FAQ

Orders and processing

What time do I need to order by?

Orders placed by 5:00pm AEST (Sydney time), Monday to Friday, start processing the same business day. Orders placed after the cut-off on a Friday, over the weekend or on a public holiday start processing on the next business day.

How long does it take to process my order?

Handling time (Mon–Fri) is 1–3 business days. In that time your order is picked, checked and dispatched.

Can I change or cancel my order?

To change your delivery address, email support@timorae.com before your order moves into processing. You can cancel within 12 hours of ordering. After that, your order may already be on its way and would need to be returned once it arrives.

Shipping and delivery

Where do you deliver?

We deliver to addresses in all Australian states and territories. We don't currently ship overseas.

How much is shipping?

Standard shipping is free on every order across Australia, with no extra fees added at checkout.

How long will my order take to arrive?

After a handling time (Mon–Fri) of 1–3 business days, transit time (Mon–Fri) is 7–14 business days – around 8–17 business days in total from when you order. Regional and remote areas, peak seasons and public holidays can add a little extra time.

Which carriers do you use?

We work with trusted carriers including Australia Post and Sendle. The carrier depends on your address and the size of your order.

Where does my order ship from?

Timorae is operated by a UK-registered company, but our products are fulfilled by international logistics partners and warehouses. Your order won't ship from our registered address and may come from an international fulfilment centre.

Will I have to pay customs or import charges?

No. Prices are in AUD and include GST, and any import duties or charges are covered by us. There's nothing extra to pay on delivery.

Tracking

How can I track my order?

We'll email your tracking number within 48 hours of dispatch. You can also check progress on our order tracking page.

My tracking says delivered, but I don't have my parcel. What should I do?

Check around your property and with neighbours first. If it still hasn't turned up, email support@timorae.com within 3 business days and we'll open an investigation with the carrier.

Returns and refunds

Can I return something if I change my mind?

Yes – within 30 days of delivery. Items need to be unused, unassembled and in their original packaging, with all parts included.

How do I start a return?

Email support@timorae.com with your order number, the item and the reason for returning it. We'll send you a return authorisation and the return address. Please don't send anything back before it's been approved.

Who pays for return shipping?

If an item is faulty, damaged or incorrect, we cover return shipping. For change-of-mind returns, return shipping is at your cost.

How long do refunds take?

Once your return is received and approved, your refund is processed within 7 business days (Mon–Fri) to your original payment method. Your bank may take a few extra days to show it.

Can I exchange an item?

The quickest way is to return the original item and place a new order for the one you want. If your item is faulty, we can arrange a replacement.

Is there anything I can't return?

We can't accept change-of-mind returns on used, assembled, installed or planted items; opened potting mix, fertiliser, seeds or bulbs; live plants; personalised items; gift cards; or final sale items. If any of these are faulty or not as described, your rights under the Australian Consumer Law still apply.

What if my order arrives damaged or wrong?

Email support@timorae.com as soon as you can, ideally within 48 hours, with your order number and photos of the item and packaging. We'll arrange a repair, replacement or refund.

What are my rights under Australian law?

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. Our returns policy is offered in addition to those rights and never replaces them.

Privacy and security

How do you use my personal information?

We use it to process and deliver your orders, provide customer support, prevent fraud, improve our store and meet our legal obligations, in line with the Australian Privacy Principles. We never sell your personal information.

Is checkout secure?

Yes. Payments are processed through secure, encrypted systems, and we never store your full card details.

How can I access or correct my information?

Email support@timorae.com and we'll help. If you're unhappy with how we've handled your information, you can also contact the Office of the Australian Information Commissioner (OAIC).

Contact

How do I get in touch?

Email support@timorae.com or use our contact page. Our team is available Monday to Friday, 9:00am–5:30pm, and Saturday and Sunday, 10:00am–3:00pm (UK time), and we aim to reply within 24 hours.