FAQ & CUSTOMER CARE
ORDERING AND PRODUCTS
Where is Verde Store located?
We are based in West Hobart, Tasmania, Australia. Our online store ships Australia wide and internationally. We’d love to have you visit our store because we think it’s a beautiful destination and we love meeting our customers face to face.
However, if you don’t live near by, you can follow us on social media to see what lovely pieces we currently have available, and we’re always happy to chat via email or phone if you have any questions or would like to place an order.
Are your products handmade or locally sourced?
Yes! Many items we stock, including ceramics, textiles, produce and artistic pieces are locally made by Tasmanian and Australian makers. We love the beautiful collection of products and wares that we’ve curated and think you will too.
Can I place an order over the phone or in person?
We’re always happy to help! You can call us during shop hours or contact us via email if you need assistance with an order. Otherwise, you can view everything we have available in our online store and placing orders is quick and easy.
There’s an item I’d really love but it’s showing ‘Pre-Order’ only. What does this mean?
Sometimes we sell out of items quicker than we thought we would. If they’re coming back into stock soon, we make them available to you as a ‘PRE-ORDER’ - so you can be the first to get your hands on the product as soon as it’s back in store. You won’t ever miss out this way. Pre-orders will be clearly marked as such on the product listing. You can place a pre-order via our online shop and pay in full at the time of purchase. Where possible, approximate delivery timeframes will be noted on the product page, and we’ll always endeavour to keep you updated if there are any changes.
Can I purchase a gift certificate?
Yes, absolutely. We offer gift certificates that can be used instore or online. You can purchase a gift certificate when you visit us instore, or you can follow this link to purchase one online.
SHIPPING AND DELIVERY
What shipping options do you offer?
We offer standard shipping within Australia. For international shipping - we’re always to happy to help, please get in touch.
Shipping costs are calculated at checkout based on your location and the size, weight and dimensions of the items you order. We mostly ship via Australia Post, but sometimes some items are sent via courier if items are much bigger or trickier to send.
How long will my order take to arrive?
- Australia: Usually 3–7 business days (sometimes longer for rural areas).
- International: Please get in touch and we can discuss costs and times for international delivery.
My tracking says “Delivered” but I haven’t received my order - what do I do?
Tracking is provided by Australia Post (or the courier) once your order is dispatched. If an order is marked as delivered but you haven’t received it, please check around your property or with neighbours first. Then check your local Post Office as these days Australia Post has stopped leaving physical ‘delivery slips’ at your house, and only ‘digital’ delivery messages are provided. More than likely, your order is sitting at your local Post Office waiting for you. If you still can’t find it, contact us and we’ll help you investigate.
DAMAGED ITEMS, RETURNS AND EXCHANGES
What if my item arrives damaged?
We’re sorry if your item arrives less than perfect. Please take photos of the item, packaging, and outer packaging and contact us within 24 hours of receiving your order. For more details about damaged items please refer to our Terms and Conditions.
We recommend additional insurance for higher-value orders: Australia Post includes limited in-built insurance, but this only covers up to a set amount. Australia Post stipulates that claims must be initiated by the recipient of the parcel, but we’re always happy to assist with the process if you need.
What is your returns policy?
We want you to love your Verde purchase. If an item arrives faulty, incorrect or damaged, please notify us within 24 hours of delivery so we can assist. Please refer to our Shipping and Returns page for further details. We’re also happy to refund items within 24 hours of purchase or delivery for change of mind; please contact us immediately to organise this with us.
Can I exchange an item I purchased from Verde?
We offer a simple exchange process: please contact us within 14 days of purchase (in-store) or delivery (online) to arrange an exchange. Items must be returned in their original condition: re-postage fees may apply, and all exchanges are subject to approval. Please refer to our Shipping and Returns page for further details.
CARDS AND WRAPPING
Can I add a note to accompany an online order that I purchased as a gift?
Yes! We’re always happy to add a little handwritten note to include when you’re sending something to someone special as a gift. Please leave your message in the ‘note’ section at checkout.
We have a fabulous range of gift cards in store and a few select cards online too. If you would like us to write in a card that you purchase online with a gift, please add the card to your checkout and then leave your message in the ‘notes’ section at checkout.
Do you offer gift wrapping?
We always offer gift wrapping in store. For online purchases, we’re happy to gift wrap your order - just request it in the notes section at checkout or send us an email at ask@verdestore.com.au.
Please also let us know if you’d like a handwritten message included. See above.
Do you include paper receipts with my online order?
No, we don’t include them with online purchase but you’ll receive an email confirmation of your order and shipping details. This means if you purchase your order as a gift, the gift recipient won’t receive a receipt with their delivery.
If you would like us to include a paper receipt with your online order, please let us know at checkout.
CONTACT US
How can I get in touch?
You can email us at ask@verdestore.com.au or use the contact form on our site. We’ll aim to respond to you within 1 – 2 business days.