Shipping, Returns & FAQ
PLEASE EXPECT DELAYS WITH AUSTRALIA POST DURING THE COVID CRISIS.
How much does shipping cost?
Final postage costs for your order can be seen during checkout, and may change as you alter your cart. Twenty One Moore reserves the right to update and adjust shipping costs at any time.
- Standard shipping within Australia is a flat-rate of $10.00*
- Shipping is FREE for orders over $100 (previously $150) and will be discounted automatically**
- Local pick up/drop off is FREE and available to very selected areas using the code LOCAL***
- Express shipping within Australia is currently not available as it cannot be posted from an area within the guaranteed Express shipping zone. If you would still like to utilise Express post, please contact before your order is made.
- International shipping varies per country and does not include any extra services (tracking, etc) unless requested and additional fees are paid. Additional charges apply for large items - please contact us via e-mail email@example.com for a quote before placing your order.
* Standard shipping within Australia only, does not apply to international orders.
** Standard shipping within Australia only, does not apply to international orders. Free shipping is excluded when there is a sale on.
*** Local pick up location is Mount Walker/Narembeen, Western Australia. Local drop off locations in Western Australia ONLY include Mount Walker, Narembeen, Hyden and Merredin. Dates and times will vary for this service, so it is advised to make contact before proceeding. The code LOCAL must be used at checkout and is valid only for above locations. This includes the use of promotional and event codes that include local. For both pick up and drop off, the invoice and a valid ID must be shown to receive goods. You will also need to sign a proof of pick up.
Discounted Shipping rates are available on clothing and small items. Your order must contain ONLY the item in which you choose the discounted shipping. For example, to utilise the print/card discounted shipping rate, your order must contain ONLY prints and/or cards. If your order contains items that are not included in that discounted shipping rate, the code is not valid and standard shipping applies. Shipping costs will be invoiced. The discounted shipping rate code MUST BE USED at checkout. No refunds or credits will be given. PLEASE NOTE: Discounted shipping is available within Australia ONLY and will be sent by the most economical means which does not guarantee a tracking number. The discounted shipping rates and codes are as follows:
- Orders containing prints (excludes art pieces) and/or cards only - $2.00* using code PRINT.
- Orders containing teethers - FREE using code FREESHIP.
- Orders containing bibs - FREE using code FREESHIP.
- Orders containing clothing - FREE using code FREESHIP. (Previoulsy $5).
More discounted shipping rates to be added.
When will my order be sent?
Twenty One Moore will process your order and have it ready for dispatch to Australia Post within 48 hours (during standard business hours WST). Please check below and socials (Facebook and instagram) for any variations to this. This does not include local pick up and drop off options. Once in the hands of Australia Post, delivery times lay solely with Australia Post. Twenty One Moore is no longer liable. For estimates of delivery times for Australia Post, please see their website https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/
VARIATIONS TO SHIPPING TIMES WILL ALWAYS BE LISTED BELOW.
VARIATION! CORONA VIRUS - PLEASE NOTE THAT WE SHIP WITH AUSTRALIA POST SO CURRENT SHIPPING TIMES WILL BE SLIGHTLY DELAYED. PLEASE CONTACT US IF YOU REQUIRE EXPRESS SHIPPING - ADDITIONAL COSTS APPLY.
SHIPPING DELAY! Orders placed between Christmas and 3rd Jan will not be shipped until 4th Jan.
How will my order be shipped?
Twenty One Moore currently uses Australia Post to send all orders. You will be notified by SMS/Email when your order has been lodged with Australia Post. If valid, a tracking number will be issued, and you can then track your order with Australia Post. To track your order with Australia Post, please see their website https://m.auspost.com.au/view/tracking
Where do you ship?
We currently focus on shipping within Australia, however we do offer limited international shipping. Shipping costs will vary according to the order. Additional features including tracking, signature on delivery and extra cover are not included, but can be requested for an additional fee. International orders are posted using the most economical means, so timing varies. Please get in touch before you order if you would like an estimate. For enquiries regarding international orders, please email firstname.lastname@example.org.
What happens if my items get lost in the mail?
You will need to contact Australia Post with your order details, including your tracking number. If your items can’t be located, you will need to lodge an enquiry with Australia Post. Once your items are in the hands of Australia Post, Twenty One Moore is no longer liable. We will however do all we can to assist in locating the items, so please email email@example.com.
What happens if my items get damaged in the mail?
You will need to contact Australia Post with your order details, including your tracking number. Once your items are in the hands of Australia Post, Twenty One Moore is no longer liable. We will however do all we can to assist, so please email firstname.lastname@example.org.
