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delivery, returns & faqs

We currently offer 3 ways to receive your order:

1. Local Delivery

2. Pick up from our store in Woolloongabba

3. Shipping via Australia Post

LOCAL DELIVERY POLICY

How much will it cost?  Local delivery is a flat rate of $15.

How long will it take?  Each suburb group has 1 specific delivery day each week, therefore orders could take up to 8 days to be delivered. You will receive a text message on the day your order is scheduled to be delivered.

Do I need to be home?  Whilst it is not necessary for you to be at home when we deliver your order, we can unfortunately not take responsibility for lost, stolen or damaged deliveries. If you are not at home, we will leave your delivery on your doorstep or in another suitable location - if you have a convenient hiding spot, please let us know at the check out stage or via email to hello.epilo@gmail.com. If there is nowhere safe to leave the order, a notification will be sent advising where the parcel can be collected from, or a second attempt will be made the following week.

Which suburbs do you deliver to?  You are only eligible for local delivery if your address is within a 15km radius of our store in Woolloongabba. Note that we do not deliver to PO Boxes. 

COLLECTION FROM OUR STORE

How much will it cost?  Collection is free!

How long will it take?  Orders take between 2 to 7 business days to pack ready for pick up, depending on the size of your order and other orders in the queue. 

When can I pick up?  You will receive an email when the order is ready to collect and you can come by any time that suits during opening hours - just bring along your order number. Please note, if you do not collect your order within 21 days, we will cancel your order and issue a refund.

Where can I pick up? Collection is from our store at 64 Deshon Street, Woolloongabba. 

SHIPPING POLICY

Homewares & Botanical Silk

How much will it cost? Shipping ranges from $5 - $25 depending on weight and size. This will be calculated at checkout.

How long will it take? Please allow 1-3 days for processing your order, and 4-7 days for delivery (varies by location). 

What if I need it faster? If your purchase is time sensitive, please let me know in the note section of your order and I will do my best to accommodate you by processing it faster. 

Do you ship internationally? If you are an international visitor, please contact me directly and I can source a precise quote.

Plants:

Plants are shipped with buyer's risk. All packages are prepared and packed in the best way but if any damages occur from the transit, it is beyond our responsibility and cannot get any refund in this case. Please also understand that Australia Post has rights to open and investigate all packages before sent on to the receiver.

How much will it cost? Shipping ranges from $10 - $25.50, depending on weight and cubic size. This will be calculated at checkout. 

How long will it take?  All orders are shipped Monday and Tuesday with an order cut off of 8pm the previous Saturday. Any order received after this time may be shipped the following week.

How are the plants sent? Our plants are mostly sent bare root or semi-bare root. The means the plant has been taken out of the plastic pot and the roots are bagged up and secured. We try our best to send the smaller or more fragile plants in their pots or plug pots. Bar rooting allows the plant(s) to be securely fastened to the box they are sent in, with less chance of dislodging and getting damaged in transit. It also helps to keep our postage weight and therefore costs to a minimum. 

Can everything in your store be shipped? There are several items that cannot be shipped due to their large size or fragile nature. Please be sure to check whether the item can be shipped on the product page. 

Do you ship plants interstate or internationally? Due to State Laws we are unable to ship internationally, to The Northern Territory, Tasmania or to Western Australia.

I've received my parcel but something has broken in transit?  Please get in touch with us via hello.epilo@gmail.com.

Please note, utmost care is taken by Epilo when packaging items however once items have left Epilo and are with Australia Post or couriers, the customer agrees responsibility lies with the shipping companies and not Epilo. Epilo holds no accountability for loss of item or damage during transit and by using the website the customer agrees to these terms and conditions. However we will do everything we can to ensure your parcel arrives safe and sound. 

RETURN POLICY

Can I return my homewares? 
If returning items, they must be unused and free from any faults and in their original packaging. When returning an item due to change of mind, you will be entitled to a store credit only of the value of the item. It will not include the postage costs that you paid to receive your order. 

Can I return my botanical clothing and accessories?  

Botanical pieces can not be returned for hygiene reasons so please choose carefully. As they are made to order, we do not accept returns on Perennial Pieces.

Can I return my plants?  For biosecurity reasons, we cannot accept returns of plants and pots.

If you wish to cancel an order once you have paid, please contact us within 4 hours. Whilst we will try our best to honour your wishes of cancellations, we cannot cancel your order if we have processed, packed or dispatched your order. 

There is a 5% handling fee deducted from your cancelled order to cover the card-payment fees we incur on all purchases. 

Please feel free to contact us about any further questions you have regarding our returns, refunds and exchange policy.

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