Shipping policy

Shipping Responsibility

Once an item leaves Bonsai-En the responsibility of the product is then turned over to the courier with whom the product is shipped with. If you have any concerns about your parcel you can feel free to contact us and we will follow up with the courier on your behalf. You can also contact the courier directly which is usually the quickest way for you to get an update on your parcel.

 

International Shipping Taxes, Duties and Fees

 

Please be advised that any international customers who make purchases from Bonsai-En are solely responsible for any taxes, duties, or fees that may be imposed by their respective local governments upon importation of our products. It is the responsibility of the customer to be aware of and adhere to their local import rules and regulations. Bonsai-En cannot be held liable for any such charges or complications that may arise from non-compliance with these regulations. We encourage our valued international customers to familiarize themselves with their local customs and importation policies to ensure a smooth and trouble-free shopping experience.

 

What Happens If My Order Is Lost, Stolen or Damaged In Transport?

 

In the unlikely event that your parcel doesn't arrive please reach out to us at Orders@bonsai-en.com.au with your order details and we will investigate your order for you. We aim to get all cases settled as quick as possible.

 

Order Never Arrived: In this case we will follow up with the courier service, Delivery drivers are required to take photographic evidence of delivery's so we can usually supply photos of where the parcel was left. If the parcel was lost and we can confirm this with the courier we will aim to get your order re-sent to you ASAP. In the case your item is no longer in stock we will provide a full refund of the items we can not supply.

 

Stolen Parcels: In the event your parcel is Stolen we will need you to first file a claim with your local police, By law we are required to have a police report to take action on stolen goods as this is a chargeable offence. We will work with you on this and also aim to get new goods sent to you as quick as possible.

 

Damaged Parcels: At Bonsai-En we pride ourselves on our packaging and have tested numerous packages to reduce damage of goods. We have now got a 99.9% un damaged delivery rate ( yes that includes pots ). In the event though that a courier does damage your items please take a photo of the packaging, the protective packaging and also the damaged item and delivery label. Once we receive these photos we can work to get you new items sent out or refunded if the items are no longer in stock.

 

Same Day Shipping

Most items will be shipped same day if the order is made before 2pm.
All other items will be shipped the next business day. Please note that sometimes we may miss our same day window due to high turn over or interruptions in the service. Same day shipping is not a Guarantee but it is something Bonsai-En likes to try and offer to its customers for a better shopping experience.  

Please allow the stated number of days the shipping company provides before contacting us concerning parcel arrival date.