FREQUENTLY ASKED QUESTIONS

Whilst I do not encourage phone orders, if you are having difficulty placing an order, I can assist by raising the order for you.

I will send you a pro-forma invoice which you can pay by either Credit Card, or Direct Bank transfer. Please advise which you prefer when you are on the call with me. If unsure, I will send a pro-forma invoice to be paid via Bank Transfer.  Bank Details are on the bottom of the invoice.

Merlin Mosaica offers a number of payment options. Direct Bank transfer is our preferred option:

• Direct Bank Transfer (Aust only): Upon checkout you are presented with our Bank Details. Once your transaction is completed, please access your private online banking application and use the details we provide to make the payment. I recommend you save me in your Payee list. Direct Bank Transfer initially takes a bit more effort from you, but returns me the full purchase amount. I pay a fee to offer all other methods.  I do not adjust the price to cover this.
  Merlin Mosaica BSB: 062-692, Account: 4756 8513
  To speed up processing, please email a screen shot of the generated receipt.
• Afterpay: Splits your payments in 4 equal instalments. The first is payable at the time of purchase, with the remainder due every fortnight. I will process your order upon purchase (I don’t need to wait for the final payment). Pay on time and incur no fees. Pre-approval is available at time of purchase. An Australian company
• Credit Card: You can pay via credit (or debit) card. I use a third party application (Stripe) to process your card. I do not have visibility of your credit card details, EVER.

NOTE: Merlin Mosaica does not accept cash or cheques, nor do I accept Credit Card payments over the phone.  I do not offer PayPal either.

If, for any reason, I have to request additional monies from you (insufficient postage, additions to an order, etc.), I will attempt to phone you to discuss. Once agreed, I send an invoice to your email, depending upon your payment method.  I can invoice via your credit card, or send you details so you can make a direct deposit

If I can pack your order into a smaller package, I will refund any excess postage fees.

At the bottom of my web-site is a black band. There you will see “The Account Zone”

This has:

• My Account: Login here to see all your orders, including the tracking number for each, and your Billing and Shipping addresses, balance of any Gift cards you may have, and more. THis is where you can reset your password
• Wishlist: Check out what is in your wishlist, and the current staus of the product.  You can add to the cart directly from there.
• Rewards: Details of our Rewards program, and your points balance
• Newsletters: Account holders can read all Newsletters here

Items are sometimes available for order on Backorder if new stock is on its way, and the price is unlikely to change.

If your order contains an item on Backorder, the entire order will be held until the Backordered item(s) arrives at our store.

If you want other items in the order shipped beforehand, additional shipping charges may apply.

This can happen from time to time.  If I have had to remove any stock, or if a customer purchases in-store, my online inventory may get out of step.  I will issue a refund, store credit or replacement to the same value.

Yes, we do. You can read about our Refund &Returns Policy here

I personally photograph the majority product once received, in natural daylight.  A small number of product images are from my suppliers.  Although the photographs are untouched (except for cropping, straightening and application of watermarks) colours may vary from those depicted on your screen or monitor. Therefore, I am unable to guarantee the accuracy of colours shown on your screen.

If you do receive a product that is not the colour you had expected, you are able to make use of our returns policy for an exchange or refund for the item purchase price.

As a small business owner, sometimes my days get busy and I am not always able to process orders immediately (I could be cutting glass, out and about picking up substrates, or in meetings with suppliers).  Please allow 2-3 business days for processing.  I run this business single handedly, so sometimes I get very busy.  I do try to process orders as soon as possible, so they can be prepared for shipping and sent out quickly.

Shipping times may vary during peak times including Public & other holiday periods. I will always endeavour to get orders dispatched as soon as possible.

I try to use Australia Post packaging boxes or satchels where possible. However, I do have a lot of stock that either comes in its own box. or does not fit into Australia Post packaging. Wherever possible I use purpose sourced containers or recycled boxes.

I use environmentally friendly or re-cycled packaging material where I can.  Orders are wrapped in honeycomb paper, and I use Eco peanuts as void fill. These will break down in water, and are anti-static.

Every effort is made to pack the items safely, and into the smallest possible package. Please contact me should you experience any breakages (Send me a photo – that can help me improve my packaging methods).

I am happy to have you collect your order directly from Calwell, ACT.  I will advise via text or email when your order is ready for collection. Please contact me to arrange a collection time.

I use Australia Post shipping. Please ensure you select the appropriately sized Parcel Post option. Express Post can be selected on the checkout page, using a checkbox provided.

