Frequently Asked Questions

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 of our 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 online and in-store. 

Our Gift Card's are a physical card & no electronic versions can be provided. 

The entirety of the Gift card must be spent in one transaction, no change will be provided. We recommend customers consider purchasing multiple smaller denominations if the gift recipient may not wish to use the entirety of the Gift Card in one transaction, e.g. x2 $50 cards instead of x1 $100.

Virginia Nursery Pty Ltd Gift Cards expire within 3 years from date of purchase.
Please see the Terms + Conditions Page for more information or view our Gift Card range here.

2. Can I bring my dog/pet to the centre?

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 maintaining cleanliness and hygiene standards.

3. Do we offer a delivery service in-store?
We offer a local delivery service for the Adelaide Metro area that is ideal for large trees and pots/water features. You will be charged a delivery fee and allocated a delivery date based on your delivery address at checkout. 

4. 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. 

5. Do we offer trade accounts?
We offer trade accounts to registered landscapers with an ABN and current Landscapers Licence if they fit our application criteria. You may apply for a trade account by contacting us via email or call us on 8307 6800.

6.
 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.

7.
 What is our warranty policy?


Plants are not subject to warranty. Please contact us with any specific concerns. All consumer products are protected under the ‘Standard 1 Year Consumer Warranty’. Please refer to our Warranty & Refund Policies for more information.



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.

       2. 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
. 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. 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

  6. 
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. 



Click & Collect


       1. How do I use the Click & Collect service?
Click & Collect is a free service, available for all Gift Card purchases and any other purchase over $100.

Once we have payment confirmation, your order should be processed within 3 business days. You will receive a notification (via SMS/Email) when the goods are ready for collection with instructions for collection. If you do not bring identification and proof of purchase (receipt/tax invoice), you will not be authorised to collect the goods. Please see the Trading Terms & Conditions for more information.

       2. 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. 

       3. What happens if I can’t come in to collect my order?
Click & Collect orders must be collected within 7 days of confirmation as we have limited holding facilities & resources. Please visit the Trading Terms & Conditions for more information. 



Delivery & Shipping

 
1. What are my delivery options if I make an online purchase?
Gift Cards: For Gift Card purchases, we offer standard and express Registered Australia Post. Same-state Standard Australia Post deliveries usually take 2-4 days, whilst same-state Express usually takes 1-2 days, subject to standard Australia Post operation. You can find more information here
General Items: We offer delivery through our local truck delivery service and a courier service for metro and some regional areas. Our local truck service is a flat, one-off fee based on the delivery address & is designed for large deliveries. 

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/post code. If so, you could try an alternate delivery location address or different shipping method. 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 are required to revise these details by viewing your account details when you make a purchase.


4.
 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. 


5. 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.


6. 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.