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FAQs

When will my order be delivered?

Our team works hard to ensure the safe and timely delivery of your order. Delivery time is dependent on your location in Australia and the quantity you have ordered. Please see below for estimated arrival times for different locations around Australia:

Metro New South Wales

Samples and small orders of a few sheets: 2-3 business days from dispatch

Large orders: 3-4 business days from dispatch

Regional New South Wales

4-5 business days from dispatch

Victoria

2-4 business days from dispatch

Queensland

3-5 business days from dispatch

South Australia

6-7 business days from dispatch

Northern Territory

7-10 business days from dispatch

Western Australia 

7-10 business days from dispatch

Tasmania

10-12 business days from dispatch

Please refer to our Delivery information page for more information. 

Do you deliver across Australia?

We deliver Australia-wide but for delivery to Tasmania, Northern Territory and Western Australia, please contact us at info@mosiacmode.com.au and we will arrange your order manually. (This is to ensure you receive the most cost-effective shipping.)

What time will my delivery arrive?

As we use third-party freight companies and couriers to deliver your order, unfortunately, we cannot specify a precise delivery time. All deliveries should be between 9am-5pm.

Can I pick up my order?

Yes, all orders are packed in Sydney and may be collected if you reside in NSW. Simply select the "Pick up from warehouse" option at checkout.

Once you place your order, our team will be in touch within 24 hours to confirm the pick-up location and order details. Please note, this address is our supplier's warehouse and opening hours are between Monday - Friday, 9am-4pm.

If the order is not picked up within four months of the order date, it will be considered forfeited and no exchanges/refunds will be given. 

How much is shipping?

Shipping is calculated at checkout based on weight. If you are looking at purchasing more than 7m2, please contact us so we can organise the most affordable delivery rate for you.

For shipping to Tasmania, Northern Territory and Western Australia, you will also need to contact us at info@mosiacmode.com.au so we can arrange an affordable rate.

What if I want a large quantity?

Please contact us at info@mosaicmode.com.au to confirm stock availability. There could be a delay in receiving stock for large orders. Due to the nature of our products being fragile and heavy, the delivery cost will vary depending on time, weight and destination.

Can I order samples?

Of course! You can select up to seven samples for $17. This cost is redeemable on your next order over $300*. Simply email us with your order number and we'll process your $17 refund.

*Cannot be used in conjunction with any other discount, e.g. 5% welcome code.

What size are the sample pieces?

The sample pieces you can purchase are roughly 6cm x 6cm in size. If the mosaic piece is larger, you will receive an adequate size. 

What happens if my mosaics are damaged or the order is incorrect?

You must notify us of any faults or damages within 24 hours of receiving your order. Take photos of any damages or issues in the original packaging to help us identify the cause and assist us in improving our delivery service.

Due to the nature of the goods, it will be deemed acceptable if there are a few broken mosaics and we recommend that you use them where cuts are necessary.

If on first inspection you notice there are damages, please indicate this on the driver’s paperwork.

Please read our full Terms & Conditions.

What if I order too many tiles?

Unfortunately, we do not accept the return of surplus tiles. However, we do strongly recommend you order approximately 5% for wastage due to cutting.

Can I return my order if I change my mind?

We do not give refunds if you simply change your mind or make the wrong selection. 

We strongly recommend you take advantage of our samples boxes so you know exactly what you are purchasing prior to placing your order.

In the case where your order is faulty, we will offer you a refund, credit note or exchange. Please contact our team, who will be happy to assist with any issues. 

You can also read our full Terms & Conditions. 

What happens if I make a purchase but you don't have enough stock to fulfil it?

In the unlikely event that we are unable to immediately fulfil an order that has been placed, we will offer you two options:

  1. We will inform you as soon as possible of when the goods will be available and contact you again when we are able to fulfil the order; or
  2. We will provide a full refund immediately. 

Our team can assist you if you would like to backorder items. Please note there may be slight differences in colour batch.