Frequently Asked Questions

ABOUT THE BRAND

  • Why did you first start Moss Furniture? 

    Our founder, Lisa was feeling uninspired by the 9-5 daily grind and wanting to find a way to bring her passions to life. After mustering the courage, Lisa plunged into designing and manufacturing her own furniture – an aspect of her day job that she absolutely loved. With a background in Interior Design, a love of colour and working with unique materials and finishes, Lisa saw an opportunity to enter the market with her own point of difference. As we spend so much time at home and at work, it’s incredibly important for us to surround ourselves in spaces and with objects that bring us joy. At Moss, we hope to empower people to be a little bolder, more playful and build the confident to truly express themselves.

  • What's your design process for creating? 

    Lead by our Creative Director and Founder, Lisa, our design process is a complex one. We start by analysing trend reports on colours, new materials, economic conditions and more. This research always sparks plenty of inspiration! Once a direction is established, we curate a collection and work with our trusted manufacturers to source materials and create samples. After final tweaks are made, we approve for production!

  • Where are your products made? And where are they designed?

    Our products are proudly designed in Melbourne, Australia. While we manufacture out of China, we only work with suppliers who share our values on quality and sustainability.

  • Are your products sustainable? 

    At Moss, we not only endeavour to focus on the materials used, we also consider the end-of-life cycle for our products. We select materials that are either biodegradable, or can easily be recycled or reused, reducing our contribution to landfill. Our commitment extends beyond the products themselves – we also carefully package our items using eco-friendly materials. 
SHOPPING & PAYMENT

  • Who can purchase from Moss Furniture?

    The general public can purchase directly from the Moss Furniture website. If you are a design professional where styling, furniture specification or rental is a primary part of your business, you are eligible to apply for a trade account. If you are already registered as a trade customer, log into your account and apply your discount code on all orders while also accessing other trade-only benefits. 

  • I wish to make an order but do not need it delivered until a later date. Can you hold it for me?

    Sure thing! For furniture orders, our storage and delivery partner will be in contact to book in your delivery. Simply book in your preferred date with them. If dates change, don’t hesitate to reach out and we’ll accommodate your needs. Our Homewares are sent via courier, either leave a shipping note or email us of preferred delivery dates and we'll try our best to accomodate!

  • Can I customise a product? 

    If you are a registered trade partner of Moss Furniture, you are eligible to discuss product customisations with our team. All enquiries are reviewed on a case-by-case basis and T&Cs / Design Fees apply to all custom orders. 

  • Do you have a showroom? 

    No, we are currently only based online. If you require samples, or would like to see product in person, please don’t hesitate to send us an inquiry and we’ll try our best to assist.

  • Is it safe to make purchases on your site?

    Yes! Our website is secured by SSL, offering you peace of mind for online shopping with us. SSL offers the highest level of encryption or security possible. This means that you can rest assured that communications between your browser and this site's web servers are private and secure. All online payments are secured and processed by stripe. We accept credit cards (Visa and MasterCard) and Paypal. If you wish to pay via direct debit, please email through an enquiry and we can organise an invoice for you. 
DELIVERY & ASSEMBLY

  • Where do you deliver to? 

    All our homewares and furniture are available Australia wide!

  • How long will it take for my item to arrive? 

    Our VIC and NSW furniture orders are expected to take a minimum of 2 business days to arrive. Our homewares and deliveries to all other states (WA, SA, NT, QLD, ACT) are expected to take 3-6 business days to arrive. Furniture pick-ups from our Campbellfield, VIC location are available from 9am-5pm on Thursday's and Sunday's each week. Pick-ups from our Abbotsford, VIC location are available from 9am-12pm on Friday's and Saturdays's each week. If you have any queries on this, please contact us and we will endeavour to assist you. 

  • What are my delivery options?

    We have three available delivery options. Clients are able to pick-up their orders from our partner warehouse in Campbellfield, VIC and our Abbotsford, VIC location (Homewares only). Our scheduled pick up days are Thursday's and Sunday's. We have a ‘standard’ option, delivering straight to your home or business. Shipping prices will be calculated at check out. We also have a ‘full service’ option where our delivery partner will deliver, unbox, assemble and remove all associated rubbish from the premises. If this is a service you're interested in, please contact us to quote and discuss further!

