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How to Order
Please note that Serene Nature House is taking Next Orders by Monday 16 November 2015 for delivery on Thursday 20 November 2015 for all fresh produce and meat (Chicken orders have to be in by 4:00pm Sunday 15 November 2015 as they are hand slaughtered on Tuesday).
Serene Nature House offers a unique organic and chemical-free home delivery service to Melbourne (metro region). We provide produce and products fresh from our farmers and suppliers. We minimise access to wholesalers and other middle corporations and go straight to the source. This means that your orders are prepared specifically for you and have not been sitting on the shelf or in the fridge. We think this is a very special service and for this reason we ask you to place all orders for the week no later than: 8 p.m. Monday night for a Thursday Delivery Our minimum order is only $85.00 [as our margins are very low and we are travelling across Melbourne to pick up fresh produce from the farms for you, we are sure that you will find our minimum reasonable given the comprehensive local choices in our basket]
Orders placed after Monday 8 p.m. will be delivered the following Thursday. The reason why our cut-off time is so early is because we order everything fresh from our farmers and suppliers. Our fresh food items are all prepared upon order and this usually takes a few days to get ready. Sometimes products are not in stock with the farmer or supplier or some vegetables or fruits may no longer be available in that week. We will substitute the product with a similar one but we will give you a call before doing so to make sure you are happy with that substitution. We will charge you the lower either the original or the substitute price and the difference will be re-credited to your account. When an item is out of stock you will not be charged for that item and we will re-credit your account for that missing item immediately.
Our vegetables and fruits are picked on Wednesdays and Thursdays just before they get to you. Our milk and yoghurts are freslhy prepared on Wednesdays and Thursdays. All meat orders are freshly cut and prepared on Wednesday and chicken is hand slaughetered on Tuesdays. Our animals are treated with the utmost respsect.
All personal care orders will be delivered on Thursday with the exception of Perfect Potion products which will be delivered with your next delivery. The reason for this is because we order the personal care products fresh from the manufacturer and this takes approximately 5 days.
Finding it difficult to place an order on the Web
If you are experiencing any difficulty placing an order, you can call one of our friendly staff members on (03) 9336 0695 to assist you with placing your order on the web or alternatively you can place your order over the phone, or via email, as we have secure paypal here facilities to take payment over the phone. We are also happy to issue you an invoice to pay via Direct Deposit.
Home Delivery Information
Our delivery time on Thursday is between 2:00pm-10pm (we will let you know the approximate delivery time for your suburb the night before). We deliver to all of Metropolitan Melbourne for postcodes 3000 to 3207 (inclusive). If your suburb is not included within the range, please send us an email with an expression of interest as we will be expanding all across Victoria.
Home Delivery Charges
All home deliveries are charged a flat fee of $6.99 (irrespective of the weight of the order or distance from CBD within Metropolitan Melbourne). This is one of the lowest delivery fees. Orders made for home delivery must be a minimum of $85 or more. All deliveries will be made in Prime Safe refrigerated approved vehicles.
Storage of food and what we ask of you if you are not home for delivery
All our produce/ products are kept cold in our accredited refrigerated vans until delivery. Your orders will be delivered initially in our complimentary eco-friendly handmade cooler bag with a reusable ice gel, at no additional cost. Because we offer a comprehensive range of produce and products, it is likely that your orders will not fit in the cooler bag. We request that you keep an ‘Esky’ or cool box (approximately 65 Litres) outside of the door, preferably with additional reusable ice packs that you can purchase from our shop, so that your orders receive full protection.
If you forget to place an ‘Esky’ outside the door we will provide additional cooler bags and re-usable ice gels. These will carry an additional charge of $7.00 per cooler bag and $2 per ice gel. You are also welcome to purchase additional Cooler Bags and Ice-Gels from Our Shop.
Please keep the complimentary cooler bag and re-usable ice-gel we have provided you and your ‘Esky’ outside of your home for your next delivery. We ask you to maintain the upkeep of the complimentary cooler bag and re-usable ice-gel. We will provide your next order in recyclable paper bags. For items that require immediate refrigeration, they will be placed in your ‘Esky’ and all other items will be placed in the complimentary cooler bag provided.
We recommend you place your refrigerated items in the fridge as soon as possible to avoid compromising your food. We also encourage you to set up a food hub with local neighbours and friends so that orders can be delivered to the one address; enabling you to take advantage of bulk pricing as well as further savings on delivery costs
Please note that Serene Nature House takes premium care for your goods until the time of delivery. We cannot be responsible or become liable for any unforeseen damage or theft to your goods after they are left in the designated area of your choice; they are your responsibility to store in the right and proper manner.
We are very proud of our website and hope you find it intuitive and easy to use. You can select your items from Our Shop on the top display or from Our Wooden Shop display in the middle of the page which breaks down the categories further for your convenience. You can add to My Basket by clicking the yellow Add to Basket box. If there are multiple selections, you will be asked to make your selection and then you can Add to Basket. There is also the option for Quick View and you can Add to Basket from there as well. If you want to go to Full View of the product, click on the product anywhere but the Quick View. This will give you additional information including ingredients, producer and a detailed description. The top right hand display of your added items will also show for your convenience so you can always remove items accidently added or add quantities. You can click on items to view your selection where where you can remove unwanted items or go back to the product to add new selections. From there you can proceed to Checkout.
At Checkout you create your own account for future purchases, this will make checkout faster and give some other benefits as well, like records of previous orders, ability to re-order, wishlists, product reviews and much more. We hope all the steps are clear along the way but if for some reason it isn’t clear please give Serene a call on (03) 9336 0695.
If you would like a reminder in relation to placing an order before Monday 8pm please give us a call and let us know that you would like a reminder SMS the night before the deadline. We accept major credit and debit cards through our online, safe, secure Paypal service. Once you complete your checkout, a confirmation email will be on it’s way to you. This will detail all your purchases, provide you with an order number and your total. Any adjustment credit to your order as a result of substitution or items not in stock will be made immediately. If you are unhappy for any reason, please contact us immediately on (03) 9336 0695. We take great pride in the service we are providing and we want you to be happy and excited about it!