Frequently asked questions:

How long will it take to receive my order?

What if I need my order urgently?

Can I add items to my order after I have placed the order or combine orders?

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 do I order a gift card to give to someone as a present?


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:

  • For metropolitan Melbourne, Sydney, Brisbane, Adelaide and Canberra, you should receive your goods within 3-5 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?

You can select an Express Service at checkout when completing your order. 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 day. If placed after this cutoff 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 click here.

*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).

We also offer a Same Day Delivery service for local addresses. For more information about this please click here.

Can I add an item to my order after it has been placed, or combine orders?

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.

However, you can use the Message box at checkout to convey a request within your order.  For example, if you wanted more of an item, but there was not enough stock available, or you could not find a product that you wish to include.  Please write a message inthe box at checkout before you commit the order and we can get back to you about that. 

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 do ship internationally. Please take a look at our International shipping calculator to get an idea of what your postage costs would be. International shipping costs are also automatically calculated and displayed at checkout. 

International orders are not subject to sales tax, so all prices are less 10% when purchased from overseas.

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.

If you are still experiencing issues please contact our customer service team on 1300 301 767 or via email at 

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 - 4pm Mon-Fri

What forms of payment do you accept?

We accept Visa, Mastercard, PayPal and ZipPay. Please note that for international customers we only offer PayPal.

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 tick the box for "authority to leave parcel" at checkout. You can also pop instructions of where to leave to parcel in the 'Delivery Instructions' comment box. 

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

How do I convert my reward points into a voucher?

To redeem your points (for account holders only), 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.

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 which 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.

How do I order a gift card to send to someone as a present?

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 on recycled paper to give in person. 

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.  Click here to purchase an online gift card

Please note: Gift Cards purchased through our online store can only be redeemed online.
Should you wish to purchase a Gift Voucher to be used in our Brisbane stores please contact the stores directly.



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