Our top priority is ensuring your plants arrive happy and healthy. Since you never know what a plant might encounter on its journey to your home, we ship each one in its nursery grow pot for the safest, most comfortable ride possible. Keeping plants in their grow pots during transit also helps minimise the stress and shock that can occur if they’re repotted before leaving the greenhouse.

Unpack your plants promptly and check each item against your order. Carefully remove the packaging and check the potting mix before watering.

Place actively growing plants in a sheltered position with bright, indirect light while they recover from transit. Gradually introduce them to their recommended growing conditions.

Follow the product’s care instructions, particularly for dormant plants, bare-root plants, rhizomes and root sets.

If your plant arrived healthy but isn’t thriving anymore, reach out to us with photos, and we’ll help you troubleshoot what might be happening. Sometimes plants need a few weeks to adjust to their new environment, whether that’s your home or office. However, if your plant’s health continues to decline within its first month, we’ll replace it under our 14-Day Customer Happiness Guarantee.

For large orders (25+ items), corporate gifting inquiries, or wholesale inquiries, please fill out our contact form.

We accept all major credit cards.

Our photographs help show the plant’s characteristics and may feature an established specimen. Your plant may be younger, smaller, or at a different stage in the season.

Foliage, colour and growth can vary between individual plants. For variegated varieties, the amount and pattern of variegation may also differ. Please read the product description and look at the photographs.

A discount code may not work for a few reasons: it may be expired, entered incorrectly, not meet the minimum order requirements, or apply to items that are already discounted and excluded from promotions.
Discount codes cannot be applied to gift cards.
If you believe your order qualifies and the discount code still isn’t applying, please contact us, and we’ll be happy to help.

We offer a curated selection of products from independent makers and brands that align with our aesthetic and values. If a third-party brand or artisan created an item, we list the brand name on the product page beneath the product title.
Some of these items ship directly from the maker or vendor. While tracking information may not always be available for those shipments, our Customer Happiness team is happy to assist with any order questions or support needs.
We accept returns for third-party items only if the product arrives damaged. If your order was damaged during transit, please fill out our contact form and include photos of the damage. This helps us gather what we need to assist you as quickly as possible, and our team will respond within two business days.

We understand timing matters. If an item you purchased goes on sale within 3 days of your order date, we’ll offer the difference as store credit.
A few things to keep in mind:
– The item must be the same product, size, and colour, and still be in stock
– Price adjustments apply only to orders placed on thesill.com
– Promotions that include free shipping, gifts, or bundle offers are not eligible
– 24-hour flash sales and gift card promotions are excluded

To request a price adjustment, please email info@allrareherbs.com with your order number.

The size selected on the product page refers to the tube or pot size, rather than the plant’s height. For example, a 50mm tube is approximately 5cm wide.

Plant height, foliage, and appearance vary by variety and season. Product photos may show established plants, flowers or fruit to help you picture their potential.

If you need a particular size, please ask us about our current stock before ordering.

We generally dispatch plant orders on Mondays, with a Thursday evening cutoff for the following Monday’s dispatch. Orders placed after the cutoff generally move to the next dispatch.

Public holidays, nursery closures or unexpected stock issues may affect this schedule. Dispatch is the day your parcel leaves our nursery; delivery time depends on its destination.

We calculate shipping on our website based on your order items and delivery address.

Add your items to your cart and enter your delivery details to see available shipping options and costs before you pay.

If no shipping option appears, please get in touch with us with your postcode and the items you’d like to order so we can investigate.

We deliver plants within Australia, except directly to Western Australia, Tasmania and the Northern Territory.

Customers in these areas may be able to receive eligible plants through a plant concierge service. Contact your chosen concierge before ordering to confirm eligibility and the required arrangements.

Seeds and other products may have different restrictions. We do not ship internationally.

Contact your chosen concierge before placing your order. Provide the exact botanical names, quantities, plant sizes and your destination postcode. Let them know your plants will come from All Rare Herbs in Maryborough, Queensland.

Once they confirm eligibility and your required arrival date, place your order using their nominated receiving address. Include any booking reference or instructions they provide.

You arrange and pay for the concierge service and onward delivery separately. See our delivery policy for current concierge options and full instructions.

Some plants naturally lose their leaves or die back during dormancy. We may also supply certain varieties as bare-root plants, rhizomes or root sets, as described on their product page.

A dormant plant can be healthy without visible leafy growth. New growth develops when conditions suit the variety.

If you’re unsure about your plant’s condition, send us clear photographs and your order number so we can help.

Our 14-day plant guarantee gives you a window to let us know if there is a problem with a plant you’ve received.

Contact us within 14 days of delivery with your order number and clear photographs so we can assess the concern and advise on the next steps. Please refer to our guarantee and returns policy for the full terms.

Availability depends on the variety, growing season, and when plants or seeds are ready to sell. We can’t always provide a firm restock date.

Join the waitlist on the product page to receive an email when stock becomes available. If there are several sizes or options, select the one you’re interested in first.

A waitlist notification lets you know stock is available; it doesn’t reserve an item.

Orders paid by direct bank transfer remain on hold until we receive and confirm the payment. Transfers may take time to appear in our account. Please use your order number as the payment reference so we can match it to your order.

Bank transfer payments are due within two business days of ordering.

If you have already paid and are concerned about your order status, contact us with your order number and payment confirmation. If we charged your card but your order shows as unpaid or cancelled, contact us before trying again.

“Processing” means we’re preparing your order and haven’t marked it as dispatched yet. It doesn’t usually mean you need to do anything.

We generally dispatch plant orders on Mondays. Once your order leaves our nursery, you’ll receive an email with tracking details. If your expected dispatch day has passed and you haven’t received an update, please get in touch with us with your order number.

Please get in touch with us as soon as possible with your order number and the changes you’d like to make.

We’ll check whether your order can still be changed or packed with another order. This depends on how far along it is in preparation, so we can’t guarantee changes.

Please wait for our instructions before placing another order or transferring additional payment. We’ll confirm any price or postage adjustments with you.

If your order contains plants and your address is in WA, Tasmania or the NT, delivery restrictions may prevent checkout from offering shipping.

A quarantine concierge service may help. Please contact Uprooted to confirm plant eligibility, costs and booking instructions before ordering.

If your address is elsewhere, please check your postcode, suburb and address details. Still having trouble? Email us a screenshot and a list of the items in your cart.

Before trying again, check for an order confirmation email (including your junk folder) and see whether a payment appears in your bank account.

If you’re unsure, email us with the name and email address used at checkout, any order number and a screenshot of the error. We’ll check the order and payment status before you retry.

Please don’t send your full card details.

Please email info@allrareherbs.com.au with your order number and details of what’s missing or incorrect. For an incorrect item, include photos of the item, its label and your packing slip.

We’ll check your order and explain how we can resolve it. If an item became unavailable before dispatch, we’ll confirm its status and arrange a refund. Please get in touch with us.

Please get in touch with us before returning anything.

Please check the tracking details for a delivery photo, safe-place location or collection instructions. Check around your property and with anyone who may have accepted the parcel.

If you still can’t locate it, contact Australia Post with your tracking number and let us know your order number so we can help follow it up.

Please get in touch with us. Please let us know before ordering if you need a later dispatch date. We’ll check whether we can accommodate your request.

Plants remain in our general nursery stock while we care for them, rather than being physically set aside. Availability and condition can change, so we can’t guarantee every item will be suitable for your requested date.

For longer delays, we recommend ordering closer to when you’re ready to receive your plants.