Frequently Asked Questions

Shopping

These are some questions you might have while shopping with us here on the Cooper&Smith website.

These are the words we use to identify the size of a propagation station design, i.e. whether it has one, two, three or four glass propagation vessels.

All our prices are in Australian Dollars (AUD) and include GST.

Our Multi Packs are bundles of all two or three sizes of the same design, whereas Luxe Packs are bundles of several completely different designs.

Sorry, we don’t offer gift wrapping. However, orders are shipped in a branded cardboard box with glossy product cards and no invoices or packing slips to spoil the surprise.

Thanks so much for your interest in stocking our collection of propagation stations, but at this time we don’t offer our products at wholesale prices.

Gift Cards

A Cooper&Smith Gift Card is perfect when you just can't decide which propagation station to choose.

Our gift cards do not expire.

We offer five different denominations: $30, $50, $80, $100 and $150. You're welcome to purchase multiple gift cards to create other amounts.

If the total order value is less than the balance on the gift card, that remaining balance can be spent on a future order.

A balance enquiry can only be processed by Cooper&Smith, so the recipient will need to contact us.

The gift card can be resent from the purchaser's order confirmation email.

The gift card can be used by anyone that has the redemption code.

Yes, the gift card is simply a form of payment like a credit card or Afterpay.

Gift card sales are final and no refund will be given.

Once the balance of the gift card has been spent, the gift card cannot be topped up or reloaded. 

Shipping

We're with you every step of the way, from our store to your doorstep. That's a promise.

With the exception of polystyrene foam to protect glassware, everything else in our packaging is recyclable. Cardboard boxes and printed postcards are made from 100% recycled materials, with orders secured with biodegradable packing tape and compostable paper-based bubble wrap.

We ship from our workshop in Wollongong, NSW. 

Our products are shipped in a brown branded cardboard box. Inside, you’ll find glossy product cards and a thank you note with information about returns and refunds. We don’t include invoices or packing slips.

It’s free! We offer Standard shipping with Australia Post with the option to upgrade to Express for $3.95.

You can track an existing order using the link in your shipping confirmation email. If you need us to resend it, please contact us.

Orders are typically processed in 1-2 business days, however there are times when orders may take up to 7 business days for processing. Once your order is shipped, it typically takes 2-5 business days to arrive. You can use Australia Post's Postage & Delivery Calculator for a more accurate timeframe. Due to COVID-19 there may be delays on the Australia Post network.

In most cases, the products in your order will be shipped together. If you need them shipped separately, please contact us before placing your order as we may need to charge an additional shipping fee.

You’ll need to contact Australia Post to resolve this issue, but please send an email to support@cooperandsmith.com.au and let us know so we can look into it too.

Currently, our store isn't setup to ship internationally. It might be possible to arrange shipping to your location, so please contact us and we'll look into it.

On Delivery

We want to make sure you love your propagation station, and that it arrives in full and undamaged.

Simply take a photo of the broken glassware and send an email to support@cooperandsmith.com.au with the photo(s) attached, within 30 days of your order. We’ll deliver a replacement glass vessel to you at no charge.

Oops! Simply take a photo of your package and send an email to support@cooperandsmith.com.au with the photo(s) attached and a description of what’s missing. We’ll work with you to organise delivery of the missing product or component.

Yep! We stock replacement glass vessels for all our propagation stations.

It is pretty easy! Simply wipe down the wood with a damp cloth when needed, this will keep the wood dust free and looking clean. You may need to rinse the glass vessels with water every few weeks inbetween cuttings.

Plant a Tree

You'll help remove an estimated 100 kilograms of carbon dioxide from our planet over the next 30 years.

We're proud to partner with Carbon Neutral and their Plant-a-Tree program to plant one tree for every order. We purchase trees in large batches ahead of their corresponding orders being placed.

You can! The Yarra Yarra Biodiversity Corridor is 400km north of Perth.

We purchase trees in large batches, so unfortunately it's not possible to issue individual certificates for each order.

You can visit Carbon Neutral's Frequently Asked Questions page or contact us.