Frequently asked questions

How long will my order take?

Plan on roughly three to six weeks from order to doorstep. Dispatch takes 2 to 5 business days, then 10 to 25 business days in transit to most Australian addresses. Regional and remote deliveries take longer.

We quote the longer end on purpose. An estimate that is usually wrong is worse than one that is occasionally pessimistic.

Where do your products ship from?

From our overseas wholesale suppliers, who pack and dispatch your order directly to you. We do not hold stock in Australia. That is what makes a small range viable at a sensible price, and it is also why delivery takes weeks rather than days.

Do you ship outside Australia?

Not yet. Australia only, including regional and remote addresses. We would rather leave international shipping switched off than take an order we cannot fulfil properly.

What does shipping cost?

Shipping charges are not set yet, because they depend on supplier terms still being confirmed. Whatever they turn out to be, they will be shown in full before you confirm an order and never added afterwards.

Can I get an order faster?

No. There is no express option, because the parcel travels internationally regardless of how the order is placed. If you need something this week, buy it locally. We would rather say that than take an order we cannot serve.

Will I get a tracking number?

Yes. Every order is sent with tracking, and we email the number once the carrier has scanned the parcel. That is usually a few days after dispatch rather than the same hour.

My tracking has not updated in a week. Is the parcel lost?

Probably not. Tracking on international parcels goes quiet in the middle. It is normal for a tracking page to sit unchanged for a week or more while a parcel is in transit or waiting on customs, then update several times in one day.

If tracking has not moved at all for ten business days, email us with your order number and we will chase the carrier.

What if my item arrives damaged, faulty or wrong?

Email us with your order number and photographs of the item and the packaging, and keep the packaging until it is sorted. You have guarantees under the Australian Consumer Law that we cannot exclude, and we will not ask you to pay return postage or to deal with the supplier yourself.

Can I return something because I changed my mind?

The change of mind policy has not been finalised, because it depends on return handling arrangements still being confirmed. It will be published in full, with the exact period and who pays postage, before checkout opens. Your consumer guarantee rights for faulty items are separate and apply regardless.

Can I cancel an order?

Yes, if it has not been dispatched. Email us and we will cancel it and refund you in full. Once a parcel has left an overseas supplier we cannot recall it, and it has to be handled as a return instead.

How can I pay?

Checkout is not open yet. When it opens we intend to accept credit and debit cards and PayPal. The final list of payment methods is confirmed once the payment processor is set up, and this answer is updated then.

Do your prices include GST?

Yes. Every price on this site is the total price in Australian dollars and includes GST. Mossfinch is registered for GST, ABN 63 107 258 045. GST is never added on top at checkout, and you will not see a GST-exclusive figure anywhere on this site.

Are there extra charges at checkout or when the parcel arrives?

The product price includes GST. Delivery charges, where they apply, are shown separately before you confirm the order. There is nothing further to pay when the parcel arrives, because GST is collected at the point of sale rather than at the border.

Can I get a tax invoice?

Yes. A tax invoice is available on request for any order, and it is issued automatically for orders over $82.50. Email us with your order number if you need one for an order under that amount.

What is on the tax invoice?

It states that it is a tax invoice, identifies Mossfinch and our ABN 63 107 258 045, shows the date it was issued, describes what you bought including quantity and price, and shows the GST payable, which is one eleventh of the GST-inclusive total. Invoices of $1,000 or more also show your name or ABN, as the law requires.

I am buying for a business. Can I claim the GST?

If you are registered for GST and the purchase is for your business, a valid tax invoice is what you need in order to claim a credit. We will supply one. Whether you can claim it is a question for your accountant, not for us.

Why do the specifications on your product pages say TODO?

Because we have not been given those measurements in writing by the supplier yet, and we are not going to invent them. A guessed dimension on a storage product causes returns and disputes, and it would be a misrepresentation. The real values are published as soon as we have them.

Will it fit my space?

Measure first. Once the fit notes are published they will state what a product does not fit as clearly as what it does. In the meantime, email us with your measurements and we will give you a straight answer, including if the answer is that we do not know yet.

Do I need to drill holes?

Where a product needs no drilling and no power tools, it carries a No drilling required badge at the top of its page. Where that badge is absent, we have not confirmed the installation method with the supplier yet and are not going to assume. Around a third of Australian households rent, so this is not a detail we treat casually.

Why are there no reviews?

Because we have not sold anything yet, so nobody has written one. When there are reviews on this site they will be from people who actually bought the product. We are not going to fill the gap with anything else in the meantime.

Are you an Australian business?

Yes. Mossfinch is an Australian sole trader, ABN 63 107 258 045, registered at 24 Canton St, Canterbury, Australia. The business is Australian and sells to Australian customers. The products are made and shipped by overseas suppliers, which we state on every product page.

Do you have a shop I can visit?

No. There is no shopfront and no warehouse. The address on our contact page is a registered business address for correspondence, so please do not send returns there without emailing first.

Why can I not buy anything yet?

Checkout is not open. The catalogue is published first so you can see the whole range and read everything we know about each product before any of it is for sale. Prices, full specifications and ordering go live once supplier terms are confirmed in writing.