Shipping policy

Last Updated: 2 September 2026

This Shipping Policy applies to orders placed with Moch Collective through mochcollective.com.au. It should be read together with our Terms & Conditions and Returns & Refunds Policy.

Orders are dispatched from Sydney, New South Wales, Australia.

SHIPPING RATES & ESTIMATED DELIVERY TIMES

Service	Estimated time after dispatch	Cost
Standard Australia — orders $150 AUD and over	2–8 business days	FREE
Standard Australia — orders under $150 AUD	2–8 business days	$10 AUD
Express Australia	1–4 business days	$15 AUD
International	6–15 business days	$50 AUD

Orders are generally processed within 1–3 business days. Processing time is separate from the delivery estimates above.

Delivery timeframes are estimates only and begin after dispatch. Customs processing and circumstances outside our reasonable control may cause international delays. Available services and the final shipping charge will be shown at checkout.

SHIPPING DESTINATIONS

We ship to the destinations available for selection at checkout.

If a country, region or postcode cannot be selected or accepted at checkout, we do not currently offer delivery to that destination.

Available destinations and services may change based on carrier availability, legal restrictions and operational requirements.

ORDER PROCESSING

We aim to process and dispatch in-stock orders within 1–3 BUSINESS DAYS after payment is successfully received and any necessary order verification is completed.

Business days exclude Saturdays, Sundays and public holidays in New South Wales. Orders placed outside business hours are treated as received on the next business day.

Processing may take longer during launches, promotions, peak periods or circumstances outside our reasonable control.

If a product has a different dispatch timeframe, such as a preorder, it will be stated on the relevant product page or otherwise communicated before purchase.

An automated order confirmation acknowledges receipt of your order. As stated in our Terms & Conditions, acceptance ordinarily occurs when we confirm dispatch or otherwise expressly accept the order.

SHIPPING COSTS

Available shipping methods and charges are calculated or displayed at checkout before payment is completed.

Charges may depend on the destination, parcel size or weight, order value and selected service.

Any free-shipping offer is subject to the conditions stated with that offer, including any minimum spend, eligible destination or promotional period.

DELIVERY ESTIMATES

Estimated delivery timeframes may be displayed at checkout, in an order or dispatch confirmation, or by the relevant carrier.

Processing time and carrier delivery time are separate. Delivery estimates begin after dispatch and are estimates only unless we expressly agree otherwise. They are not guaranteed delivery dates.

Delivery may be affected by:

carrier delays;
severe weather;
public holidays;
transport disruptions;
customs processing;
incorrect address information;
security checks; or
other circumstances outside our reasonable control.

Nothing in this section limits any right you have where goods are not supplied within an agreed or reasonable time under applicable law.

TRACKING

Where tracking is available for the selected service, tracking details will be sent to the email address or contact details provided at checkout after dispatch.

Tracking events are supplied by the carrier and may take time to update.

If you have not received an expected dispatch or tracking message, please check your junk or spam folder and confirm that the contact information used at checkout was correct before contacting us.

DELIVERY ADDRESSES

You are responsible for providing a complete and accurate delivery address, recipient name and contact details.

Please review these details carefully at checkout.

If you notice an error, contact us immediately. We will make reasonable efforts to assist, but cannot guarantee that an address can be changed after an order has been processed, packed or dispatched.

To the extent permitted by law, Moch Collective is not responsible for delays or reasonable additional costs caused by incorrect or incomplete delivery information supplied by the customer.

AUTHORITY TO LEAVE AND DELIVERY INSTRUCTIONS

If you select, request or authorise authority to leave, safe drop or another delivery instruction, the carrier may leave the parcel at the nominated location in accordance with its procedures.

Please choose a secure delivery location. Delivery instructions are requests and may not be followed where the carrier considers them unsafe, impracticable or inconsistent with its rules.

Authority to leave or another delivery instruction does not exclude, restrict or modify any right or remedy that cannot lawfully be excluded, restricted or modified.

INTERNATIONAL ORDERS, CARRIERS, CUSTOMS AND IMPORT CHARGES

International orders are shipped from Australia using Australia Post International Standard with tracking. After arriving in the destination country, parcels may be transferred to the local postal service for customs clearance and final delivery.

International orders are shipped DAP (Delivered at Place), unless checkout expressly states otherwise.

Unless expressly shown at checkout, product prices and shipping charges do not include customs duties, import taxes, VAT, carrier handling fees or other government charges.

Any applicable import charges are determined by the destination country and are the recipient’s responsibility. These charges may need to be paid before the parcel is released for delivery.

The customer is responsible for ensuring that the product can lawfully be imported into the destination country.

Customs processing may extend the estimated delivery timeframe and is outside our reasonable control.

If an order is refused, unclaimed or returned because import charges were not paid, any eligible refund will be processed after the parcel is returned to Moch Collective. Original shipping, return shipping and other reasonable unrecoverable costs may be deducted where permitted by law. Any refund or redelivery will otherwise be handled consistently with our Returns & Refunds Policy and applicable law.

MISSING, DELAYED, DAMAGED OR INCORRECT DELIVERIES

tracking has not updated for an unusual period;
your parcel is materially overdue;
tracking says delivered but you cannot locate the parcel;
the parcel or product arrived damaged;
items are missing from the parcel; or
you received an incorrect product.

Email mochcollective@outlook.com with your order number and the relevant details.

For damaged or incorrect deliveries, please include clear photographs of the product, parcel, shipping label and packaging where reasonably possible.

We may confirm delivery details with you and work with the carrier to investigate. Investigations can take time, but we will take reasonable steps to address material delivery issues.

Any remedy will be provided in accordance with the circumstances and applicable law.

PARCELS RETURNED TO SENDER

A parcel may be returned to us because:

the address was incorrect or incomplete;
it was unclaimed;
delivery was refused;
applicable import charges were not paid; or
delivery could not be completed for a reason attributable to the recipient.

If this occurs, we will contact you or you may contact us to discuss available options.

You may be required to pay reasonable additional shipping costs for redelivery where permitted by law.

Any refund request remains subject to our no-change-of-mind policy and rights that cannot lawfully be excluded.

SPLIT SHIPMENTS

We may occasionally send an order in more than one parcel.

If this occurs, you will not be charged additional shipping solely because we chose to split the shipment. Separate tracking details may be provided for each parcel.

For questions about shipping or an existing delivery, contact:

Moch Collective
Sydney, New South Wales, Australia
Website: mochcollective.com.au
Email: mochcollective@outlook.com

Please include your order number where available. We aim to respond as soon as reasonably possible.