Shipping & Returns

Shipping Information

Order Processing Time

We strive to process and ship your order as quickly as possible. Most orders are processed within 1-2 business days from the date of purchase. Please note that processing times may vary during peak seasons or promotional events.

Shipping Methods

We offer a range of shipping options to suit your needs. Choose from warehouse pick-up (VIC only, Thursdays & Sunday's) or standard shipping at checkout. Full service delivery options are available upon request which includes delivery, assembly and rubbish removal. These services are subject to additional fees and will be invoiced separately. Shipping costs and delivery times will be calculated based on volume, location and selected shipping method.

Order Tracking

Once your order has been placed, you will receive a confirmation email. For all homewares orders, you will receive tracking numbers from our courier partners. For all Furniture orders, you will be contacted by our delivery partner to book in your delivery and will be given a 2-3 hours delivery window. On the day, you will be contacted 30 mins prior to delivery with driver ETAs.

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. 

Returns and Exchanges

Return Policy

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&Cs, notes below, or contact us for more details.

Return Eligibility

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 grant you 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.

Damaged or Defective Items

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.

For further assistance or inquiries, please don't hesitate to contact our customer service team.

Thank you for shopping with us!