Help & FAQs
How long will my order take?
When you shop at Farmhouse Direct you’re buying straight from each producer, the person directly involved in growing and making the goods. We have asked our producers to ship to you within 24 hours and for weekend orders to ship on Monday. Our producers aim to ship your order promptly unless stated otherwise in their “Stall Policy” or “Delivery & Order Info” on product pages. Please allow extra time for Australia Post to deliver your parcel at busy times like Christmas and Easter.
I would like to purchase from multiple producers on Farmhouse Direct in a single transaction – can I do that?
Yes. You can order from up to ten producers in a single transaction. If you selected items from more than ten producers you will need to return to Farmhouse Direct after paying for your first ten producers in one PayPal transaction. The remaining orders will still be available for purchase in your basket – simply follow the steps you took for your first transaction.
How do I change my email address?
You can change your email address from your My Profile page.
1. Once logged into Farmhouse - Go to the My Profile section and click on the Edit Profile tab.
2. Change email address appears towards the bottom of the page.
3. Enter your new email address, and then type your password in to confirm it.
4. Click Update.
How do I change my password?
You can change your password from your My Profile page.
1. Go to the My Profile section and click on the Edit Profile tab.
2. Change Password appears at the bottom of the page.
3. Enter your new password, and then type it in again to confirm it.
Note: Password must be at least 10 characters long and must contain at least one of each: an upper-case letter, a lower-case letter and a numbers.
4. Click Update.
What do I do if I forgot my password?
You can reset your password on the Log in page.
1. Click the Forgot password? link.
2. Enter the email address you use to sign in to Farmhouse Direct and click Submit Address.
3. If the email address you entered is in our records, we'll email a link to reset your password to that address.
4. Go to the email account you provided, and follow the instructions in the email message.
- If you tried resetting your password multiple times, follow the instructions on the latest email.
- If you get locked out after multiple failed attempts to log in, you will also get an email with instructions to reset your password.
- If you still have problems resetting your password, please contact our support team
What makes Farmhouse Direct so different from other online food delivery services?
Farmhouse Direct eliminates the middleman. When you buy something on Farmhouse Direct you are actually purchasing directly from the Farmer/Producer. Just like a physical farmers’ market, the farmer sets up their stall and sets their product prices, you purchase directly from the farmer, your money goes directly to the farmer and then the farmer packages and posts your products direct to you. Keep in mind that you will receive a package from each farmer you order from and that could be from anywhere in Australia.
Why have I only received part of my order?
Just like a physical farmers’ market, when you shop at Farmhouse Direct you’re buying directly from each producer, the person directly involved with growing and making the goods. Therefore, when you place an order with more than one producer on Farmhouse Direct, you will receive a package in the post from each producer accordingly. The packages may arrive at different times.
How can I get in touch with a producer?
Contacting a producer is easy - Each product page has an ‘Ask a question’ tab on right under the product picture. Simply click on the button, write your message and send. You can check your responses by clicking on the ‘My Profile’ button in the top right corner of the page and accessing the ‘My Messages’ tab.
You can also contact the producer by clicking on the "Contact the producer regarding this order" button at the bottom of your order detail page.
Please note you must be logged in to send and read messages.
The FHD messaging system encourages communication between our members and should only be used in regards to questions regarding a product on FHD or in relation to completing a transaction on FHD.
Please use common sense and good judgment when sharing your personal information with others on FHD. Be aware that any personal information you submit can be read, collected, or used by the other party. Members can send messages to each other through the FHD messaging system but we don't allow our members to use these options to send spam or offers to buy or sell off FHD. We also don't allow members to exchange email addresses or links that do not directly help buyers and sellers complete a transaction on FHD.
How can I contact Australia Post about delivery of my parcel?
There are a number of ways to contact Australia Post, please see your options here.
Can I modify my order after I have checked-out?
Once your order has been placed and paid for, we are unable to add further items to it, even if it has not yet shipped. If you would like to add more items to your basket after check out it will be as a new order.
How do I return an item from my order?
All returns are handled directly between you and the producer. In the first instance, you should check the producer’s stall page on Farmhouse Direct to see if they have published a stall policy. You can contact the producer by clicking on the "Contact the producer regarding this order" button at the bottom of your order detail page.
How do I get free shipping on my orders?
From time to time Farmhouse Direct offer special promotions for a limited time. We love offering free shipping so that you can sample a wide selection of goodies from our FHD producers. During a free shipping period simply shop for all of those products you have been wanting to try – once you get to your basket you will see that your shipping costs have been cancelled so you only pay the product price.
