Frequently Asked Questions

About Us

Where is The Mosaic Store located? 

The Mosaic Store is located in Jindabyne, NSW, Australia. We operate solely online from our warehouse premises and dispatch orders daily across Australia and internationally.

What are your hours of operation?

Our office is staffed on weekdays (excluding public holidays) from 8:00 am to 4:00 pm (AEST/AEDT). For assistance outside of these hours, please contact us at 1300 320 392 or email, and we will respond within 24 hours.

Am I able to visit the warehouse? 

As a warehouse operation, we regretfully cannot accommodate visits to our premises. For any inquiries about our products, please contact us via email at or call 1300 320 392.

How do I contact The Mosaic Store? 

Customer service is available from 8 am to 4 pm on weekdays (excluding public holidays).

Phone: 1300 320 392


Delivery and Order Status

When will my order ship?

Orders are typically dispatched within 24-48 hours on weekdays via Australia Post. For urgent orders, please select Express Post to ensure prioritized handling.

f you prefer to delay shipping to a later date, kindly leave a note on your order or contact our team at 1300 320 392 or

Orders Containing Handmade Tiles:

Orders including handmade products may require additional time as these items are made to order. We strive to complete handmade products promptly once your order is placed. Please anticipate a slight delay in shipping.

Orders Containing Special Order Products:

Special Order Products are sourced from our supplier network upon your order placement. Please allow 2-3 weeks for dispatching these items.

I Have Entered My Address Incorrectly, What Do I Do?

An order confirmation will be emailed to you promptly after placing your order. Please review the confirmation carefully to ensure accuracy.

If you notice that your address has been entered incorrectly, please contact us immediately at 1300 320 392. We will make every effort to correct the error before dispatching your parcel.

Please note that we cannot accept responsibility for parcels dispatched to incorrectly entered addresses. If a parcel is returned to us by Australia Post, additional postage charges may apply.

Can I Add Delivery Instructions For My Order?

You can specify delivery instructions for Australia Post in the 'Order Special Instructions' box located in your shopping cart. For example, you may request to 'please leave at the front door if no one is home'.

My Parcel Is Missing Something

If your parcel arrives with an item missing, please contact us immediately at or call 1300 320 392 so we can resolve this for you promptly. Before reaching out to us, please thoroughly check all packaging.

Please note that some products may have double quantities in one bag.

What Should I Do If An Item Is Faulty, Incorrect or Damaged?

If you encounter any issues with an item you've received, we are committed to resolving them. Please email a photo and description of the issue to or call 1300 320 392.

How Do I Track My Order?

All orders are shipped via Australia Post, using either Eparcel or Parcel Post Satchels depending on your location and the parcel's weight. Once your order is dispatched, you will receive an email containing tracking information.

You can track your order on the Australia Post website here.

What Do I Do If My Parcel Hasn't Arrived?

If your parcel hasn't arrived within the expected delivery timeframe, please contact customer service at 1300 320 392 or email


Please note, if you were not at home when Australia Post attempted delivery, your parcel may have been 'safe dropped'. Please thoroughly check around your property, including areas like behind pot plants or in your meter box.

Alternatively, your parcel may have been taken back to your local post office for collection.


You can view the expected delivery timeframes for parcels at Australia Post's delivery time calculator. Our postcode is 2627.

Gift Cards

How Can I Purchase A Gift Certificate (card)?

Gift certificates (cards) can be purchased online or by contacting our customer service team via email at or by calling 1300 320 392.

When purchasing a gift certificate online, it will be emailed to you once your order is completed. There are no additional processing fees or delivery charges.

Purchase your Gift Certificate Here!

How Long Is My Gift Certificate Valid For?

Gift certificates (cards) are valid for three years from the date of purchase. They can be used to buy any products from The Mosaic Store but cannot be exchanged for cash.

Why Hasn't My Gift Certificate (Card) Arrived? 

Please note that occasionally gift certificate (card) emails may be found in recipients' junk or trash folders. If this is not the case, or if you encounter any issues, please contact us at or call 1300 320 392. We will verify the order details and promptly resend the emailed gift certificate if necessary.

How Much Is Left On My Gift Certificate (Card)?

Please contact or call on 1300 320 392, we will be able to provide the requested information.


Product Information

How Accurate Is The Colour In The Photographs?

While we make every effort to ensure our product photos are accurate representations, please note that individual computer screens may display colors differently. We recommend purchasing a small amount of a product before ordering large quantities. Additionally, please be aware that mosaic colors may vary in color, texture, and finish between batches.

My Tiles Have Ridges, Why Do They Look Different To The Photo?

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

The Product I Want Is Out Of Stock

If an item is out of stock on our website, you can click through to the full description and register your email under the 'Notify me when this product is available' section. Once the item is back in stock, you will receive an automatic email notification.

Does The Colour Of The Tiles Differ Between Batches?

While differences between batches are not common, they can occur. To ensure consistency throughout your project, we recommend purchasing all the materials you need in one go. Variations between products can occur because they are produced in batches by the manufacturer.

Email Newsletter

How Do I Subscribe To The Newsletter?

To start receiving our email newsletters, please click here and enter your email address. This is our account setup link.

