Shipping & Returns

Shipping & Returns Policy: Verde Home & Gifts TA Verde

1. SHIPPING

We do our best to keep our shipping costs as low as possible for our customers so that you can enjoy lovely things from anywhere in Australia. As such, we offer a few different delivery options to help minimise shipping cost as much as possible.

All of our online orders are shipped via standard delivery using Australia Post or local courier, unless specified otherwise, and come with an Australia Post tracking number. Australia Post provides limited automatic in-built insurance, and claims can be lodged for up to their set coverage amount. For items over this value, we include the cost of additional insurance in our postage and we organise this when we post to you.

We cannot take responsibility for lost, stolen or broken items that are caused by the courier or postage system. We cannot refund broken or lost items if the incident occurred whilst in the hands of the shipping company. Further information about this can be found below under ‘Lost, Damaged or Broken Items’. 

Orders are usually shipped from our store in Hobart within 2 working days of order receipt, and standard delivery typically takes 2-7 business days 

(depending on location - allow longer for some rural areas). 

Free shipping in Australia is also available on a range of items in our store as indicated at the checkout. When we ship for free, we cannot take responsibility for lost, stolen or broken items that are caused by the courier or postage system. Australia Post provides limited automatic in-built insurance, and claims can be lodged for up to their set coverage amount. For items over this value, we include the cost of additional insurance in our postage and we organise this when we post to you.

We cannot refund broken or lost items if the incident occurred with the shipping company. 

 

2. SHIPPING WITHIN TASMANIA

We generally ship our items using Australia Post, and shipping amount is calculated during the checkout process according to weight, size, and destination. We can ship using Australia Post to the vast majority of Tasmanian addresses, or if Australia Post is unable to deliver or is too expensive for larger items, we can also offer courier delivery. If you would like to use a courier service for delivery, please get in touch with us for a quote. 

We also offer free local pick-up at our store in West Hobart. You can select this as an option at checkout once you have entered your address.

We also now have a flat rate delivery fee for Hobart and surrounding suburbs. This will show at your checkout.

Flat rate of $13 for the following suburbs:  Hobart, West Hobart, North Hobart, South Hobart, Battery Point, Dynnryne, Sandy Bay, Newtown, Mt Stuart.

Flate rate of $20 for the following suburbs: Mt Nelson, Tolmans Hill, Bellerive, Montaque Bay, Rose Bay, Moonah, West Moonah, Rosny.

Flat rate of $34 for the following suburbs: Lindisfarne, Howrah, Glenorchy, Geilston Bay, Blackmans Bay, Kingston, Ridgeway, Tranmere. 

These rates will be displayed at the shipping section of our checkout page once you enter your shipping address. We will be adding more postcodes as soon as possible to ensure shipping in Tasmania is as good a price as we can achieve.

 

3. SHIPPING AUSTRALIA WIDE

We mainly use Australia Post to ship Australia-wide, with shipping fees calculated at checkout depending on the size, weight, and destination of the parcel, according to the Australia Post shipping costs.

For bulky, heavy, or furniture items, or for rural addresses that Australia Post may not deliver to, we can also offer courier delivery. Please feel free to get in contact with us for a courier quote if need be by emailing us at ask@verdestore.com.au, or give us a ring on (03) 6231 6883. 

4. BULKY AND HEAVY ITEMS

For bulky items, heavy items, and furniture, please feel free to get in touch with us for a courier quote: we often find that courier services can be less expensive than Australia Post for these bigger and trickier to send items. Get in touch with us by emailing us at ask@verdestore.com.au or give us a ring in store on (03) 6231 6883. 

5. RETURNS

We want you to be thrilled with, and love your purchase from us but understand that there are occasions where you might not be satisfied.

We carefully ensure all products are intact and in good working order before they leave our premises. If you believe that you have received a faulty or defective product, please get in touch within 24 hours of delivery so we can help - either visit us in store or contact us on (03) 6231 6883, or by emailing us at ask@verdestore.com.au. 

Australia Post provides us with confirmed delivery timestamps for every parcel, and consequently after this 24 hour time period, we’re unable to offer refunds or replacements. We rely on Australia Post’s delivery records to manage claims fairly. 

6. LOST ITEMS

We cannot take any responsibility for items lost, stolen or damaged in the postal system once they have left our hands. This is the responsibility of Australia Post or the Postal/courier service undertaken to deliver goods. There are avenues for claiming directly from Australia Post and we can help with this process if required. Make sure to take lots of photos of the breakage and packaging in order to make your claim. More information on how to process lost damaged or broken items and the time frames is outlined below.

