FAQ

DELIVERY HELP

1. CAN MY ORDER BE SENT TO A PO BOX OR PARCEL LOCKER?

Yes, it can! Please ensure you enter your full and complete address when checking out.

2. HOW DO I TRACK MY ORDER?

Once despatched, you will receive a tracking number via email from Australia Post to track your order. If you click the tracking number in your email, you will be directed to the Australia Post website, where it will provide more information and tracking of your items. It can take up to 24 hours to show any updates made to the shipping status, which is common for all eParcel items.

3. WILL I NEED TO SIGN FOR MY PARCEL?

All parcels require signature, unless you request otherwise in delivery instructions at checkout. Maximum field for delivery instructions is 50 characters, so please keep it short and snappy!

4. MY ITEM/S ARRIVED BROKEN/DAMAGED, WHAT DO I DO?

Oh No! We’re sorry to hear this. Please feel free to email [email protected] and include the following details.

-Name

-Order Number

-Clear Images of broken/damaged items (please include images of damaged packaging if applicable)

-Details of items and damages in your order

Unfortunately, we are unable to process a claim on the customers behalfThe articles will need to be taken to the post office for assessment and a green form (PM26 form) needs to be completed for each item that is damaged. 

 

ORDERING ONLINE

1. MY ITEM IS FAULTY, WHAT DO I DO?

Oh No! Not to worry though, just get in touch with us via our email [email protected] and provide us with your order number and details of item/s that are faulty. Please explain if item had arrived faulty or has stopped working. We may also require photo/video proof, demonstrating where the item is faulty, for our records. Please note, items that have clearly been damaged or not carefully maintained by receiver, will not be covered or replaced.

If your faulty item happens to be our Easy Hand Sprayer, please click the link below to find a video titled ‘How to maintain your Easy Hand Sprayer’. This video will demonstrate ways to repair/maintain your Sprayer.

2. I’M MISSING AN ITEM FROM MY ORDER

Firstly, please revisit your tracking information on the Australia Post website. The tracking will provide you with multiple items to track, if you have more than one item on its way. If this is the case, then your missing items are most likely going to be in a separate parcel, which is on its way.

If this is not the case and you are still missing items, then please contact our Customer Service Team via email and they will assist you.

3. I’VE RECEIVED THE WRONG ITEM

Our Customer Service team will be able to help get this mix up fixed! Just get in touch with us via email so we can help. [email protected]

4. I DIDN’T RECEIVE AN ORDER OR SHIPPING CONFIRMATION

Make sure you’ve scoped out your junk and spam folders in case the automatic notification has been sent there. Shipment notifications can take up to 24 hours to be received once items have been despatched. Please allow 1-5 business days for processing of your items, before they are despatched. If you still have not received an email after this, feel free to contact us via email.

5.  I’VE ENTERED THE WRONG ADDRESS!

Uh oh! We’ll need to fix this for you right away before your order goes out the door, so please get in touch straight away with your correct shipping address!

6. I’VE ORDERED THE WRONG ITEM/WANT TO ADD TO MY ORDER

Once an order is placed, we can't make changes to the items you’ve ordered unfortunately! It’s best if you reach out to us right away so we can look into this further for you.

7. I NEED TO CANCEL THE ORDER I JUST PLACED

We all make mistakes. We can do our best to cancel your order, but we only have a small window to be able to do so. Get in touch with us ASAP so we can check it out for you!

8. HOW DO I REMOVE ITEMS FROM MY CART?

To update the quantity of an item in your cart, first go to your Shopping Cart found in the top right-hand corner of your page. Simply change the number in the Quantity box, to your desired amount for that item. Then click the GREEN button beside that number to Update your cart. You cart will then be updated, and it will state that your modification was a Success!

To completely remove an item from your cart, simply go to Shopping Cart, and click the RED cross button beside the item you wish to Remove. This will automatically delete the item from your cart.

