Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at sales@themosaicstore.com.au.

About Us

The Mosaic Store is located in Jindabyne, New South Wales, Australia. We operate an online store from a warehouse premises and send orders daily throughout Australia and internationally.

Our office is staffed on weekdays (excluding public holidays) from 8:00 am till 4 pm (EST). Please call us on 1300 320 392 or email sales@themosaicstore.com.au outside of these hours, and we will get back to you asap the next business day.

As we are a warehouse operation, we are unfortunately unable to accommodate visits to our premises. If you have any questions regarding our products, however please email us at admin@themosaicstore.com.au or call 1300 320 392. 

If you cannot find the answer you are looking for, you can contact customer service between 8 am – 4 pm on weekdays (excluding public holidays).

Phone: 1300 320 392

Email: sales@themosaicstore.com.au.

Yes, differences between batches while not common do occur. The best way to ensure consistency throughout your project is to purchase what you need in one go. Differences between products occur because they are made in batches by the manufacturer.

Delivery & Order Status

Orders are dispatched as soon as possible, normally within 24-48 hours, on weekdays and are sent via Australia Post. If you require your order urgently please select Express post to ensure it gets prioritised.

If you would like it held to a later date please let us know by leaving a note on your order or contact out team on 1300 320 392 or sales@themosaicstore.com.au

Orders Containing Handmade Tiles

If your order contains handmade products, it may take a little longer as our handmade products are made to order. We do our best to make sure our handmade products are made as quickly as possible once your order has been placed. Please allow additional time for your order to be sent.

Orders Containing Special Order Products

Special Order Products aren’t stocked by The Mosaic Store but are available through our supplier network. These items are ordered from our suppliers when you place your order. Please allow 2-3 weeks for your order to be dispatched if you have ordered any of these products.

An order confirmation will be emailed to you as soon as your order is placed, so please check the confirmation carefully to avoid this problem not being detected. If your address has been entered incorrectly, please call us on 1300 320 392 ASAP so we can rectify the error before the parcel has been dispatched.  

Unfortunately, we cannot take any responsibility for addresses that have been entered incorrectly and mailed. If the parcel is returned to us by Australia Post additional postage charges may apply.

Yes, you can enter delivery instructions for Australia Post in the 'Order Special Instructions' box in your shopping cart.

For example - 'please leave at the front door if no one is home'. 

If your parcel has arrived with an item missing, please get in touch with sales@themosaicstore.com.au or call on 1300 320  392 so we can resolve this for you as soon as possible. Before contacting us, please check all packaging carefully.

You can double check the quantities you have received by weighing them and checking the single bag weight on the product listing, sometimes you may have multiple quantities in the same bag. 

If you have any problems with an item you have received, we would love to find a solution. Please email a photo and describe the issue to sales@themosaicstore.com.au or call sales@themosaicstore.com.au

All orders are sent via Australia Post either by eparcel or Parcel Post Satchels; the method by which it is sent will depend upon your location and the parcel's weight. Once your order is dispatched, you will receive an email with tracking information.

Orders can be tracked on the Australia Post website at:

https://auspost.com.au/mypost/track/#/search

If your parcel hasn't arrived within the expected delivery time frame, please contact customer service on 1300 320 392 or email sales@themosaicstore.com.au and we will start investigating immediately for you.

Please note, if you weren't at home when Australia Post tried to deliver your parcel, it may have been 'safe dropped', so please double check around your property (including places like behind pot plants or in your meter box). Alternatively, it may have also been taken back to your local post office for collection. 

Expected delivery time frames:

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

Our post code is 2627.

Gift Cards

Gift Certificates (cards) can either be purchased online or by contacting customer service via email sales@themosaicstore.com.au or by phone 1300 320 392. When you purchase a gift certificate (card) online, it will be emailed to you once your order has been completed. There are no additional processing fees or delivery charges.

Gift certificates (card) can be purchased online by clicking here.

Gift certificates (cards) are valid for three years from the date they are purchased. They can be used to purchase any of The Mosaic Store's products but can't be redeemed for cash.

Sometimes gift certificate (card) emails arrive in recipients' junk or trash folders. If this is not the case, please get in touch with sales@themosaicstore.com.au or call 1300 320 392 so we can check to see that all the information on the order is correct and resend the emailed gift certificate.

Unfortunately, there is no way to see the balance of your gift certificate (card). However, if you contact sales@themosaicstore.com.au or call on 1300 320 392, we will be able to provide this information.

