Customer Care
Frequently Asked Questions
Products & Product Care
We do our best to ensure the products you love are available all year round, however, a number of factors can effect stock availability. These factors can include (but are not limited to) seasonal demand, manufacturer/supplier availability, logistical delays and quality control inspections.
If a product is listed on our website and can be added to your cart, it is in-stock and ready for immediate shipping.
In the unlikely event that your order contains a product is over-sold due to inventory or technical issues, a member of our dispatch team will contact you.
Click here to request information about specific item/s.
Unfortunately, we are unable to place holds on items.
Recommended: Our customer care team may be able to provide information about the current stock level of your favourite items, however, stock levels may reduce quickly for in-demand products. We recommend that you complete your purchase as soon as possible to avoid disappointment.
Product listings are removed from our site when
- the product line is discontinued
- we are expecting an extended delay on re-stock
- a re-stock shipment has not met our strict quality control inspection
Recommended: Contact us for further information or select an alternate design from our range.
Click here to request information about specific item/s.
Every product on our website has an information section with details such as material, dimensions, color and product features.
You can also find out more in our Product Information Guide.
Caring for your fairy garden ornaments is important and will ensure their longivity.
Visit our Product Care Guide for further information.
Orders, Shipping & Tracking
Information about shipping options, dispatch times, charges and tracking can be found on our Shipping Information page.
We aim to ship your order as quickly as possible and changes cannot be made after an order is marked as complete. Call us on (03) 9052 4447 and select ext. 2 for our dispatch team. Messages can also be left on this number outside operational hours.
Received orders are queued for dispatch. We aim to ship your order as quickly as possible, however, dispatch times can be effected by public holidays and increased demand during peak seasons.
Your order can be tracked in two ways:
- Via your dashboard
- Via the tracking number provided in the email you received at the time your was shipped
Once an order leaves our warehouse, it is in the care of Australia Post. They are best placed to assist you with questions about tracking and delivery date. You can contact them on 137678.
If your query is related to returns, goods damaged during transit or an order discrepancy, please CLICK HERE to read our Returns Policy and access the Returns Form
Account Assistance & Technical Support
Become a community member by registering for an account. The registration page can be found by clicking on the fairy door in the lower left of your screen.
Once you have completed and submitted the member registration form, you will recieve an email that contains your activation key. Click the key to finalize account creation and you will be redirected to your new dashboard where you can begin to explore the member features.
If you have not received your activation key, please check your SPAM folder!
Community Members: Your dashboard can be accessed by logging into your account via the fairy door on the lower left of your screen.
Trade Account Holders: Use the "Trade" button in the header to open the side panel menu and select the login option.
Open the Trade menu in the upper left of the header.
Select Apply for a Trade Account.
All applications are subject to review and approval.
Your password can be changed at any time by clicking here.
If you have experienced a technical error on this website, please let us know.The more information that you are able to provide, the easier it will be for us to resolve the issue for you.
Please ensure that you SCREENSHOT any errors, make a note of any error message that you receive and note the device/browser that the error occurred on.
General Queries
Our showroom is currently open by appointment. Please CLICK HERE for further information.
Showroom: Open by appointment Tuesday to Saturday 10am - 2pm
Warehouse/Dispatch: Tuesday to Friday.
Fairy Gardening Australia is closed on Sunday and Monday.
Online Orders: All major credit cards, Afterpay and Paypal.
In-store Purchase: All major credit cards and cash payments
Requests for donations or sponsorship MUST be submitted through our request form.
Requests received via social media, phone or email will not be eligible for consideration.
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