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Frequently asked questions:

How long will it take to receive my order?

What if I need my order urgently?

How do I add items to my order after I have placed the order?

What does it mean when an item is doesn't have an 'Add to Cart' button below it?

Do you ship overseas?

I can't remember if I have an account, what should I do?

I've requested a new password but haven't received it. What should I do?

I've received my new password, but I still can't log in. What should I do?

What forms of payment do you accept?

How do I track my package?

How do I convert my reward points into a voucher?


How long will it take to receive my order?

We aim to ship your order within 2 or 3 working days from Brisbane. *

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.

*The exception to this time frame is where an ordered item is out of stock so your order may be delayed for several days until we have all items to send at once (we will advise you of any delay and give you the choice of waiting for that exact item or choosing again).

What if I need my order urgently?

We are happy to provide an Express Service of sending your parcel within one working day of when you submit the order and sending the parcel by Guaranteed Next Day delivery (the order will only arrive next day if you are in the Australia Post next day delivery network). The cost is an additional $10*.

*Please note that Express Post is not available for bulky / heavy items (such as Bokashi bins) to areas outside Brisbane unless you wish to pay the total Australia Post Express Post charge (we will quote you first for your approval).

How do I add an item to my order after it has been placed?

Should you wish to add an item/s only within a few hours of placing your order, we may be able to do so. Our orders are often packed and despatched the same day, so your order may have already been finalised. Here is how to add the item:

1) Please place another order online with the item/s that you would like using the same name and account details/email address that you used for the first order. Please note: if the item is not available to be added to your cart, it does mean that we are out of stock and you can not place the order. However, please do insert your email address to receive an alert email as soon as the item is back in stock.

2) At checkout, please enter the voucher code COMBINE that will discount the shipping so that you do not pay a second shipping cost.

3) Towards the end of the checkout page, please enter in the Comments box a message that you wish to combine this order with your earlier order including the first order number.

4) Please send an email to letting us know that you have placed a second order and wish to combine them. In the event that your first order was already packed and finalised, we will let you know and refund the amount of your second order.

What does it mean when an item is doesn't have an 'Add to Cart' button below it?

Sometimes a supplier can not supply us with certain products. If an item is temporarily out of stock you may place your email address in the box provided on the order page and we will contact you as soon as it becomes available again. If you order an out of stock item with other items, you will be charged separate postage & handling charges for each delivery.

Do you ship overseas?

We are happy to ship to other countries. Please take a look at our International shipping calculator to determine what your postage costs would be. 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 for your approval.

I can't remember if I have an account, what should I do?

If you are unsure whether you have set up an account with Biome, click on the 'My Account' tab at the top of the page. Enter your email address and click on the 'forgotten password?' link. If you have an account an email will be sent to your email address with a new password within a few minutes. You may use this to log in.

I've requested a new password but haven't received a new one, what should I do?

If you have not received an email please look in your 'junk mail' or you may need to check your spam filter and add Biome to your safe senders list. If it's still not there you may have entered your email incorrectly. Please try entering it again in the 'forgot password' box. This will generate an email that will provide the link you need to generate another email that will send you a temporary password. *Please note that this action will change your current password.

Once you log back in with the new password, you can then change it back to your password of choice under the My Account - My Personal Information section.

I've received my new password, but I still can't log in. What should I do?

1. Go back to the Biome homepage by clicking on the Biome logo at the top left of the page.

2. From the homepage click on ‘My Account’ on the top right of the page.

3. This will bring up a login page.

4. Under the ‘Already Registered?’ section please enter your email address in the provided box. Under the ‘password’ section, please enter the new password as provided in the email (making sure to include capitals, as it is case sensitive).

5. Click ‘Log in’. This will allow you to login. From here you can follow the instructions as provided in the email to change your password.

If this is unsuccessful, please call us on 1300 301 767 between 9am - 5pm Mon-Fri

What forms of payment do you accept?

We accept Visa, Mastercard, direct bank deposit and cheque.

How can I track my package?

An email will be sent to you as soon as your package has been shipped that will provide you with a tracking number and the Australia Post website link where you can track it. All items will be sent by registered mail, meaning it will need a signature upon delivery. If you suspect you will not be home, please let us know by writing "authority to leave without a signature"  in the comment box at check out along with the details of where to leave the package in a secure place out of the weather.  If you give authority to leave the package it is a good idea to add "order insurance" to your order as we can not accept repsonsiblilty if your parcel is lost or stolen.

How do I convert my reward points into a voucher?

Our reward point system is our way of saying thank you for the many ways you choose to make a difference to our fragile planet. 

Your online purchases accrue vouchers worth 5% of your purchases.

Your points start accruing as soon as you shop online. You can only redeem these points with your next online order.  The value of the points that are converted into a $ voucher are shown with every product and on the checkout page. For example: if you buy a product worth $269 you receive 269 loyalty points. Your cart will total 269 points wich will be converted into a voucher of $13.45 that you can use on your next online order.

Please note that Reward points do not accrue for products that are already discounted.  The following Terms and conditions apply.

To redeem your points, please log in to MY ACCOUNT on the top menu bar, then click on "My loyalty points".  You can choose to "Transform your points into a voucher" at any time.  Below that you will see "Vouchers from my loyalty points".  To apply the voucher at online checkout, simply enter the code that starts with FID.

You will also receive our regular Rewards newsletter with great specials, eco living news and extra benefits throughout the year. Please add to your 'safe senders list' so that you don't miss any of our specials.

For more information on our rewards points in our Brisbane stores please visit our Biome Rewards page> 



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