Wholesale Patisserie

FAQ MOSAIC AT HOME

Mosaic is proud to offer you its new Mosaic at Home range that we will deliver directly to your home.
Here are some common questions that you might want answers to. If you can't find the answer to your question, please call us at 03 9587 3007 or email us at mac@mosaicpatisserie.com.au and our team will help you with your questions.

COVID19: Our business days are still Monday to Friday but to reduce staff onsite our delivery days are currently only Tuesday, Wednesday and Friday

​Delivery policy, days & cut off time

  • Place your online order before 1pm and it will be ready the next available delivery day.  

  • You can choose to have your order delivered, or you can pick up from our Atelier.  You can specify this and add your preferred delivery day at checkout, but please bear in mind that we are currently operating on restricted delivery days, as noted above. 

  • Please make sure the delivery address is correct (including flat or unit number). If we can't deliver due to an incorrect or incomplete address we will have to charge the full $20 for a re-delivery. Thank you for your understanding. 

  • We cannot guarantee a delivery time, our logistic partner will delivery on the day requested between 8am and 4pm. If you might not be anymore available to receive the order at home, please call us ASAP to make sure we can find an alternative solution if possible.

Delivery areas & fees

  • The minimum order for delivery is $25

  • When you are finalising your order, you will need to chose between Melbourne Metro or Regional delivery. Please see below for postcodes corresponding to Melbourne Metro and Regional.

  • Melbourne Metro: delivery is free for orders above $50 and there will be a charge of $5 for orders below.

  • Regional deliveries: delivery is free for orders above $100

    • For orders < $50 the delivery fee is $25​

    • For orders between $50 and $100, the delivery fee is $15

  • We currently deliver Tuesday, Wednesday and Friday to Melbourne metro, however outside that area we can only deliver certain day of the week. For more information please call the office 0395873007.

  • Melbourne Metro post codes3000–3207, 3800-3810, 3910-3912,  3975-3978 with a couple of exceptions.

  • Regional zone: Currently we are able to only deliver regionally to the Mornington Peninsula and we don't deliver to Geelong. We will be expanding the regional zone as soon as possible. Sorry about that!

Product information

  • All our products are baked fresh and then snap frozen to give you a better shelf life. They will be delivered to your home frozen and you can keep them either in your fridge or in the freezer for a longer shelf life.

  • Some products on our website may not be immediately available for dispatch due to circumstances beyond our control, however we will advise you of any delays as soon as possible once your order has been placed

Goods damaged on delivery

  • If your order has been received in an unacceptable condition, please contact our team so that we can, at our discretion, arrange either a refund or a replacement. Also please make sure you take a picture of the damaged goods and send it to us as soon as possible.

  • Please be aware that we use an external delivery company that has years of experience delivering food products to ensure that our products reach you in a short time frame to prevent damage/spoilage of the product. 

Payment 

  • Mosaic uses Square as our payment gateway provider, an international leader in online payment solutions for many years. To ensure your complete safety, we do not store your credit card details in our database, they are instead stored and encrypted with Square.

Returns, Cancellations and Refunds

  • Please order carefully as we cannot exchange or refund goods due to the perishable nature of the product.

  • We can only cancel and refund your order if it has not yet been shipped. Once your order has left our warehouse we can no longer process a refund. The majority of our orders are dispatched the day that the order is received or at the latest the day before your delivery day. Please contact our team as soon as possible if you wish to cancel an order.

8 Kareela St

Mordialloc VIC 3195

Fax (03) 9587 3002

Ph (03) 9587 3007

e : mac@mosaicpatisserie.com.au

Mosaic Patisserie

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