FAQs

At Urban Jungle Sydney, we process orders every Monday and Tuesday, with a cut-off time of 3 PM on Sundays. Any orders placed after this time will be dispatched the following Monday or Tuesday.

• Confirmation Email

Upon placing an order with Urban Jungle Sydney, you'll receive an order confirmation email. If you don't see this email in your inbox, please check your junk or spam folder. Haven't found it? No worries! Simply reach out to us aturbanjunglesydney@icloud.com, and we'll be happy to assist you.

• Verifying Your Information

We kindly ask that you review all the details in your order confirmation, especially your shipping address. Accuracy is crucial to ensure your plants reach you safely and promptly.

• Address Corrections

Spotted an error in your shipping details? Don't panic! Please contact us immediately, and we'll update your information before dispatching your order.

• Returned Orders

In the rare event that an order is returned to us due to incorrect address information, we will need to wait for its arrival before we can resend it. To cover the additional postage costs, a $20 reshipment fee will apply.

Orders are shipped in the order they are received. If you place two orders within the same week and wish to combine them to reduce postage costs, please contact us at urbanjunglesydney@icloud.com.au. Please note that we do not automatically combine orders.

If your orders have already been packed or dispatched, we cannot guarantee that we can combine them. Therefore, we recommend contacting us as soon as the second order is placed to facilitate this request.

Please contact us at urbanjunglesydney@icloud.com before returning any items and for any other concerns.

Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law (if you are a consumer) and other relevant laws.

If you are a consumer under the Australian Consumer Law:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period for which a remedy may be available can vary from product to product, depending on factors such as the nature of the product and the price.

Returns

Our policy lasts 48 hours after item collection or delivery. If 48 hours have gone by since your collection or delivery, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be healthy and in the same condition that you received it. It must also be in the original packaging.

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 you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.

Exchanges

We only replace items if they are defective or damaged.

• Unless specified otherwise, plants will be shipped in their pots.
• For larger orders, we may occasionally need to ship plants semi-bare-rooted. This method maximises shipping efficiency whilst ensuring plant safety and minimising potential transit damage.
• To help your new plants settle in smoothly, please have appropriate potting medium ready upon their arrival.

We take great care in packaging and dispatching your plants, ensuring they are packed in the most appropriate and secure manner to accommodate their size, shape, and variety.

On the rare chance that your plant looks like it was damaged in the delivery process please email us some photos within 24 hours of delivery.

• We use the Australia Post Express Service for all our parcel deliveries. Shipping time estimates are provided by Australia Post and can be viewed on their official website. While delivery times can be influenced by various external factors, the majority of parcels are typically delivered within 1-2 business days.
• By default, we authorise Australia Post to leave your parcel in a secure location if no one is present at the delivery address. If a safe location cannot be identified, the parcel will be redirected to your nearest Australia Post outlet. Should you prefer that your parcel not be left unattended, please contact us at urbanjunglesydney@icloud.com, and we will arrange for a signature to be required upon delivery.
• You will receive tracking information once your parcel has been handed over to Australia Post. If you do not receive your tracking details by the end of the business day on Tuesday or Wednesday, please check your spam or junk email folders before reaching out to us.
• We take great care in packaging and dispatching your plants. However, once the order is in Australia Post's care, we cannot guarantee its arrival condition or delivery timeframe. Urban Jungle Sydney is not liable for any delays, losses, or damages that may occur during transit.

Additional insurance coverage for your shipment is available through Australia Post. If you're interested in this service, please contact us for detailed information on options and associated costs.

• Live plants can only be posted directly to NSW, ACT, QLD, VIC, SA.

For customers residing in Western Australia (WA), Northern Territory (NT), or Tasmania (TAS), it's important to understand the quarantine regulations affecting plant imports. These states have implemented strict biosecurity measures to protect their native ecosystems and agricultural sectors from potential threats.

Plant Concierge Services:

To simplify the process of importing plants to quarantine states, several plant concierge services are available.These services can guide you through the necessary steps and handle the required inspections and paperwork.

Ordering Process:

When placing an order for delivery to a quarantine state:

1. Contact a plant concierge service to arrange their assistance.
2. Use the provided concierge address when completing your order.
3. Ensure the correct care-of (C/-) name and company details are included.

Shipping Schedule:

Urban Jungle Sydney dispatches orders every Monday and Tuesday, with a weekly cut-off for postal orders at Sunday midnight. Please allow ample time for your order to reach the concierge service for processing and inspection.

Plant Transportation:

We ship plants in their pots to minimise stress during transit. This approach is particularly beneficial for plants undergoing multiple transportation stages and treatments before reaching their final destination.

Alternative Import Option for WA Residents

For Western Australian customers, there's an additional import option available under certain conditions:

• Apply for prior approval to import plants (limited to less than 20 plants).
• Plants must be washed free of soil and potting mix.
• A full inspection upon arrival is required.
• Some plant species may not be eligible for this method.

To explore this option, contact the relevant authorities for guidance and approval.

At Urban Jungle Sydney, we're committed to making the plant import process as smooth and cost-effective as possible for our customers in quarantine states. For any questions or assistance, please don't hesitate to reach out to us aturbanjunglesydney@icloud.com.

We currently do not offer international shipping for our plants due to the complexities involved in exporting from Australia. However, some businesses specialise in this service. You are welcome to purchase from us and have your order shipped directly to one of these businesses, which can then arrange to export your plants to your location.

For more information on arranging this process, please visit the following website before purchasing: Monstera Plant Export Service.

When you complete your order online and select the option for pick-up, please wait to receive an email informing you that your order is "Ready for Collection."

