Help Centre

Find all the answers and advice you need to shop with Biome, learn from our vast sustainable living knowledge, and make a difference today. We love to solve problems and learn what matters to you - we're all in this together!

TRACK MY ORDER

Has my order been shipped?

For Account members, log in to your Account here to find the progress on your order and tracking details.

All customers will receive a confirmation email immediately your order is placed on the website, an email to say that your order is being picked, and then an email advising that your order has shipped with a link to Australia Post to track your order.

if you have not received an order confirmation email, please check your junk/promotions folders and make sure shop@biome.com.au is added to your safe senders list so you do not miss any important emails.

Orders are leaving our warehouse in 2 to 3 working days after they were placed.  Australia Post is taking longer than normal to deliver due to the volumes they are experiencing.

CONTACT US

We're available Monday to Friday, 9am to 5pm and Saturday 9am to 4pm (Eastern Standard Time), except public holidays. We aim to respond to all messages within 24 hours.

Please check through the frequently answered questions below to see if we have the answer that you need right now!

ONLINE SHOPPING & ORDERS

For all queries about your order, how to order, delivery, returns, and all aspects of our online store, please scroll down to our FAQ section below.

OUR STORES

NEW PRODUCT SUBMISSIONS

Do you have a product that might suit our customers? Please fill out this form to let us know > 

MEDIA

For media enquiries, please email community@biome.com.au or contact us on 07 3505 0156. For advertising enquiries, please email marketing@biome.com.au. Please see the sections above for customer service enquiries and product enquiries, including how to contact us. 

COMMUNITY PARTNERSHIPS, DONATIONS

Community partnerships, sponsorship and donations. Please complete our request form here.

For fundraising enquiries please see our eco friendly fundraising options 

EMPLOYMENT

Please visit this page for details > Jobs at Biome.

FREQUENTLY ASKED QUESTIONS

TRACK MY ORDER

Where is my order?

For Account members, log in to your Account here to find the progress on your order and tracking details.

All customers will receive a confirmation email immediately your order is placed on the website, an email to say that your order is being picked, and then an email advising that your order has shipped with a link to Australia Post to track your order.

if you have not received an order confirmation email, please check your junk/promotions folders and make sure shop@biome.com.au is added to your safe senders list so you do not miss any important emails.

Orders are leaving our warehouse in 2 to 3 working days after they were placed.  Australia Post is taking longer than normal to deliver due to the volumes they are experiencing.

SHIPPING AND DELIVERY

What are your Postage costs?

You can find our delivery charges here.

Can I have my order Express Posted?

Yes. Simply select the Express Service at checkout. Express Post is $12.95 and free shipping does not apply.

If an order is placed by 12 noon (Brisbane time) then it will ship via Express Post that same business day. If placed after this cut-off then it will ship the next business day.

The parcel is shipped via Australia Post and they provide a Guaranteed Next Day delivery. This is subject to your postcode being within the Australia Post next day delivery network. For network coverage please see here.

*Please note that Express Post is not available for bulky / heavy items (such as Bokashi bins) to areas outside Brisbane.

Do you ship internationally?

Yes. We offer flat rate shipping from $10 for orders up to 2kg. We accept orders from NZ, USA, Canada, UK/Ireland, China, Europe (EU) and other countries. International orders are not subject to GST, so most prices are less 10% when purchased from overseas (the GST free prices will appear at check out). The final cost of shipping is shown at checkout once you have added your delivery location. You can view our international shipping costs here.

How long will it take to receive my order?

We aim to ship your order within 1-2 working days from Brisbane*. Our estimated delivery times from when an order is placed are:

Metropolitan Melbourne, Sydney, Brisbane, Adelaide and Canberra, you should receive your goods within 3-5 working days.

WA, Tasmania and regional areas of all other States, your order will take 7 - 13 working days to arrive.

*These time frames can vary across holiday periods as well as around public holidays. Please contact Australia post directly on: 13 76 78 with any questions regarding delivery timeframes.

I have made a mistake with my address. Can I change it?

We cannot make any changes after your order has been finalized. Once your order has shipped you will receive tracking information from Australia post and a prompt to log into www.auspost.com.au/mypost, where you can redirect your parcel.

What materials do you use to package online orders?

We use environmentally-responsible packaging and recycle all packaging materials that are sent to us. We use recycled shredded cardboard to protect your products and we seal your box with paper tape. If there are any packing 'beads' in your box, they are made from corn-starch and can be put in your compost or garden.

My parcel has not arrived. What should I do?

Please check the tracking for your order: you can find the tracking details in the Shipped email from Biome, or, log in to your Account to find the tracking details in one handy spot.

If your parcel has not arrived as indicated please check the following before contacting us. Thoroughly check around the front and sides of your property. Please check with other people at your premises and also see if you have received any correspondence (email, SMS or collection slip) from Australia Post to advise that it has been delivered to your local Post Office.

Should these steps not resolve your issue or if your order is missing in transit, please send us an email with your order details to: shop@biome.com.au. We can launch a missing parcel investigation with Australia post. Please note this can take up to 10 business days.

