Online shop - Terms & Conditions and Delivery policy


We accept payment by Credit card (Mastercard and Visa) Orders are not dispatched until full payment has been received.


At Poyntons Nursery, we respect the privacy of your personal information in our care. Under no circumstances will information be sold or made available to marketing agencies or similar parties not involved with the Poyntons. 

Contact page on Website: or by email:

Credit Card

This method will be made via Shopify, a website using one of the most secure payment processors available.  Shopify uses 128-bit encryption technology to protect customers' information during checkout.  

Unpaid Items

If no payment is made within 7 days from the date of order then your order will be cancelled. Please contact us if you are having any delay in making your payment.

Refunds, Exchange and Faulty Products

We understand that you cannot physically look at our products prior to purchase, so if you are unsatisfied with the product (ie. Wrong size, colour, faulty) in any way please contact us immediately. Email: or call 03 9337-8111 and ask for a member of the Online customer service team and we will return or exchange the item for the same agreed value.

We unfortunately do not provide credits, so we will either return your money or exchange the product under the following conditions:

  • Contact with us must be made within 7 days of receipt of your order
  • The products must be returned to us within 14 days of receipt of your goods ‘as new’, unused, undamaged and with original packaging/labels intact.
  • If your item is faulty, the cost of delivery/postage will be incurred by us.
  • Returns by mail: Please enclose your receipt and merchandise within 14 days of receipt of the goods, in a box and mail to:

Change of Mind policy:

  • If you change your mind or feel that the product is not what you expected, the responsibility of delivery/postage for returned items will be incurred by the customer.
  • 14 days change of mind policy - please call us on 9337-8111 to discuss with our Customer Service Team
  • Items must be returned with receipt, original packaging and labels. 

Poyntons Nursery Online shopping team
Cnr Vida Street and The Boulevard
Essendon 3040

Returned goods:

  • Please allow 14 working days from the day you return your package for your account to be credited with your refund.

With respect to faulty items, we pride ourselves on quality control and items are checked prior to dispatching. However, in the rare instance that the product is faulty please call 9337-8111 or email us to discuss. Faulty items must be returned within 7 days of receipt of order with labels and packaging intact. On inspection of the fault, Poyntons Nursery will give a full refund for the item or will replace it providing stock is available.

We endeavour to always carry stock items. However, due to circumstances beyond our control, supply may be delayed in some instances. Should this situation arise, a member of our Online customer service team will call you to advise our expected delivery date.

Poyntons Nursery reserves the right to deny a refund or exchange if the product does not meet the return of goods policy requirements as set out above.

Damaged in transit

If you receive our delivery and it appears to have been damaged in transit, please contact us to let us know so that we can help.


As is sometimes the case, you may need to cancel your order. We are happy to do this providing you have given us notice either by email or phone call within 48 hours of the placement of your order. Providing the order has not already been dispatched we will cancel the order.

If by chance your order has already been dispatched, then you are responsible for paying for and returning the item in its original condition to Poyntons Nursery. Upon receipt and inspection of the product, we will refund you fully.

Postage, Timing of Dispatch and Delivery of Order

We deliver to selected suburbs within Melbourne Metro.  Deliveries will be received within 3 - 5 business days.  We do not deliver on weekends, however, contact our Online customer service team if this is the only delivery option available to you. Once payment is cleared, we will contact you to inform you when the items will be delivered.  The delivery fee is zoned, determined by postcode.

Zone 1 $30 delivery $50 minimum spend:

3040, 3039, 3041, 3032, 3042, 3034, 3012, 3033, 3055, 3031, 3044, 3046, 3019, 3011, 3056, 3058, 3020, 3021, 3043, 3036

Zone 2 $40 delivery $100 minimum spend:

3052, 3057, 3002, 3054, 3186, 3051,3050, 3013, 3010, 3053, 3068, 3038, 3047, 3072, 3006, 3022, 3065, 3070, 3071, 3060, 3015, 3000, 3066, 3008, 3025, 3049, 3205, 3073, 3067, 3078, 3037, 3206, 3121, 3004, 3056, 3074, 3016, 3003, 3001, 3007, 3009, 3005

Zone 3 $50 delivery $100 minimum spend:

3018, 3427, 3059, 3028, 3062, 3030, 3429, 3047, 3074, 3037, 3061, 3021, 3023, 3335, 3064, 3063, 3027


Due to occupational health and safety requirements (heavy and/or large items) delivery will require a second person at an additional cost of $25.00.

At this stage, we do not deliver/send items outside our designated postcodes, interstate or overseas. However, if you would like assistance with this, please contact our Online customer service team and we will be happy to help.

Please note an attempted delivery by us is interpreted as a delivery.  We do not accept liability if there is no one to accept the delivery at the designated delivery address.  It is the customer's responsibility to correctly enter the details of the delivery address.   

Poyntons is committed to providing an exceptional delivery service.  Our own Poyntons drivers or selected courier service will take all care in order for all items to arrive undamaged to you.

Out of stock items 

As many products are seasonal, once an item is out of stock, it may or may not become available again. Our next seasons stock often change, so it is best to contact us to discuss whether that item will become available again.