Eco friendly Brisbane Stores Customer Service Contact

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Customer service

Delivery

Most of Australia: delivery is $9.95 or FREE for orders over $100*below exceptions. More info >

Brisbane: delivery is $6 to post codes 4000 to 4299 and 4500 to 4549 or FREE for orders over $100.

Express service: is available with a cost of $20 (or more for heavy/bulky items) due to Australia Post's expensive express service cost. Please see more info about our Express service >

Pick up in store is FREE!  Choose your store pick up location at checkout and we will arrange for your order to be there asap (usually within 2 days).  You will receive a telephone call to advise when your goods are ready to be collected.

 

Guarantee and 30 day returns

We guarantee that your earth-friendly shopping experience will be entirely satisfying and that you will be happy to shop with us again. If this is not the case, please contact me so that we can make sure we meet your expectations.

If you are not satisfied with a product once you've had the chance to appreciate it first-hand, you are welcome to return it to us within 30 days, unused and in a pristine saleable condition with the original packaging *(there are some exceptions) and we will refund your cost of goods. 

*These items can not be returned (unless they're faulty of course)

Skin & body care, makeup and food items -  as we can not be sure whether these items have been exposed to heat and thus spoiled.  We're sure you agree that you would not wish to receive one of these items that had previously travelled around Australia!  We are happy to help you make the right decision first time, so please don't hesitate to call us on 1300 301 767.
Water purifiers, Bokashi bins & Wishbone bikes - these are big, but straight-forward items with plenty of info and photos to help you make the right decision before we ship them!

Here's how it works

Please email us with details of the product you wish to return.

You then pack the products safely into a suitable box, address the parcel and drop it into a convenient Post Office or post box.

Once we have received the parcel and verified that the items are unused and undamaged, we will send you an email confirming that we will refund the cost of your goods. Please allow 2 - 7 days for the refund to appear on your credit card to allow for bank processing.

Please do take care with packaging the items as we can not take responsibility for any damage in return transit.

Faulty goods

Should you believe a product is faulty, please email us immediately to discuss the best course of action. Please do not return products without first contacting us.

Tracey Bailey
info@biome.com.au   ABN: 61 106871434

 

Contact us

Online orders

t: toll-free 1300 301767 within Australia or International tel: +61 7 3367 3377

Email: shop@biome.com.au

Mail: Biome, Shop 10 / 2 Latrobe Tce, PADDINGTON QLD 4064

Stores

215 Adelaide Street, Brisbane City, Queensland ~ t: 07 3221 9842

2 Latrobe Tce, Paddington, Queensland ~ t: 07 3368 3009

Store opening hours

General inquiries, suggestions & sponsorship

Please email eco@biome.com.au

Media inquiries & advertising

Please email Tracey Bailey at tracey@biome.com.au or telephone 0408 009983.

New product submissions & suppliers

Please send new product submissions only by email to products@biome.com.au. Please do not telephone the stores.

All accounts & invoicing inquiries to tracey@biome.com.au

Employment

Please visit this page for details > Jobs at Biome.

Biome Difference reward program

… is simply our way of saying thank you for the many ways you choose to make a difference to our fragile planet.

For every $500 you spend* online or in our store (over any period of time) you will receive a $25 gift voucher* (*terms & conditions do apply, particularly with already discounted items). Plus, our inspire e-news will have more specials, invitations and extra benefits.

It's free to join, simply enter your details online or instore. More details...

How to shop with us

1. SHOP ONLINE where you can either:

  • Complete the secure transaction and pay by credit card (Visa or MasterCard) or
  • Select the Cheque/money order/direct deposit/telephone payment option (mail cheque, telephone with your credit card details or pay by Direct Deposit (bank account details are given at Checkout).

