1. Pre-Order Period: 4th September - 18th September 2025
2. International Order Shipping: Mid November 2025
3. Australian Domestic Order Shipping: Mid December 2025
4. Pickup at Mellow Art Market: 13th – 14th December 2025
5. Event Location: Melbourne Showgrounds, Town Square Pavilion, Flemington VIC 3032

Each exclusive cover is priced at AUD26. You can pair it with any of our notebook, sketchbook or planner refills.

Yes! During the pre-order period, you can choose your favourite design and personalise your name on the cover. You’ll also have the option to pick it up at the Mellow Art Market or have it shipped to you (additional shipping charges apply).

All pre-orders will include an exclusive sticker sheet designed by Mellow Art.

Absolutely! We will have a limited number of non-personalised covers available at the Mossery booth during the art market. It’s first-come, first-served—so come early if you have got your eye on something!

Unfortunately, personalisation is only available for pre-orders placed on the website. All covers purchased during the event will not have the option for personalisation.

These covers are produced in limited quantities for event-day sales and will not be restocked once sold out.

We recommend placing an order during the pre-order period to make sure you don’t miss out on your favourites!

All orders are non-refundable and non-exchangeable once the order is confirmed.

Mossery also reserves the right to decline refund requests if the product has been used, opened, or in question. Please also note that personalized items cannot be cancelled, exchanged or refunded.

Oh no! We're really sorry this happened. We intend to send out your order correctly but we do make mistakes sometimes.

If we sent you the wrong items or your items appear damaged, please send an email within 7 days after you have received your orders to hello@mossery.co with the following information:

• Your order number,
• Your full name and shipping address,
• Clear photos of all the product(s) received in the shipment, the packaging boxes it came in, and the shipping flyers with a visible view of the airway bill,
• A description of the damaged product(s)/the product(s) originally ordered, whichever applicable.

Returns Due To Defect

For online purchases, please contact us by email at hello@mossery.co within 7 days after you receive your orders if you wish to return your item due to a defect or wrong item reason.

Please send an email to hello@mossery.co with the following information:

• Your order number,
• Your full name and shipping address,
• Clear photos of all the product(s) received in the shipment, the packaging boxes it came in, and the shipping flyers with a visible view of the airway bill,
• A description of the damaged product(s)/the product(s) originally ordered, whichever applicable.

As a note, Mossery will not be paying for any return postage costs so we recommend that you obtain a tracking number and insurance for your return shipment in case the package is lost or damaged in transit!

Please be aware that Mossery will not be accepting any return request made later than 7 days after you have received your order.

Return Address

Please send returns to:

Mossery Sdn Bhd
17, Jalan 51A/225A, Section 51A
PJCT Industrial Zone
46100 Petaling Jaya, Selangor
Malaysia

Refunds

For the approved returns, we will make sure to have it refunded by the original method of payment within 10 working days! Once processed, debit card/credit card refunds can take up to 5-10 working days to appear in your account.

Cancellation or amendment of your order is prohibited. Reducing or adding other items after your order is placed is also not allowed. We highly encourage you to double-check everything before placing your order and making payment!

As we process our orders fast, changes in shipping details are not allowed after the order is confirmed.

In the event it really needs to be changed after the order is shipped out, there will be an additional charge of $15.00 USD per request as we will need to liaise with the courier service.

With that, we advise that you double-check all the shipping details before placing an order to avoid additional charges!

If we missed out on your question on our FAQs, please feel free to direct your questions and queries to hello@mossery.co, and a fellow Mosslet from our customer service team will be in touch as soon as possible!

Our operating hours are from Monday to Friday, 9AM - 6PM Malaysia Time (GMT +8 hours), excluding public holidays. Our customer service team typically responds within 1-2 business days. In a slight chance that we missed your email, kindly ping us one more time and we will reply to it shortly.

You can also contact us on live chat by clicking on the chat button on the bottom right-hand corner of our website for a quick back and forth!

*As we receive a high volume of messages and comments on our Instagram, we can only respond to order specific related queries via our official customer service channels. Thank you for your cooperation!

