Shipping & Returns
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 email@example.com
What happens if my payment is declined?
If your payment is declined, you will either be directed to the Moss 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 firstname.lastname@example.org 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?
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 email@example.com
Who will deliver my order?
We use Australia Post & Fastway Couriers to deliver all of our orders. All orders containing Room Diffusers will be delivered via Fastway Couriers.
How long will it take to receive my order?
3 - 5 business days for delivery to: NSW, VIC, ACT
5 - 8 business days for delivery to: SA, WA, NT, QLD, TAS
Will I need to sign for my delivery?
Yes. Orders sent via Australia Post will require a signature on delivery. If no one is available to sign for it, you will be left a card to pick your order up from your closest Post Office. Orders sent via Fastway Couriers will also require a signature on delivery. There is no warehouse to collect your order from, so we suggest using a delivery address with someone readily available to sign (like a workplace address).
** WE DO NOT DELIVER TO PO BOXES **
Can I change my delivery address after I’ve placed my order?
Please contact firstname.lastname@example.org immediately. If your order has not been dispatched, we will do our best to change the delivery address for you.
Do you deliver internationally?
We currently only ship within Australia.
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.
If you would like to return your purchase, please contact us at email@example.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 firstname.lastname@example.org within thirty (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.