Frequently asked questions
We know shopping online isn’t the same as seeing a product in person, so we’re here to help with any questions you may have.
Below are answers to some of the questions we’re asked most often.
What does “Available to Order” mean?
Available to Order means the item isn’t currently in our hands, but we’ll order it especially for you once your purchase has been made.
We carefully choose these products based on their quality, popularity and the reliability of our trusted Australian suppliers.
Please allow approximately 7 days for dispatch. We’ll keep you updated and provide tracking details once your order has been shipped.
What does “Pre Order” mean?
Products marked Pre Order are currently on their way to us or one of our Australian suppliers but haven’t arrived yet.
You can reserve your item before it becomes available, and we’ll dispatch it as soon as stock arrives.
If there are any unexpected delays, we’ll keep you updated.
Will the product look exactly like the photo?
We do our best to provide accurate descriptions, colours, sizes and photographs for every product. However, colours may vary slightly between screens, and handcrafted items may have natural variations that make each piece unique.
Do you have a physical store I can visit to see the products?
Our products are currently available online only.
While we no longer have a physical store, we’re always happy to answer any questions or provide additional information to help you shop with confidence.
What payment methods do you accept?
We offer a range of secure payment options, including Credit/Debit Card, Google Pay, Afterpay, PayPal and Direct Deposit.
US customers may request a PayPal invoice in USD.
Do you ship internationally?
Yes. We currently ship to New Zealand, the United Kingdom, Canada and the United States. If you’re located elsewhere, please get in touch and we’ll be happy to check whether shipping may be possible.
How much is shipping?
Shipping costs vary depending on the size, weight and destination of your order.
Some products on our website ship from different locations.
If your order contains items from two (or more) locations, they will be sent in separate parcels.
Shipping within Australia starts from $12. For larger or heavier items, you can request a shipping quote directly from the checkout page.
When will you ship my order?
We aim to dispatch all orders as quickly as possible. In-stock items are usually shipped within 1–3 business days, while products marked “Available to Order” generally dispatch within approximately 7 days.
For pre-order products, the expected dispatch date is shown on the product page.
How can I track my order?
Once your order has been shipped, we’ll send you an email with your tracking details so you can follow your parcel’s journey.
Can I pick up my order?
If you’re local to Hervey Bay, pickup from River Heads may be available by prior arrangement. Please contact us before placing your order to confirm your items are eligible for collection.
For more detailed information, please visit our shipping page.
Can I return an item?
We want you to be happy with your purchase. If you need to return an item, please contact us within 7 days of receiving your order so we can help you with the process.
You can also read our return policy for more information.
What if my order arrives damaged?
If your order arrives damaged, please contact us as soon as possible and include photos of both the packaging and the item. We’ll work with you to resolve the issue as quickly as we can.
How do I get a refund?
Refunds are provided in accordance with Australian Consumer Law. For change-of-mind returns, we offer an exchange or store credit, provided the item meets the conditions outlined in our Returns Policy.
We’ve been online since 2019, carefully selecting products that we’d be proud to have in our own homes or give as gifts.
We believe shopping should be enjoyable, with quality products, honest service and a personal touch.
Every product is chosen for its quality, style and value. Whether stocked by us or supplied through trusted Australian partners, we want you to shop with confidence and receive products you’ll love.
Read about the Masa Masa story.