Shipping and Returns
Shipping within Australia
Here at Moss Living we will aim to have your orders processed within 48 hours from the time we receive your order. Any orders made after 2pm AEST on a Friday, over the weekend or on a public holiday, will be processed by the following business day. Delivery times are Monday-Friday during business hours.
Australian Shipping – Between 3-7 business days
There must be someone at the address to sign for the delivery. If not, a card will be left with details for where the parcel can be collected within five days. However, if you advise for the package to be left without a signature, the receiver takes responsibility for any loss or damage to the package once it has been delivered.
Our delivery service will not deliver to PO Boxes.
Free Shipping for orders over $300.00 Australia only.
International purchases there is a flat rate of $60.00 AUD
Please note: International customers are responsible for all custom/duty fees within their own countries.
Once your item has been shipped and you have received your confirmation email, Moss Living is no longer responsible for the item shipped. If problems occur please contact shipping agent.
* At this time, we only able to ship within Australia through our website for Ceramics. If you wish to have ceramics shipped internationally, please contact us for a price.
Once your purchase has been shipped you will receive a notification via e-mail with tracking information for your parcel.
We will email you a tracking number, usually one day after your order has been placed.
Please allow between 5 - 10 days for your order to arrive. If more than 14 days have passed, please email us to review the status of your order.
Refunds will be handled through email if necessary.
Please choose your items wisely as there are no refunds, unless faulty.
All items are quality checked but very occasionally there may be a fault we didn’t find if found we ask that you please contact Moss Living. Please note that wear and tear in the course of normal use are not considered a fault. All products should be handled with care and come with custom care instruction information that should be adhered to. Please see Care Instructions received with your purchase for further information for your particular item. Any claim for shortage in supply or damage to the items ordered must be notified to Moss Living within 5 days of receiving the goods. Claims after this period cannot be accepted.
If you have any further questions or special requests, please contact us at firstname.lastname@example.org
Our policy lasts 14 days. If 14 days have gone by since your order was received, unfortunately, we can’t offer you an exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 14 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email and send your item to:
PO BOX 256 Tugun Queensland AU 4224
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to:
PO BOX 256 Tugun Queensland AU 4224
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.