Placing an Order+

How do I know my order has been received by Moss St. Fragrances?

+
Once you “Place Order” & make payment you will receive a confirmation email to the email address you supplied with your order (please also check your spam/junk folder). If you do not receive a confirmation email within 2 hours of placing your order, please contact: hello@mossfragrances.com

How do I qualify for free shipping?

+
Spend $79.90 [or above!] to qualify for free shipping.

What happens if my payment is declined?

+
If your payment is declined, you will either be directed to the Moss St. Fragrances website or it will ask you to make payment again with another credit card.

I accidentally ordered the wrong Item! Can I cancel my order once I've received the confirmation?

+
Please contact hello@mossfragrances.com immediately. If your order has not been dispatched, we will do our best to change the order for you. Unfortunately, if your order has been dispatched, we will be unable to stop delivery however we will allow you to return the item for a full refund (minus the cost of delivery & provided the items are returned in original condition). Please note that the cost of returning the item will need to be covered by the customer.

What do you do with all the details I supply about myself?

+
We understand that the privacy of your details is important, so we take this very seriously. Please refer to our privacy policy. If you have any further questions about our policy, please contact us via hello@mossfragrances.com.

Promotions

+
Unless otherwise stated, all promotions are permitted for one use per customer, are available only while stocks last, and are not to apply in conjunction with any other offer. Please note codes are valid for a limited time & exclude already reduced items. We can only offer one promotion per cart.

Order Delivery+

How do I know my order has been dispatched and will I be able to track it?

+
When your order has been dispatched you will receive a confirmation email with a tracking number so you can check your delivery status at any time. If you haven't received a confirmation email or have any questions regarding the delivery of your order please contact hello@mossfragrances.com.

Who will deliver my order?

+
We use Direct Freight Express to deliver all of our orders.

Do you deliver internationally?

+
If you are based in the UK, you can shop Moss St. Fragrances at our website burchgrovehome.co.uk. Otherwise, we currently only ship within Australia. For international stockists, please visit our stockist locator or send us an email at hello@mossfragrances.com so we can assist you.

How long will it take to receive my order?

+
NSW, VIC, ACT: 4 - 6 business days. SA, NT, QLD, TAS: 6- 10 business days. WA: 10 - 15 business days. **We are experiencing minor delays with delivery due to the current COVID-19 situation**

Will I need to sign for my delivery?

+
Due to COVID-19, our couriers may not request a signature on delivery, however someone will need to be home to accept the delivery. If no one is available to accept it, a calling card will be left for you to arrange re-delivery. We strongly suggest using a delivery address with someone readily available to accept the parcel (like a workplace address).

Can I change my delivery address after I’ve placed my order?

+
Please contact hello@mossfragrances.com immediately. If your order has not been dispatched, we will do our best to change the delivery address for you.

Do you deliver to PO Boxes?

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No, we are not able to deliver to PO boxes due to our products containing dangerous goods. We require you to enter a residential or business address.

Returns+

What is your returns policy?

+
If you are not satisfied with your purchase, Moss St. Fragrances will offer a refund, to the amount of the item(s) at the time of said purchase, provided that: Items are returned within 30 days of time of receipt of goods; You have proof of purchase; Items must be in un-used condition with the original undamaged packaging. The customer is responsible for return shipping costs, please ensure that the return product is suitably packed to prevent damage during return shipping. Please allow 5 to 7 days for processing and understand that we cannot refund postage and packaging unless goods are deemed to be faulty. Unfortunately, we do not offer refunds on gift cards or credits. If you would like to return your purchase, please contact us at hello@mossfragrances.com and we will provide details on where to send your return.

What happens if my order arrives damaged or I received the incorrect product?

+
If in the unfortunate event your item arrives damaged, faulty, or incorrectly shipped, please contact us via email hello@mossfragrances.com within 30 days of receipt of goods. Should your item be deemed faulty, damaged or incorrectly shipped, Moss St. Fragrances will provide a gift card, exchange, store credit or refund. Refunds will be processed according to your original method of payment. If you believe your item is faulty after the 30-day time criteria, Moss St. Fragrances may require you to send the item back at your expense for assessment. This cost will be refunded to you if the item is deemed faulty.

