FAQ

1. Is there a minimum order for delivery and pick-up?

Our minimum order is $40.00. This excludes the delivery cost.

 

2. Do we deliver to your area?

We deliver to most of metropolitan Melbourne and outer Melbourne areas. Please click here to use our postcode search function to see if we deliver to you.

 

3. How do I know that all the fruit and vegetable are organic?

GreenSoul Organics is a certified organic retailer with the Australian Certified Organic (ACO 13082). This means that we are audited by ACO for our purchasing and selling processes. So, you can be assured that we adhere to strict standards when purchasing certified organic produce. We only buy products from suppliers that are certified organic.

 

4. Where does all the fruit and vegetable come from?

All of our produce is certified organic Australian grown. We get most of the produce from the Melbourne Wholesale Market in Epping. Our suppliers at the market are certified organic and Biodynamic. We also source produce from certified organic farms located near us. 

 

5. What is in the produce box each week?

What’s included in each box will vary each week depending on what is in season and the availability at the market. We will update the website every week regarding what’s in the box. If you have signed up for our newsletter or subscribed to any of the boxes, you will receive an email every week with the details of the box. Please note that sometimes we might have to change the contents of the box without notice depending on the supply from the market.

 

6. Can I swap products in my produce box?

You can request for certain items to be excluded from your box and swapped with your favourites. We allow up to 4 alterations. Simply add your request in the “Customer Special Request” section.

 

7. Can I make my own box?

You can make your own box by selecting your own produce from the Fruit and Vegetable section.

 

8. How can I specify special delivery instructions?

If you need to provide any special instructions for your order, you can do so during check out. You can add your instructions in the “Delivery Comment” section.

 

9. How much is the delivery fee?

There are different fees depending on the zone you are in. Click here to see our Delivery fee structure.

 

10. Do I have to be home when my order is delivered?

No, you don’t. When placing your order, you can specify a safe location where we can leave your order in case if you are not home.  Many of our customers are not home at the time of delivery. Please click here to read our Terms & Conditions for unattended deliveries.

 

11. Can I change the delivery date for my order?

In case if you need to postpone or prepone your delivery, we need 24-hour notice so that we can plan our delivery route and avoid any delays.

 

12. Can I add or remove products from my order after placing the order?

You can make changes to your order. We need to be notified the day prior to the delivery day so that we can accommodate any requested changes.

 

13. What is your cut off time for delivery?

As we use third-party courier service for certain areas, we need the order 48 hours in advance so that it can be delivered on the requested date. For zone 1 and 2, the cut off time for next day delivery is 12 pm the previous day. For example, if you are in zone 1 or 2 and you need Tuesday delivery, we need the order by Monday 12 pm. However, if you are in zone 3 or 4 and need Tuesday delivery, we need the order by Sunday 12 pm.

 

14. Can I have my order delivered at a specific time on the requested day?

We have several deliveries each day and we plan our delivery route depending on the location. We will try our best to deliver at the requested time, but we cannot guarantee this. Also, we do use a third-party courier service for a certain location and hence it is not possible to always deliver at the specified time.

 

15. Do I have to place my order every week?

You can order whenever you like. We do have the option of having weekly or fortnightly subscription order which will save you time and makes things easier. Plus, you won’t have to worry about missing out.

 

16. Can I change the delivery day of my subscription order?

You can change the delivery day of your order. Any changes or special instructions need to be conveyed to us 24 hours in advance so that we can accommodate your request.

 

17. How can I add items to my subscription order without being charged a double delivery fee?

If you want to add additional items to your subscription order, you can do so as long as it is done 48 hours before the delivery day. Simply place your order and select store pick up during check out. Make a note in the “Delivery Comment” section to add your order to your subscription order.

 

18. Do we provide a click and collect service?

Yes, we do provide a click and collect option. You can order online and select “Store pick up” during checkout. You can then pick up from our store in Beaconsfield. We are open 7 days a week. Our opening hours are 8 am – 5 pm Monday to Friday, 9 am – 4 pm Saturday, and 10 am – 3 pm on Sunday.

 

19. Can I pick up my order the same day I place my order?

You can collect your order on the same day. For all same day pick up orders, the order needs to be placed by 12 pm and it will be ready for collection by 3 pm. To notify us if you are placing your order after 12 pm to check if we can have your order ready for pick up on the day.

 

20. What do I do if something is missing from my order?

We double-check every order before it leaves the store. If there is something out of stock during delivery, we will inform you and also make a note on the invoice copy. You do have the option of choosing something else instead or getting credit for the value of the item. If there are any items missing and you have not been notified, please call us within 24 hours of receiving the order.

 

21. How can something I ordered online be out of stock during delivery?

We aim to always have the stock level up to date. But since we have a physical store as well, we sometimes sell out of products that may appear to be in stock online. In that instance, we will notify you prior to delivery and offer an alternative or provide a credit for the value of the item.

 

22. What if I am not satisfied with my order?

GreenSoul Organics pride itself on delivering the best organic produce to its customers. However, if there is something wrong with your order, we will either exchange the item or provide a credit for the value of the item. Please ensure to notify us within 24 hours of receiving the delivery. We will sometimes request a photo of the item as we need to let our suppliers know regarding any issues.

 

23. How will I get a refund if something was wrong or not delivered?

All credits are done within 48 hours of notification. The credit amount will appear in your bank account within 5-7 business days.  

 

24. How are the chilled and frozen products delivered?

We pack chilled and frozen items in a polystyrene box with ice packs to ensure they remain chilled/frozen for up to 3 hrs. But we recommend that any chilled and frozen products be unpacked and stored away appropriately as soon as possible. 

 

25. Can I call and make an order?

We do prefer online order as it is much quicker and easier. But you can call us and place your order over the phone if you wish to. You can call us on 03 9796 1650. Ensure to have your credit card details on you so that we can process the payment at the same time.

 

26. Can I order items in large quantities?

You can order in any quantity you wish to. However, for certain items, we will need 48-hour notice depending on our stock level. We don’t hold a lot of stock of everything as we aim to get in new stock every week. We do provide Wholesale Service. Please email us at [email protected] to enquire about our Wholesale Service.

 

27. Do you deliver on public holidays?

No, we don’t deliver on public holidays. If your order delivery day falls on a public holiday, we will deliver on the following day.

 

28. What days do you deliver to in my area?

We deliver around Melbourne 4 days a week. Click here to see our delivery schedule.

 

29. How can I see my previous orders?

You can log into your account and check your previous order, click here to access your account.

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