Help & Support

Practical help for growing, shipping, and orders. If you can't find what you need here, email us at hello@belgraveorchids.com.au.

Care & Plant Concerns

Start here: Care guides for your orchid

Growing orchids successfully depends on understanding the general needs of the genus — not just the individual plant.

Our care guides cover light, temperature, and watering principles, seasonal expectations, and common mistakes. They're written at genus level, which is deliberate — orchids respond differently depending on your environment, season, and growing conditions.

Find your care guide

The genus is always listed in the product name on your order confirmation. All care guides: belgrv.au/guides

Just received your plant?

The first few days after arrival can look alarming. Soft leaves, dropped buds, or minor marks are usually transit-related and resolve with time. Read our after-arrival guide before taking action: belgrv.au/help/after-arrival

If you've reviewed the care guide and something still doesn't look right, contact us at belgrv.au/contact — include your order number and photos.

My orchid looks different after arrival

Changes in appearance during the first few days after delivery are common and almost always transit-related.

What's usually normal

  • Soft or slightly limp leaves
  • Dropped buds or fading flowers
  • Minor leaf marks or creases
  • Slower growth while adjusting to a new environment

What to do first

  • Place in appropriate light for the genus — check the care guide if unsure
  • Don't repot immediately unless clearly necessary
  • Water only if the potting mix is dry
  • Give the plant several days to settle before making changes

Full after-arrival guide: belgrv.au/help/after-arrival

If something still doesn't look right after a week

See our returns and refunds information: belgrv.au/help/returns

Or contact us directly: belgrv.au/contact

Do you ship bare-rooted?

No — plants ship in their pots as standard.

If an order is going to ship bare-rooted for any reason, we'll say so explicitly in the product listing or your order confirmation before you purchase. If nothing is mentioned, your plant is coming in its pot.

After-arrival guide: belgrv.au/help/after-arrival

Care guides by genus: belgrv.au/guides

Returns & Live Plants

Returns, refunds, and live plants

Live plants are not standard retail items. Because they're living, seasonal, and affected by transport and environment, returns and refunds are handled differently to physical goods.

When to contact us

If your plant arrives with severe transit damage, collapse, or rot that doesn't improve after an initial settling period, contact us within 48 hours of delivery.

Include:

  • Your order number
  • Clear photos of the whole plant
  • Close-up photos of the affected area
  • A photo of the pot label or tag

What is not normally considered a fault

  • Dropped buds or fading flowers
  • Temporary leaf softness or wrinkling
  • Cosmetic leaf marks or minor blemishes
  • Size, shape, or growth variation
  • Changes related to transport or environmental adjustment

After-arrival guide: belgrv.au/help/after-arrival

How refunds are assessed

Each case is reviewed individually, taking into account the condition of the plant on arrival, the timeframe of contact, photographic evidence, and the nature of the issue. Our goal is a reasonable and practical outcome.

Care guides: belgrv.au/guides  ·  Contact: belgrv.au/contact  ·  Refund policy: belgrv.au/help/returns

Contact & Support

How to contact support

Support is provided by email only.

Email: hello@belgraveorchids.com.au

Or use our contact form: belgrv.au/contact

We aim to respond within one business day. For urgent order issues, include your order number in the subject line.

Phone support is not available.

Why we provide support by email (not phone)

Plant and order enquiries often require photos and order details to assess properly. Email lets us review everything carefully before responding — rather than giving rushed guidance over the phone that could lead to the wrong outcome for your plant.

It also means there's a clear written record of everything discussed, which helps if an issue needs follow-up.

To get in touch: belgrv.au/contact

Shipping & Delivery

Track your order

Once your order has been dispatched you'll receive a tracking email from Australia Post. If you can't find it, check your spam or promotions folder first.

If your order includes both plants and accessories, you'll receive two separate tracking emails — plants and accessories ship from different locations with different carriers. See: Why was my order shipped in multiple parcels? below.

If your tracking email hasn't arrived after your expected dispatch date, contact us with your order number: belgrv.au/contact  ·  Shipping policy: belgrv.au/help/shipping

When do we dispatch orders?

Orders are dispatched on Mondays. To be included in that week's dispatch, your order must be placed and payment confirmed by Sunday.

This schedule is fixed and applies to both Standard and Express Post. Dispatch may be delayed during extreme heat or severe weather — we'll contact you if that happens.

Shipping & delivery timing

We ship via Australia Post using Standard or Express Post. Orders are dispatched on Mondays.

Estimated delivery after dispatch

  • Victoria: 2–4 business days (Standard), 1–2 business days (Express)
  • NSW, ACT, QLD, SA: 3–6 business days (Standard), 1–3 business days (Express)
  • WA, TAS: 5–10 business days (Standard), 2–5 business days (Express)

These are Australia Post estimates — actual delivery times vary and are not guaranteed. Shipping policy: belgrv.au/help/shipping

Express Post and dispatch timing

Express Post affects delivery speed after dispatch — it does not change when your order is sent. All orders are dispatched on Mondays regardless of shipping method. Choosing Express Post means your order travels on Australia Post's priority network once it leaves us — most metro deliveries arrive the next business day.

Why was my order shipped in multiple parcels?

Plants and accessories always ship separately. Plants ship from our nursery in Belgrave, Victoria via Australia Post. Accessories ship from our warehouse in Guangzhou, China via an international courier.

You'll receive two separate tracking emails — one from Australia Post for your plants, and one from the international courier for your accessories.

For tracking help: belgrv.au/contact  ·  Shipping policy: belgrv.au/help/shipping

Accessories: shipping from Guangzhou

Our orchid accessories — clips, labels, ties, snips, and bundles — are fulfilled from our warehouse in Guangzhou, China. Accessories ship separately from plants — always, even if ordered together. Allow 7–14 business days depending on the service selected at checkout.

Two tracking emails is normal. One from Australia Post for plants, one from the international courier for accessories.

Questions: belgrv.au/contact  ·  Shipping policy: belgrv.au/help/shipping

Weather conditions and delivery delays

Live plants are sensitive to extreme temperatures during transit. If forecasts indicate extreme heat or cold that could affect plant health, we may hold dispatch until conditions improve. We'll always contact you before holding an order.

Cool-growing genera — Masdevallia, Dracula, and Sarcochilus — are most at risk in summer heat.

If you have concerns about a shipment: belgrv.au/contact  ·  After-arrival guide: belgrv.au/help/after-arrival

Still need help?

If you've checked the resources above and still need assistance with an order or plant, get in touch directly.

Contact support