FAQs

Can I combine selfwatering pots and mills in one order?

No.
Please place wholesale orders for products in only one category at a time (either pots or mills).

What are minimum order values

Minimum order values apply to all wholesale orders in each product category.
- selfwatering pots $545 (inc GST, excluding freight)
- mills $385 (inc GST, excluding freight)
Please note - It is not possible to combine different product categories (both pots and mills) in one order. Minimum order values apply to the value of products ordered in each category. 

What products do you wholesale?

Wholesale products currently available include an exclusive range of selfwatering plant pots produced in collaboration with Décor Corporation. We also provide wholesale distribution in Australia of a range of pepper, salt and coffee grinding mills produced by the Alexander Handmade Mills Company of Thessaloniki, Greece.

I am a retailer. How do I register for a wholesale account?

Please complete the wholesale registration request form here. We will review your request and get back to you as soon as we can.

I am in the trade or specifying industry and I want to quote for my clients and purchase your goods at a discount. Can I request a wholesale account?

Wholesale ordering is available only to approved retail outlet resellers. If your business is in the specifying industries such as architects, builders, interior designers, landscape designers, events, and contractors (etc) you do not quality as a wholesale customer. We do not currently offer trade discounts, but please register your details to be notified if/when this becomes available. Meanwhile please use the prices available online to quote for your clients. You can then go ahead and checkout online form available stocks via our retail store when you are ready to order. For large orders (over $1000rrp value) please contact us directly to arrange.

Do you offer on account terms?

All sales are on a proforma basis unless otherwise agreed.

Do you sell to online only stores?

Yes, we do sell to online stores, however we aim to limit the number of retailers who only sell online as we believe in the brick and mortar retail provides the best opportunity for customers to see the products and receive in-person customer service. We do not allow our products to be sold via social media (Facebook, Instagram, etc), or third party websites such as Amazon or eBay unless discussed with us first.

I am a pop-up store and/or I only sell periodically at markets. Can I order wholesale with you?

We will consider requests from pop-up / market only retailers on a case by case basis. You will need to provide confirmed locations for the upcoming 6 months to be considered for an account.

Do you offer drop shipping?

No, we do not offer dropshipping

Where do you ship from?

Selfwatering Pots  - ship directly from Décor in eastern Melbourne suburbs.
Brass Pepper Mills - ship from our Brunswick location.

Who do you ship with?

Selfwatering Pots  -  usually ship with Bluestar courier direct from Décor warehouse.
Brass Pepper Mills -  ship with Fastway or Australia Post depending on your location.

Can I track my order?

Selfwatering pots - Pots shipments do not have tracking available at this time.
Brass Pepper Mills - Tracking number will be emailed to you once shipped.

Can I use my own shipping company or pick up myself?

Selfwatering pots - No, it is not possible to pick up your order, nor arrange your own courier collection.

Brass Pepper Mills – By pre-arrangement, you are welcome to arrange your own courier collection or collect in person from our store in Brunswick.  Please check with us before placing your order.

Do you ship wholesale overseas?

Selfwatering pots - We do not currently wholesale overseas. If you are an overseas retailer interested in stocking our pots, or a distributor for overseas territories please get in touch to register your interest .

Brass Pepper Mills - We do ship the mills to New Zealand. New Zealand retailers are can apply to be a stockist for the mills here.

When can I expect my order?

Selfwatering pots - Please allow at least 14 business days for the entire process. There have unfortunately been delays beyond our control on this timeframe in the past but this is a good indication.  This timeframe is largely due to the Décor warehouse despatch timeframes.  Expedited or priority orders are not possible.

In summary, the process and timeline is:

  • Place order online
  • Make payment at time of order (please send us a remittance if you are paying by bank deposit so we can reconcile as soon as possible.)
  • Funds clear into our account generally next business day.
  • Upon clearance of funds we request despatch of goods from Décor warehouse.
  • Décor warehouse take approx 5-8 business days to pick and pack the order.
  • Additional road transit times will vary depending on your location

Estimated Transit Times

These are estimates only. Transit times for regional and remote areas may vary significantly.

VIC
Melbourne (and suburbs) 1-3 business days
Regional centres around Melbourne 2-4 business days 
Other VIC regional areas 3-5 business days

NSW
Sydney 2-4 business days
Newcastle 2-4 business days
Central Coast 3-5 business days
Albury 2-4 business days
Northern Rivers 3-5 business days
Orange 3-5 business days
Port Macquarie 3-5 business days
Tamworth 3-5 business days
Wollongong 3-5 business days

ACT
Canberra 2-4 business days

SA
Adelaide 2-4 business days

TAS
Hobart 4-7 business days
Launceston 4-6 business days

QLD
Brisbane 3-5 business days
Gold Coast 3-5 business days
Sunshine Coast 4-6 business days
Bundaberg 4-7 business days
Cairns 5-9 business days
Gladstone 4-7 business days
Mackay 5-9 business days
Maryborough 4-7 business days
Rockhampton 4-7 business days
Toowoomba 4-6 business days
Townsville 5-9 business days
Wide Bay 4-7 business days

WA
Perth 5-10 business days

NT
Darwin 5-10 business days

Overdue delivery

If your order remains undelivered more than a week beyond estimated transit time please send us an email with your order details so we can investigate.

I entered the incorrect address or missed adding essential access information in my online order?