Correct addressing is your responsibility. Complete your shipping details clearly and correctly.  If goods are sent back due to incorrect addressing, a re-ship charge may apply.

All packages will be tracked, and a tracking number provided. You can find the tracking number by accessing your My Account Page, and selecting Orders from the Dashboard.
Please check your email (including your junk mail folder) for tracking updates from Australia Post.
I also check on the delivery status of our packages regularly.

Transit Insurance

Australia Post insurance against damage or loss up to the value of $100 is included in postage costs. Any orders with a value of more than $100 will incur an Insurance fee (payable to Australia Post) of $2.50 for every additional $100 or part thereof.

Due to COVID, delivery timeframes with Australia Post can be uncertain. I recommend selecting Express Post for quicker delivery (although Aussie Post are not guaranteeing next day delivery, these parcels DO get priority).

A SMALL box of up to 5KG is $10.00 Australia-wide.
A MEDIUM box of up to 5KG is $15.00 Australia-wide.
A LARGE box of up to 5KG is $20.00 Australia-wide.
Express Post is an additional $5 above Parcel Post for standard Australia Post boxes (above). For other non-standard parcels, Express post varies dependant upon the weight and dimensions of your parcel AND the destination postcode.

This cost may vary for larger or heavier packages. Shipping costs cover packaging, postage and handling.

Letter Post

I offer letter post with tracking for $5.00 Australia-wide. As above express is available for an extra $5.00 Australia-wide. These are for small packages, such as beads. I think it is unfair to charge $10 for a box or satchel for a small order of beads. Please be aware though, that if your order includes LOTS of beads, I may have to use a small parcel satchel. Should this occur, I will advise of additional postage charges.

International Shipping (except to NZ) has been suspended at this time.

Due to demand, I have commenced international shipping for MOST items.  I do not ship grouts internationally, and any glass shipped internationally is at your own risk.

The web-site does not provide automatic pricing for international shipping.
I am not in a position to enter into commercial arrangements with international shippers. As such, international shipping can be quite expensive. Please consider carefully. If you are purchasing from overseas:

• Please email me a list of the products you require, and your email and shipping address.  I will estimate shipping and email you an invoice for payment.
• please ensure you add my email to your address book, so you can get the quote.
• preferred payment method is Direct Bank transfer.
• Alternatively, PayPal can be used.
• If acceptable, finalise the order as normal. If not, do nothing, and the cart will be abandoned after 5 business days.
• Your order will be processed once payment is received

All prices and quotes are in $AUD. Make sure you check your conversion rates before agreeing to proceed.

Your personal data will be used to process your order and support your experience throughout this website. When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.

Under the Privacy Act (Australian Privacy Principles 12 and 13) you have the right to ask for access to personal information that we hold about you, and ask that we correct that personal information.

We do not sell your information to any one for any reason. Your contact information is used only by us in connection with your order. If you choose to sign up for our newsletter, your email address will only be used by us to have newsletters and sales alerts sent to you from Merlin Mosaica.

NOTE: If you ask us to delete your account for any reason, please be aware that if you have made a purchase from us, your details will remain in the orders file for a period of seven (7) years, as required by law.

Gift vouchers are redeemable in-store, across the entire product range (including shipping). They can also be used towards the purchase of a course or workshop.

Discounts are applied at our discretion.
Unless expressly stated, Loyalty discounts do not apply to Postage and Packaging.

There is a green oval button on the right hand side of the website ( on a desktop or laptop), or a round green button at the bottom right-hand corner on a mobile device. Click on this, and you’ll see a mini-dialogue box, with all your details in it

Click on the “Your Rewards”button, and you will see the Loyallty dialogue.
The first (left) tab is labelled “Referral”, and is predented to you by default.  There is a copde with a “COPY” button next to it. Copy the code, and email ii to your friend.

They will get a 10% discount off their first order (over $20) , and when they order, you’ll earn 200 Loyalty points. How good is that??

Tell us your birthday (Day and Month) and receive a 15% discount coupon to spend up to 30 days before or after the big day!

Open the “Your Rewards” button, and enter the day and month – job-done!

I am Alison Howson, also known as Ali.

I am based in Canberra, and always happy to help any of clients – I’ll happily discuss the use of my products, an upcoming project of yours, or just about anything mosaic.

Please reach out to me on 0455 062 087

Read more about my story on “Our Ethos” and “About Us” pages.

The Seniors Discount (10% off purchase) as available to holders of a valid Senior Card within Australia.  It cannot be used in conjunction with other voucher offers, and does not apply to shipping.