FAQ's
Welcome to our FAQ's section, designed to answer all your queries about our products and services. Whether you're curious about plant care tips, delivery details, or more, find the answers you need below. Can't find what you're looking for? Feel free to contact our friendly team for personalized assistance!
Explore our FAQ's to learn more about how we can help you bring the beauty of plants into your life effortlessly.
General
Do you have a contact phone number?
Please note that we operate as an online store only, we do not offer phone support. For any support, please contact us through email.
For all enquiries, please email us at: hello@flaxfarm.nz
I need garden advice. Do you offer this?
Please note that we do not offer gardening advice or consultation services at this time.
Check out our Tips + Tricks page for some great information
https://flaxfarm.nz/blogs/news
I want landscape design, can you help?
We do not offer landscape design consultations, however, we do provide pre-designed garden packages which are tailored to suit various garden sizes and styles. Landscape design has never been so easy!
https://flaxfarm.nz/pages/design-packages
Are you open to the public?
Please note that we operate as an online store only, offering convenient shopping and nationwide shipping for all our products. Our facilities are not open to the public for visits or tours at this time.
Product, Care + Maintenance
Do you have the plant I want in stock?
Our current stock levels are regularly updated on our website.
If you see the product on our website it is more than likely in stock.
If a product you are after is not listed on our website, we most likely don't have it available at this time.
How do I plant my plants?
Planting is a great way to support local ecosystems. Here’s a step-by-step guide:
Select the Planting Location: Find a spot that mimics the plant's natural habitat (e.g., full sun, partial shade, dry, or wet areas).
Prepare the Soil: Clear the area of weeds and debris. Loosen the soil to improve drainage and root penetration. You might want to mix in some compost for added nutrients.
Planting:
- Dig a hole about twice the size of the plant’s root ball.
- Place the plant in the hole, making sure the top of the root ball is level with the soil surface.
- Backfill the hole with soil, gently firming it around the roots.
Watering: Water the plant thoroughly after planting. Keep the soil moist but not soggy during the establishment phase.
Maintenance: Monitor the plant for pests and diseases. Regular watering may be necessary during dry spells, but most plants (native in-particular) are drought-tolerant once established.
Observe: Enjoy watching the plant thrive and attract local wildlife!
How do I know what conditions my plants prefer?
We understand it can be hard to know what conditions each plant requires. You can find each plants preferred conditions and maintenance needs under each product description.
Happy planting!
Shipping, Returns + Refunds
Can you hold my order?
Due to our high demand and limited space, all products are for immediate despatch only.
Can I collect my order from the Nursery?
Please note that we operate as an online store only and are not open to the public. All orders are shipped and are not available for collection.
How long does it take to receive my order?
How much is shipping?
Shipping is calculated at checkout. But is based on the following...
Urban - $16.55 per carton
Rural - $23.85 per carton
My plants arrived damaged. Can I get a refund?
If you are not completely happy, we offer replacements or refunds. For more information, view our Returns + Refunds
Welcome to our Returns and Refunds page, where we prioritize your satisfaction with every purchase. We understand that sometimes items may not meet your expectations, and we're here to make the return process as simple and straightforward as possible.
Returns Policy: If you're not completely satisfied with your purchase, you may return it within 30 days of delivery for a full refund or exchange. To be eligible for a return, the item must be unused and in the same condition that you received it. It must also be in the original packaging.
How to Initiate a Return: To initiate a return, please contact our customer service team either through our website's contact form or by emailing support@[yourwebsite].com. Please provide your order number and details about the item you wish to return. Our customer service team will guide you through the return process and provide you with a return shipping label if necessary.
Refunds: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain number of days, depending on your bank or credit card issuer's policies.
Exchanges: If you need to exchange an item for a different size or color, please contact our customer service team. We will process your exchange promptly once we receive your returned item.
Damaged or Defective Items: If you receive a damaged or defective item, please contact us immediately so that we can resolve the issue for you. We may require photos of the damaged or defective item for our records.
Return Shipping: If you are returning an item because you changed your mind or it didn't meet your expectations, you may be responsible for paying for return shipping costs. However, if the return is due to our error (e.g., wrong item shipped, defective item), we will cover the return shipping costs.
Contact Us: If you have any questions about our Returns and Refunds policy, please don't hesitate to contact our customer service team. We're here to help and ensure that your shopping experience with us is enjoyable and hassle-free.
Thank you for shopping with us! We appreciate your business and look forward to serving you again soon.