  • Do products come assembled? Or will I have to put it together? 

    It will depend on the item. You can check out the product details of each item to see if assembly is required. Most assembly is relatively simple, larger/heavier items may require two people. For a little extra help, our ‘full service’ delivery option includes assembly and rubbish removal. Contact us for a quote and to discuss this option further!

  • How much is delivery? 

    Your delivery fee will be dependent on the products you order. Your delivery fee will be calculated at checkout. Alternatively, feel free to contact us for assistance.

  • Do you offer international shipping? 

    Unfortunately, at this stage we are only delivering to residents and business’ within Australia. We hope to increase our capabilities in the future as our company grows. 

  • If I order several items, will they be delivered at the same time? 

    Not necessarily! Our Homewares are stored in a different location to our Furniture so will be picked, packed and delivered separately. If you have purchased items 'in stock' and items on 'pre-order', we will contact you to ask if you opt to wait for all goods to be available so all items are delivered together or you can have the pre-ordered items delivered at a later date. 

  • How will I know when my item has been shipped? 

    Once your Furniture order has been processed, you will receive a confirmation of fulfilment and our delivery partner will be in contact to book in your delivery. Our delivery partner will call the day prior for a pre-call delivery to confirm details of the job and an SMS is sent with a 2-3 hour window timeframe. On the day of delivery, the drivers will call 30 minutes prior to delivery, between the timeframe given. For delivery of Homewares, you will receive all necessary tracking details from our courier partners.

  • What happens if my item is missing parts when it arrives? 

    Not a problem at all! If this happens, please send us an email and we will have the missing parts posted out to you. If we don't happen to have the part in stock, we can organise a replacement item to be sent out and swapped over.

  • What should I do if the goods delivered to me were damaged?

    All our deliveries are fully insured. It is the customers’ responsibility to inspect the goods once they arrive and report any damages within 48 hours of receipt of goods. We suggest that customers take pictures of the damaged goods for the insurance claim. A replacement will be sent out as soon as possible after investigation. Moss Furniture will bear the delivery cost for replacements only if the claim is lodged within 48 hours receipt of goods. Any claims after 48 hours, the buyer must pay for replacement's delivery cost.
RETURNS, EXCHANGES & WARRANTY

  • How do I obtain a refund?

    For all refund inquiries, please send us an email including your name, order number, reason for refund and any supporting imagery/details. We accept refunds for 'change of mind' and 'damaged goods' however conditions apply. See our T&C's and information in FAQs below for further details.

  • What is the refund policy for 'change of mind'? 

    Moss Furniture understands that sometimes we can make the wrong choices. This is why we provide a 14 day money back guarantee if you are unhappy with a particular product. For any change of minds, we will entitle you to a refund provided that, we are informed within 14 days of delivery. Please note, all return costs will be at the buyers' expense. Therefore, the refund will exclude the total delivery and collection costs. All items must be returned in the original wrappings and not assembled, or part assembled in any way. This will help avoid the 20% restocking fee that applies if goods are not returned in their original condition. Upon receipt of returned goods, we will then inspect and, if everything is in perfect condition, the refund will be processed within 7 working days.

  • What is the refund policy for 'change of mind of custom goods'? 

    Whilst Moss Furniture does provide custom services to accommodate some trade customers, we do not offer refunds for those custom items if it was due to change of mind. Therefore, it is crucial that the buyer ensures all custom ordered items are what they're after.

  • What is the refund policy for 'damaged goods'? 

    It is important that the buyer inspects all goods within 48 hours of receipt of goods. Damages must be reported with 48 hours of receipt of goods and customers must adhere to the claims process, including proof of damages and arrangement of goods to be returned for inspection. Faulty claims outside of the 48-hour reporting period will be treated as a warranty claim and, the customer will bear the delivery costs incurred in the claim process. It is also required that all items are returned in their original wrappings and not assembled or part assembled in any way. Otherwise, a 20% restocking fee will apply if goods are not returned in their original condition. We will not refund or replace a product where in our reasonable opinion the product has following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions, using it in an abnormal way or failure to take reasonable care. Upon arrival of your boxes, please note any damage to the boxes as well as any damage to the items themselves. If you feel that the damage to an item or a box is too severe, please refuse the package(s). There is no need to refuse all packages if others are in good condition.