2. CALL our toll-free orderline 1300 301767 or email shop@biome.com.au

3. SHOP  IN-STORE at 2 Latrobe Tce, Paddington, QLD & 215 Adelaide Street, Brisbane City.

 

How to shop online & pick-up instore

You can shop online and pick up in one of our stores. Simply choose this option at checkout.  However, please note that all orders placed online, must be paid for through our online system prior to pick up.  You will receive a phone call when your order is ready in store for you to collect.

Using the secure online shop

Browse through our departments using the shopping navigation menu on the left-hand side. When you find a product that you would like to purchase, click the ‘Add to Cart’ button.

If you wish to purchase more than one of an item, click 'Add to Cart' and then at the Shopping Cart page you will be able to insert the desired quantity. After you insert a new quantity or remove an item, click 'Update' to effect the changes.

Once you have finished your product selections, click ‘Checkout’. You can still delete / add items until you finalise your payment.

At the checkout, you will be asked to enter your delivery and payment details. Your credit card details are securely transmitted using industry standard SSL encryption technology (read more below). However, if you prefer, you can select the cheque/money order/telephone option and then telephone us on 1300 301 767 to pay over the telephone.

Postage/shipping costs will be automatically added to your order at the checkout.

You will receive an automatic confirmation of your order by email. Should you not receive this email, it means that your order may not have been confirmed. Please contact us to check.

A tax invoice will accompany your purchases.

All prices include GST. Orders from outside Australia are tax free (that is, less 10% on items where sales tax applies).

Transaction security

When you use your credit card with us you can be assured that you are protected against the misuse of your credit card details. We use Secure Sockets Layer (SSL) encryption technology to ensure that all your information is safely encrypted when it is transmitted. The padlock symbol in the bottom right corner of your screen shows the pages that are protected by the secure connection. We do not store any credit card details once your transaction is completed -- each time you go to Checkout, you will enter your credit card details.

Using discounts & special offers

Type your offer code in the Redeem voucher box at Checkout.

 

Delivery costs & times

Most of Australia: flat rate of $9.95 or FREE for orders over $100 **below exceptions.

Brisbane: delivery is $6 to post codes 4000 to 4299 and 4500 to 4549.

** An additional P & H surcharge may apply for orders (including those over $100 in value) to areas outside the East coast major regional and metropolitan centres for orders over 5kg in weight or large in size to some areas in WA, SA, NT, TAS, VIC, NSW and QLD. We will contact you first to approve any additional charge.
** Shipping is FREE for Gift Vouchers in Australia when ordered alone (the P&H will be deducted when we process your payment).

Express service ::  We are happy to provide an Express Service of sending your parcel within 24 hours (working days) of when you submit the order by Aust Post Guaranteed Next Day delivery (note: the order will only arrive next day if you are in the Australia Post next day delivery network).  We use Australia Post charges for Express post and hence the cost is $20 or more if the items are bulky/heavy (#). 

(#) Please note that Express Post is not available for bulky / heavy items (such as Bokashi bins, cleaning products and large size items) to areas outside Brisbane unless you wish to pay the total Australia Post Express Post charge (we can quote you first for your approval).

International ::  please visit our International postage calculator page.

Delivery times

We aim to ship your order within 2 or 3 working days from Brisbane - except where an ordered item is out of stock your order may be delayed for several days until we have all items to send at once (we will advise you of any delay).

Should you require urgent delivery for a certain date, or have special delivery requirements, please contact us on shop@biome.com.au or tel. 1300 301767 so that we can avoid any disappointment. While we can not guarantee delivery by a certain date, we will do our best to assist you.

Our estimated delivery times from when an order is placed are:

  • For metropolitan Melbourne, Sydney, Brisbane, Adelaide and Canberra, you should receive your goods within 5 - 8 working days.
  • For all of WA, Tasmania and regional areas of all other States, your order will take 7 - 13 working days to arrive.

Delivery service terms & conditions

Please read carefully these standard terms for reliable mail-order services.