Placing an Order+

How do I know my order has been received by Moss St. Fragrances?

+
Once you “Place Order” & make payment you will receive a confirmation email to the email address you supplied with your order (please also check your spam/junk folder). If you do not receive a confirmation email within 2 hours of placing your order, please contact: hello@mossfragrances.com

How do I qualify for free shipping?

+
Spend $79.90 [or above!] to qualify for free shipping.

What happens if my payment is declined?

+
If your payment is declined, you will either be directed to the Moss St. Fragrances website or it will ask you to make payment again with another credit card.

I accidentally ordered the wrong Item! Can I cancel my order once I've received the confirmation?

+
Please contact hello@mossfragrances.com immediately. If your order has not been dispatched, we will do our best to change the order for you. Unfortunately, if your order has been dispatched, we will be unable to stop delivery however we will allow you to return the item for a full refund (minus the cost of delivery & provided the items are returned in original condition). Please note that the cost of returning the item will need to be covered by the customer.

What do you do with all the details I supply about myself?

+
We understand that the privacy of your details is important, so we take this very seriously. Please refer to our privacy policy. If you have any further questions about our policy, please contact us via hello@mossfragrances.com.

Promotions

+
Unless otherwise stated, all promotions are permitted for one use per customer, are available only while stocks last, and are not to apply in conjunction with any other offer. Please note codes are valid for a limited time & exclude already reduced items. We can only offer one promotion per cart.

Order Delivery+

How do I know my order has been dispatched and will I be able to track it?

+
When your order has been dispatched you will receive a confirmation email with a tracking number so you can check your delivery status at any time. If you haven't received a confirmation email or have any questions regarding the delivery of your order please contact hello@mossfragrances.com.

Who will deliver my order?

+
We use Direct Freight Express to deliver all of our orders.

Do you deliver internationally?

+
If you are based in the UK, you can shop Moss St. Fragrances at our website burchgrovehome.co.uk. Otherwise, we currently only ship within Australia. For international stockists, please visit our stockist locator or send us an email at hello@mossfragrances.com so we can assist you.

How long will it take to receive my order?

+
NSW, VIC, ACT: 4 - 6 business days. SA, NT, QLD, TAS: 6- 10 business days. WA: 10 - 15 business days. **We are experiencing minor delays with delivery due to the current COVID-19 situation**

Will I need to sign for my delivery?

+
Due to COVID-19, our couriers may not request a signature on delivery, however someone will need to be home to accept the delivery. If no one is available to accept it, a calling card will be left for you to arrange re-delivery. We strongly suggest using a delivery address with someone readily available to accept the parcel (like a workplace address).

Can I change my delivery address after I’ve placed my order?

+
Please contact hello@mossfragrances.com immediately. If your order has not been dispatched, we will do our best to change the delivery address for you.

Do you deliver to PO Boxes?

+
No, we are not able to deliver to PO boxes due to our products containing dangerous goods. We require you to enter a residential or business address.

Returns+

What is your returns policy?

+
If you are not satisfied with your purchase, Moss St. Fragrances will offer a refund, to the amount of the item(s) at the time of said purchase, provided that: Items are returned within 30 days of time of receipt of goods; You have proof of purchase; Items must be in un-used condition with the original undamaged packaging. The customer is responsible for return shipping costs, please ensure that the return product is suitably packed to prevent damage during return shipping. Please allow 5 to 7 days for processing and understand that we cannot refund postage and packaging unless goods are deemed to be faulty. Unfortunately, we do not offer refunds on gift cards or credits. If you would like to return your purchase, please contact us at hello@mossfragrances.com and we will provide details on where to send your return.

What happens if my order arrives damaged or I received the incorrect product?

+
If in the unfortunate event your item arrives damaged, faulty, or incorrectly shipped, please contact us via email hello@mossfragrances.com within 30 days of receipt of goods. Should your item be deemed faulty, damaged or incorrectly shipped, Moss St. Fragrances will provide a gift card, exchange, store credit or refund. Refunds will be processed according to your original method of payment. If you believe your item is faulty after the 30-day time criteria, Moss St. Fragrances may require you to send the item back at your expense for assessment. This cost will be refunded to you if the item is deemed faulty.