Shipping & Returns FAQ
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 $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.
*** 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 chose 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. The discounted shipping rate code MUST BE USED at checkout. No refunds or credits will be given. 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 TEETHER.
- Orders containing clothing - $5 using code CLOTHES.
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 HERE.
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 will 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 an out of order item is no longer available.