FAQ

If you can’t find the answer below, please send the email to “service@lifelikeplants.au”, we will reply you as soon as possible.

What should I do if I have trouble logging in?

Please follow these instructions: 

Check your login details. Your login username is the email address you used for registration.

If you have forgotten your password, please select the “Forgot your password?” option on the Sign In page. Complete the information regarding your registration details and select the “Reset your password” option.

Please make sure that your web browser accepts cookies.

Our website may be undergoing system maintenance. If so, please wait 30 minutes and try again.

If you are still unable to access your account, you can contact our Customer Service Department and indicate the problem. We will assign a new password for you and you can change it once you log in.

What should I do if I want to add or remove the items in the cart?

Please sign into your account and select the shopping cart on the top right of the page. You will be able to view all of the items that are currently in the shopping cart. If you wish to delete an item from the cart, simply click on the “Remove” button next to the item. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the “Qty” column.

Can I get a discount if I make a larger order?

Yes, the more pieces you purchase, the higher the discount. Please email to “service@lifelikeplants.au” and provide the following information:

– The product(s) that you are interested in

– The exact order quantity for each product

– Your desired timeframe

Our Sales Department will reply to you with a quotation. Please note that the larger the order, the more postage you will save. For instance, if your order quantity is 20, the average shipping cost per unit will be much cheaper than if you just buy one piece.

What is Stripe?

Stripe is a secure and trustworthy payment processing service which allows you to shop online. Stripe can be used when purchasing items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). We cannot see your card number as it is securely encrypted through Stripe’s server. This limits the risk of unauthorized use and access.

What is PayPal?

PayPal is a secure and trustworthy payment processing service which allows you to shop online. PayPal can be used when purchasing items by Credit Card (Visa, MasterCard, Discover, and American Express), Debit Card, or E-Check (i.e. using your regular Bank Account). We cannot see your card number as it is securely encrypted through PayPal’s server. This limits the risk of unauthorized use and access.

After making a payment, can I change my billing or shipping information?

Once you have placed an order, you should not change your billing or shipping address information. If you want to make a change, please contact our Customer Service

How do I know if my payment has been received?

Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit our store and log into your customer account to check the order status at any time. If we have received payment, the order status will show “Processing”.

Do you provide an invoice?

Once we have received an order and payment has been cleared, the invoice will be sent to you with the package or via email.

Can I use other payment methods to pay for the order, such as a credit card or an offline payment method?

We accept credit cards, PayPal, etc, as payment methods.

1) Credit Card (Through Stripe) 

including Visa, MasterCard, JCB, American Express.

2) Debit Card (Through Stripe)

including Visa, MasterCard,JCB, American Express.

3) PayPal (If required)

The most convenient payment method in the world.

4) Bank Transfer Directly

We will offer our bank detailed information in the mail of quote to you.

5) Pay by phone

Call us to finish the payment.

How do I change the shipping method?

Once you have placed an order, the shipping method should not be altered. However, you can still contact our Customer Service Department. Please do this as soon as possible during the order processing stage. It may be possible for us to update the shipping method if you cover any difference incurred in the shipping cost.

How do I change my shipping address?

In the event that you wish to change the shipping address after placing an order, please contact our Customer Service Department as early as possible during the order processing stage to indicate your request. If the package has not been dispatched yet, we will be able to ship to the new address. However, if the package has already been shipped, then the shipping information will not be able to be changed while the package is in transit.

When will I receive my items after I place an order?

The duration depends on the shipping method and the destination zone. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

Do you ship to my country and what are the shipping rates?

We only sell in Australia and only ship to Australian customers.

Transportation costs vary according to the size of the goods, delivery address, and transportation method. We provide three transportation methods, which correspond to different situations.

  1. Express or Auspost Delivery

Suitable for delivery of most small items across Australia, a cost-effective express delivery method

  1. Melbourne City Express Delivery

Applicable to delivery in urban Melbourne and some suburbs with same-day delivery

  1. Cross-Regional Bulky Express Delivery

Suitable for transporting bulky items to other states

Why is the shipping cost on some items so expensive?

The delivery cost depends on the shipping method that is selected, along with the shipping time and the destination suburb. We will choose the best option which meets your individual needs, the freight cost and the shipping time.

Does the product price include the shipping price?

The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.

How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

How do I track my order?

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company. The tracking information normally appears after 1-2 business days following dispatch. 

After payment has cleared, how long do I wait until my order is sent out?

Normally our handling time is 2-3 business days. This means that your item(s) will generally be sent out in 3 business days. 

If we are short of stock, we will discuss with you to confirm the arrival status and the latest delivery time. Usually we replenish stock every week.

How can I cancel my order, before and after payment?

Cancellation before payment 

If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do not process orders until a matching payment has been received for the order.

Withdrawing an order after payment

If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.

If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.

If the package has already been dispatched, then we are not able to cancel or change the order.

If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department and we will process the updated order; there is usually no additional fee for this service.

Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

How can I return purchased items?

Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service, please provide us with the following information:

  1. The original order number
  2. The reason for the exchange
  3. Photographs clearly showing the problem with the item
  4. Details of the requested replacement item: the item number, the name and color
  5. Your shipping address and phone number

Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or Payment ID so that we are able to locate your order information. 

The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.

Under which circumstances would an item be able to be exchanged or returned?

We pride ourselves in the quality of our products. 

For online customers outside Melbourne, the sold items cannot be returned or exchanged in cases other than quality issues or mis-shipment.

For Melbourne customers, you can go to the store to exchange for other products of equal value within one week after receiving the goods.

Quality Issues:

If you find any item to be materially defective, the item can be returned to us in the same condition. Although we carefully check all merchandise for visible defects and damage prior to shipment, it is the buyer’s responsibility to check the product upon its arrival to make sure it is free from any defects or problems. Damaged goods due to client negligence will not be accepted for refund.

Mis-shipment:

We will exchange your product in cases where the purchased product does not match the item ordered. but perceived color differences due to your computer monitor will not be exchanged.

Please note:

All returned and exchanged items must be returned within 30 calendar days. Returns and exchanges will only occur for eligible products. We reserve the right to refuse the return and exchange of any items. 

Where do I return the item?

After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to us. Once we have received the item(s), we will confirm the RMA information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.