What happens if I receive an incorrect item?
If you receive an incorrect item on your order please email email@example.com straight away and we will arrange for the correct item to be sent to you. We will also arrange or reimburse for return postage of the incorrect item.
What do I do if an item is missing from my order?
Please contact Twenty One Moore immediately. It may have been posted in a separate parcel. In the rare chance that an item was missed from your order, we will send the missing product straight away.
Can I exchange an item?
Yes! Exchanges are available on all items within 30 days of purchase. This does not include sale and promotional items. All items must be unused and in their original condition and packaging. Additional shipping fees are not covered by Twenty One Moore. Please contact us via email at firstname.lastname@example.org to organise an exchange. Exchanges are accepted for orders within Australia only.
Can I refund an item?
Yes and No! Refunds are available on all full priced items within 30 days of purchase where the product is damaged or faulty. We do not offer cancellations or issue refunds for change of mind. Refunds are not available for sale and promotional items. Twenty One Moore is not liable for the order once it has been lodged with Australia Post, and as such is not liable for any delays in shipping. Refund requests due to shipping times will not be accepted. Items will be posted from postcode 6369, so please visit Australia Post to calculate delivery times prior to ordering. All items must be unused and in their original condition and packaging. Refunds are accepted for orders within Australia only.
Can I get a credit note?
Yes! Credit notes are available on all items within 30 days of purchase. This does not include sale and promotional items. All items must be unused and in their original condition and packaging. Additional shipping fees are not covered by Twenty One Moore. Please contact us via email@example.com to organise a credit note.
How do I organise an exchange, refund or credit note?
Please contact Twenty One Moore immediately, by emailing firstname.lastname@example.org.
Out of stock items:
A warning message is displayed at checkout when you have ordered something that is out of stock, however the order may still be processed through the system. If you order an item that is out of stock, you will be contacted via email. You will be advised whether the item will be re-ordered, or offered a refund. The refund applies to the out of stock item only. A full refund of your order will not be granted on the grounds that part of your order contains an out of order item.
We currently offer an in-house traditional style lay-buy, where goods can be ordered and put aside but must be paid in full before the order is shipped. Payment options currently available are listed below, however please get in touch if you would like to request an alternative.
$50 or less: max of 5 equal weekly payments.
$100 or less: max of 8 equal weekly payments.
$101 or more: max of 8 equal weekly payments, or max of 4 fortnightly payments, or max of 2 monthly payments.
How to order using lay-buy:
1. Place products in cart
2. At checkout, click 'Bank Transfer' as payment option
3. In notes, write 'Lay-buy' and leave your email address
4. I will be in touch to discuss your payment options
5. Once your payment option is agreed upon, you will receive a paypal invoice on the day before the agreed dates
6. When final payment is made, your order will be posted
Non-payment will result in your order being cancelled and an administration fee (equal to one payment) being charged, with the balance of any monies paid being refunded via paypal (less any paypal charges). You will receive a reminder to pay within 24 hours of non-payment, and then a cancellation notice if not paid within 48 hours of the original invoice due date.
I love to save - can I use a discount code on already discounted products?
Yes! Unless you are notified otherwise. Please ALWAYS read the product description. You will be notified in the description section of the product you are buying if further discounts are NOT valid. If you use a code on a discounted product that does not allow further discounts, a paypal invoice for the balance will be issued. This will need to be paid before the order can be processed.
Urgh! Why do I get an error message saying something is out of stock, but I can't see what product is out of stock?
When something is out of stock or not in the desired qty, you are still able to put it in your cart, but you won't be able to check out. During check out, an error message will appear and the products with an issue will be marked with ***. If you cannot see the ***, this will be due to the configuration of the mobile phone view. Try putting your phone into landscape mode so you are able to see more of the screen. If you continue to have problems and don't have access to a computer, please contact us via email or social media messages.
Um, has my packaging been used before?
It sure has! We are proud to move in a more eco conscious direction, and so where possible we will always re-use packaging! Your order may not be packed in the prettiest way possible - but it will be safe and we know you will LOVE our beautiful products.
My kids use shoe boxes as sheds - why didn't I receive one?
If you kids are anything like ours, they will use shoe boxes as sheds all over your house. Like, allllll over your house. If this is the case, please let us know that you would like the shed, I mean box, and we will look into getting it to you. However, we generally send the shoes without the box to keep our shipping costs down and to enable us to offer a great flat rate shipping fee.
My order includes products that are in stock and on pre-order, when will I receive them?
Your order will be placed on hold until the products on pre-order arrive. If you'd like the in-stock products immediately, please put them through as a separate order. You will need to pay additional shipping costs.