FAQ – MOKU WORKS

FAQ

General Info

Where and how are your products made? Where and how are your products made?

MOKU WORKS products are proudly made in Melbourne, Australia. We support Australian businesses by sourcing local materials where possible. All of our woods are FSC® certified.

Do you offer custom products? Do you offer custom products?

At this time, we do not offer custom pieces. We are constantly creating new designs and we would love for you to explore our current collection. If you have any suggestions or feedback, please let us know through our Contact Us page.

How do I care for my products? How do I care for my products?

To clean, gently wipe with a damp cloth and refrain from using harsh chemicals. Excessive moisture should be avoided.

Please Contact Us if you are unsure on how to maintain your product.

How do I return a product for a refund or exchange? How do I return a product for a refund or exchange?

Please see our Return Policy page.

Order Status and Delivery

What is the status of my order? What is the status of my order?

Please refer to the tracking number in your confirmation email to view the status of your order.

How much does shipping cost? How much does shipping cost?

Shipping in Australia

Standard shipping is currently free to metro areas. If your shipping address is in a rural area, we may contact you regarding any additional shipping fees.

Shipping Internationally

International shipping costs are calculated and displayed during the checkout process based on your delivery location.

How long does shipping take? How long does shipping take?

For Australian orders

In Metro Areas:

Standard Shipping: 2 to 8 business days
Express Shipping: 1 to 4 business days

If you have not received your order within 10 business days from the dispatch date, please Contact Us.

In Rural Areas:

Standard Shipping: 2 to 13 business days
Express Shipping: 1 to 9 business days

If you have not received your order within 14 business days from the dispatch date, please Contact Us.

For International Orders

International shipping times are calculated and displayed during the checkout process based on your delivery location.

If you have any questions, please Contact Us.

Do you offer local pick up? Do you offer local pick up?

We currently do not offer local pick up. All products are dispatched from Melbourne, Australia.

Do you ship internationally? Do you ship internationally?

Yes! We ship to select Asia-Pacific countries.

These countries are: New Zealand, Singapore, Malaysia, Taiwan, Vietnam, South Korea, Japan, Korea, Hong Kong, Bangladesh, Cambodia, India, Laos, Phillipines, Sri Lanka.

When will my order ship? When will my order ship?

Our products are made to order and typically ship between 1 to 5 business days after your order is placed.

Product Support

What should I do if I receive a faulty product? What should I do if I receive a faulty product?

Please send us an email at info@mokuworks.com.au with a photo of the damaged product, packaging and your order number.

Please complete this within 48 hours of delivery and we'll provide a resolution as soon as possible.

Payments

Where can I buy MOKU WORKS products? Where can I buy MOKU WORKS products?

MOKU WORKS products are available exclusively on our website, mokuworks.com.au. We do not have any retailers or resellers.

What forms of payment do you accept? What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Apply Pay, Eftpos, Google Pay, Paypal, Shop Pay, JCB, and Union Pay.

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