FREQUENTLY ASKED QUESTIONS
ORDERS/PRODUCTS
How can I place an order?
Our easy-to-use and secure online ordering system is the easiest and fastest way to place an order with Moody Eggs. Using our store ensures you can check that all of the details you are entering are correct, as well as easily browse our entire range.
Can I place an order from outside Australia?
Absolutely! You do not need to live in Australia to place an order with us. We use Australia Post for delivery both within and outside of Australia and as such are governed by the zones that they deliver to. See any exclusions in the shipping area of our online checkout.
How do I know that my order has been placed?
Once you have selected Confirm and Process Order at our online checkout, your payment will be processed and your order will be placed. If your order has been placed successfully, the checkout page will refresh to show your order number and allow you to print a receipt. A confirmation email will be sent to the email address you provided when placing your order. This email will also contain your order invoice. If you do not receive a confirmation email, please contact us via our Website.
Can I amend my order once it has been placed?
Once the order has been placed and production begins, you will not be able to amend your order. However, if you are required to check and sign a proof of the artwork before production, you will be able to alter the content of the artwork at this stage. Once the signed proof is then received by us, it will be deemed that production has begun and no further amendments will be allowed. Please be sure to double check all order and delivery details before completing your order.
How can I cancel my order?
As the majority of our products are personalised, once you have placed the order and selected confirm and process, then you will not be able to cancel the order.
Can I cancel or return a personalised item?
As our customised gifts are created to your specifications, once your personalised item has been custom-made, we are unable to accept any changes, cancellations or returns of this item.
My order arrived damaged/faulty. What can I do?
Please contact us as soon as possible in the event that your order has arrived faulty or damaged. If this is the case, then we request that you send through photos of the damage/fault to us. We will happily replace, exchange, or issue a credit or refund depending on
the extent of the damage and how you wish to resolve the issue.
I received an incorrect item. What can I do?
We always aim to create the most wonderful gifting experience possible, and we are more than happy to exchange, replace, refund or issue a credit in the event that your gift arrives and it is not the one that you ordered. Please contact us as soon as possible, providing as much detail of the missing ordered item and the received goods.
There is an item missing from my order. What can I do?
Our goal is always gifting perfection. If your order arrives with an item missing, please contact us as soon as possible with your order number. We will happily replace the missing item or find the best solution to resolve the issue for you.
How will I receive my refund?
Refunds will be made via the original payment method and account that was used to pay for your original order. We are unable to process refunds to an account other than the one used for original payment, however if this account no longer exists (eg. cancelled account), please contact us to discuss your options.
How long will it take me to receive my refund?
Any refunds must be made back into the account you originally used to make you purchase. You should see your refund amount back in your account within 3 business days once it has been issued by us. If you were granted a refund but are yet to see it appear in your account after 5 business days, please contact us.
DELIVERY
How long does delivery take?
Once your order has been placed and confirmed, please allow up to fourteen (14) days for delivery from the date your order is submitted. If a proof is required to be checked and signed by you, please allow fourteen (14) days for delivery from the date that we receive the signed proof.
What are the types of delivery that you offer?
We use Australia Post for all of our deliveries. Parcel Post or Express Post is available for mail services or Australia Post offers Standard, Express and Priority Delivery for courier services. For International deliveries, there are four options available - Economy, Standard, Express and Courier services. Once you have entered the delivery postcode at the checkout and select the option for delivery, the shipping calculator will do the rest!
PARCEL POST AND EXPRESS POST (in Australia)
Australia Post’s regular parcel service (Parcel Post) delivers in 2 or more business days. Delivery times will vary depending on lodgement and destination points. Express Post guarantees next business day delivery within the Express Post delivery network. The Express Post network includes interstate between all capital cities (except Darwin, and in Perth CBD only) as well as some major centres. It also operates within each state between the primary metropolitan area of the capital and the main provincial centres.
AUSTRALIA POST COURIER SERVICE
StarTrack Courier offers a range of time-critical, on-demand and customised regular courier services. Services are available in the metropolitan areas of all major capital cities. All services provide proof of delivery and online booking and tracking. Deliveries to some regional areas may be made directly to the nearest post office.
STANDARD DELIVERY (in Australia)
The most economical service - 3 to 4.5 hours if booked between 8am and 4pm. Available for delivery to PO Boxes and Parcel Lockers.
EXPRESS DELIVERY (in Australia)
For more urgent items - 1.5 - 3 hours if booked between 8am and 5pm. Not available for delivery to PO Boxes or Parcel Lockers.
IMMEDIATE DELIVERY (in Australia)
For extremely urgent parcels that need to be delivered straight away. 1+hours if booked between 8am and 6pm.
Do you ship internationally?
Yes, we ship internationally using Australia Post. There are four different methods available - Economy, Standard, Express and Courier services. Use the shipping calculator to determine approximate delivery costs.
Do you offer same day delivery?
No. We are unable to offer same day delivery as the majority of our gifts are personalised and custom-made; and all care is taken to ensure that the information is correct and if necessary, has been approved and signed off by the customer before production.
Do you deliver on weekends or after hours?
Delivery within Australia is between business hours Monday-Friday. Deliveries are not available for weekends or public holidays. Outside of Australia, delivery will be determined by the options available in each country.
What if no one is available at the delivery address at the time of delivery?
Once you have selected your shipping method at the checkout, please leave instructions for where the delivery driver can leave your parcel if you will not be at home. If you do not leave instructions and no one is available to receive the delivery, the delivery driver will leave the parcel in a relatively secure location, unattended at the address. Occasionally, the driver may not deem it secure enough to leave the parcel (eg. raining at the time of delivery, parcel visible to the street, etc.). In this circumstance, the delivery driver will do one of the following:
* Leave a card advising the recipient that the parcel has been taken to the nearest post office for pickup
* Leave a card advising the recipient to call the delivery service to arrange a pickup.
If you prefer, we can deliver the parcel to a business address. Please ensure that you enter the business name and correct address when filling in the address field.
Please note: Moody Eggs and our delivery service cannot accept responsibility or liability on the rare occasion that a consignment is lost or stolen after our couriers have recorded the package as 'successfully delivered'.
Where are my items shipped from?
All of our stock is located at our Upper Coomera location on the Gold Coast and our parcels will be sent by courier from here or at a local Australia Post outlet.
PAYMENT
Which payment methods do you accept?
Payment for orders can be made via PayPal or Credit Card .
Will my order be processes in AUD?
All orders are processed and paid for in Australian Dollars (AUD).
I have a problem with my PayPal account. What do I do?
Please contact Paypal directly for any account or payment processing issues through their platform. Paypal is an independent payment processor and company. This means we aren't able to offer advice or support related to your PayPal account.