FREQUENTLY ASKED QUESTIONS
Our Customer Service team remains available to answer your questions on 1300 827 171 or email@example.com
1. Placing your order
1.a. How can I order?
You can order through this website or you can call us and we’ll be happy to create the order for you.
2.a. How will my items be delivered?
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
2.b. How does the delivery work for Category 1 for small products?
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.
2.c. How does the delivery work for Category 2 for large products?
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 Woolongong 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.
2.d. How long does it normally take for my item(s) to be delivered?
Indicative timeframe are disclosed on the checkout page and are estimates only. 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.
2.e. Can I ask for a faster delivery?
Unfortunately, Alice’s Garden cannot offer you the option to receive your product(s) faster.
2.f. How can I track my delivery?
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.
2.g. Do I have to stay in all day waiting for my delivery?
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.
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 1300 827 171 or firstname.lastname@example.org.
2.h. Can you deliver the products in the room of my choice?
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.
2.i. Is there any reason why Alice’s Garden may not be able to deliver a product in the room of my choice?
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).
2.j. What is the applicable post codes for FREE Delivery for Metro Area in Sydney, Melbourne and Brisbane?
We offer FREE delivery for the Metro area for Sydney, Melbourne and Brisbane, postcodes 2000 – 2234, 3000 – 3207, 4000 – 4230. To check if your postcode is eligible for a FREE Delivery please go to your cart (click on top right of the website or add to cart) and then under section Basket Totals on the left please enter your postcode and press Update Totals.
2.k. How can I calculate the delivery cost of my item(s)?
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. If your address is not part of a FREE Delivery area, the website will provide you with a delivery cost (inc. GST) and an indicative delivery time frame.
2.l. Which postcodes can Alice’s Garden deliver to?
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.
2.m. Can you deliver to other countries than Australia?
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.
2.n. Can I delay my delivery?
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.
2.o. Can I change a delivery date that I have already agreed to?
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.
2.p. Can I change my delivery timeslot?
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 1300 827 171 or email@example.com 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.
2.q. When I order more than one item, will they all be delivered at the same time?
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.
2.r. My driver was great, how can I say thank 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.
2.s Can I get my item(s) delivered on Saturday?
Sorry we unfortunately can not arrange delivery on Saturday.
2.t Can I delay my delivery by a few weeks?
If you want to delay your delivery, it is possible, simply let us know at check out in delivery instruction. PLEASE NOTE: for all deliveries delayed by more than one week, you will have to incur extra storage costs which vary between 5% and 15% of the amount of the order depending of your product size and duration of the holding period. Please contact us by email at firstname.lastname@example.org or call us at 1300 827 171 to know what are the holding costs for your order before you complete your order.
3. 14 day returns and refunds
3.a. Can I cancel my order after I received my item(s)?
YES. If you’re not happy about your product, you must send us a notice of cancellation within 14 days of delivery to receive a refund. The 14 day return policy is applicable for all purchases completed from 1 December 2017. 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 MUST BE IN THEIR ORIGINAL CONDITION (i.e. not used, not assembled, packaging in 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 or assembled the product and product is returned in the original packaging. 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 with
- 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 minimum of $50 per product returned).
For the product return, our Customer Service Team will organise the collection and delivery to our warehouse. Please contact us at email@example.com or call our Customer Service Team at 1300 827 171. Alternatively you can return the product yourself to our warehouse located at Erskine Park 2759 NSW.
We will make your refund within 14 days of reception of the goods in our warehouse.
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).
3.b Do you accept exchange?
We regret that we do not accept exchanges. Please simply return your product as per 14 days return process, and then you can place a new order.
4. Faulty products and warranty
4.a. Is there a manufacturer warranty on the products I have bought to Alice’s Garden?
YES. Alice’s Garden is proud to offer a 1 year manufacturer warranty on all its products. 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.
4.b. I received my products but it is damaged, what should I do?
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 1300 827 171 or firstname.lastname@example.org should you have any further queries.
4.c. I received my products but it is incomplete, what should I do?
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.
5.a. Which payment methods do you accept?
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.
5.b. How can I be confident that my payment data are protected?
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.
6. Admin questions
6.a. What if I forgot my password? 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
Our Customer Service team remains available to answer your questions on 1300 827 171 or email@example.com