If you provide authority to leave for your order please note that we cannot accept responsibility if your parcel is lost or stolen after delivery has been made.

What is Safe Drop / why has my order not been safe dropped?

Safe drop is when Australia Post leaves your parcel in a safe spot at your premises*. If you are happy for your order to be Safe Dropped please tick the box for "authority to leave parcel" at checkout.

If you have a preferred spot for Australia Post to leave the parcel, please leave us a note in the ‘delivery instructions’ section at check out. *NOTE: not available on orders over $150 in value.

Not all addresses are suitable for this service (e.g. apartments, PO Boxes or Parcel Lockers). If your parcel will be exposed to weather or too visible to passing traffic, they will take it to a local Post Office for you.

If you provide authority to leave for your order please note that we cannot accept responsibility if your parcel is lost or stolen after delivery has been made.

Can I pick my order up from your warehouse?

Yes. Simply choose ‘Click and Collect’ and select ‘Milton’ as your collection point. A member of our team will contact you as soon as your order is ready to collect.

ORDERS

How do I contact Biome about my order?

Please send your enquiry to shop@biome.com.au. Please make sure to include all relevant order details. Alternatively please call on 1300 301 767. 

How do I know that Biome has received my order?

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 send an email to shop@biome.com.au or call us on 1300 301767 and we can check for you.

Can I add to my order after it has been placed?

We are sorry that due to the speed and manner in which we process and despatch orders, we are not able to add items to your order once it has been submitted, nor can we combine orders placed at separate times.

What happens if you are out of stock of an item that I have ordered?

If we are temporarily out of stock of an item that you have ordered - we will contact you within 24 hours and offer you the choice of a refund, waiting for that exact item or choosing again.

My order is a gift – do you include an invoice?

All correspondence will be sent electronically. We do not include a physical copy of the invoice in your order.

PAYMENT

What payment types do you accept?

ONLINE we accept:

Visa, Mastercard, American Express & Debit cards
PayPal
Apple Pay, Google Pay, Microsoft Pay
Afterpay
Zip Pay

IN STORE we accept:

Visa, Mastercard & Debit Cards
Union Pay
Zip Pay

How do I use ZipPay?

All you need to do is select ZipPay as your payment option at checkout. You will be transferred to the ZipPay website where you can complete payment. Once approved, your order will be shipped as normal.

You can then enjoy your purchases while you pay it off over time. Please see here for more information.

CLICK AND COLLECT

How does Click and Collect work?

You can shop online and pick up in one of our stores for free. Simply choose this option at checkout.

Milton warehouse - pick up within one day
Brisbane stores - pick up in two to three working days
Gold Coast - pick up in two to three working days
Burwood - pick up in three to four working days

Please wait for our team to contact you to advise that your order is ready to collect in store.

STORES

Where are the Biome stores located?

We have six physical stores

BRISBANE

2 Latrobe Tce, Paddington
33 Adelaide Street, Brisbane CBD
216 Riding Road, Balmoral
Level 3, Indooroopilly Shopping Centre, Moggill Road

GOLD COAST

Brickworks, 107 Ferry Road, Southport

MELBOURNE

Burwood Brickworks, 70 Middleborough Road, Burwood East

Find our locations and opening hours here >

Will I find all products that I see online in your stores?

We have some 5,000 products available online and it is just not possible to have them all available in all stores at all times!  We endeavour to carry our most popular items.  We are very happy to request any product into store for you, and of course we also offer a free click and collect service.

If you are travelling to a store for a particular item, please call the store first to check they have it in stock for you.  Find their phone numbers here >

RETURNS / EXCHANGES

How do I return an item?

If you have ordered an item that is not quite right, returning it to us is easy. Please see here for instructions.

Do you offer exchanges?

Please note that while we do not offer exchange. You are however, welcome to return the item to us for a refund and place another order. Please note – we do not cover return postage costs for change of mind.

Can I return an item from an online order to one of your stores?

An item is missing / incorrect. How do I resolve this?

Please send an email with your order details to shop@biome.com.au and our team will look into this.

I think my product is faulty! What should I do?

Please send an email with your order details to shop@biome.com.au which outlines the issue and attach a photo/ video and our team will assess for you.

Purchased In Store - Biome adheres to the Australian Consumer Law for consumer guarantees and returns. If you believe a product is faulty, please contact the store from which you purchased the product.

VOUCHERS / PROMOTIONS

Do you have a newsletter?

Yes! You can sign up to our weekly newsletter here.

Should you wish to change your details or subscription preferences in the future, please look out for the 'Preferences' link at the top of every newsletter.

How do I find out about your sales/promotions?

Please make sure that you are signed up to our weekly newsletter and make sure to be following us on social media:

How do I apply my promotional code/gift voucher/Biome rewards voucher?

Please firstly make sure to check the terms and conditions to make sure that you are eligible to use the code. To redeem - enter and apply the code into the ‘voucher’ field at checkout.

I forgot to apply my discount code. Can you refund me?

