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


Customer Service
 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 Cards 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 orders, 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.

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

6. 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.



Online Shopping

        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 online or in-store. 

3. 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.

Once we have payment confirmation, your order will be processed within 1-2 business days. You will receive an 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. 



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. 
Pots & Bird Baths: You will be automatically charged our delivery fee based on your post code at checkout. We endeavor to deliver your goods on the next available delivery date for your location, likely within the next 2-7 days.

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.

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.