SHIPPING AND RETURNS

Returns and Exchanges

Great care is taken while we personally pack your orders to be posted. If however, you receive a damaged product, please email us within 3 days of receiving the product along with a photo of the damaged product and your order number. We will then review and email you with your options. 

For a change of mind please email us. Any packed goods must be returned unused with the packaging in its original condition within 7 days. Return postage to be paid by customer. We do not refund delivery charges. Refunds are subject to a 4% fee of the total purchase price for any change of mind or order cancellations. 

Cancelling Orders

If you would like to cancel an order with Sirius Alpha by Mocha Pom, please contact us as soon as possible after you place an order. While we will do our best to accomodate your request, we cannot cancel an order once items have been dispatched. Please note that all order cancellation requests by the customer are subject to a 4% fee of the total purchase price.

Please note it is the customers responsibility to provide us with their correct details at the point of checkout. All details entered by the customer should carefully be checked before orders are placed. Should an order need to be cancelled and refunded by us due to any errors made by the customer entering invalid information, there is a 4% cancellation fee of the total purchase price.

Australian shipping

1. Australian orders under $120 are charged $15 for shipping. For orders over $120 we offer free shipping (up to 5kg). It is the customer/s responsibility to ensure their delivery details and product order is correct at the point of check out. 

2.  Estimate delivery to be within 2-5 business days to Metropolitan areas upon dispatch by Sirius Alpha by Mocha Pom. 

3.  Estimate time of 5 - 7 business days to rural areas once dispatched by Sirius Alpha by Mocha Pom. 

4.  Please note that Sirius Alpha by Mocha Pom does not accept responsibility for delivery delays due to third party delivery services. 

5.  You will receive an email once your order has been picked up by our providers to let you know that your package is on its way. 

6.  Should a delivery be returned to Sirius Alpha by Mocha Pom due to incorrect delivery address provided by the customer or failure to collect the delivery from the designated local post office / courier outlet due to miss delivery card being left at the delivery address, the order will incur a return to sender fee and shipping charges for the original dispatch are non-refundable.

7. Parcels marked as delivered in the Australia Post database, corresponding to the assigned tracking number for a specific order, will be deemed as successfully delivered. Therefore, any claims from customers regarding non-delivery in these instances will not be the responsibility of Sirius Alpha by Mocha Pom.

International shipping

1. International shipping charges vary by zone of country and weight and will be calculated at checkout.

 2.  It is the customer/s responsibility to ensure their delivery details and product order is correct at the point of checkout.

 3.  For International deliveries, it is estimated a Metropolitan delivery time of 10 – 20 business days upon dispatch.

 4.  Estimate rural deliveries can take up to 30 business days upon dispatch.

5. Please note Sirius Alpha by Mocha Pom does not accept responsibility for delays due to third party delivery services and unforeseen circumstances such as customs, government stoppages etc.

 6.  It is the customer/s responsibility to pay any entry taxes charged by some countries to accept their product. Sirius Alpha by Mocha Pom is not held responsible for these costs.

 7.  Once your order has been dispatched you will receive an email that your order is on its way to you.

 8.  Should a delivery be “Returned to Sender” due to an incorrect delivery address provided by the customer, failure to collect the delivery from the local post office or courier outlet due to miss-delivery card being left at the delivery address, the order will incur a return to sender fee and freight charges for the original dispatch are non-refundable.

9. Parcels marked as delivered in the Australia Post database, corresponding to the assigned tracking number for a specific order, will be deemed as successfully delivered. Therefore, any claims from customers regarding non-delivery in these instances will not be the responsibility of Sirius Alpha by Mocha Pom.