Frequently Asked Questions (FAQ’s)

If your question is not answered here, please send an enquiry or call 8307 6800. 

Visiting the Centre

 
  1. Do we offer Gift Cards?

We offer $20, $50 and $100 Stella’s Home & Kitchen and Virginia Home & Garden Gift Cards. All Gift Cards can be used in-store across the entire centre on plants, pots, garden products, and in Stella’s Home & Kitchen and Doncho’s Café. You can purchase Gift Cards in-store or online.

We do not offer e-gift cards – we use a physical card that is treated as cash. Gift cards are not redeemable online and can only be used in-store. The entirety of the card must be used in one transaction and no change will be given. All Gift Cards will expire 3 years from the purchase date. Please see the Terms + Conditions Page for more information.

  1. Can I bring my dog/pet to the center?

We do not allow any dogs or pets other than registered Assistance Dogs anywhere in complex, including in the mall, garden centre or in the outdoor seating at Doncho’s Café. This policy is in place for the safety of children and all other customers, as well as in regards to maintain cleanliness and hygiene standards.

  1. Do we offer interstate shipping?

We do not currently offer interstate shipping for plants or any products other than Gift Cards outside of South Australia. Gift Cards are sent through Registered Australia Post and can therefore be sent anywhere across Australia.

  1. Do we offer trade accounts?

We offer trade accounts to registered landscapers with an ABN and current Landscapers Licence if they fit the application criteria. You may apply for a trade account by contacting us via email or call us on 8307 6899.

     
5. I’m going to visit the centre but I’m not sure if I will fit all of my purchases in my car – what can I do?

You may select the products you wish to purchase and then arrange for delivery at checkout if required. Please ask staff to assist in putting aside your selected item(s). You will be charged a delivery fee and allocated a delivery date based on the delivery address. 

Please note - we have a select delivery range and there may be a waiting period of 1-2 weeks during peak business periods. 

  1. Do we offer a gift wrapping service?

Stella’s Home & Kitchen offer gift wrapping services on homewares for a small fee. You may choose from a range of wrapping papers, ribbons and other accessories. This service is not available at the main checkouts, or for plants or other garden products.

  1. What is Virginia Nursery’s warranty policy?

Plants are not subject to warranty. Please email us with any specific concerns.

All consumer products are protected under the ‘Standard 1 Year Consumer Warranty’. If an item is faulty within 1 year from the purchase date, please bring the product and the receipt in-store for inspection – you may be eligible for an exchange or refund. Customers are entitled to a refund if the goods purchased are; defective, do not match the description or display, or do not do what they are supposed to do. This refund policy applies only if you return the goods within a reasonable time (number of days) and there is proof of purchase.

Please refer to our Refund Policy for all other matters regarding product suitability and change of mind – You are not entitled to an exchange or refund if you changed your mind or over estimated your needs, nor are you entitled to a refund if the goods have been damaged after purchase.


Shopping Online & Using our Website


  1. Can I use a Virginia Nursery Gift Card to make an online purchase?

For security reasons, we do not offer online purchasing with our Virginia Nursery Gift Cards. They are only redeemable in-store.

  1. Do we use AfterPay?

We do not use After Pay or any other 'buy now, pay later' service provider online or in-store. Please refer to point 11 below, or visit the Website Terms of Use Policy for further information regarding payment methods.


      3. Can I use my Home & Garden loyalty card when making an online purchase?

The Home & Garden loyalty program is designed to benefit customers when visiting the centre by offering discounted prices on selected products. This is an in-store offer only.

As an online customer, you can register for an online account (separate to the Home & Garden club card). This account will be required to use the Wish List function, make an online purchase or view order history. It will also record your contact information to save you from having to re-enter your information each time you visit the site or make an online purchase.


      4. Why do I need to register for an online account to make a purchase online?

To complete a transaction, view order history or to use the Wish List to save items you would like to revisit, you must register for an online account. This is for your privacy and convenience.

Your account will save your personal details and will automatically calculate the delivery and shipping methods available for your postal address. It will also save you from having to re-enter your details each time you visit our site. Your purchase history and current order status will be available from your Account page.


      5. Are any of my payment details stored in my online account?

No, we do not store any payment details through Secure Pay (MasterCard/Visa). You will have to enter your card details for each purchase, or alternatively use a PayPal account.


      6. Where can I view my current order status and purchase history?

If you log in to your online account, simply click the Account page in the top right hand corner of the site and click Order History. This will show all of the purchases you have made from your account, including current orders that may be pending or in transit.


      7
. Why are some products that are In-Store not available on the website?

Please note that due to our extensive range of plants and homewares, we do not advertise our full range online. To browse our current range, we kindly ask that you please visit the centre, or if you have a specific enquiry, email us or call us on 8307 8600.

Currently, only Gift Cards are purchasable online. We are working behind the scenes to make other plants and products available for online purchasing shortly.