9. HOW MUCH DOES DELIVERY COST?

To calculate the cost of delivery, simply add the items you wish to purchase to your cart and then go to your Shopping Cart. Click ‘Estimate Shipping & Taxes’, enter details required and click ‘Get Quotes’ to receive the cost of postage on your items.

We offer Free Delivery on all orders over $100.

 

PAYMENTS

1. PAYMENT OPTIONS

We accept all major credit and debits cards, as well as PayPal. We also offer the option to checkout with Zip pay. For more information on Zip, click on this link;

We also accept Cheque and Money Order payments. For information on how to place an order using these payments, please email [email protected] with details of your request.

For more information on all payments, please click on this link;

Payments

2. PROMO CODE OR GIFT CERTIFICATE CODE

Promo codes and Gift Certificate Codes must be entered in your Shopping Cart. Please ensure you have the correct spelling and the code is valid during that time/item.

 

TECHNICAL SUPPORT

1. I’M HAVING TROUBLE SIGNING INTO MY ACCOUNT

Firstly, please ensure all spelling is correct and you are entering the details you used when you created the account. If this has not helped, you may need to reset your password and re-attempt. Still no luck? Just shoot us an email so we can help!

2. I’VE FORGOTTEN MY PASSWORD

By following the ‘Forgotten Password’ links you can safely and securely reset your password directly. Just make sure to check your junk/spam folder for the automated notification. If you are still having issues with resetting password, just send us [email protected] an email including your account information and details and we can reset your password for you.

 

PRODUCT & STOCK SUPPORT

1. WHEN WILL THIS ITEM BE BACK IN STOCK?

Send us an email with the name and details of the item you’re after, so we can check for you!

2. HOW OFTEN DO YOU RESTOCK ITEMS?

We’re constantly replenishing our most popular items, as well as adding new arrivals. If you need an item by a certain date let us know the name, so we can check for you.

 

MEMBERSHIP/SUBSCRIPTIONS

1. HOW DO I BECOME A VIP MEMBER?

Please click the link below to be directed to the sign-up page for our Membership. Simply fill out all your details for the membership including payment. Those paying with PayPal, please read the text below before continuing. Once you have completed the transaction, you will immediately be a VIP Member and can login to your account to access all Members Only pages on our website.

VIP MEMBERSHIP

If you already have an account, first login to your account on our website. Then ensure all details in your account are accurate and up to date and save these details. Click ‘Become VIP’ to be redirected to payment page, where you can complete the transaction and be upgraded to VIP status.

PLEASE BE AWARE of the following if you are Completing Payment with PAYPAL. Please ensure your details in PayPal (name and address) are the same as those entered in your subscription, as PayPal’s system overrides our website and will provide us with the details you have in your PayPal account, not those entered on our website. If your details in your PayPal account are different to those entered in your subscription and you do no wish to alter your PayPal account, simply send us an email with the correct details, so we may ensure that your magazines are sent to the correct address. We apologise for the inconvenience and are working towards rectifying this issue, so there are no mix-ups in the future. Thank you for your understanding on this matter.

PLEASE NOTE: Memberships are only valid for the online store and cannot be used/redeemed in store at Vasili’s Garden in Coburg. If you have any queries regarding this, please contact us via email.

2. I CANNOT GET INTO MY ACCOUNT

Please see details in ‘technical issues’ before continuing. If you are still unable to login to your account, please contact us so we can help you. [email protected]

3. ONE OF THE MEMBERS PAGES ISN’T WORKING

Firstly, ensure you are logged into the website, as you cannot access any of the Members pages unless you are logged in. If you are logged in and still cannot access and pages, please send us an email so we may further look into this.

4. I’D LIKE TO UNSUBSCRIBE FROM THE VASILI’S NEWSLETTER

To unsubscribe, please go onto one of your emails received from Vasili’s Mailing list. Scroll to the bottom of the page and select ‘unsubscribe from this list’.

5. WHEN WILL MY MAGAZINES ARRIVE?

Each new magazine issue is delivered approximately at the beginning of each new season. Exact delivery time is subject to vary based on the seasonality of the postage/courier contractor. 

 

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