POSTAGE IN AUSTRALIA

Our postage charge is $10 on all orders regardless of weight to anywhere in Australia. 

Orders are dispatched as soon as possible, generally within 24-48 hours of receipt and are sent via Australia Post. If you require your order urgently, please let us know by leaving a comment on your order, and we will do our best to dispatch your order ASAP. 

All parcels are tracked, with your tracking number emailed once your order has been dispatched. 

EXPRESS POST

If you need your order urgently, you can upgrade to express post for $20.00 (up to 3 kilos). Express post orders received before noon (AEST) are sent the same day. Additional postage charges apply to orders over 3 kilos in weight or that don't fit into an Australia Post express post satchel.

INTERNATIONAL ORDERS

We send orders internationally. International postage costs are based on weight and destination. To find out how much it will cost to send your parcel, enter the items you would like to purchase into your cart and proceed to checkout. You will be given the postage cost before committing to the purchase.

Please ensure adequate time for your goods to arrive, as international delivery times vary considerably.

International orders may be subject to local charges. Customs policies vary widely, with customs or import duties being charged once the order reaches its destination country. Please be aware of any additional fees your local customs office may charge before placing your order.

SPECIAL ORDER PRODUCTS

The Mosaic Store doesn't stock Special Order Products; we can source them through our supplier network. When your order is placed with us, these items are ordered from our suppliers. The advantage of offering Special Order Products is that you can access products that we wouldn't usually stock, giving you a fantastic selection of mosaic materials. 

These products are supplied differently from the products we stock in our warehouse, so please read the following points carefully before placing your order.

These products are generally available within 2-3 weeks. We will contact you should the lead time be greater than this or if our supplier is out of stock of the item. There are no returns, cancellations or exchanges on Special Order Products so please choose carefully. We strongly recommend placing an order for these items separately from our stocked items, as your order will be sent once the special order items have arrived. 

Important **** We take no responsibility for incorrect addresses. 

Please ensure you fill out your shipping details clearly and completely. You will be charged for additional shipping if goods are sent back due to a wrong address supplied by the customer.

*Shipping times may vary during peak times, including Sale Periods, Public Holidays & Holiday periods. We will always do our best to get orders dispatched as soon as possible.

CREDIT CARD

We accept Visa and Mastercard payments. 

Our online merchant is St George, and our payment gateway is E-Way. The payment process is protected by industry-standard 128 bit SSL (SecureSocket Layer) encryption between the customer's browser and The Mosaic Store website and again between The Mosaic Store website and the payment gateway. 

Every year eWay processes billions in payments across the globe for tens of thousands of businesses, providing peace of mind for our customers.

We are Payment Card Industry (PCI) compliant, which credit card companies mandate to help ensure the security of credit card transactions in the payments industry.

PAYPAL

PayPal is a way of sending money quickly and securely. It's free within Australia when you use your linked bank account or PayPal balance. PayPal keeps your financial information securely encrypted so you can pay online confidently. When you link all your credit cards and bank accounts you can choose which one you want to use when checking out. PayPal allows you to make payments from a Mastercard, Visa, or American Express, as well as a PayPal account.

Gift Certificate (card)

If you have been lucky enough to receive one of our gift certificates, you can redeem this online by entering your voucher number during the checkout process. Your gift certificate is valid for three years.

We urge our customers to select carefully. If you are unsure about your selection or have any other questions, don't hesitate to contact us at sales@themosaicstore.com.au or call 1300 320 392, we'd be happy to help.

NO HASSLE RETURNS GUARANTEE

If you are not satisfied with a product you ordered online once you've had the chance to see it first-hand, you are welcome to return it to us within 90 days of the purchase date, unused and in its original packaging, and we will refund your cost of goods.

Please get in touch with us before returning the goods, so that we know to look out for the parcel. 

Our postal address is:

The Mosaic Store, 9 Percy Harris Street, Jindabyne, NSW 2627

Return postage costs are at the customer's expense unless the item is deemed faulty.

Refunds will be processed as soon as possible; we will contact you to confirm that the goods have been received and a refund is being processed. All refunds will be issued via the same payment method used to purchase the products.

WHAT IF A PRODUCT IS FAULTY?

We take great pride in our goods and packaging, so we hope you never receive a faulty product from us. If this occurs on a rare occasion, please contact customer service on 1300 320 392 or email us at sales@themosaicstore.com.au to let us know. Please contact us within seven days of receiving your order for a refund or exchange.

If returning the item is required, we can either send out a post bag for you to return the product or refund your postage when the parcel arrives. If available, you can request a replacement or refund for the product. 

EXCHANGES

If you would like to exchange an item, drop us an email or phone us to let us know what item you are after so we can put it on hold. We are happy to hold items for one week. The last thing we want is for it to sell out before your return arrives!

SPECIAL ORDER PRODUCTS

There are no returns, cancellations or exchanges on Special Order Products so please choose carefully. 

We strongly recommend placing an order for these items separately from our stocked items, as your order will be sent once the special order items have arrived.

International orders may be subject to local charges. Customs policies vary widely, with customs or import duties being charged once the order reaches its destination country. Please be aware of any additional fees your local customs office may charge before placing your order.

Important **** We take no responsibility for incorrect addresses.

Please ensure you fill out your shipping details clearly and completely. You will be charged for additional shipping if goods are sent back due to a wrong address supplied by the customer.

*Shipping times may vary during peak times, including Sale Periods, Public Holidays & Holiday periods. We will always do our best to get orders dispatched as soon as possible.