Frequently Asked Questions

We currently ship to Queensland, New South Wales, Victoria, the ACT, and South Australia.

Due to strict biosecurity regulations regarding soil and plant matter, we are currently unable to ship live plants to Western Australia, Tasmania, or the Northern Territory. We’re working on it, though—so watch this space!

Our number one priority is that your new green mate arrives happy and healthy. You never know what adventures a plant can get into on Aussie roads!

To keep them safe, our plants ship in their nursery grow pots. This allows for a comfy ride and reduces the risk of "transplant shock" that can happen if they are repotted right before a big trip.

• If you bought a ceramic pot: Your plant will arrive securely nestled inside its grower pot, packaged alongside your beautiful new ceramic planter.
• Large plants: For our bigger leafy legends, the ceramic pot may ship in a separate box to keep the weight distribution safe during transit.

We guarantee your plants will arrive in happy, healthy condition. If not, we'll sort you out with a free replacement as part of our 30-Day Happy Plant Guarantee.

It is natural for live plants to show minor signs of stress after a trip in the post (and a little bit of soil might spill out). However, if the damage is beyond a minor blemish, please reach out to us within 30 days of delivery.

• To speed things up: Please send us photos of the damage (one close-up and one from a distance) to info@plantgems.com.au.

Australia can be a land of extremes! Whether it’s a frosty morning in Canberra or a heatwave in Brisbane, we keep an eye on the forecast. If we think the weather is too severe for your plant to travel safely, we may hold your order for a few days until conditions improve. We’ll always let you know if there’s a delay.

The short answer? No.
In fact, we recommend you don't! When your plant arrives, it needs to relax. Place it in its new spot and let it settle in for about two weeks.

After two weeks, once it has adjusted to your home’s light and temperature, you can pop it into its ceramic planter if you like. However, as long as your plant has room to grow in its nursery pot, you don't need to lift a finger. Many of our customers simply place the plastic nursery pot inside the decorative ceramic pot (this is called using a cachepot). It’s cleaner, easier, and the plants love it.

We offer a mix of planters, but many are designed to be used as cachepots (decorative outer pots).

• The Benefit: Because your plant stays in its plastic nursery pot (which does have holes), you can take the plant to the sink to water it, let it drain, and then pop it back into the decorative planter. This protects your floors and furniture from water spills.
• Potted directly? If you choose a plant that we have pre-potted for you without a drainage hole, don't worry. We use a generous layer of lava rocks at the bottom to create a reservoir for excess water, keeping the roots safe from rot.

Nature isn't a factory! Live plants are unique individuals, just like us. There will always be natural variations in colour, texture, height, and leaf shape. While we do our very best to photograph our plants accurately, the plant you receive will be one-of-a-kind.

First off, you’re a legend for gifting greenery!

• No Price Tags: Rest assured, all orders are shipped without pricing information on the packing slip.
• Gift Notes: On the cart page, you’ll find an option to add a personalised note.
• Care Instructions: Every order includes easy-to-access care instructions so your recipient won't be left guessing how to keep their new friend alive.

We accept all major credit cards, PayPal, Apple Pay, Google Pay, and Afterpay (because we know you need that foliage now!).

Technology can be finicky. The code might be expired, entered incorrectly, or perhaps your cart doesn't meet the minimum order requirement. Also, note that discount codes usually cannot be stacked on top of items that are already on sale. If you’re sure it should be working and it isn't, drop us a line and we'll check it out.

Looking to green up the office or send gifts to the whole team? For orders of more than 25 items, please fill out our Corporate Contact Form and we’ll sort out a custom quote for you.

We love supporting local creators. We carry a curated assortment of pots and accessories from independent Aussie makers who share our values and vibe. If a product is from a third-party artisan, their name will be listed clearly on the product page. Note: Some of these items may ship directly from the maker, so they might arrive in a separate package from your plants.