Shipping and Refunds Policy
Shipping & Refunds Policy
Shipping Policy
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
All Australian orders receive complimentary shipping.
Estimated delivery is 8 –12 business days from dispatch, depending on your location. Delivery timeframes are estimates and may be affected by carrier delays or circumstances outside our control.
At this stage, Moëmm ships within Australia only.
Note: Moëmm Atelier is not responsible for shipping carrier delays.
International Shipping Policy
We do not offer international shipping at this time.
Scent Guarantee - Love it or refine it.
Choosing fragrance online is personal, so your first Moëmm system order includes our Scent Guarantee.
If the Atmosphere Oil you selected isn’t quite right for your home, contact us within 30 days of receiving your order and we’ll send you one replacement Atmosphere Oil in a different scent, with complimentary shipping.
The Scent Guarantee applies only to your first eligible system order and is available with the Atmosphere Edit, Open Plan Edit and Whole Home Edit. It does not apply to standalone Atmosphere Oil purchases or subsequent orders.
The Scent Guarantee is limited to one replacement Atmosphere Oil per customer. You do not need to return the original Atmosphere Oil.
To request a scent replacement, please contact info@moemm.com.au with your order number within the 30-day period.
Refunds Policy
We want you to feel confident in your Moëmm purchase. If you change your mind, we offer a 30-day return period, allowing you to request a return within 30 days of receiving your order.
To be eligible for a change-of-mind return, your item must be unused, unopened and returned in its original condition and packaging. Items that are damaged, used, altered or otherwise not returned in their original condition will not be eligible for a change-of-mind refund. Proof of purchase is required.
To request a return, please contact info@moemm.com.au with your order number. We’ll provide you with the return instructions and return address.
Return shipping costs for change-of-mind returns are the responsibility of the customer.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at info@moemm.com.au with your order number and photographs where relevant.
We’ll assess the issue and work with you to provide the appropriate remedy.
If an item is returned and, upon inspection, is found to have been damaged through misuse, incorrect handling, accidental damage or use contrary to the product instructions, it will not be eligible for a remedy on that basis.
Atmosphere Oils
For product integrity, opened or used Atmosphere Oils cannot be returned for change of mind.
Refund Processing
Once your return has been received and inspected, we’ll let you know whether your change-of-mind return has been approved.
Approved refunds will be issued to your original payment method within 10 business days of approval. Please allow additional time for your bank or payment provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at info@moemm.com.au.
Order Process
01. Orders are processed within 1–3 business days, excluding weekends and holidays. Pre-ordered items are processed within 1–4 business days of their arrival in stock.
02. Orders that are successfully placed will receive an email confirmation with the order details. If you haven't received an email, please check your spam folder or contact us for confirmation.
03. If you have any questions about your order, please contact us right away at info@moemm.com.au. We will be unable to make changes to your order once it has been shipped.
04. Please check your shipping address carefully before completing your order. If you notice an error, contact us as soon as possible and we’ll do our best to update it before dispatch. Once an order has shipped, we may be unable to make changes. If an order is returned to us due to an incorrect or incomplete address, we’ll contact you to arrange redelivery. Additional shipping charges may apply.
Frequently Asked Questions
Is shipping free? Yes, complimentary shipping is included with every Australian order.
How long does it take to receive my order? Domestic orders typically arrive within 8 –12 business days.
How will my order be shipped? Your order will be shipped via Australia Post.
What are your shipping costs? Complimentary shipping is included with every Australian order.
My order has already shipped but I need to update the address. What should I do? Unfortunately, we are unable to make changes to an order once it has shipped. Please contact us immediately at info@moemm.com.au and we will do our best to assist you. We recommend always double-checking your shipping address before placing your order.