Frequently Asked Questions
Q. Is delivery of my order going to be delayed because of covid-19 restrictions?
A. Yes. August 2020 COVID-19 update: Due to current Victorian restrictions Australia Post advise that there are delays in their network. Standard Post is the most affected with some parcels taking a few weeks to arrive. Express Post cannot guarantee next day delivery but is still the fastest option, usually within 3 business days to a week depending on your delivery address.
Q. CAN WE VISIT YOUR FARM AND SHOP?
A. No, I am sorry but I no longer have a farm shop or are open to the public. All purchases are via the online shop, at any markets or events that I attend or by phone.
Q. WHERE DO YOU GROW YOUR LAVENDER?
A. The lavender is grown in South West Victoria, Australia. Harvesting is from mid-December through to mid-January. Sometimes products in our online store will show ‘out of stock’ because when I’ve sold all the lavender I have to wait until mother nature provides the plants with new growth and flowers so I can make more!
Q. CAN I SEND AN ORDER TO A DIFFERENT ADDRESS?
A. Yes. You can make your product selection and then when you get to the shopping cart you can choose a different name and address in the checkout process. Just follow the instructions.
Q. CAN I SEND AN ORDER TO AN OVERSEAS ADDRESS?
A. Not through the online shop. I process Australian orders only via the checkout. I can arrange international delivery though. Please contact me at email@example.com. Postage varies widely for international orders so please let me know what you’d like to purchase and the address that it needs to go and I’ll give you a quote. Payment can then be made via PayPal, direct deposit or credit card over the phone. An invoice will be emailed to you with details.
Postage costs are based on a combination of weight, size of parcel and world zones and are completely out of my control. There may also be quarantine restrictions that will need to be complied with, depending on the country.
Q. CAN I RETURN A PRODUCT?
A. Yes, and it can be returned for FREE. Mt Baimbridge Lavender prides itself on customer service and customer satisfaction. I guarantee 100% satisfaction with all the products.
If you are NOT 100% satisfied with your order, I’ll be glad to exchange or refund the item. I understand that circumstances beyond my control will sometimes result in faulty merchandise.
Q. PRODUCT NOT WHAT YOU EXPECTED?
A. If you receive a damaged or defective item, I’ll promptly send you a replacement or issue you a full refund. You will NOT be charged any additional shipping or handling fees for replacement of any damaged or defective product shipments.
I strive for 100% satisfaction with every Mt Baimbridge Lavender product shipped. If for any reason you are unhappy with your item, please contact me.
You must contact the Customer Care department before returning any merchandise with the reason that you’re not satisfied.
ph: 0418 586 918.
Returned items should be new, unused and in their original packaging. Items must be received within 30 days of order.
Please do not ship items without first contacting me.
Once return is approved a mailing address will be provided for return of your items.
Please return your item via Australia Post and retain your receipt. Mt Baimbridge Lavender is not responsible for items damaged or lost in transit.
I will refund *postage costs for the return of your approved items via your preferred payment method.
NOTE* Please provide a copy of the post office receipt by email to firstname.lastname@example.org.
Once the returned item has been received by us, your postage costs will then be refunded. (Please allow up to 7 days for the receipt of your refund)
NOTE: A cap of $20 per return refund applies.