Chalet Boutique | Frequently Asked Questions

Frequently Asked Questions

Important COVID-19 Collection & Delivery Information

Local Collections
We are providing you with COVID-19 safe contactless collections. Once you place your order, we will contact you via text or email to schedule your collection time. We will be at the premises, but your package will be placed safely in our collection box 15 minutes prior to your collection time. You can safely come to our front door and collect your order without encountering anyone.

Local Deliveries via our Courier
Our courier will collect your order from us handling items hygienically and deliver to you with no contact. They will ring your doorbell and step back 1.5 meters if you are home. Your package will be placed in a safe place and a text will be sent to you once our courier is back in their van.

Australia Post
Australia post has their own COVID-19 safe protocols for the delivery of your packages. We do ask you to please keep 1.5 meters from delivery staff. Practice good hygiene and wear a mask where required. If you are experiencing symptoms or have tested positive, please let the delivery driver know before you open the door, and they will direct you from there.

More information:

Shipping & Delivery
Our plants are shipped in their nursery pots to minimise the chance of shock. It means in the rare occurrence orders are delayed, the plants are in soil and have a much better chance of arriving in a healthier condition than if they had been bare rooted. Our plants are packed with care and we have many years of experience shipping very sensitive freight.
Chalet Boutique ships throughout Australia! We can ship to quarantine states including WA and NT, but you will need to contact us for a quote to do so. All other items can be sent Australia wide.

Handling time & Delivery
We try our best to reduce the handling time, but we cannot guarantee an exact date for delivery. Live plants will be posted on a Monday to ensure they are delivered within the same week. Chalet Boutique is not liable for any damage or deterioration to the plants during transit.

If you receive a plant and feel it is not in ideal condition, clear photos must be provided within 24 hours of receiving for a refund to be considered.

Chalet Boutique cannot guarantee the perfect conditions and health of the items your order once it is being shipped.

*Please note:
• Our packages are sent the week after your order is placed.
• Post is sent on a Monday.
• Cut off is 6pm Saturday for the following weeks shipment.
• Orders placed Sunday after cut-off time will be sent in 8 days.
• We do not ship later in the week to try to ensure plants are not in transit over the weekend, however this is sometimes unavoidable.

Click & Collect?
Absolutely! Once you have made your purchase we will contact you to arrange a day and time to collect from us in Howrah.

Who do we use for freight?
Please select Australia Post Express at checkout when posting your plants from us. We prefer to send your plants overnight to ensure they are in the best condition.

Local Delivery
We use trusted local couriers to ensure the shortest amount of time travelling. Your packages will be left in a safe place if nobody is home unless you indicate a different arrangement in the cart notes.

We will email you your tracking number to enable you to follow your pieces all the way home.

Shipping pricing
Shipping is calculated and quoted by Australia Post at our checkout. This price includes all postage and handling fees. Shipping is based on the size and weight of the cart at checkout and your location.

Refreshing our stock
The best way to keep up to date is to sign up to our VIP list on our website. You will receive email notification of updates first. Please like us on Facebook and Instagram to be kept in the loop.

Opening Hours
Our website is open 24/7! We are available to chat Monday - Saturday from 10am - 5pm. You can collect from us in Howrah if you make an arrangement with us.

Return & Refunds
As we grow our online community, we would like you to shop with peace of mind. As a small family business our focus is for you to be happy and to shop with us again!

We want you to be happy and love your purchases, but we do understand on occasion you might not be satisfied. If you receive a faulty item, we will accept it back no questions asked. We will repair or replace and if that is not an option we will refund or issue a credit. Please contact us within 24 hours of receiving your item to let us know.

Once the order has been placed, it cannot be altered if you change your mind. We pack and send our goods using great quality packing materials, however, if a problem occurs please contact us to discuss at

The following conditions are not sufficient for a refund:
• Incomplete orders due to client providing the incorrect contact and delivery details
• Parcels being stolen, damaged or claimed by someone else post-delivery
• Plants suffer from shock or damage during shipping or delivery
• A customer changes their mind once an order has been placed

Still have questions?
As a small business we pride ourselves on our service and we are here to help!