Frequently Asked Questions
Frequently asked questions
Please review our frequently asked questions below which may help provide a quick answer. If we haven't been able to answer your question, please contact our Customer Service team via phone or email. If your query is related to media, speaking or other opportunities, please visit our media page.
Phone
(03) 5984 7900
9am – 5pm (AEST), Monday to Friday.
eMail
info@diggers.com.au
Please allow 3-5 business days for a response, and longer in peak periods.
Orders and Delivery
We are currently despatching orders within 5-7 business days. We know you're keen to receive your order as quickly as possible, and our team works hard to prepare and pack your orders fast and accurately.
Orders to WA, NT and TAS require quarantine clearance. These orders are shipped weekly which may impact delivery timeframes. Please allow an additional week to receive your package.
Once despatched, you will receive an email notification from us followed by a tracking ID from our courier which you use to track your delivery. Please note that tracking ID’s are only issued for parcels and not letters (which is mostly small seed orders).
You can view your current and past orders be logging into the top right of your screen. Orders that we have received but have not been shipped will show a status of 'unfulfilled'. Orders that have been shipped will show a 'fulfilled' status.
We will send an email confirmation as soon as your order has been shipped.
Once your order is submitted, it is sent through to our teams to be processed as quickly as possible. Unfortunately, this means that we are not able to change or cancel an order once it has been placed.
Once your order is submitted, it is sent through to our teams to be processed as quickly as possible. Unfortunately, this means that we are not able to make amendments to the delivery address on your order. We recommend always double checking your details before submitting an order to ensure it is going to the correct location.
Unfortunately, at this time we do not offer click and collect services. As we continue rolling our new features on our website, we are hoping to introduce it as soon as it is feasible. Keep an eye out, as we’ll let you know when this does become an option.
Please contact us either via phone on (03) 5984 7900, Monday-Friday, 9am-5pm AEDT, or via email on info@diggers.com.au and we will be able to discuss the best course of action. It helps if you can please take a photo and attach it to your email.
There are two different types of vouchers - ones that can only be used online and others that can only be used in our retail stores.
If you have a gift card or voucher that can be used online, you simply enter in the gift card code in the 'gift card or discount code' box in the checkout.
All gift vouchers purchased on our old website can be used on our new website. If your voucher isn't recognised please contact customer service for assistance.
It's to help make the online checkout process as quick as possible each time you order with us. It also enables you to view your current and past orders, check the delivery status and more.
Please note that due to increased delivery charges, our postal rates have changed as of 25 Oct 22 to:
Seed orders:
$6.50
Plant orders:
1-14 plants: $11.95
15+ plants: $21.95
seeds can be added for no additional charge
Hardware, books, bulbs, tuber orders:
$10.95
seeds can be added for no additional charge
Plants with any other combination of hardware, books, bulbs or tubers:
1-14 plants: $20.90
15+ plants: $30.90
Membership & member free seed only orders:
Free
Quarantine surcharge:
$6.00 - covers additional cost of mandatory inspections for WA, NT and TAS orders only
Your order will be despatched from us with instructions for our courier “to leave in a safe place”. Please note that if they cannot find a safe and dry place to leave your order, they may take it to your nearest post office awaiting collection.
Your confirmation email from our courier with your tracking number allows you to choose options of having your order either re-directed to another address or you can leave special instructions for the delivery.
Order history - Details of your most recent order history is visible on your account page. If you require any assistance on earlier orders not shown please contact our customer service team and we'd be happy to help.
Wishlist – can be viewed in your account page
Stock notifications - these are not currently visible within your account. However when you select 'notify me' and add your email address, your details are automatically saved in our system. If stock becomes available for the item, an automatic email is sent to alert. If you can't recall if you had added your email address to be notified, you can always add it a second time to be sure.
Logging into the website
Be sure to check that you are logging in with the same email address linked to your membership. If you are certain it is the same email address, then please register your detailsbefore attempting to log in again. You will only need to do this once, and will then be able to shop online with us once more.
Please contact our customer service team and we'll check to see if there is an email address linked to your membership. If not, we will add it for you so you can shop online.
Please contact our customer service team if this happens. The likely cause for this will be that we either had a different email address connected to your membership in our system compared to the one you registered with, or no email address at all. Contact us and our team will be able to help you sort this out!
Product Availability
If the item you are after is currently out of stock, we recommend selecting 'notify me', and we will notify you via email as soon as more stock becomes available.
Please take note that if the product says 'sold out for the season', it means we will not have any more of that variety available until the next growing season, which may be up to 12 months away.
If the item says 'more stock coming soon', it means that we are currently growing or sourcing more, and it is likely that more stock will become available within the coming weeks to months.
The best thing to do is to select 'notify me' for the item you are interested in, add your email address to the notification list, and then you will notified as soon as more stock becomes available.
Unfortunately there isn't.
The Diggers Club is obliged to meet all interstate quarantine restrictions and procedures for the movement of plant material (including seeds, bulbs and plants). These restrictions relate to declared weeds, plant pathogens and insect pests transferrable via plant material. Diggers is an accredited Nursery under the auspices of Department of Primary Industries Victoria - Plant Standards Branch, for the movement of plants to Tasmania, South Australia, Northern Territory and New South Wales. We also have audited agreements with the State authorities of Western Australia and Queensland.
If there are products that are not available to you in your State, please understand that this results from Government regulations, we have no say in these restrictions and must abide by them or face prosecution under the various State Quarantine Acts.
