Ordering Information

Wholesale / Trade Customers: please note that some of the details below are not applicable to you. Please login to your account or contact us for more information.

 


ORDERING PROCESS:

Your order has been securely placed once you have received an order confirmation. The items will be reserved on your behalf until the selected delivery period.

If, for some reason, we are unable to supply an item once it has been ordered, we will contact you to discuss further options.

We confirm all orders by email (if you do not have an email address it will be posted to you). If you do not receive an order confirmation after placing your order, please contact us.

We do not take responsibility for any errors on order confirmations. It is the consumers responsibility to check and ensure the order and personal details are correct (this includes orders placed online). If an order is despatched with errors that were present on the order confirmation, you will be charged additional fees to correct the issue. It is important that you notify us as soon as possible if you notice an error on your order. 

Once ALL plants in your order are available for supply, the order will be collated, packaged and despatched. If your order is available prior to your nominated delivery period, it will be safely held until the requested time (unless you have selected the option to deliver earlier if possible).  

You will receive an email notification when we have begun packaging the order and another with tracking details when the order has been despatched. 

Orders containing ONLY Garden Products will be despatched within 2-3 working days following payment receipt.
 


HOW TO ORDER:

Online:
To purchase online, browse our site and select ‘Add to Cart’ button from each item you wish to purchase. You can also select 'ADD TO CART' when viewing the full details of a product, this will give you the option to add multiples by entering the required quantity before adding to your cart. You are also able to adjust the quantity in the 'Checkout' or 'View Cart'.

You can review the order by selecting 'View Cart'.

Once you have finalised the order, select ‘Checkout’ and complete the information requested, including payment method and details. Please ensure all details are correct.

Select 'Confirm Order'. You should now receive an immediate email detailing your order. The order will now be processed by us within the next few working days and you should receive an order confirmation to confirm the order is securely placed. Please contact us if you do not. 

Please note that payment is automatically deducted once selecting 'Confirm Order'. The order will not be received by us until the order is paid for.

Phone:
You can place your order by phoning 1300 044 852 (local call charge) or 03 5529 2367. Our friendly staff will be happy to take your order and help you with any questions you may have.




METHOD OF PAYMENT:

ONLINE ORDERS
The following payments methods are available for orders placed via our online store:

  • CREDIT CARD -  We accept Visa or Mastercard. We DO NOT accept American Express. Payment via credit card is securely processed by Eway. Payment will be withdrawn from the provided credit card immediately when placing the order through our online checkout.

  • PAYPAL -  Payment will be deducted immediately.

MAIL / PHONE ORDERS
The following payments methods are available for orders placed by mail, email or phone:

  • CREDIT CARD - We accept Visa or Mastercard. We DO NOT accept American Express. Payments will be processed through Eway or through our EFTPOS machine and deducted from your account within 10 business days unless requested otherwise.

  • PAYPAL – Please communicate with us if Paypal is your preferred method of payment. A Paypal Invoice will then be sent to your email address.

  • CHEQUE / MONEY ORDER - Please make out to TRELOAR ROSES and post to our mailing address or hand into our store in Bolwarra, Victoria.

  • DIRECT DEPOSIT: Direct deposit is not normally accepted for retail orders. However, if this is your only available method of payment, please contact us.

  • PART PAYMENT OPTIONS: we will accept part payments on pre-season orders. Part payments can be made to the amount of your selection. Note that all orders must be paid in full prior to despatch. Please communicate with our staff when placing your order if this is your preference.


UNPAID ORDERS:

Orders will not be despatched until full payment is made. Unpaid orders will be held until the beginning of August. If no contact is made by this time, the order may be cancelled.

We accept payment on collection for orders being pick up from our farm. Please note that pre-orders being collected from our farm in August must complete payment prior to the end of July for the order to be securely held.


ADDITIONS:

We accept additions to your order until it is being packaged and prepared for despatch. Additions will be combined with your original order and sent in the same consignment.   

Additions can be made one of two ways:
Online: to add to your order through our website, add the additional items to your cart. In the checkout select the freight option 'Please ADD TO my existing order'. The additions will be combined with your existing order.

Phone or email: if you experience difficulty with adding to your order online, please feel free to call or email with your additions. Please ensure you have your order number ready or provide it in the email.
 

ADJUSTMENTS:

Adjustments decreasing quantities (removing products from an order) will incur a $5 admin processing fee for each adjustment.

To make adjustments to your order, please contact us by phone or email with your order number. Adjustments cannot be made through our website.
 

CANCELLATIONS:

We accept cancellations providing the order is not already packed or despatched.

In certain circumstances we will accept cancellations after the order has been packaged or despatched.

If the order has been despatched and a cancellation is required, communication must be made with us. It is at the consumers expense and responsibility to arrange the return of the items in original condition and packaging to our nursery in a prompt manner. Only upon receipt and inspection of the product will a refund be made. Shipping costs will not be refunded. If no communication is made with us regarding the return of items, we may withhold a refund.

We hold the right to refuse cancellations. If approved, cancellations fees will apply.
 

REFUNDS:

Refunds due to cancellations or adjustments: 3% of the refund amount will be withheld to account for bank processing fees.