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FAQ's

Below is a list of frequently asked questions. If you have any questions call us on 62957822 Monday-Sunday 7am-5.30pm or go to the Contact Us section and send an email.

(1) When do we deliver to your area?
(2) When can I place my order?
(3) Is there a minimum order?
(4) Is there a delivery charge?
(5) How will I know my order has been processed?
(6) What if I am not home? Can my order be left out?
(7) How are items requiring refrigeration packed? What about flowers?
(8) Can I change the delivery day?
(9) Can I request delivery at a certain time?
(10) What about if I have any special instructions or requests?
(11) What if I live in a security building and will not be home?
(12) What if an item is missing from my order?
(13) What if I am not happy with the quality of something in my order?
(14) What if an item I ordered has been substituted for another item?
(15) Can I return a product?
(16) How do I change my personal or delivery details?
(17) What do I do if I have forgotten my password?
(18) How do I find products?
(19) How do I shop from a saved list or past order?
(20) I think that I have accidentally sent my order twice, how can I check that I haven't? I am unsure if the order I sent has gone through?

(1) When do we deliver to your area?
To check what days we delivery to your area enter your postcode in the Check Delivery Times box or when you create an account . We will then confirm whether we deliver to your area and what days we deliver. We don't deliver on weekends though you can order to pick up from our Fyshwick store 7 day a week. If you want to pick up your order just notify us in the Delivery Instructions/Special Requests Section when you are at the Checkout. We deliver to the following areas on the following days:

  • INNER SOUTH Every Day Monday-Friday
  • INNER NORTH Every Day Monday-Friday
  • WESTON CREEK AREA Every Day Monday-Friday
  • WODEN VALLEY AREA Every Day Monday-Friday
  • BELCONNEN AREA Monday, Wednesday and Friday
  • TUGGERONONG AREA Tuesday, Thursday and Friday
  • GUNGHALIN AREA Tuesday and Thursday
  • GREATER QUEANBEYAN AREA Monday, Wednesday and Friday

(2) When can I place my order
You can order up to 11:00pm the day before delivery and up to 7 days in advance. If you want to order for delivery after the next scheduled delivery day just make sure you notify us in the delivery Delivery Instructions/Special Requests section at the Checkout

(3) Is there a minimum order?
The minimum order is $50 which does not include the delivery fee.

(4) Is there a delivery charge? The delivery charge is $10.00 (including GST) anywhere within our specified delivery zone.

(5) How will I know my order has been processed? When you have completed your order and it has been processed a confirmation email will be sent to your nominated email account.

(6)What if I am not home? Can my order be left out? If you are not going to be home when your order is to be delivered just let us know in the Delivery Instructions/Special Requests section at the Checkout. If you have notified us you will not be home we will pack your order with an icepack or in a coolbox so the produce will retain its freshness.When packed in a recycled poly coolbox any items requiring refrigeration will be fine out of the refrigerator for a up to 10 hours. When packed in a cardboard box with an icepack items requiring refrigeration will be fine out of the refrigerator for a few hours. A poly coolbox will guarantee the freshness and temperature of a larger quantity of items requiring refrigeration and may also be left for a longer period of time. The polystyrene acts as an insulator and will maintain the temperature of the chilled product. Remember if you are not happy with the quality of an item we will refund you with in accordance with our quality guarantee. IF YOU ARE NOT HOME AND DON'T LEAVE INSTRUCTIONS If there are no delivery instructions, your order will be left at your front door and we take no responsibility for missing orders once delivered. Where there are no instructions and there is no place deemed appropriate to leave the order, it will return to our Fyshwick store until you collect it. If you request that the order is redelivered by us on the next available day an additional delivery fee will be incurred. If you are not home when your order is delivered and if you are ordering any items requiring refrigeration we will pack your order in a coolbox for you or with an icepack. When packed in a coolbox any items requiring refrigeration will be fine out of the refrigerator for a few hours,

(7) How are items packed? What about flowers? Our experienced team carefully pack your order into a recycled box. If you have items requiring refrigeration or if you have notified us that you will not be home to take delivery we will pack your order in a cardboard box with an icepack or in a recycled poly coolbox with ice to ensure that your order stays in optimum condition (notify us by leaving instructions in the Delivery Instructions/Special Requests section at the checkout). When packed in a poly coolbox your order will be fine out of the refrigerator for many hours as the poly coolbox is insulated and keeps the temperature stable. Flowers are kept cool and in water right until they are delivered to your door. If you will not be home notify us in the Delivery Instructions/Special Requests section at the checkout and purchase Oasis Floral Foam (sold in the flower section of the website) we will pack your flowers in the foam so they will remain in water once delivered.

