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FAQ

SHIPPING & DELIVERY

**Please be sure to check your Junk or Spam folders for Order and Shipping confirmations**

We use Australia Post and courier companies to send all of our packages.

All packages are sent via regular tracked post, however you have the option for express or registered post, for an extra cost. Depending on availability, all products will usually be dispatched within 24 hours of receiving your order and your payment (excluding weekends and Public Holidays) - but sometimes, on rare occasions, it may take between two to five days for your order to be despatched.

Our product prices do not include postage / frieght costs, these costs are added to your order and calculated at Checkout on the website.

Please note that we are unable to give an exact delievery date when using Australia Post, or any other carrier, but if you are in need of a product by a certain date then please head to our 'Contact' page or email us at hello@mooseinthemoon.com.au and let us know and we will do our upmost to get it to you on time. We will always get back to you as soon as possible, but please allow up to 24 hours on business days - excluding weekend and Public Holidays. Again, please be sure to check your Junk / Spam folders for our reply.

Please ensure you enter your details correctly, all addresses including postcode should be double checked - your order may be greatly delayed by Australia Post / other carriers, if your details are incorrect. In addition to this, missing parcels or parcels that are returned to us, due to incorrect information supplied by you, will incur a postsage fee of up to 100 percent of the original purchase. Postage charges paid for the original despatch are also non refundable. Lost items are not our responsibility. 

Please note, order cancellations may incur a fee of up to 100 percent once an order has been placed and has been produced.

Pick up is available via appointment only, from Phillip Island. Upmost care will be taken to ensure your order is safe and protected from weather etc, but no responsibilty will be taken by us for any damages or loss.

RETURNS & MONEY BACK GUARANTEE

Respect and care is taken when producing and packing all orders. All items are very carefully checked and packed. We understand that sometimes accidents and errors may occur. Please let us know if your order is faulty, damaged, or if there are items missing, within 48 hours of receipt of your order, to hello@mooseinthemoon.com.au

As a standard procedure - if your package contains an inncorrect, faulty or damaged item we may ask you to send a photograph and/or send back the item. We will happily refund or exchange (if available) your product immediately - if anything has slipped through our high levels of quality control. We do not exchange or refund for change of mind purchases, Wishbone products, on-sale stock or personalised items.

Once we have either received your photo or product and we have inspected it, we will notify you via email of either approval or rejection of your refund. If your refund is approved then your refund will be processed via your original method of payment within two to five business days.

In the event that your return is your choice (not due to a faulty or incorrect item) - you will be responsible for paying for your own postage costs for returning your item and we are not responsible for the safe or timely arrival of your return. Postage costs are non-refundable and if you receive a refund, the cost of postage will be deducted from your refund.

TRACKING YOUR ORDER

Tracking information (and your order confirmation) will be automatically sent to you by Australia Post and our system - before contacting us please ensure you check your Junk and or Spam folders. We take no resposibilty for the accuracy or status of the Australia Post website and or any other carriers / freight companies. Unfortunately shipping services can let down our best efforts to get your orders to you in a timely manner - this is just as frustrating and disappointing for us as it is you. Please be assured that we will do our best to help you but we kindly ask, with the greatest respect, that you don't blame us for the service from others that we have absolutely no control over. Thanking you in advance.

 

100% SECURE ORDERING, PRIVACY POLICY INFORMATION & ALL OTHER TERMS & CONDITIONS PLEASE REFER TO 'FINE PRINT' VIA OUR WEBSITE.