Newsletter

To start receiving our email newsletters, please click here and enter your email address.

You can unsubscribe at any time by clicking on the 'unsubscribe' button at the bottom of any of our email newsletters.

Our newsletter contains 'How to Mosaic Tips & Techniques', plus new products and special promotion information.

To subscribe to our newsletter just click on this link: https://www.themosaicstore.com.au/pages/newsletter

As a special bonus when you subscribe you will also receive a discount code which gives you $10 off your first order. This discount code is unique and will be emailed to you once your subscription is confirmed.

You can unsubscribe from our email newsletters anytime by clicking on the 'unsubscribe' button at the bottom of any of our email newsletters.

Alternatively just contact customer service via email at sales@themosaicstore.com.au and we will unsubscribe you from our newsletters. 

Product Information

Although we strive to create photos that are accurate representations of our products, there is always the possibility that individual computers may represent the colour differently. We strongly suggest that you buy a small amount of a product before ordering large quantities. Please also be aware that all mosaic colours may change in colour, texture and finish with each batch made.

Glass tiles often have ridges on the bottom of the tile, this is to help adhere them to your project. The top of the tile is the flat/smooth side.

f you are after an item that is out of stock on our website, click through to the full description and you will be able to register your email under the ‘Notify me when this product is available’ section. When it comes back in stock you will automatically receive an email.

Returns / Cancellations

Yes! If you would like to exchange an item, just drop us an email at sales@themosaicstore.co.au or phone us on 1300 320 392 to let us know. We will put the item that you are after on hold for one week, the last thing we want is for it to sell out before your return arrives! Just return the item(s) to The Mosaic Store, 9 Percy Harris Street, Jindabyne, NSW 2627, we will be in contact as soon as your parcel arrives.

There are no returns, cancellations or exchanges on Special Order Products so please choose carefully. 

We have a No Hassle Returns Policy. Goods can be returned within three months of the purchase date if they are still in their original condition (i.e. Packaging). Please get in touch with us before returning the goods, so that we know to look out for the parcel. Our postal address is The Mosaic Store, 9 Percy Harris Street, Jindabyne, NSW 2627. Please include your original invoice with the return.

Once we receive the returned goods, we will contact you to arrange an exchange or refund. 

Rewards Program

You must create an account with The Mosaic Store to accumulate reward points. If you don't already have an account, you can create one by clicking on this link: https://www.themosaicstore.com.au/account/register 

You can access The Mosaic Store's rewards program once you are logged into your account by clicking on the tab in the bottom right-hand corner of the screen. You will then see what points you have accumulated and what discounts they can be redeemed for.

The Mosaic Store rewards program allows you to earn exclusive rewards on every purchase. Reward points can also be earned by making purchases in our store!  When you have accumulated enough points, you can redeem them for discounts on future purchases.

HOW THE REWARDS PROGRAM WORKS

  • Points are accrued on all orders regardless of the order value (excluding GST, Discounts and Postage).
  • 3 Points are awarded for every dollar spent.
  • Points are added to your rewards account when an order is paid and subtracted when an order is cancelled. If an order is changed for any reason, the points earned will be adjusted to reflect the new order value.
  • To earn points, you must sign into your customer account at the time of making a purchase. Points will not be added retrospectively if the customer account hasn't been used at checkout.
  • Points are not awarded on the purchase of a gift card, but can be earned when a gift card is redeemed.
  • Only one discount code can be used on an order. A reward can't be used in conjunction with a promotional discount code; for example, a reward can't be used in conjunction with a storewide sale.
  • The rewards offered by The Mosaic Store can be changed at our discretion.
  • Points can not be transferred to another account or redeemed for cash.

For more information, visit our rewards page by clicking this link.

School Program

Our Schools & Community Groups program has been specifically designed to help relieve the stress of planning a mosaic project. Teachers and organisers can access the following aspects of our program:

  • $10 postage on all Australian orders (over $25)
  • Free assistance with project planning including help with your choice of materials, the quantity of materials required and mosaic techniques.
  • Payment of invoices on account can be arranged subject to approval (orders over $100 only).
  • Discount:

*Orders above $100 (excluding postage) - 10% discount

* Orders above $200 (excluding postage) - 15% discount

* Orders above $300 (excluding postage) - 20% discount

Note: Already discounted items - Where the discount is more or equal to the percentage of the discount given under the Schools / Communities group program, no further discount is applied.

Where a schools discount is given on an order, loyalty points cannot be redeemed on the same order.