  • What are the warranty T&C's? 

    Moss Furniture warrants all goods from manufacturing defects that is, material and workmanship for a 12-month period. This period will start from date of goods received. Whilst we offer a warranty on all our products, it does not cover normal wear and tear, commercial use, damage arising from abnormal use, improperly maintained or modified goods. Any claims for damage after 48 hours from receipt will be treated as warranty claims and delivery/pickup charges will apply. Products will be repaired or replaced, depending on product circumstances and it is solely at the discretion of Moss Furniture.
MY ORDER

  • Can I make changes to my contact details after confirming the order? 

    Yes! Please send us an email with the changes and where possible, we’ll make a note on your order and with our delivery partners.

  • What does pre-order mean?

    If an item becomes out of stock, a pre-order option may be available. If you see a product that is on ‘pre-order’, this means it is not currently in stock, but a new order is being placed with the supplier. Items may sell out fast once they arrive so it’s best to purchase items on pre-order to ensure you’re not disappointed! Each pre-order item will have an approximate ETA noted for your reference. ETA dates will remain current on our website and pre-order customers will receive updates via email. Once your item/s are ready, our delivery partners will be in touch to arrange your delivery. 

  • How do I cancel a pre-order? 

    Please send us an email with your contact details and order number and we’ll cancel your order in the system. If the item has not been dispatched, we will refund you the full amount, including your delivery fee. If the item has already been picked or dispatched, the associated fees unfortunately cannot be refunded.  

  • How do I contact customer support? 

    Simply head over to our ‘contact us’ page or email us at hello@mossfurnituremelbourne.com.au. 

  • How do I care for and maintain my furniture?

    While browsing, you will find a dropdown menu with the associated care instructions on each individual product page. Alternatively, feel free to contact us for further assistance.
MY ACCOUNT

  • Do I need to be signed in to purchase product?

    No! You can check out as a guest if you prefer.

  • What is the benefit of having an account?

    Having an account with us ensures you can track your order history all in one place.
MOSS TRADE

  • How can I apply to be a Moss Trade Member?

    Head to our Moss Trade Page (link at the bottom of the page). To apply, simply fill out and submit the form. Once your application has been approved by our team, you will receive a confirmation email, discount code and information package.

  • Who is eligible to apply to be Moss Trade Member?

    Our Moss Trade Program is only available to eligible members of the design industry and associated industries. These consist of Architects, Interior Designers, Stylists, Event Designers, Commercial Designers – Hospitality/Office Fit Outs/Venues. If you’re not sure if you are eligible, please send us an email at trade@mossfurnituremelbourne.com.au or apply using our trade form and we’ll get back to you.

  • What are the benefits to being a Moss Trade Member?

    As a Moss Trade member, you will enjoy exclusive members-only trade discounts, promotional offers, exclusive design services, consulting, and ongoing dedicated support. You may also be eligible for custom furniture and design services. T&Cs Apply.

  • How do I apply my Moss Trade Discount?

    Once your application has been approved, you must be signed into your account using your approved email address to redeem your discount. At checkout, simply pop in your trade code (which you will be sent directly) and your discount will automatically be applied.

  • Who can I contact for trade Support?

    You can email your queries to trade@mossfurnituremelbourne.com.au and a member of our trade team will assist you. Please allow 48 hours for a response.
GIFT CARDS & DISCOUNT CODES

  • How do I redeem my Gift Card?

    When redeeming your Gift Card, you can be logged in or check out as guest. At checkout, simply pop in your voucher code (which you will be sent directly) and your discount will automatically be applied.

  • I have a discount code, how do I redeem it?

    To redeem your discount code, you must be signed into your account using your approved login details. At checkout, simply pop in your discount code (which you will be sent directly) and your discount will automatically be applied.