Shipping & Returns

Shipping & Delivery

Order Processing & Dispatch

Orders are processed as efficiently as possible once payment has been received or an order confirmed.

Trade and wholesale orders placed via our website or confirmed via invoice are typically dispatched within 2–5 business days, subject to availability. During peak periods or for made-to-order pieces, dispatch timeframes may vary and will be communicated clearly.

Design Studio clients will be invoiced separately, with ordering, dispatch and delivery timelines aligned to the agreed project scope.

Freight & Delivery

Freight is calculated based on item size, volume and delivery location. Shipping costs may be calculated at checkout or confirmed separately for larger or trade orders.

We deliver to both business and residential addresses across Australia via third-party courier partners. Please note that Moss Made does not currently offer warehouse pick-ups.

Delivery & Tracking

Once your order has been dispatched, tracking details will be provided where applicable.

For larger pieces, delivery partner will contact you directly to arrange a suitable delivery date and provide an estimated delivery window. On the day of delivery, you may receive an update with your driver's ETA.

Please note that delivery timeframes are estimates only. Once goods leave our premises, delivery timing is subject to the courier's schedule and circumstances beyond our control.

Proof of Delivery

It is the responsibility of the customer to ensure all cartons are accounted for upon delivery. A signed proof of delivery or courier confirmation will be used to verify that an order has been received in full.

Moss Made cannot accept responsibility for goods once they have been delivered and signed for.

Design Studio Projects

For Design Studio projects, delivery, storage, coordination with trades and installation support are managed as part of the agreed project scope. These arrangements may differ from standard retail, trade or wholesale orders and will be outlined clearly during the project process.

Returns & Faults

Change of Mind Returns

Trade and wholesale orders are not eligible for change-of-mind returns. Design Studio clients may be eligible for a return at our discretion, provided pieces are unused, unassembled and returned in their original packaging. Return shipping costs are the responsibility of the client.

Made-to-Order & Custom Pieces

All made-to-order, customised or bespoke pieces are final sale and cannot be cancelled or returned once production has commenced.

Damaged or Faulty Pieces

All pieces must be inspected within 48 hours of delivery. Any damage, breakage or faults must be reported within this timeframe, with clear supporting photographs and details. Claims lodged outside this window may be reviewed at Moss Made's discretion.

Pieces must remain in their original packaging and must not be assembled, installed or used prior to assessment. Damage resulting from fair wear and tear, misuse, incorrect installation or failure to follow care instructions is not considered a fault.

Fault Resolution

Where a fault is confirmed, Moss Made will work with the supplier to repair, replace or resolve the issue in line with Australian Consumer Law.