This program can be accessed by any educational institution & community group organisations, including day care centres, schools, charity & not for profit organisations. Just mention this program at the time of placing your order and you will instantly receive the discount on your order.

Please phone customer service on 1300 320 392 or email us at sales@themosaicstore.com.au to discuss your project requirements.

Shopping

You can order online by following the below steps:

1. Sign into your account. If you are not already registered then click on the 'Register' button on the top right-hand side of the screen. Registering allows you to check your order status, and order history and accrue rewards points.

2. Add items to your shopping cart by clicking the ‘add to cart’ button on the product listing.

3. Once you have chosen all the items you wish to purchase you can then proceed to the checkout.

4. The first stage of checkout is to review your shopping basket and add any special instructions, such as postage instructions. Once you have done this, you can proceed by hitting the 'Checkout' button on the bottom right-hand side of the screen.

5. If you have not already logged into your account, you will be given the opportunity to do so on this screen. You can also add your address details and any discount code that you may have. Discount codes are available during sale periods, as special promotions, for newsletter sign-ups and for reward points redemptions. Once you have completed all information on this screen, hit the 'Continue to Shipping Method' button on the bottom right-hand side of the screen.

6. On this screen, you have the option of having your order sent by Regular Mail or Express Post. Regular mail is sent via Australia Post and is a flat rate of $10 for all orders. Express post is $25 for orders that weigh up to 3 kilos. If your express post order is placed before 12 Noon (EST), it will be sent that working day.

7. On the payment screen, you will have the option of selecting the following payment methods: Credit card (Visa or Mastercard), Paypal, Bank transfer or Gift Certificate. 

8. Once you have entered your payment details, the final step is to hit the 'Complete Order' button on the bottom right-hand side of the screen. You will then receive an 'Order Confirmation’ email; please check that all the details have been entered correctly (particularly your address details).

We accept orders via phone as well as online. If you would like to place an order over the phone, just call us on 1300 320 392, between 8.00 am and 4.00 pm (AEST) Monday to Friday (excluding public holidays). Alternatively, you can send us an email at sales@themosaicstore.com.au.

We accept Visa and Mastercard, PayPal, Bank Transfer and Gift Card

Note: If you have received one of our gift cards, you can redeem this online by entering your voucher number during the checkout process. Your gift certificate can be redeemed for up to 3 years from the date of purchase.

Yes, you can, log-in to your account (if you have set one up) and your order history will be displayed, with your more recent order at the top.

If your order confirmation email hasn't arrived, first check your junk or spam folder. If you are still unable to locate it, please contact sales@themosaicstore.com.au or call 1300 320 392.

There is no way for you to add a discount code to your order once it has been placed. You can contact sales@themosaicstore.com.au or call 1300 320 392 our team will be able to assist you.

Discount codes are applied during the checkout process by entering the code into the 'Gift Card or Discount Code' box on the right-hand side of the screen. Make sure you press the apply button for the discount to be applied.

Discounts cannot be combined with other offers. For instance, a sale discount can't be used in conjunction with a reward points redemption.

Once your order is complete, if you need to change, add, or remove an item, or change your postal address, please call us on 1300 320 392 as soon as possible, as we try to get all our orders dispatched as quickly as we can.

If you have placed multiple orders and you would like them combined to reduce your postage cost, please contact us ASAP. We will be able to combine your orders if they haven't been prepared. Customer service can be contacted at 1300 320 392 or sales@themosaicstore.com.au.

We accept and send orders internationally. International postage costs are based on weight and destination. To find our how much it will cost to send your parcel, just entered the items you would like to purchase into your cart and proceed to checkout. You will be given the postage cost prior to committing to the purchase.

Please ensure that you allow adequate time for your goods to arrive as international delivery times vary considerably.

All prices are in Australian Dollars.

Special Order Products

These products aren't stocked by The Mosaic Store but are available through our supplier network. These items are ordered from our suppliers when your order is placed with us. The advantage of offering Special Order Products is that you can access products that we wouldn't usually stock, giving you a wider selection of mosaic materials. 

These products are generally available with a short lead time, typically 2-3 weeks. We will contact you should the lead time be more significant than this or if our supplier is out of stock of the item.

Any order containing Special Order Items will be held until those items arrive. We strongly recommend placing separate items if you do not wish to wait for your regular items.

There are no returns, cancellations or exchanges on Special Order Products so please choose carefully. 

Wholesale Accounts

We are a retail business and as such we do not offer wholesale or distributor pricing.