We accept payment via credit card, debit card, and through Paypal! Please contact us at hello@mossery.co if you have trouble completing your purchase.

Usually, if the issuer of your payment card does not, for any reason, authorise payment, you will be notified of this immediately at checkout.

A common reason for orders to be declined is due to the billing address that may differ from the same address which your bank statements are sent to. Hence, please double-check on the addresses to avoid this issue!

Having said that, as all credit/debit cardholders are subject to validation checks and authorisation by the card issuer, please contact your card issuer for full details on why the payment was declined.

Don't worry as we're here to assist you with it. Here's a step-by-step on what you can do;

1. Email us at hello@mossery.co with the payment and transaction proof
2. Please mention the payment method used and the email used for it
3. We will assist to check it in our system
4. If we don't receive the payment made, you may need to check in with your payment service/bank about it
5. In most cases, the amount will be refunded back to your account within 5-10 working day

We ship our products from Kuala Lumpur, Malaysia! We’ve partnered with DHL, UPS, and FedEx (among other courier companies) to ensure that no matter where you are in the world, you can have the chance to experience the joy of receiving our products!

If you’re unable to place an order through our website, please feel free to reach out to us at hello@mossery.co. For shipment to Israel and Russia, please read more below:

• Shipping to Israel
  Unfortunately, we are unable to ship our products to Israel, as our company, based in Malaysia, does not have any business relationship with the country of Israel.
  However, you may input the shipping address of any friend/relative of yours in a different country! We will ship your order to that address and they can ship that package to you in Israel. Please take note that the shipping fee would depend on the country you’re shipping it to.
• Shipping to Russia
  Due to their updated shipping and custom laws, Russia no longer allows us to ship to private individuals and/or addresses. We can only process and ship your order to a university/company address. Hence, please ensure that the address that you provided is a public address and you will be able to receive your package!

Yes! All Australian orders will be shipped domestically after the Mellow Art Market, around mid December 2025.

All international orders will be shipped from our HQ in Malaysia once production is complete, by mid November 2025 at the latest.

As shipping costs and delivery times vary depending on your destination, we're unable to provide a fixed rate upfront. Shipping fees will be calculated at checkout based on your location and the weight of your order. You’ll be able to review the final shipping cost before completing your purchase.

This usually happens because either you were;

• not at home
• not able to pick up the parcel from the collection centre

In the situation where the parcel is returned to us due to the above reasons, we will not issue a refund for your order. If you wish to have it delivered again, kindly take note that you will be charged for the shipping fee.

As much as we try to minimise issues relating to customs and import taxes, we, however, have no control over the cost of customs fees and how they are applied. We understand that customs charges are not ideal so we apologize for any inconvenience that may have caused you.

As for how customs work, to ensure that the courier service can deliver your goods in the shortest possible time after entering your country or customs union, the courier service will pay for the customs authority on your behalf for any duties and taxes that are due on the goods. From there, they will then inform you of the charges. If charged, the customer is liable for all import duties, customs, and local sales taxes levied by the country where the order is being shipped to. Payment of these charges is necessary to release your order from customs on arrival. If you refuse a shipment from Mossery, the package will be abandoned and you will not be refunded.

Import duties and taxes are subjected to local rules and regulations. Besides that, we will declare all of the items at full price and alterations of the price are not allowed as it is part of the law.

Please also note that the free shipping promotion does not cover the additional charges from customs duties and taxes!

Yes! All orders placed on our online store can be tracked. Once we ship out your order, we will send you a confirmation email with your tracking link and tracking number to trace your parcel. If you did not receive this email, please contact us via email and we will help you look into it!

Thank you for expressing interest in working with us! We are excited to work with you too. Feel free to drop us an email at collaborations@mossery.co and introduce yourself!

If you are interested in partnering with us, do send us and email at custom@mossery.co to share your vision. We can’t wait to hear from you!

Of course! We are more than happy to assist in creating a special gift for that particular event. Feel free to email your request to custom@mossery.co and we’ll share some of the work we’ve made. Thank you for considering us to be a part of your story!

We’re always on the lookout to spread our love for stationery worldwide! Please email us at wholesale@mossery.co and we can have a chat about it!