Processing Orders

I pack orders on Mondays, Tuesdays and Thursdays. I ship on Tuesdays, Wednesday and Fridays.

Shipping times may vary during peak times including Public & other holiday periods, or busy periods, such as after sales.

Packaging

I use Australia Post packaging boxes or satchels where possible. If the package is a non-standard size, I use purpose sourced containers or recycled boxes, and environmentally friendly or re-cycled packaging material where I can.  Orders are wrapped in honeycomb paper or bio-degradable bubble-wrap, 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 us improve our packaging methods).

Local Collection (Free)

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

Postage within Australia

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

Correct postal 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.

I use Australia Post shipping:

• Australia Post offer standard rates for parcels under 5 kg using Australia Post packaging. Costs (as at July 1, 2024) are:
  • Small Satchel/Box: $10.50
  • Medium Satchel/Box: $15
  • Large Satchel/Box: $20
  • Extra Large Satchel/Box: $25
• Parcels shipped in other packaging is based on cubic weight, and is:
  • Up to 500gms: $10.50
  • 500gms – 1kg: $15
  • 1kg to 3kg: $18
  • 3kg to 5kg: $22
• Shipping costs for any parcel over 5kg may vary depending on the size of the parcel AND your postcode.
• Shipping costs cover packaging, postage and handling.

Should postage vary from what you have paid, I will either refund any extra payments, or contact you to discuss any additional charges.  I have updated the web-site so that it calculates shipping rates as best I can, but some ‘combined’ order calculations may be a little out.

Express Post

• An additional $5 above Parcel Post for standard Australia Post boxes under 5kg.
• Cost may vary for larger or heavier packages.

Postal Tracking

• All packages are tracked, and a tracking number provided.
• Track your parcel  here. (Link is also available on the Home page, or from within your Account Page).
• 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.
• Post COVID, delivery timeframes with Australia Post still can be uncertain. I recommend selecting Express Post for quicker delivery as these parcels DO get priority).

International Shipping

Due to demand, I have re-commenced international shipping. 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
• Whilst all care is taken when packing your order, some breakages can occur.
• I do not ship these products internationally:
  • Glass sheets – Glass is too fragile to ship internationally without purpose-built packaging, which I do not do
  • Grout – Due to weight, cost of shipping is prohibitive
  • Thermasheet & Acrylic Sheet – Local alternatives are available in most countries. The product may snap unless special packing is used. My packing is fine domestically, but not intended for international use.

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

Merlin Mosaica is not responsible for any import duties or customs fees that may be payable. These are the purchasers responsibility.