  • Most orders are sent by Registered Australia Post e-parcel service, ensuring that your order can be traced. Occasionally we also use selected couriers.
  • If no-one is at home when Australia Post or the courier delivers, you should receive a 'calling card' explaining where to collect the parcel from the Post Office (or for couriers, how to arrange redelivery).
  • If no-one will be at home during the day, you might consider having the order shipped to a work address.
  • Instructions to leave - you can also leave special instructions (in the Comments Box during Checkout) for the order to be left in a safe location should you not be at home. Please note, however, that by doing so you take responsibility should the order go missing after it is delivered.

Please note:

  • It is your responsibility to advise us should an order delivery be late, incorrect or damaged. Please contact us immediately on shop@biome.com.au. Should an order be lost in transit, damaged or incorrect, we may not send replacement items immediately. Replacement items will be despatched according to our discretion following our investigations.
  • We do not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.
  • We will not be held liable for any loss or damage resulting from late delivery.

Creating an account & password

To create an Account, you can either click on My Account in the top navigation menu, or do it automatically as you proceed through Checkout. Creating an account gives you a handy feature that stores any items in your Shopping Cart should you need to log-off before finalising your order. When you return later you can continue adding or delete any item. Your details such as Address Book will also be stored so that you do not need to enter these next time. We do not store credit card details -- these must be entered every time you go to Checkout. You will already have an account if you have previously made a purchase.

If you have registered with us before, but not shopped since September 2011 you will need to request a new password. Please go to My Account and under Already Registered click on "Forgot your password?".  A new password will be emailed immediately (please check your Junk if you don't see it).  You can then change your password to something you remember if you wish.  Thank you for this extra step.

Forgotten your password? Go to the My Account page and click on the "Forgotten your password?" link. An email will be sent to your email address with a new password within about 15 minutes. If you wish, you can then change the new password to one you prefer.

 

International shipping

We accept orders from NZ, USA, UK and other countries.  International orders are not subject to sales tax, so all prices are less 10% when purchased from overseas. Once you have placed your order online, we will contact you by email to confirm these costs.  Please look out for an email and contact us if you do not receive it within two days.

You can see estimated shipping costs at this page > International Postage Cost Calculator.

Gift service

The pleasure of gift-giving is enhanced when the gift carries a special earth-friendly meaning.

Online shopping is perfect for gift-giving, as your gift can be sent directly to the person, wherever they may live. To do this, at the checkout you simply specify a different delivery address from your billing address. You will also be asked during the checkout to enter a personal message for the card, if you wish.

For $5 per gift we will wrap your present and include a gift card.  Please note that if you request more than one gift to be wrapped with an order, we will charge an extra $5 per gift wrapping.

You can also purchase a gift voucher and have it sent to you or the recipient by email.
Click here to purchase a gift voucher

Packaging

We use environmentally-responsible packaging and recycle all packaging materials that are sent to us. Therefore, you may sometimes receive packaging such as plastic bubble wrap, but at least it is having a second life!

Privacy policy

We guarantee to never disclose, sell, rent or exchange your personal details to any third party for any reason.

Spam annoys us greatly and we would never do anything to increase the spam cluttering our planet!

We only collect your details that are necessary to ensure that we can effectively complete your transaction and deliver your order.

Copyright and disclaimer

Copyright

All content, including site design, text, graphics and images are the property of Biome Living Pty Ltd protected by international copyright laws. All rights are reserved. All logos and trademarks are the property of their respective owners. All products are subject to the copyright of their respective owners.

Disclaimer

The customer is responsible for determining whether a particular product is fit for purpose or use. Every effort has been made to ensure the accuracy of the information contained on this website. Biome Living Pty Ltd, however, shall have no liability to any entity with respect to any inaccuracy, misleading information, loss or damage caused directly or indirectly by the information contained on this site. We reserve the right to correct and amend inaccurate information and are not bound in any way through the publication of incorrect information to honour or commit to obligations as a result of those inaccuracies. The information contained on our site is general in nature and is not an endorsement of any particular product.   resources


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