Voucher/ promo codes must be redeemed at check out. We cannot refund you if you forget to enter the code.

How do I purchase a gift voucher?

Our online gift cards make shopping for the perfect gift easy. They can be sent by e-mail directly to your recipient as soon as your order, or you can set up a special date for your gift card to be received. You can also choose to print at home.

Each gift card contains a unique code for your recipient to use when shopping in our online store.

To customise a gift voucher and add it to your cart you must first click into the item and complete the gift card information. Then click 'Add to Cart' and proceed through checkout as normal. You can purchase an online gift card here.

How long are gift vouchers valid for?

Vouchers are valid for 36 months from the date of purchase.

How do I refer a friend?

BIOME ACCOUNT / MEMBERS

What is the Be. Club?

You accrue vouchers worth 5% of your purchases to use on your next online order. Your points start accruing as soon as you shop online. 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 which you can convert into a voucher of $13.45, which can be used on your next online order.

Please note - points are only earnt on full priced items.

How do I create an account?

To create an Account, you can either click on My Account in the top navigation menu, or you can elect to join as you proceed through checkout.

I have forgotten my password. How do I reset?

Go to ‘My Account’ at the top of the home page and click on the "Forgotten your password?" link. An email will be sent to your email address.

How do I update any of my account details?

To update any of your account details simply go to ‘My Account’ and ‘My Addresses’ or ‘My Personal Information’.

How do I redeem/ convert points and apply at checkout?

To redeem your points (for account holders only), please log in to ‘my account’ at the top of the home page, then click on ‘My loyalty points’. You can choose to ‘Transform your points into a voucher’ at any time.

Once you have transformed your points into a voucher, you will see ‘Vouchers from my loyalty points’. To apply the voucher at online checkout, simply enter and apply the code that starts with FID into the voucher code space. Please note that Reward points do not accrue for products that are already discounted. Please see here for terms and conditions.

How do I leave a product review?

Once you're logged in to your account, go to the product you wish to review and look for the 'write your review' link near the Add to cart button. We do read and take on board every review that is written.

Do you offer a wishlist?

Yes! We do. To add an item to a wishlist please click on the 'add to wishlist' button on the product listing. You will then be given the option to create a new list, add to an existing list, or share your wish list.

BIOME SUBSCRIPTION BOXES

When will I receive my Biome box?

We ship by the seasons so the four boxes will be sent out in the first or second week of the following months:

  • September for Spring
  • December for Summer
  • March for Autumn
  • June for Winter

I need to change my delivery address for my subscription box. How can I do this?

Please send an email through to shop@biome.com.au with your updated delivery address.

CONTACT US

How do I contact Biome about my order?

Please send your enquiry to shop@biome.com.au. Please make sure to include all relevant order details.

Call on 1300 301 767

Message us on Live Chat using the button on the bottom right of the screen.

We are available Monday to Friday, 9am to 5pm and Saturday, 9am to 4pm (Brisbane time).

How do I contact your Brisbane stores?

How do I find out about your DIY workshops?

How do you pronounce Biome?

We love the many ways you pronounce Biome, but officially it is pronounced bye-oh-m (rhymes with 'home').

Do you have an affiliate program?

Yes we do. You can read about it here.

I am a blogger. Can I work with you?

No sorry, we aren’t looking for bloggers at the moment.

I would like Biome to stock my product. How do I make a submission?

Before making a product submission, please make sure that your product meets our strict standards which you can find here.

If your product does meet our strict criteria we would love to hear from you - please see here.

Can Biome sponsor my event/charity/fundraiser?

Please complete our sponsorship request form here.

Press/Media enquiries. Who can I contact?

Please email community@biome.com.au or tel: 07 35050156 (or 0408 009983 - media inquiries only).

PRODUCTS

Are your products Cruelty Free?

Yes. Cruelty Free means that a product or product ingredients have not been tested on animals. Everything at Biome is cruelty free based on independent certification or the manufacturer's statements. We specify where products are certified by Choose Cruelty Free, Leaping Bunny or PETA.

Do you products contain palm oil?

No. We do not stock any items containing palm oil. You can read more about our stance on palm oil here.

Where can I read about your strict standards?

You can find out more about our strict standards here.

Do you offer wholesale?

We wholesale a small range of items. You can view items that we currently wholesale here.

Can I get my branding on your products?

We are sorry - we do not offer any branding services.

Do you have slow fashion items in store?

Our entire fashion range is currently available online, and we offer a selection in our Southport store only.

Stay tuned to our @Biomeslowfashion Instagram or join our Biome Slow Fashion Community group on Facebook for regular updates.

PRIVACY

Where can I view your privacy policy/ terms and conditions?

CONTACT US SHOULD YOU STILL NEED HELP

Email shop@biome.com.au

Call on 1300 301 767

Live Chat using the icon on the screen your bottom right

We're live Monday to Friday, 9am to 5pm (Brisbane time), and Saturday 9am to 4pm - except national and Queensland public holidays.


 

Please be aware that due to the size and weight this product attracts a postage surcharge.

Further details are provided on the product listing.