Any questions ? FAQ’s- Ordering, Contact, Payment, Laybys, Shipping & more!
Ordering with Butterfly Garden is easy!
You can place an order with us on the website at any time of day.
Can we help in any way?
We can be reached for help with any enquiries, requests or help during business hrs.
The quickest form of contact is via private message on our Business Facebook page: Butterfly Garden (for kids!)
Or via email : firstname.lastname@example.org
We promise to always answer your questions honestly, and with your best interest at heart.
How do i pay for my order?
We offer 3 options on the website:
Paypal- by far the quickest and safest way to shop online, you don't even need a paypal account if you have a credit card. Just follow the Paypal prompts through checkout to complete your order.
Credit Card- please follow the prompts to pay securely with your MasterCard or Visa Card
have an afterpay account? Shop with us 24/7 using your afterpay account, or set one up by following the prompts through checkout.
How much does shipping cost?
We offer free shipping on all orders over $100!
( untracked large letter accessory post for accessory orders & tracked satchel for timber/toy/ decor orders- if you prefer your accessory orders to be sent via tracked post, please choose the tracked option through checkout)
- Hair Accessory/Bow orders -$4.50 Untracked large letter post (NO Timber items,Bags,Decor or Toys)
- Flat rate $8.95 Tracked satchel/box - all other orders
- Free Shipping all orders over $100 (automatic)
Weve worked very hard with our suppliers to offer you the best value prices and are super pleased to now be able to offer you low flat rate shipping fees.
*Please take note of shipping options and choose carefully- If incorrect shipping is chosen through checkout, (ie: untracked letter post for timber items) a PayPal invoice will be sent form the balance of postage and your order only sent on payment.
We rarely go on sale, but when we do it’s usually big! During sale or promotion times, only one discount or offer is valid through checkout. Multiple codes/ offers cannot be redeemed.
How long does it take for my order to arrive?
Current Covid note:
Australia Post are advising of delays across the network, due to the pandemic. We haven’t seen significant delays so far, though it may be possible.
More information can be found on the Home page of the Aus Post website.
In addition, our daily collection of post has been reduced, meaning there may be a few days between your order being packed and ready to go out & collection.
We appreciate your patience while your order is being prepared & delivered x
Please allow our quoted 2-6 week’s for your handmade wooden order to be posted during normal trade times.
During Busy times these quoted turnaround times may be extended, to cope with the volume of orders or circumstances beyond our control.
We will always do our best to have them out as soon as possible.
Toy & Handmade accessory orders have a 10-14 working day turnaround depending on the item & time of year. Sometimes sooner!
This is the time it takes to make your order and reflects the current volume of orders.
After your order has been sent, Please then allow time for Australia Post to deliver your items. Once in the hands of the couriers, freight times are outside of our control. As Australia is a large and diverse country please allow 2-14 business days for delivery ( as quoted by AusPost)
Large bulky items may be sent by the courier of our choice. Generally their delivery time is 1-5 days.
Local Delivery- we offer free local delivery from Penrith- Katoomba. Delivery days are generally Once a fortnight.
Please don't hesitate to let us know if your order is urgent, we will Always do our best to make sure it arrives in time for you.
Just pop a message through via our Fb Page to discuss our current rush order times.
Large or repetitive Urgent orders may be subject to a $10 Rush Order fee.
RUSH ORDERS NOT AVAILABLE DURING OUR BUSY SEASON FROM OCTOBER- JANUARY.
I've placed an order online, what now?
Once you have completed, checkout and payment, you will receive an automatically generated email confirmation of your order. Your order will be filled via our copy of this email.
Please be sure to check that all details on your email copy of your order are correct, as the address provided is the one we will use to finalise postage.
Extra postage cost will be incurred if your parcel is sent back to us and need to be re-posted.
Because our time is best spent making and sending orders, we work really hard to keep our admin time to a minimum- the next time you’ll generally hear from us is when you’re order has shipped & a shipping notification with all tracking details is sent to let you know it’s on it’s way!
Is everything on the website in stock?
We do our best to ensure that all stock levels are correct at the time of your order. Very rarely, an order may cross over with a sale in store, and an item be unavailable.
In this event, we will work with you to ensure that your order is still delivered ASAP. If the item is due in store within 10 working days we will fill your order as planned. If not we will contact you to offer you either a refund or delayed shipping.
Some of our ranges may be custom order items, especially bulk items. In this case we will have notes re: shipping time in the details section of that item.
What if i change my mind?
Once an order is placed we cannot accept cancellations, especially on our handmade range. If your item is no longer required please contact us as soon as possible, we may at our discretion, offer an in-store credit voucher to the value of the order you originally placed.
We can only accept order changes up to 1 week prior to shipping for all handmade items . Please advise us as soon as possible during business hours, to advise of any changes you’d like to make.
In accordance with Australian Retail Policy, we can only accept returns or exchanges for faulty or damaged items.
We may at times be able to exchange an item for something of the same or greater value, at our discretion. We are always happy to discuss your options for exchange over the phone.
If a change-of-mind refund is granted, a 20% Re-stocking fee will be applied & deducted before the balance is refunded, via the payment provider used at the time the order is placed.
What if my item arrives faulty or damaged?
We have very strict quality control focus in store and in our packing process. All items are thoroughly checked for damage before being shipped or put out on the shop floor.
However if your parcel does happen to arrive damaged or faulty we are happy to help. Please contact us within 7 days to arrange an exchange, via email or phone.