FAQs

GENERAL QUESTIONS

Do you have a shop front?

Yes, although due to the current COVID-19 health crisis our doors are temporarily closed. However if you would like to purchase in store we can accomodate via appointments only, please contact us if this is something you would like to do. If you have any questions about our products or services please Contact Us on our contact page and we will endeavor to answer any questions you have.

 

SHIPPING & DELIVERY

How long does delivery take?

Delivery times will vary depending on the product, your location and selected courier. All Sage House orders will be dispatched within 48 business hours (depending on product availability) and dependent on location delivery will be between 4-7 business days.

 

Will I have to sign for my delivery?

This depends on which shipping method you choose. Our standard shipping arrangements require no signature, but our registered post will require your signature upon delivery, unless you have given a prior authority to leave (ATL), if no ATL has been given to either us or the shipping provider they will leave a notice at your home detailing an alternate delivery or collection arrangement. 

 

Do you deliver to PO Box Addresses or Parcel Lockers?

Some of our items depending on size can be delivered to PO Boxes and Parcel Lockers. Please check with us first before proceeding by emailing mummamooninfo@gmail.com.

 

My items haven’t arrived yet. What can I do?

We will send you an order shipping confirmation email as soon as your items have been dispatched from our warehouse. Before contacting us directly, check the tracking number information provided to you in this email. This number will take you directly to your orders tracking information and will give you an estimated time of delivery. If you haven’t received a shipping confirmation email or your tracking status hasn’t updated, please contact us via email at: mummamooninfo@gmail.com.

 

How much will delivery cost?

Delivery costs are based on weight so will vary depending on what you order. You can check your postage costs on the cat page before checking out. Shipping costs will vary according to size, weight, the location you will order from etc. In doubt, always contact us for a custom courier quote. We always strive to offer the best delivery options to our customers.

 

Do you ship internationally?

Currently Mumma Moon only offers Australia wide shipping.

 

What happens if the goods I purchased are damaged upon delivery?

If you are accepting a delivery that is already visually damaged, please refuse delivery all together. There is no need to refuse all packages if others are in good condition. In the unlikely event that your goods are found damaged after accepting delivery, please contact the Mumma Moon within 24 hours via the online Contact Form or emailing mummamooninfo@gmail.com.

Please provide the following information:

  1. your invoice (including order number) and any other proof of purchase; and
  2. detailed description of item and problem;
  3. photographic evidence of the defect or damage, where applicable;
  4. any other details we may need to proceed further.

    Some of the items I would like to order are out of stock. How long do I have to wait?

    Our stock is continually being replenished according to product type and sales. Please contact us to find out the when the product you are after will be arriving. 

     

    RETURNS & REFUNDS

    How can I return an item if I change my mind?

    Please choose carefully as full refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.  Nonetheless, as part of our 100% satisfaction guarantee, we can provide either a credit or exchange under these circumstances, as long as the item is returned to us in salable condition and meets the criteria outlined in our guarantee. This refund policy does not apply to goods which have been used, damaged after delivery, if any attempt has been made to alter the product or if they have been dropped or broken.

     

    How about refunds for damaged goods?

    In the unlikely event that your goods are found damaged after accepting delivery, please contact the Mumma Moon within 24 hours via the Contact Form or emailing mummamooninfo@gmail.com.

    Please provide the following information:

    1. your invoice (including order number) and any other proof of purchase; and
    2. detailed description of item and problem;
    3. photographic evidence of the defect or damage, where applicable;
    4. any other details we may need to proceed further.

    We will assess your request and notify you of a potential refund or replacement, based on your preference.

     

    ONLINE SHOPPING

    Will I get an order confirmation after purchasing online?

    Yes of course! You will receive an order confirmation email as soon as you have placed and paid for your order. In the event of unexpected issues with your order (stock, colour, lead time issues) one of our online sales team will be in touch without delay to keep you updated on your order.

     

    Unsure about paying online?

    We understand the concerns of ordering and paying for things online. All Mumma Moon orders are processed through a dedicated gateway to guarantee the protection of your data. Your credit card information will not be stored and is handled over SSL encryption so you can enjoy your online shopping experience with peace of mind. We accept credit cards, Visa & MasterCard and Paypal. 

     

    Will all my personal information be kept private?

    Yes, at all times. Please refer to our Privacy Policy for more details. 

     

      WARRANTY INFORMATION

      What warranty is offered on my Mumma Moon products?

      All our products come with a 12 month manufacturers’ warranty.

       

      PRODUCT CARE

      Are the products I view on my computer exactly what I should expect to receive?

      We try to ensure our products colours are the same that you will receive in person, but due to different computer systems and mobile devices, colours will vary from time to time. If you are unsure about a product please email us at: mummamooninfo@gmail.com.

       

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