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Shipping & Delivery

Shipping and Delivery

EFFECTIVE 1st May 2021

Here’s what you need to know about delivery methods, timeframes and further shipping information.


1. Delivery costs

Standard Delivery within Australia:

Spend $150 or more and you’ll get free standard shipping.
Spend $150 or less? Shipping will be automatically calculated by Australia Post based on volume and weight.

Express Delivery within Australia:

Spend $275 or more and you’ll get free express shipping.
Spend $275 or less? Shipping will be automatically calculated by Australia Post based on volume and weight. 

Click & Collect/Pick up:

Free.

International Shipping:

If you are based overseas, we are happy to assist you. Simply email our Customer Care team at orders@herbario.com.au with the products you wish to order and your postal address, and we will let you know your shipping costs via Australia Post.

Any additional taxes or duties applied by customs at the destination country are the responsibility of the delivery recipient. Please note in accordance with Australian export regulations we are required to declare the value of all items and identify the order as dutiable “merchandise” and are prohibited by law from identifying an order as a “gift” for export purposes.

Your local customs office will be able to assist you with any further information regarding taxes, duties and customs.


2. Delivery timeframes

Standard Delivery within Australia:

Metro: 3-7 business days
Regional: 4-9 business days

Remote: 4-11 business days

Express Delivery within Australia:

Metro: 1-3 business days
Regional: 1-5 business days

Remote: 1-5 business days

Click & Collect/Pick up:

Usually available for collection within 24 hours, subject to availability at our Prahran store. We will contact you to confirm when it will be ready for collection.

International Shipping:

If you are based overseas, we are happy to assist you. Simply email our Customer Care team at orders@herbario.com.au with the products you wish to order and your postal address, and we will let you know the estimated deliver time via Australia Post.

Please note:

    1. We’ll dispatch orders within 2 business days. If it’s taking longer than 4 business days, we’ll reach out to let you know. 
    2. Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods, due to wild weather, or due to other postal service delivery issues that are unforeseen or unavoidable events beyond Herbario’s reasonable control.
    3. Online orders are processed and shipped on business days only from Melbourne, Victoria and follow any Victorian Public Holidays.
    4. Once orders are placed, they cannot be amended or cancelled. But feel free to contact us at orders@herbario.com.au or on +61 3 9529 6320 and we will do our best to facilitate order changes where possible.
    5. If you are not home to sign for a delivery or there is no safe place to leave your parcel, Auspost will take it to the nearest Post Office. You’ll have 10 business days to collect it before it’s returned to the sender.
 
 

3. Click & Collect / Pick Up

  1. Click & Collect is currently only available from our store at 222 Chapel Street, Prahran, Victoria 3181.
  2. Click & Collect orders are placed by selecting Click & Collect (or Pick up) as your preferred delivery

Once your order is placed, you will receive an email from us to notifying you that your order has been received and then another email notifying you when it will be ready to collect. Your Click & Collect order will usually be ready to collect within a day, so keep an eye out in your email inbox!

Then head to our store to collect your goodies! Don’t forget to bring your collection email and valid photo ID.

  1. Someone else can collect your Click & Collect order by simply forwarding the ‘Ready For Collection’ email to your nominated collector. You will need to include their full name in the forwarded email and ask them to bring a valid photo ID for collection.
  2. All products ordered through the Click & Collect service are subject to availability. This means that whilst we will do our absolute best to ensure availability of products you ordered, there may be instances where the products are out of stock at our store.

Never fear though! If this happens, you will receive an email notifying you whether part or all of your order is unavailable and confirm that we will process a refund to your original payment method, should you not wish to wait until the unavailable product(s) is back in stock.

  1. If your order is not collected within 10 days of the collection date, it may no longer be available for collection. You will receive an email from us confirming that we have cancelled the order and provide you with a refund. Refunds will be processed in line with our Returns and Exchanges Policy.
  2. Products purchased through Click & Collect can be returned or exchanged in line with our Returns and Exchange Policy.
 

4. Authority to leave (ATL) delivery

  1. ‘Authority to Leave’ (ATL) deliveries authorise the delivery driver to leave your parcel in a safe location at the delivery address.

For ATL contactless delivery, please leave a note in the checkouts’ “Order notes” field, stating a preferred safe place to leave you parcel.

Please note that ATL deliveries are subject to Australia Post guidelines;

https://auspost.com.au/receiving/manage-deliveries-in-transit/leave-in-a-safe-place

https://auspost.com.au/business/business-ideas/ecommerce-jargon-busters/what-is-authority-to-leave

  1. Alternatively, you can select to have a signature required on delivery. This can be selected in the checkout page of the shopping cart, and is currently charged at $2.95 per delivery.
 

5. Tracking

Once the processing of your order is finalised and your parcel is dispatched, we’ll send you an email with your tracking number.

Can’t locate your tracking number? Reach out to us via email at orders@herbario.com.au or by calling us on +61 3 9529 6320 with your query.


6. Lost or damaged goods

  1. We take due care to ensure your parcel reaches you in the condition it was packed, but will not be held responsible for mishandling of a parcel under the care of a third party including Australia Post. This includes damage incurred during transit or missing parcels.
  2. If your order is lost or damaged in transit, please contact our Customer Care team via email at orders@herbario.com.au or by calling us on +61 3 9529 6320 Monday to Friday 10:30am — 6pm AEST, so that we can assist you.
 

7.  Other questions about your order?

If you’ve got a question that we haven’t covered with the above information, please contact our Customer Care team via email at orders@herbario.com.au or by calling us on +61 3 9529 6320 Monday to Friday 10:30am — 6pm AEST.