(8)Can I change the delivery day? Once your order has been processed you cannot go back and change the date. To discuss changing the delivery day or another special circumstances, please call us on 62957822 or go to the Contact Us section. You can always collect your order from our Fyshwick store Monday-Wednesday 7.00am-3.30pm or Thursday-Sunday 7.00am-5.30pm.

(9) CAN I REQUEST DELIVERY AT A CERTAIN TIME? We can't guarantee delivery at a certain time but please put any preference for a delivery time in our Delivery Instructions/Special Requests section when you are at the Checkout. If possible we will attempt to fulfil your requests.

(10) What if I have special instructions or requests? If you have any special instructions notify us in the Delivery Instructions/Special Requests section at the checkout or call us Monday-Wednesday 7.30am-3.30pm or Thursday-Sunday 7.30am-5.30pm go to the Contact Us section to email us at info@wiffens.com.

(11) If I live in a security building and will not be home? If you live in a building with security and will not be home to receive your order you need to make arrangement s for someone to let the delivery driver into the building so we can leave your order at your front door. In the Delivery Instructions/Special Requests section please outline the arrangements you have made either leaving instructions with the concierge or asking a neighbour to buzz the delivery driver in. Where there are no instructions and there is no place deemed appropriate to leave the order, it will return to our Fyshwick store until you collect it. If you request that the order is redelivered by us on the next available day an additional delivery fee will be incurred.

(12) What if an item is missing from my order? If we don't have something your ordered we will not charge you for that item, check the invoice delivered with your order to see if the item was marked as not being in stock and to see whether you were charged for this item. If an item is out of stock you will not be charged for that item.If you have been charged for an item that is not with your order email us at info@wiffens.comor go to the Contact Us section or call us on 62957822 Monday-Wednesday 7.30am-3.30pm or Thursday-Sunday 7.30am-5.30pm. If you leave a message make sure you leave your name and a contact number.

(13) What if I am not happy with the quality of something in my order? As Canberra's premium greengrocers we guarantee the freshness of all our produce. If you are not happy with an item we replace that item. In the event of this email us at info@wiffens.comor go to the Contact Us section or call us on 62957822 Monday-Wednesday 7.30am-3.30pm or Thursday-Sunday 7.30am-5.30pm. If you leave a message make sure you leave your name and a contact number. Wiffens will not be responsible for any loss or deterioration which occurs after delivery where you are not home to take delivery.

(14) What if I find that an item has been substituted? When you complete your order and go to the checkout you will be asked whether you will allow substitutions. This means that if we don't have an item your order we will substitute a similar item at the same or a lesser price. If you don't tick this box we will not substitute any items.

(15) Can I return a product? If you are not happy with the quality of any item you can return it to our Fyshwick store within 48 hours with an invoice. We will happily replace that item. We will happily discuss with you refunding the cost of any item where you are not happy with its quality.

(16) How do I change my personal or delivery details? You can change your personal details including delivery details and your password by logging into your account and selecting going to the My Account section (on the right hand side of the page) and then either, choosing Edit Account, Edit address book or Edit password, to change your details

(17) What do I do if I have forgotten my password? If you have forgotten your password you can enter your email address in the Login section and click on the Forgotten Password section and a new password will be sent to your email address. You can then log in using your newly issued password and change this password to one of your choice.

(18) How do I find products? You can find products by looking in the catagories section at the side of the shop page or by looking alphabetically or by using the search button.

(19) How do I shop from a saved list or past order? To shop from a past order login to your account the go to View Orders in the My Account section (on the right hand side of the page). Click on View the past order you wish to shop from and then click on Add this order to my Shopping Cart.

(20) I think that I have accidentally sent my order twice, how can I check that I haven't? I am unsure if the order I sent has gone through? Login and click on Past Orders if your order was successful submitted you will see it in this section also if your order was sent twice. You should also receive an order confirmation email every time you order.

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Mango Kensington Pride
Mango Kensington Pride
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or 2 for $6.00

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