of $30 every time the driver tries to deliver if you are not present.
Category 2 large sized item(s), given their size and nature, require some extra care for delivery. They are typically shipped using a two men crew and our transporter will contact you to arrange a suitable 3 hours’ delivery window, so we recommend someone to be at your delivery address to receive your item(s). The drivers will then deliver your item into your room of choice (Service only offered for Category 2 and for Metro Area). This service does not include unpacking or rubbish removal.
Should you have any queries on the delivery process or to check if your item(s) can be delivered to your address, feel free to contact our Customer Service Team on [email protected].
Delivery to the room of your choice can be offered for Category 2 large products for Metro area. If you require this premium service, please provide details of your request when placing your order in the Order Notes below the Billing Details section. PLEASE NOTE this extra service is FREE and available only for metropolitan areas where suitable access available.
In a few circumstances, where difficult to access due to numerous steps, narrow pathways, or tight turns, the transporter may not be able to bring the item(s) to the room of your choice but will deliver as close as possible to your room of choice (for example downstairs in the hallway).
The delivery cost depends on the volume, weight and your location.
To check your delivery cost, please go to your cart (click on top right of the website or add to cart) and then under section Basket Totals on you will just have to enter your postcode and press Update Totals. The website will provide you with a delivery cost (inc. GST) and an indicative delivery time frame.
We offer delivery across Australia, however, we regret that the following post codes are excluded from our delivery area due to logistics reasons: 800 to 886, 2880 – 2899, 4025, 4183 – 4184, 4216, 4385 – 4498, 4507, 4581, 4680, 4700 – 4746, 4801 – 4807, 4816 – 4830, 4871 – 4876, 4880 – 4895, 5220 – 5223, 5641 – 5734, 6035- 6044, 6083 – 6084, 6112 – 6997, 7000 – 7923.
Alice’s Garden also delivers to France, Belgium and Spain. You will just have to go to the website www.alicesgarden.fr, click on the relevant flag at the top right, and you will be redirected to the relevant website. The prices will be different, and you will deal with a different customer service team.
This will depend on the status of your order. If you contact us while you are placing your order online, we will be able to ensure that your products won’t be dispatched on the day or on the next day of your order. We will then decide together the date of dispatch of your product. Storage cost of 10% up to 25% may apply if you want to delay delivery for too long, rate depending on length of deferral and size of item.
This will depend whether your item(s) have been dispatched or not. If not dispatched we can re-define a delivery date with you, otherwise please contact our customer service team and we’ll do our best to help.
Unfortunately, the delivery time slot can’t be amended as the driver’s route are typically planned. However, please contact our Customer Service Team on [email protected] and we’ll do our best to help. If we find a solution to amend your delivery date, please have in mind that you may be charged additional fees for this second delivery.
If your item(s) are part of different categories (please refer to section 2.b. and 2.c. – Category 1 small sized items and Category 2 large sized items) they will not be delivered at the same time as 2 different delivery companies will be involved. However, if your products are both part of the same category and both currently available (not as pre-order) we will be able to deliver both items at the same time. If one of your item(s) is only available as pre-order, then please contact us and we will do our best to sort this out for you.
We would be glad to hear from you! You can leave us a review by email or through Live Chat, and spread your positive feedback via Facebook, Twitter or Instagram.
Sorry we unfortunately can not arrange delivery on Saturday.
14 Day Return & Refunds
If you’re not happy about your product, you must send us a notice of cancellation within 7 days of delivery to receive a refund. You don’t need to provide a reason. You may simply change your mind.
You can unpack and inspect the product properly before making your decision, however all goods returned or exchanged must be in their original condition (i.e. product not used, not assembled, packaging not damaged and in packaging original condition). You are responsible of the goods until they are safely received by Alice’s Garden. We accept no liability for goods lost or damaged in transit back to our warehouse. You will receive a refund only if you have not used the product and product is returned in the original packaging not damaged. Refund will be equal to your purchase price for this product less the return delivery costs and any reductions if product used.
The return delivery costs is the maximum of:
- 20% of the selling price of each product and pro-rate delivery cost
- OR $50 per product returned including GST
- OR the delivery cost charged on your order including GST
(i.e. if you want to return two products, 20% return cost will apply on the two products selling prices and prorate delivery cost and with a minimum of $50 per product returned).
For the product return, our Customer Service Team can organise the collection and delivery to our warehouse. Alternatively you can return the product yourself to our warehouse located at Eastern Creek 2766 NSW.
After we inspect the product, if it is in perfect condition (T&Cs apply), we will refund as per our T&Cs within 7 days of reception of the goods in our warehouse.
The easiest way to let us know that you would like to cancel your contract is to complete the 7 day return form at https://www.alicesgarden.com.au/7-day-return. Here is the information we would need from you:
- Email address
- Order date
- Order number
- Goods reception date
- Your name
- Delivery address
- Goods that you would like to return
If you don’t want a refund now, you can also decide to get a credit of this amount (refund after deduction of shipping costs) to be used within the next 6 months’ post of your original purchase (invoice date).
We regret that we do not accept exchanges. Please simply return your product as per 7 days return process, and then you can place a new order.
Warranty & faulty products
Alice’s Garden offers 2 year warranty on its product for all products purchased after 1 April 2020. All products purchased before 1 April 2020 have a 1 year warranty. This is a manufacturer warranty. If you notice that your product is faulty, you will have to send us a picture and explain the issue to ensure that we fully understand what went wrong. We will then find the best possible solution to fix the problem. Depending on the situation, we will send you spare parts, or exchange your faulty product with a new one.
In the unlikely event of your item(s) arriving with its packaging significantly damaged, do not accept the delivery and liaise immediately with our Customer Service Team. Also, please send us photos or videos showing the extent of the damage. If after opening the packaging you realise that one item is damaged, please send us photos or videos showing the extent of the damage and contact our Customer Service Team within 5 business days of the reception of the item.
Once we have all necessary information to assess the damage, our Customer Service Team will contact you to determine what is the best solution to fix the issue – which is likely to be a replacement, a repair, a refund, or a credit on your next purchase (6 months validity). If we ask you to return the product to our warehouse, we will coordinate with the transporter for the product return and will cover related delivery cost. Please contact our Customer Service Team on [email protected] should you have any further queries.
In the unlikely event that your item(s)arrives incomplete, please send our Customer Service Team photos or videos and explanation of which component(s) is missing, and we will send you the corresponding component.
You can pay either by credit card: Visa, MasterCard, American Express, with Paypal. Each of those types of payment will not trigger any excess fees.
Alice’s Garden uses Paypal payment Gateway which is highly secured. In addition, our website is protected by Comodo Secure, one of the leading companies securing e-commerce transactions. As a result, we have the highest security policy to guarantee your credit card details are kept safe and will not be stolen. In addition, we will always erase any credit card information in the event of a password change.
If you forget your password, we can email it to your account’s email address. You will just have to
- Click on My Account located in the top right of your screen
- Click on “I forgot my password”. You will be taken to the password screen, where you will be prompted to enter in your email address
- Type your email address and click the “Get Your Password” and you will receive an email with a temporary password. For security purposes, your original password will be reset
- Go back to the Alice’s Garden homepage and continue to shop
- When you are ready to check out, re log-in with your new temporary password. You can then change your temporary password
In order to protect your payment data, we will always erase any credit card information in the event of a password change. For safety reason, password are case sensitive