      8.
What is the best way to find out if we stock a plant that doesn’t appear on our website?

Due to our extensive range of plants and high turnover, we often introduce new varieties or forms of plants, and do not advertise our full range online. Many types of plants are also seasonal and only available for a few months of the year. It is best to simply send an enquiry via email or call us on 8307 6800 for more information or to confirm stock availability


        9. How do I use the Wish List?

If you would like to use the Wish List whilst browsing the site, simply click the ‘Add to Favourites’ link below the description of the product on the product screen. This will prompt a login screen if you are not already logged in. Your Wish List will be linked to your account so you won’t lose your saved items each time you log out. Simply add these products to your cart by selecting ‘Add to Cart’.


        10.
Can I cancel my online order?

In the event that you need to cancel your online order, or make changes to your delivery details, please contact us immediately with your ID and receipt/purchase invoice (email or call on 8307 6800) and we will try to accommodate your request.


        11.
What is the online payment process?

To proceed to checkout, you are required to Log In or register for an online account. You may then select the shipping method (Courier, Truck Delivery or Click & Collect if available) and payment method (Secure Pay via Mastercard/Visa or PayPal). You will receive a confirmation email once your transaction has been processed.

Same-state Standard Australia Post deliveries usually take 2-4 days, whilst same-state Express usually takes 1-2 days*. You can find more information here

*Please note that Australia Post delivery times may increase during the festive season and other busy periods. You can estimate your delivery time prior to placing an order by checking the Australia Post website here


        12. What happens if the products I order online are not available?

When placing an online order, you will not be able to purchase a product that is low or out of stock. However, please note that if any of the products in your order are unavailable for unforeseen circumstances, we will contact you to arrange a substitute or discuss an exchange or refund.

Click & Collect


  1. How do I use the Click & Collect service?

Click & Collect is only currently only available for Gift Card purchases.

Once we have received payment, we will process your order - this may take up to 3 business days. You will receive a notification (via SMS/Email) when the goods are ready for collection.

The SMS/Email will have instructions on where you will need to go to collect your goods at the centre. If you do not bring Identification and proof of purchase (receipt/tax invoice), you will not be authorised to collect the goods.


  1. Can someone else pick up my Click & Collect order for me?

Please note that the person collecting the goods must match the identification that the purchaser provided. In the event that another person will be collecting the goods, please contact Virginia Nursery to update the information prior to collection. 


  1. What happens if I can’t come in to collect my order?

In the event that the goods are not collected from our centre, plants and all other goods will be held for an additional 7 days. If no contact is made, your purchase may be refunded.

Gift Cards must be collected within 7 days of confirmation as there are limited holding capacities. In the event that the card will not be collected within this period, please contact us immediately; the Gift Card may be terminated if no contact is made. Please visit the Trading Terms & Conditions for more information.

Delivery & Shipping

 

  1. What are my delivery options if I make an online purchase?

For Gift Card purchases, we offer standard and express Registered Australia Post, or alternatively you may select to Click & Collect from the premises. Same-state Standard Australia Post deliveries usually take 2-4 days, whilst same-state Express usually takes 1-2 days*. You can find more information here

*Please note that Australia Post delivery times may increase during the festive season and other busy periods. You can estimate your delivery time prior to placing an order by checking the Australia Post website here


       2. Why am I getting an error message when I select the delivery details?
You may receive the error "We're sorry - there are no selectable shipping options for this Product/Location/Order Total. Please contact us if you require assistance."

It may be that your delivery address is not within our delivery range, or is not a valid delivery address. If so, you could try an alternate delivery location, different shipping method, or contact us to discuss options. Otherwise, there may be a problem with the quantities in your cart. If you cannot rectify the error, please contact us and we will help you process the order.

      3. Do I need to enter my contact details at the checkout for delivery?

When making an online purchase, you will have to register and log in to your online account. This will save all of your contact details and automatically add them to your order. You should revise these details by viewing your account details when you make a purchase.

You can add an additional delivery address if needed by selecting “Add new shipping address.” The email address associated with your online account will be used to receive a copy of your receipt/purchase invoice.


      4. What is "Delayed Payment/Freight Needed"?

A select range of products require manual freight calculations based on the nature of the delivery. If your order is automatically allocated as Delayed Payment and Freight Needed, we will contact you shortly with a quote for your delivery fee as well as the delivery methods available for your item(s) based on your location. We will then provide you with a link to finalise your purchase.


      5. Can I arrange for delivery at a certain time?

Unfortunately, we cannot accommodate specific dates or times that you would prefer delivery. Please note that during peak business periods, there may be delays to your delivery but we will endeavor to contact you in this instance.


      6. Can my purchase be sent to someone as a gift?

Your online account automatically saves your contact information and delivery address. If you are sending your purchase to another address (e.g. as a gift), please select "Add New" Shipping Address and add the recipients details. You can add multiple addresses to your account.

A copy of your purchase receipt and all future communications regarding the order will be sent to the contact email/telephone number associated with the account so the gift recipient will not receive a copy of the purchase receipt unless they have access to the email account provided.


      7. Are my details kept private?

Please note that Virginia Nursery do not use, nor provide any personal customer information to third parties for any reason other than to provide a delivery service through a certified courier. Please visit our Privacy Policy for more information.