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.

Deliveries - Australia

Delivery Lead Time

Once the payment has cleared, your shipment can take anywhere from one day to ten days, depending on your location & order complexity. 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 1300 084 884 during office hours Mon-Fri or email info@evergreenwalls.com.au to enquire about orders placed.

Delivery Methods

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 changes the customer must contact the courier directly. Alternatively, we can note the package to be left at the address without signature if notified within 4 hours of order being placed. 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 veranda 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, the customer is 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 will 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 prioritise your satisfaction. If you need to return an item for a refund, please follow these guidelines:

  • Contact us within 7 working days of receiving the items (Monday-Friday).
  • Repack the item in its original packaging.
  • Do not use the items before returning them.
  • Free returns apply only to qualifying online orders returned in full and within 7 days of receiving the product. We will provide a return label or return warehouse address. 
  • Partial returns or returns after the 7 business days will incur a shipping cost which is organised and paid for by the customer. Insurance with the chosen courier is suggested, any damage to the order in transit is the customer's liability.
  • The items are to be returned to our warehouse 48 Winbourne Ave Brookvale NSW 2100. Tracking information sent to info@evergreenwalls.com.au

Refunds

  • Once approved, refunds will be processed within 14 days of receipt by the original payment method. Partial returns incur a 10% handling fee.
  • Original and return carriage costs (if applicable) are non-refundable.
  • Customised, hand-built items or those not purchased through our website cannot be returned.
  • Customised artificial green walls cannot be returned once installed.

For clients arranging their own freight, full responsibility for pick-up and delivery must be assumed. Detailed arrangements should be provided to us post-payment, with dispatch organised at least a day before pick-up.