Pre-Orders

What is a pre-order?

Some plants in our store are offered as pre-orders. A pre-order is a purchase of a plant that is not yet ready for dispatch — for example, bare root roses and fruit trees that are lifted and dispatched during winter, or new-season stock still being grown on. Each pre-order product page shows an estimated dispatch window so you know when to expect your plants.

Payment

Full payment is generally required at checkout when you place a pre-order. This secures your plants from our allocation for the season, which is often limited. Where a product is instead offered on a deposit basis, this will be clearly stated on the product page, and the balance will be charged before dispatch using the payment details you provide.

Dispatch timeframes

The dispatch window shown at the time of purchase is our best estimate. Because we are working with living plants, exact timing can be influenced by seasonal and growing conditions. We will keep you informed of your order's progress, and if we expect any significant change to your dispatch window, we will contact you.

Change of mind

Please choose carefully when placing a pre-order. If you change your mind, we are not required to cancel your order or provide a refund, and cancellation requests are not automatically accepted while your order remains on track for dispatch within its estimated window. This is consistent with your rights under the Australian Consumer Law, which does not require refunds for change of mind.

We understand circumstances change, so we will consider change-of-mind cancellation requests on a case-by-case basis. Where we agree to cancel, we may retain a reasonable amount to cover costs we have already incurred in reserving, growing, or preparing your plants. To request a cancellation, contact us with your order number before your order is dispatched. Once an order has been dispatched, it can no longer be cancelled — please refer to our Refund and Replacement Policy instead.

Significant delays

If we are unable to dispatch your order within a reasonable time of the estimated window given when you purchased, we will contact you and you may choose to either keep your order with a revised dispatch date or cancel the affected items for a full refund of those items.

If we cancel your order

Occasionally we may be unable to supply a pre-ordered plant — for example, due to crop failure, quality that does not meet our standards, or biosecurity restrictions affecting delivery to your state. If this happens, we will contact you as soon as possible and you will receive a full refund for any items we cannot supply, or you may choose a substitute or store credit if you prefer.

Your rights under the Australian Consumer Law

Our plants come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits or replaces those rights. If a plant you receive is faulty, not as described, or otherwise fails to meet a consumer guarantee, you are entitled to a remedy — see our Refund and Replacement Policy for details.