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

What Information Is In The Newsletter?

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

Check our our Behind the Tiles and Learn Mosaics, Projects and Tips and Techniques pages as well to find further guidance and inspiration!

How Do I Unsubscribe From The Newsletter?

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

Alternatively contact customer service via email at and we will unsubscribe you from our newsletters.

Schools and Community Groups Program

What Is The School & Community Program?

Our Schools & Community Groups program is designed to simplify mosaic project planning stress for teachers and organizers. Participants can benefit from:

  • $10 postage on all Australian orders over $25
  • Free assistance with project planning, including guidance on material selection, quantities, and mosaic techniques
  • Payment on account available upon approval (for orders over $100)



  • Orders over $100 (excluding postage): 10% discount
  • Orders over $200 (excluding postage): 15% discount
  • Orders over $300 (excluding postage): 20% discount


Note: For items already discounted, further discounts may not apply if the existing discount equals or exceeds the Schools & Community Groups program discount percentage.

When a schools discount is applied, loyalty points cannot be redeemed for the same order.

This program is open to educational institutions and community organizations, including day care centers, schools, charities, and non-profit organizations. Simply mention the program when placing your order to receive the discount instantly.

For more information or to discuss your project requirements, please contact customer service at 1300 320 392 or email us at

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 to discuss your project requirements.

Follow this link for more information  


Rewards Program

What Is The Mosaic Stores Reward Program?

The Mosaic Store rewards program allows you to earn exclusive rewards on every purchase. Here's how it works:


  • Points are accrued on all orders, excluding GST, discounts, and postage.
  • Earn 3 Points for every dollar spent.
  • Points are added to your rewards account upon payment and deducted if an order is cancelled. Adjustments are made if an order value changes.
  • To earn points, you must sign into your customer account at checkout. Points cannot be added retrospectively without a customer account.
  • Points are not awarded for the purchase of gift cards, but can be earned when a gift card is redeemed.
  • Only one discount code can be used per order. Rewards cannot be used with promotional discount codes, such as during storewide sales.
  • The rewards offered by The Mosaic Store may change at our discretion.
  • Points cannot be transferred or redeemed for cash.

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

How Do I Access The Rewards Program?

To accumulate reward points with The Mosaic Store, you must create an account. If you don't already have one, you can create an account by clicking here.

Once logged into your account, access The Mosaic Store's rewards program by clicking on the tab in the top right-hand corner of the screen. Here, you can view your accumulated points and redeem discounts.

Shopping Information  

How Do I Place An Order Online?

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).

Can I Phone Through An Order?

We accept orders both online and via phone. To place an order over the phone, please call us at 1300 320 392 between 8:00 am and 4:00 pm (AEST), Monday to Friday (excluding public holidays). You can also email us at

What Forms Of Payment Do You Accept?

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

Note: If you have received one of our gift cards, you can redeem it online by entering your voucher number during the checkout process. Gift certificates are valid for up to 3 years from the date of purchase.

Can I See My Order History? 

Yes, you can log into your account (if you have set one up) to view your order history. Your most recent order will be displayed at the top.

I Haven't Received My Order Confirmation?

If your order confirmation email hasn't arrived, please first check your junk or spam folder.

If you are still unable to locate it, please contact us at or call 1300 320 392.

I forgot to add my discount code, what do I do? 

Once your order has been placed, it is not possible to add a discount code. If you need assistance, please contact our team at or call 1300 320 392.

How Do I Use A Discount Code?

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. Be sure to press the 'Apply' button for the discount to take effect.


Please note that discounts cannot be combined with other offers. For example, a sale discount cannot be used in conjunction with a reward points redemption.

Can I Change My Order Once It Has Been Placed?

If you need to change, add, or remove an item from your order, or update your postal address, please call us at 1300 320 392 as soon as possible. We strive to dispatch orders promptly, so timely communication is important.

I Have Placed Multiple Orders, Can They Be Combined?

If you have placed multiple orders and wish to combine them to reduce postage costs, please contact us as soon as possible. We can combine orders if they have not yet been prepared for dispatch. Contact customer service at 1300 320 392 or email us at

Do You Ship Internationally?

We accept and ship orders internationally. International postage costs are calculated based on the weight and destination of your items. To determine the postage cost for your parcel, simply add the items to your cart and proceed to checkout.

The postage cost will be displayed before you finalize your purchase.

Please allow sufficient time for your goods to arrive, as international delivery times can vary.

All prices are listed in Australian Dollars.

Special Order Products  

What Are Special Order Products?

These products are not stocked by The Mosaic Store but are available through our supplier network. They are ordered from our suppliers when you place an order with us. Special Order Products allow you to access items that we don't typically stock, expanding your selection of mosaic materials.

How Long Will My Special Order Items Take?

These products typically have a short lead time of 2-3 weeks. If the lead time is longer or if our supplier is out of stock, we will contact you.

Will You Send My Stocked Items First?

Orders containing Special Order Items will be held until those items arrive. If you prefer not to wait for these items, we recommend placing separate orders for regular items.

Special Order Cancellation Policy

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

Wholesale Accounts

Do You Offer Wholesale Or Distributor Prices?

As a retail business, we do not offer wholesale or distributor pricing.