FAQs

Where do you source your products?

Our products are designed and made in our home studio.

What are the shipping costs?

Shipping costs are calculated by parcel size and weight at checkout by our carriers.

For Australian orders, we use Australia Post or Sendle depending on location.

For International orders, we use Australia Post. Buyers are responsible for any customs and import taxes that may apply.

Tracking details will be emailed to you once your parcel is shipped.

How long does delivery take?

***PRE-ORDERS will begin shipping in SEPTEMBER 2023.***

After the pre-order period, it can take up to 4 weeks to complete your order. Just 2 mamas are working together to create all the baubles and we appreciate your patience during the Christmas rush. Thank you.

***Please allow for extended delivery during the Christmas period. We follow the guidelines from our carriers (Aus Post & Sendle), but due to the uncertainty of current COVID-19 restrictions, these can change without notice. We will continue to update our shipping times when required.***

For stocked items, orders will be dispatched 1 – 3 business days upon receipt of payment and are typically delivered within 3 – 5 business days (within Australia).  

For made-to-order, please refer to the product description for lead times. Our Personalised Christmas Baubles are handmade by an individual person and can take up to 6 weeks before shipping.

RETURNS & EXCHANGES

Personalised and custom made items are not eligible for returns or refunds. We do not offer refunds for 'change of mind' purchases, but can exchange with return postage at the buyers expense. Contact must be made via email within 48 hours of receiving the product. Items must be unused and in their original packaging. Items must be sent back within 14 days of purchasing. If a product is faulty, please contact us within 48 hours of receiving your purchase at hello@matteandgloss.com.au.