After having received your 'ready For Collection' email, please follow these steps to arrange pickup from our Coogee Greenhouse:

1. Visit the 'Greenhouse' booking page.
2. Select a time that suits your schedule.
3. Confirm your booking.

• Please ensure you arrive on time.
• If you need to reschedule, kindly contact us at least 24 hours in advance.

We are able to deliver to the following suburbs in Sydney.

If your suburbs is not listed, please contact us at urbanjunglesydney@icloud.com or 0401147494 on WhatsApp, for a quote.

Below are a few points you need to consider should you choose to have your plant delivered.

Please note that the plants you receive may be slightly more mature than those depicted on our website, reflecting our commitment to providing you with healthy and robust specimens.

At Urban Jungle Sydney, we acknowledge that plants are living entities with distinct characteristics.

While we strive to provide an accurate representation of the plants you will receive in terms of size, colour, and condition, please note that minor variations may occur due to seasonal changes and climatic conditions.

Organic Pest Management

We utilise organic pest treatments on all our plants. A slight haze may be present on your plant, which is a normal result of our preventative measures.

This commitment to organic care ensures that you receive healthy plants.

Urban Jungle Sydney is a charming small business located in Coogee, founded in 2018. Our mission is to provide high-quality indoor plants that enhance the greenery of your living spaces.

Marc, a passionate plant enthusiast, is the driving force behind Urban Jungle Sydney. Each plant receives meticulous care and attention, ensuring that they thrive and maintain excellent quality. When you choose a plant from our collection, you can be confident that it has been nurtured under optimal conditions and is ready to brighten your home.

We offer a carefully curated selection of indoor plants, all hand-picked and lovingly cared for by Marc. While our collection may be small at times, it prioritises quality over quantity, ensuring that every plant is ready to find its new home with you.

Absolutely! We welcome you to visit our greenhouse in Coogee. However, please note that we operate on an appointment-only basis. As our hours may vary, we recommend checking availability before scheduling your visit.

You can reach us via email aturbanjunglesydney@icloud.com.

Our visiting hours are limited because Marc balances a full-time job during the week while managing this passion project in his spare time.

As the founder of Urban Jungle Sydney, Marc personally oversees all aspects of plant care. Each plant is selected with love and attention to ensure robustness and vitality. Quality is paramount; when you purchase a plant from him, you can trust that it meets the highest standards. Unlike many businesses that source plants from wholesalers without allowing them time to acclimatise, every plant sold by us has been thoroughly checked and approved for readiness to transition into its new home.

OVERVIEW

This website is operated by Urban Jungle Sydney. Throughout the site, the terms "I", “we”, “us” and “our” refer to Urban Jungle Sydney. Urban Jungle Sydney offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

SECTION 1 - ONLINE STORE TERMS

By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state of residence, or that you are the age of majority in your state of residence and you have given us your consent to allow any of your minor dependents to use this site.

You may not use our products for any illegal or unauthorised purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You must not transmit any worms or viruses or any code of a destructive nature.

A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time.

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION

We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.

This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES

Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS

Certain products may be available exclusively online through the website. These products may have limited quantities and are subject to return or exchange only according to our Return Policy.

We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.

We reserve the right, but are not obligated, to limit the sales of our products to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or service made on this site is void where prohibited.

We do not warrant that the quality of any products, information, or other material purchased or obtained by you will meet your expectations, or that any errors will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more detail, please review our Returns Policy.

SECTION 7 - OPTIONAL TOOLS

We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.

You acknowledge and agree that we provide access to such tools “as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.

Any use by you of optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).

We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS

Certain content and products available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS

If, at our request, you send certain specific submissions (for example contest entries) or without a request from us you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.

We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are unlawful, offensive, threatening, libellous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.

You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e-mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION

Your submission of personal information through the store is governed by our Privacy Policy. To view our Privacy Policy.

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS

Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).

We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES

In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY

We do not guarantee, represent or warrant that your use of our service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained from the use of the service will be accurate or reliable.

You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.

You expressly agree that your use of, or inability to use, the service is at your sole risk. The service and all products and services delivered to you through the service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.

In no case shall Urban Jungle Sydney, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the service or any products procured using the service, or for any other claim related in any way to your use of the service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the service or any content (or product) posted, transmitted, or otherwise made available via the service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION

You agree to indemnify, defend and hold harmless Urban Jungle Sydney and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY

In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION

The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.

These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT

The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.

These Terms of Service and any policies or operating rules posted by us on this site or in respect to The Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws Australia

SECTION 19 - CHANGES TO TERMS OF SERVICE

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

SECTION 20 - REFER A FRIEND TERMS AND CONDITIONS

To qualify for a promo code, the referred person must (i) be a new customer, (ii) use a referral link to obtain the promo code and (iii) make a purchase on https://www.urbanjunglesydney.com in an amount greater than the minimum amount specified in the referral offer prior to the promo code’s expiration. Referring customers will receive a referral credit via email after the referral is confirmed. Referring customers may only earn one referral credit per referred person. In the event a referred person returns a purchased item and their lifetime order value decreases below the minimum purchase amount, the referral credit awarded to the referring customer will be rescinded. Customers may not refer anyone who has an existing https://www.urbanjunglesydney.com account under an alternate email address. The maximum rewards for any customer is limited to $100. Any abuse of this offer, as determined by us in our sole discretion, may result in the rescission of the referring customer’s referral credit and the referred person’s promo code as well as both parties’ inability to participate in this or future promotions. Examples of abuse include posting referral offers on discount and deal sites, attempting to refer yourself through the creation of multiple accounts, and attempting to circumvent tracking features implemented to prevent gaming of the referral program. Referral credit cannot be applied to previous purchases, and is not redeemable for cash. This referral program is subject to modification or termination at any time without notice in our sole discretion. 

SECTION 21 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at urbanjunglesydney@icloud.com