7. DAMAGED OR BROKEN ITEMS

If your order arrives damaged or broken, please photograph the item as it arrived, including the outer packaging and internal wrapping. These images are essential for any claims that need to be made.

Australia Post provides limited in-built insurance, and claims can be lodged for up to their set coverage amount. Australia Post provides limited automatic in-built insurance, and claims can be lodged for up to their set coverage amount. For items over this value, we include the cost of additional insurance in our postage and we organise this when we post to you.

Please note that Australia Post policy requires the recipient of the parcel to lodge the claim directly. They do not allow us as the sender to make a claim for you, unfortunately. That said, we are always happy to assist in the process: please contact us and we’ll guide you through the process where possible.

8. CHANGE OF MIND

If you have changed your mind about your purchase, we will be pleased to offer you a refund or exchange within 24 hours of purchase (or receipt of your product if purchased online as per Australia Post/Courier timestamps), provided that:

• You have provided satisfactory Proof of Purchase; and
• The item is in a saleable condition, including: with the original tags and labels still attached, the item is in its original packaging (if applicable), and the item is unworn, unused and as sold.

Australia Post provides us with confirmed delivery timestamps for every parcel, and consequently after this 24 hour time period, we’re unable to offer refunds for change of mind. We rely on Australia Post’s delivery records to manage claims fairly. 

Refunds or credit notes are only processed once the original item has been returned to us. 

All items must be returned to us in good condition and at the expense of the customer.

Please note that some items are non-returnable unless they are faulty: please refer to the list below under ‘Special Exceptions.’

The safe return and shipping cost of the product is the responsibility of the customer. We suggest that tracking and insurance be used. 

9. EXCHANGE

We have a simple and convenient exchange process. Please contact within 14 days of purchasing your item in store or 14 days of delivery of item for online orders.

A re-postage fee will be charged for any exchange items when necessary.

An item will not be exchanged if it is not in the original state or condition in which it left the store.

All exchanges are at the discretion of the management. Please contact us to for further information about how to begin the exchange process either by phoning Verde on (03) 6231 6883, or by emailing us at ask@verdestore.com.au.  

 

10. PROOF OF PURCHASE

All returns, refunds, exchanges, change of mind, or faulty products must be accompanied by any of the following Proof of Purchase:
• Original register receipt
• Online receipt via email

 

11. CONSUMER GUARANTEE

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from Verde Store.

 

12. SPECIAL EXCEPTIONS

Please choose carefully as we do not offer exchange or refund on the following items unless the item is faulty:

• Soft furnishings including (but not limited to) rugs, pillows, cushions, sheets, towels, soft toys and throws.
• Vintage used items (these are sold in “as-is-condition”).
• Furniture
• Custom made items
• Sale items or Layby Items
• Gift Vouchers
• Perishable food and hampers
• Personalised products
• Personal care items
• Cut fabric by the meter
• Earrings for pierced ears 

13. RETURN OR EXCHANGE PROCESS

IN STORE RETURNS

You can return items in person to our store in West Hobart, Tasmania or by post or courier. All items must be returned at the expense of the customer, unless the item is faulty. If you are shipping an item over the included insurance from Australia Post standard shipping, we recommend that you use a trackable shipping service or purchase shipping insurance. Otherwise, we cannot guarantee that we will receive your returned item.

ONLINE RETURNS

1) Please email us at ask@verdestore.com.au outlining the items to be returned and the reason before returning any items. If an item is damaged or faulty please include images if possible.

2) Once approved send items to: Verde 112 Lansdowne Crs, West Hobart TASMANIA. Please include your Proof of Purchase with your goods.
Please Package your item carefully. Ensure all original packaging and instructions are included in the shipment.

3) Once your return is received and assessed, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. On approval, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

NOTE: If you are shipping an item over the included insurance amount via Australia Post standard shipping, we recommend that you use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.

Verde Home & Gifts will issue an exchange item when the goods are received at our store address and an assessment of their condition is made. 

All items must be returned within 7 days of our initial email reply to be eligible for exchange.  

Any products that return to our showroom damaged, or without original packaging, will not be subject to exchange.

Sale items will not be refunded or exchanged.

 

QUESTIONS

For all questions please call us at our store (03) 6231 6883 or email us at ask@verdestore.com.au