Helpful Info

COLOUR DISCLAIMER

On Screen Colours: Colours and textures of products featured in photographs on this website will vary between different computer screens and mobile devices – based on the monitor/screen brand, user settings (eg: colour, tone, brightness, contrast, vibrance), and ambient room lighting. Whilst every effort has been made to ensure colours are as accurate as possible, when making a purchase, please consider the actual product may vary slightly in colour, brightness, texture, tone and vibrance from what you see displayed on your screen.

Actual Product Colours: Almost all items at STAR AND MOSS are handcrafted. As such, you may notice a slight difference between items of the same model (or between items from the same product family or set) – especially, if these items are purchased at two different times. These differences can be attributed to fluctuations in the day-to-day operating conditions at the manufacturing facilities. Each BATCH of products can exhibit differences based on operational temperatures at the factory; small variations in colours, inks and dyes used (“dye-lots”); variations in raw-materials available for use; and small variations in protective coatings and finishes applied.

CURRENCIES AND TAXES

You can pay for your purchases in Australian Dollars (AUD). All product prices on the website include GST (Australian Goods and Services Tax).

GST does not apply to international orders placed by customers residing outside of Australia. The prices that are displayed on the website will be reduced by 10% at checkout.

PAYMENT OPTIONS

You can pay for your purchases by credit card, debit card, PayPal or by EFT Electronic Fund Transfer. Please note that Direct Deposit EFT is available to Australian customers only.

1. CREDIT / DEBIT CARD: VISA, MASTERCARD or AMEX will be accepted and processed via PayPal. Don’t worry – you do NOT require a PayPal account to use your credit card. Your details will be securely and safely processed using the latest encryption technology on PayPal.

2. PAYPAL: Select PayPal at checkout to pay directly from your bank account or credit card. Please note that, items will only be shipped once your payment has cleared and appears in our bank account.

3. Direct Deposit EFT: To pay by Electronic Fund Transfer, please quote your invoice/order number and/or your name. Please note that, items will only be shipped once your payment has cleared and appears in our bank account.

Please send payments to:

Account name: STAR AND MOSS
Bank: Westpac
BSB: 036 046
ACCOUNT: 124548

Once payment has been sent, please keep a record of the transaction for future reference.

4. CHEQUE: Please make personal or bank cheques payable to “Star and Moss” and send to: Star and Moss, Shop 3, 9 Stanford Way, Malaga WA 6090. Please attach a printed copy of your purchase invoice to the cheque. Please note that, items will only be shipped once your payment has cleared and appears in our bank account.

ORDER PROCESSING

Order processing times vary by product. Please refer to the product page for estimated processing times.

Products marked as IN-STOCK are readily accessible to us via our shop, distribution center or the supplier. In rare cases, where an online “in-stock” item is purchased simultaneous by another customer at our Perth Star and Moss shop, AND we are unable to get a replacement item in a reasonable time, we will advise you and refund your purchase.

Processing your order: It usually takes around 2 working days for us to pack and process your order for shipping. To expedite delivery, at times, items will be shipped to you directly from our suppliers. If your order is sent in multiple shipments (including directly from the supplier) there is no additional charge to you.

AUSTRALIAN DELIVERY CHARGES

We calculate delivery costs based on total weight + packaging (boxes and padding) + packaging size + postal insurance + labour and handling. There is a base rate of approx. $8.50 and a per kilo rate of approx. $1.20 per item. The base rate is only applied ONCE per order. Weight will be calculated as you add items to the cart. In most cases, we will absorb a part of your shipping costs. The price indicated in your shopping cart includes this discount.

Free store pickup option now available in Perth

• Please select “Free In-Store Pickup (Malaga, WA)” as your shipping option during checkout, after entering your billing address.

For international delivery information and rates, please email us via the Contact Us page.

AUSTRALIAN DELIVERY TIMES

Typical delivery times for Australia is listed below. Some deliveries may take longer depending on your location.

AUSTRALIA
2 to 5 working days: most metropolitan areas
5 to 10 working days: most regional and remote locations

 

Deliveries can only be made to physical addresses such as your home or place of work, no PO Boxes. Sorry, our couriers are unable to deliver to PO Boxes.

All Australian orders are sent via Australia Post, Star Track or a similar courier chosen by us. Orders by courier require a signature upon delivery. If you are unavailable to sign for the delivery, the courier will leave a note explaining how you can make alternative arrangements to pick-up or have the item re-delivered.

IMPORTANT: We will take all reasonable care to deliver to the address supplied by you. Please ensure that you double-check your name, address details and telephone number to ensure it is free of errors. We are unable to take responsibility for non-deliveries as a result of incorrect addresses supplied by you.

RETURNS

Change of mind: Please choose your products carefully as we are unable to accept change of mind returns or exchanges. Please note that if you wish to exchange an item, all return postage and packing and re-delivery postage and packing costs must be paid by you.

Damaged, Faulty or Incorrectly Described Items: If the products you receive are damaged or faulty, we will happily exchange the items or offer you a full refund. Please notify us immediately via our online contact form and provide your full name, order number and details of the fault.

IMPORTANT: To assist us with a speedy resolution, please keep the box, packing materials and damaged item for our inspection. Please take clear photos of the box, packaging and the items. This will help us get a better idea of how the damage has occurred. We also ask that you keep all packing and packaging materials for a few days to help lower return costs.

We will process replacements for damaged, faulty or incorrect items within 7 business days of receipt of returned goods.

The processing time for refunds is within 30 days of receipt of the returned goods.

Refunds will only be made via the original method of payment used by you: credit card, debit card, PAYPAL or bank deposit. Please note that based on your financial institution, any credit to your account may take a few days to appear on your statement.

PURCHASING PROBLEMS

If you experience problems completing your purchase, first check that you have entered your credit card information correctly. Then resubmit your order. It may also be worth contacting your credit card provider to ensure there are no issues with your credit account before you contacting us.

To report a purchasing issue, please use our online contact form in the Contact Us page. When contacting us, please include:

1. Your full name
2. Email address
3. Mobile and landline numbers
4. Your location
5. Credit card type (Do not send your credit card number)
6. A clear description of the purchasing issue you encountered.