How do I know when I can get free shipping on Farmhouse Direct?
Become a Farmhouse Direct friend and sign up to receive our newsletter to receive all of the best deals and yummiest product information. Simply go to our Sign up page.
All of our special deals and promotions are announced first on our Facebook and Twitter pages:
“Like” our Facebook page.
Follow us on Twitter – FarmDirectAU
I have received a card in my letterbox from Australia Post with the Farmhouse Direct logo on it but I have not ordered anything from you?
The card is a ‘Postal Item Awaiting Collection’ card from your Australia Post postie. The Farmhouse Direct logo on the card is only an advertisement and not related to the parcel awaiting collection. If you have received one of these cards please follow the regular process and go to the specified post office to collect your item.
Why aren’t some products available all year round?
Many producers on Farmhouse Direct offer seasonal products. As is the nature of seasonal produce it is not available all year round. This is one the of things that makes Farmhouse Direct so special – the produce is grown locally to ensure freshness and quality. Find out more about what’s in season now.
Do you have any gluten-free foods on Farmhouse Direct?
Yes, we have many specialty products on Farmhouse Direct including a wide range of gluten-free foods to suit individuals with special dietary requirements. We have gluten-free bread, gluten-free cakes and many more options. To find gluten-free products please apply a tag filter on the product list page or find a list gluten-free products here.
Do you have certified organic food on Farmhouse Direct?
Yes, we have many certified organic products on Farmhouse Direct ranging from wine to preserves to fresh produce and more. To find and buy organic food online at Farmhouse Direct please apply a tag filter on the product list page or find a list our organic food producers here.
I would like to sample a product before I purchase – can I do that?
At Farmhouse Direct you have a direct relationship with the producer of your food who sends your purchase direct to you. As such we do not have a centralised area from which we can send samples. The best way to try the products on Farmhouse Direct is to buy a small quantity to begin with and then a larger amount after you have experienced your high quality produce. We are sure you will be impressed.
I am keen to chat to someone about ordering on Farmhouse Direct, do you have a contact number?
We are an online support model so we do not have a hotline. If you are unable to find the information you are looking for on Farmhouse Direct please contact our support team with your question and we will respond to you as soon as possible during business hours.
Do I need a PayPal account to purchase products on Farmhouse Direct?
No you do not need a PayPal account, You can use either your credit card or debit card to pay for purchases via PayPal too. PayPal is the payment gateway we use to process all types of payments.
If you are having trouble using your credit card with PayPal please contact PayPal directly for assistance. PayPal assistance.
I wish to change the email address associated with my Farmhouse Direct profile.
As your email address is used as your username it is not possible for us to modify it. If you are no longer using that email address and must use a new one, simply create a new profile.
Does Farmhouse Direct ship overseas?
We would love to fulfil international orders but do not currently offer this service. Due to the nature of perishable products and the complexity of quarantine restrictions we do not ship outside Australia at present.
Does Farmhouse Direct ship to external territories within Australia?
Unfortunately we are unable to ship to the following external territories at this time:
Christmas Island WA 6798 (Indian Ocean), Cocos (Keeling) Islands WA 6799, Norfolk Island NSW 2899, Lord Howe Island NSW 2898, Australian Antarctic Territory TAS 7151, Territory of Heard Island and McDonald Island TAS 7151.
Why are there different shipping rules for different products?
Due to the range of products for sale on Farmhouse direct you may encounter different shipping restrictions. This may be due to the producer’s location, your location or your state’s unique quarantine laws. Australia has a complex set of quarantine laws which dictate where produce can be sent from and to. Also, due to the nature of some perishable products they are not suitable to ship under different conditions. All of our producers ship to you at a time when their product is at peak freshness to ensure this you might find that they only send their products at particular times of the week. Please take a note of their “Stall Policy” and “Delivery & Order Info” box on product pages to check any restrictions.
For any order enquiries please contact the Producer directly. You can contact the producer by clicking on the "Contact the producer regarding this order" button at the bottom of your order detail page.
*FREES120 - Free Shipping is available to the first 100 orders made at $120.00 and over (excludes shipping). To qualify for the discount you must enter the promotional code (FREES120) in the 'Farmhouse Promotional Code' in the shopping basket. The discount can only be applied at the shopping basket and refunds will not be offered for customers who have not entered the code at this stage. This offer is available to the first 100 orders or until midnight AEDT Friday (10.02.17).