Frequently Asked Questions

We have answered our most Frequently Asked Questions for you below. Either scroll through or click on any of the following to find out more:

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 $16.95 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 timeframes 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.

How do I track my order?

Once your order has been dispatched you will receive an email from Australia Post with a unique tracking number and a link to track your parcel directly (https://auspost.com.au/mypost/track /#/search).

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?

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 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.

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 (and Milton warehouse) within 2 - 3 days for free. Simply choose this option at checkout. A member of our team will contact you when your order is ready in store.

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 four Brisbane 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 12 months from the date of purchase.

How do I refer a friend?

BIOME ACCOUNT / MEMBERS

What is the Biome rewards program?

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.

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. Alternatively please call on 1300 301 767.

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 send a submission via email only to: community@biome.com.au

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?

Whilst our fashion is currently available exclusively online, we will be hosting a monthly Pop Up featuring 1 brand at a time, hosted by our Biome Paddington Store. 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?


 

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