Our ordering system is automated and orders will be sent to the exact address entered when your order is placed online. We take no responsibility for orders being sent to an incorrect or incomplete address entered by the purchaser. If your order is returned to us due to an incorrect shipping address, or failure to accept a delivery you will be charged additional postage to re-deliver the goods.

Do you deliver to non-business or residential addresses?

All non-business address deliveries require the authority to leave to be ticked and exact safe place instruction entered on the online order form. We do not take any responsibility for orders going missing. In the event that the courier needs to re-deliver to a residential or non-business address you will be charged a re-delivery fee, payable before the goods are re-released from the courier depot.

Can I request limited days/authority to leave/entry keycode access details in my online order?

Yes, please enter your opening days and hours on the online order form for the courier to take into account.

For authority to leave and/or keycode access the authority to leave must be ticked and exact safe place instruction and/or code and entered on the online order form for each order. We do not take any responsibility for orders going missing or delays when delivered to unmanned or residential addresses. In the event that the courier needs to re-deliver due to access issues you will be charged a re-delivery fee, payable before the goods are re-released from the courier depot.

I have received faulty, incorrect or missing items?

selfwatering plant pots:
Please notify us via email of the issue and will get back to you as soon as possible to rectify the situation. Damaged goods will require an image of all pots that are faulty to receive credit. Incorrect or partial missing deliveries will be notified to the Décor warehouse to ship remaining pots asap. In the event you receive an over-delivery please hold on to the extra stock until we advise of a pick up or other solution.

Mills:
Please notify us via email of the issue and will get back to you as soon as possible to rectify the situation

Do you back order out of stock items?

No, if an item is not in stock it cannot be back-ordered. If you wish to be notified when the product is back in stock you can by entering your email address when you select the product that is out of stock. When stock levels are replenished you will automatically be sent an email.

Can I edit or cancel my order once placed?

No. We are unable to edit any orders. Our online order system is fully automated so unfortunately this is not possible.

Placing and paying for an order is viewed as a confirmed order. We are not able to cancel and refund orders once they are placed and paid for. The exception is if you have selected bank deposit and have not yet made your payment. In that case we will be able to cancel your order, allowing you to place a new order with the correct stock you require.

Do you provide territory exclusivity?

We aim for a respectful retailing environment and will take in to account nearby stockists when considering new applications on a case-by-case basis. We use a number of different factors when considering whether to supply another store that is close to an existing stockist.

Do you have detailed use and care instructions?

Brass Pepper Mills:
detailed care instructions are included with each mill.

Selfwatering pots:
detailed use instructions can be found on sticker on underside of each pot

A customer has contacted us with what they believe to be e a faulty product, what should I do?

Brass Pepper Mills:

  • Please refer to the customer fault checklist in the first instance, as the most common issues with the mills are often not classed as faults but come under normal wear and tear and simply require reiteration on mill maintenance. Please note this checklist is for retail staff only, not for distribution to customer. Customer care notes are available here.
  • If after using the customer fault checklist  you believe there is a potential manufacturer fault, please complete the returns form detailing the specific problem and we’ll get back to you as soon as possible.
  • Please retain all customer contact and receipt details. Images and proof of purchase are mandatory for all potential customer faults. Please request your customers provide these when making a fault claim.
  • On receipt of the customer return form we will review the request and respond to you as soon as possible.

Depending on the issue,

  • We may provide information for you pass onto your customer, such as product use guidelines, also available here.
  • If replacement parts are required and available (handles, salt mill mechanism) please order with your next order and we will send you the replacement part to pass on to your customer. A video on how to replace the salt mill mechanism is available here.
  • If it is considered a major fault you will need to replace or refund your customer directly. We will apply a credit note to your account for the value of the faulty item. Please do not replace or refund your customer until you have contacted us and we have assessed the faulty claim.

What is the product warranty?

Brass pepper mills:
The Alexander Mills are a tried and tested product that have been in the market for almost 40 years. They consistently receive positive reviews for use and durability. The maker provides a 5 year guarantee for salt mills and 10 year guarantee for all other mills. Proof of purchase is required. Products used for commercial purposes have a limited warranty. None of our products are guaranteed for issues related to wear and tear.

Customers are asked to contact the original store of purchase directly with any warranty concerns.  At that point we instigate the faulty report process as outlined above.

Do you have replacement parts available?

Brass pepper mills:
Yes we have the following replacement parts available - mill handles, salt mill mechanism.  These can be provided on request in the event of wear and tear or accidental breakage (eg dropping a mill and breaking the handle). Replacement parts can be ordered as part of your next order and are only sent out together with the larger order. Replacement parts are free of charge up to a reasonable annual quantity. If requests exceed what is deemed reasonable by the manufacturer a fee will apply to all future replacements. (Parts replaced under warranty will always be free of charge).

If you require your replacement part to be sent by itself more quickly, please feel free to contact us although please be aware that  a separate postage and handling fee will apply.

Can I announce that I am retailer of your items?

Yes, once you have a confirmed, paid and received order then yes, please do.

Where can I get images and descriptions of your products for my website and social media?

High-resolution product images and descriptions for retailer’s use are provided on request via Dropbox links after you have completed a first order. Please note that any images and text found on www.mrkitly.com.au or in Mr Kitly newsletters are copyright to Mr Kitly and are not for retailer use.