Education Program
Workshops
Our workshops are an intensive in-person educational program, hosted by our expert gardeners for a brief duration (usually 1.5hrs). The class may start with a lecture, there may be discussion and the learning is mostly academic. We wish to keep our classes to a more focused audience and depending on the subject matter they will be held either indoors or outdoors.
Masterclasses
Our specialty classes taught by our expert gardeners or run by an external presenter with an expert level of knowledge or skill in a particular area. Masterclass run for a longer duration (usually 3-4hrs) and cover a depth of material through either lecture or demonstration and are accompanied by detailed instruction.
You can find our full calendar of scheduled workshops and masterclasses on our education page, click here to check them out.
Please bring along a notepad and pen, as photos and videos are not permitted during the workshop.
We also recommend attendees bring all appropriate weather gear for the season: raincoat, umbrellas, hats, sunscreen, etc.
If there are any other items we recommend bringing for the specific workshop or masterclass you have booked, these details will be provided on the page of this class and also in your confirmation email.
No. We are trying to move away from printed communication. Once a ticket is purchased, we will send you confirmation of this via email.
No. Garden entry is included in the price of the ticket.
Due to the steep incline of the property and the garden’s historic significance, there are some areas of the garden which have limited access for wheelchairs and walking frames. Please refer to each garden page to learn more.
We follow state guidelines on all COVID guidelines.
If we have to cancel the workshop or masterclass, you will be entitled to a 100% refund.
If you cannot attend due to illness, we will issue you with a credit that you can use on future education programs - please contact us on info@diggers.com.au if you are not able to attend.
Product Guarantee and Returns
Occasionally plants will not be sent due to the quality not meeting our standards. In the case of a plant not being sent due to poor quality we will happily provide a full refund or credit. Please call our Customer Service team on (03) 5984 7900 for assistance.
If within 90 days, live plants are not performing as expected, please contact us either via phone on (03) 5984 7900, Monday-Friday, 9am-5pm AEDT, or via email on info@diggers.com.au and where possible, provide us with photos of your plants. These photos can help us to assist as much as possible with guidance on helping your plants recover and thrive, but know that when needed, we will provide a replacement or credit under our 90 day member satisfaction guarantee.
Please note our policy on living product covers only those selected for your appropriate climate zone and where enclosed instructions have been followed.
Please contact us either via phone on (03) 5984 7900, Monday-Friday, 9am-5pm AEDT, or via email on info@diggers.com.au to discuss the issue with your order and we will fix it as quickly as possible.
If this product is not perishable (e.g. a book, gloves, hardware, etc.) and has not been used or damaged, this can be returned to us and a credit can be issued to you. Make sure to include paperwork with your details on them so that we know who has returned the products and can contact you once they are received. They can be sent to us at the below address.
The Diggers Club
PO Box 300
Dromana VIC 3936
If this product is perishable however (e.g. a potted plant or a bare root rose, etc.), please note that we unfortunately cannot accept these back due to the stress the plants would be put under going through the post a second time.
Please contact us either via phone (03) 5984 7900, Monday-Friday, 9am-5pm AEDT, or via email on info@diggers.com.au if you have any further questions about this process.
Store credits can only be issued and used through our customer service team. To use your credit, please contact our customer service team on (03) 5984 7900 or email us at info@diggers.com.au
Membership
It's easy to become a member. Simply join online, and you'll start enjoying your member benefits straight away including minimum 20% discounts on all products and member exclusive products.
You can also join at one of our garden shops, or over the phone with our lovely customer service team on (03) 5984 7900 Monday-Friday, 9am-5pm AEDT.
Double check that you are signing in with the email address you connected to your membership. If your membership status is still not recognised, please give our team a call on (03) 5984 7900 or email us at info@diggers.com.au
Horticultural advice is available free to Diggers Club members! Please send an email to hortadvisor@diggers.com.au with your query, contact details, and any photos you have. Our horticulturists check these queries Monday-Wednesday and will respond to you as quickly as possible.
For over four decades, we’ve been giving away free seeds to our members so you can experiment with and enjoy novel and unexpected varieties of heirloom flowers and vegetables.
This year we are making some changes to our members free seed offer, but don't worry it's good news!
As all keen gardeners know, spring and autumn are busy months when you’re enjoying time in the garden so, to make sure you can plan your gardening year, we have moved our annual offer to January.
• You will have your 8 packets of seeds in one single and easy order
• You’ll be able to prepare and plan for the entire year
• You will be ready to sow at the most opportune time
Keep an eye out online in early January to make the most of our popular and long-standing Diggers member free seed promotion.
This offer is available in-store and online.
When the member free seed offer is open, we promote it via the magazine, email and on our website. So keep an eye out for it, and then follow the links to redeem your free seeds!
Our magazines are currently sent in a plastic wrap that is biodegradable and home compostable AS 4736.
Visiting gardens and retail shops
Opening hours can change seasonally. To plan your trip, please see up to date information for Heronswood, The Garden of St Erth, Cloudehill and Adelaide.
No! You can visit our shops and buy supplies from there without having a membership with us. However we do reserve our rare and exclusive lines for members only, and members save a minimum 20% off all products.
If you are considering joining, you can read more about membership benefits or you can speak to our friendly staff when you visit.
The gardens are owned and maintained by The Diggers Foundation, a registered not-for-profit charity. The entry fee goes someway towards covering the costs of maintenance and upkeep on the historic gardens and houses. The Diggers Foundation is a not-for-profit entity, working to protect heirloom seeds for future generations amongst other important projects. Learn more about The Diggers Foundation.
To keep our staff, members and customers safe, we follow all current requirements set out by the government.
Currently you do not need to show your vaccination status to visit our retail stores, gardens, or cafes.