Shipping & Returns

Deliveries - Australia

If you have any questions about delivery times or charges, please feel free to reach out to us at info@evergreenwalls.com.au. We're here to assist you.

Delivery Lead Time

Once the payment has cleared, your shipment can take anywhere from one day to ten days, depending on your location. Delays may occur depending on the particulars of your shipment. However, the following guide should give you an estimate of what to expect:

  • NSW: 1-3 Business Days
  • VIC: 2-5 Business Days
  • QLD: 3-5 Business Days
  • SA: 3-5 Business Days
  • WA: 5-10 Business Days
  • NT: 5-10 Business Days

Tracking

Tracking information will be sent via email once an order has been shipped. For more information on the shipment please contact the courier first. Our sales office can be contacted by telephone 02 8197 3002 during normal office hours Mon-Fri or email to enquire about orders placed.

Delivery Methods

We use AusPost, and Startrack Express. Our carriers deliver Mon-Fri 8am-4pm. Deliveries are un-timed but we can generally indicate the day of delivery. Please ensure that someone is available to receive and sign for the goods. We do not take responsibility for missed deliveries or issues that are out of our control. If the information changed the customer must contact the courier directly. Alternatively, we can note the package to be left at the address without signature. Normal delivery times range from 2-5 business days after payment is received.

Clients can arrange their own freight. The client takes full responsibility to organise pick-up from our Brookvale warehouse to the chosen delivery address. Full details will need to be sent to us after payment is received and dispatch will need to be organised at least the day before pick-up.

Po boxes are only accepted for sample purchases only.

International Delivery

Evergreen Walls can and does ship internationally to clients. This service is at the total discretion of the company and will be approved on a case-by-case basis. All quotes and invoices, including shipping fees do not include any import duties or taxes. All international orders from Evergreen Walls that include overseas delivery will be Deliver Duty Unpaid (DDU). For DDU shipments, clients get contacted by customs once their shipment arrives, and will have to settle any charges in order for customs to release the shipment for delivery.

Freight

Delivery - Business Address
where delivery can be received (signed for) Monday-Friday (9am-5pm). If days or hours vary please advise in Freight Comments below. i.e. Closed Mondays, delivery via rear lane.

Delivery - Residential
By selecting this option you give authority to leave for the freight company to 'leave if not home'. If necessary enter additional details into Freight Comments below. i.e. Please leave on verandah near front door.

Note: Freight companies do not call prior to delivery

Terms & Conditions

Business: If address is unattended upon delivery and re-delivery is required then you are liable for any further charges.

Residential: Once the courier has delivered the goods, we will have no further responsibility for their loss or damage.

Pickup: Once the goods leave our warehouse we will have no further responsibility for their loss or damage.

By completing an online order you agree to the above mentioned Freight Terms & Conditions.

Warehouse Collection

Sydney Head Office only. Please enter preferred pickup date/time into Freight Comments and we'll contact you to confirm. Please also provide details if arranging your own courier.

Returns - Australia

If for any reason you wish to return and be refunded for any of the items purchased, contact us within 7 working days of receiving the items

Return Details

At Evergreen Walls, we strive to ensure your utmost satisfaction with every purchase. If, for any reason, you find yourself wanting to return an item and seek a refund, please adhere to the following guidelines:

  • Re-pack in the original packaging.
  • We will provide a return warehouse address to which you should attach the shipping address.
  • Ensure that the goods are insured in transit. If the product is free returns we will arrange a courier to collect the goods.
  • Return carriage costs (if applicable) and original carriage costs will be deducted from any refund – carriage charges are non-refundable.
  • Refund for cancelled items will be made by the original payment method within 14 days of receipt.
  • Items manufactured (handbuilt), customised to customer requirements or not purchased from through our website cannot be returned.
  • On occasion clients can arrange their own freight. The client takes full responsibility to organise pick-up from our Brookvale warehouse to the chosen delivery address. Full details will need to be sent to us after payment is received and dispatch will need to be organised at least the day before pick-up.
  • Free shipping and returns are only applicable for the full amount only, if the refund is for a partial amount the free return does not apply.
  • For partial returns a small admin fee plus the cost of shipping is required to process the return.
  • Free returns are only valid if contacted within 7 days of receiving the product.
  • We have a full returns policy on all our products, however please note: once customised artificial green walls have been put up, they cannot be returned to us, as they have been made specifically to your requirements and therefore cannot be resold.