SHIPPING POLICY
WHERE WE SHIP TO
We ship DIY Living Bowl Kits to VIC, SA, ACT, NSW and QLD from Melbourne VIC for a flat rate of $10. We use a mix of Auspost and Couriers depending on size and weight of each order. Orders are dispatched Monday – Friday.
We courier our Ready Made Living Bowls within a 20km radius of Hawthorn East for a flat rate of $15.
Click and Collect is available from Hawthorn East 3123. Orders must be placed through our website. We will send the exact address when we confirm that the order is ready for pickup which is generally within 1-2 days including weekends.
Order Tracking: While we do our best to keep the lines of communication open with you, if you have placed your order and haven’t received your tracking details within 3 business days please send us a Facebook, Instagram message or email to make sure we’ve received your order correctly. We’ll get back to you within 1 business day with an update.
how we package our diy living bowl kits
All of our glass is wrapped in bubble wrap and boxed in strong cardboard packaging that protects the glass extremely well.
Our plants are sent as plugs that are watered before packaging and can easily survive one week in the post.
In the rare instance that your package does arrive damaged, please get in touch with photos of damage and we will happily replace the broken glass for you. Customer happiness is our number one priority.
Two Birds and I will not take responsibility if incorrect delivery details are supplied. The customer must ensure the correct details have been given. If you need to change your details please contact us within 24hrs of placing your order and we will update the address for you.
Please ensure detailed delivery information is supplied clearly on your order. Two Birds and I will not take responsibility if incorrect delivery details are supplied. It is the customers responsibility to make sure the correct contact and delivery details are supplied. If you need to change your delivery details please contact us as soon as possible and we will do our best to change them before your order is processed.
We send our orders with ATL (Authority to Leave). It is the customers responsibility to either make sure someone is home to accept delivery, request authority to leave, or pick up your delivery from a collection point as soon as possible. Two Birds and I will not be held liable for any damage caused to your terrarium plants if they spend a prolonged period awaiting collection from a collection point. Although we take great care in packaging our plants, the less time they spend packaged, the better it is for the plant. It you would be prefer signature on delivery, please contact us before purchasing.
If your package is returned to us by Auspost or courier for any reason e.g. wrong address, we can only provide a refund for non-perishable items and cannot refund the delivery charge.
By using this website the customer agrees to these terms and conditions.
REFUND POLICY
Returns/Refunds/Exchanges
If there is an issue with your order, please photograph it after opening and contact us via e-mail within 24 hours of delivery. We will then work with you to rectify the issue.
We will accept refunds up to 14 days after delivery if the item is unused and in original condition and we will refund the order amount minus the shipping costs. Plants are non-refundable.
To initiate a return, please email us at twobirdsandbowls@gmail.com. If your return is accepted, we will send you instructions on how and where to send your package.
You will be responsible for the shipping costs in returning your item. Shipping costs are non-refundable. If the item is not returned in its original condition, the buyer will be responsible for any loss in value.
Items returned to us without first requesting a refund will not be accepted.
Due to the nature of these items, the following items cannot be returned or exchanged unless they arrive damaged or defective.
Custom or personalised orders, Live plants, Items on sale
If you have any questions about returns, please contact us at twobirdsandbowls@gmail.com for further information.
shipping damage
In the rare instance that your package does arrive damaged, please get in touch with photos of the damage and we will happily replace the broken glass for you. Customer happiness is our number one priority.
How to report damage:
Take a photo of the damaged package.
Take a photo of the internal damage – of the broken item still in damaged package.
Take a photo of the damage to the item.
Send the photos to twobirdsandbowls@gmail.com
Exceptions/Non-returnable Items
Certain types of items cannot be returned e.g.
Custom or personalised orders
Live plants
Items on sale
Gift cards
Please contact us if you have any questions or concerns about a specific item.
Exchanges
Items can be returned to be exchanged. The fastest way to do this is to return the item you have. Once the item is accepted by us, you can purchase the new item.
Buyers are responsible for return post costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Before returning your item for exchange, please contact twobirdsandbowls@gmail.com.
