FREQUENTLY ASKED QUESTIONS
Our frequently asked questions below seek to answer the most commonly asked questions from our customers, from shipping to washing and care.
If you have a more specific question that isn't answered below, drop us an email and we would be more than happy to help. Our amazing team can be reached via email at hello@maeandmoo.com.au
shipping
What shipping options are available?
We offer Standard and Express Post with Australia Post.
Orders over $150 qualify for complimentary standard shipping.
Unfortunately at present we are unable to offer international shipping options.
How long will it take to receive my order?
Orders are packed between Monday - Friday and we aim to pack orders within 1 - 2 business days, with shipping time in addition to this.
We recommend allowing 1 - 3 days shipping for Express Post. Standard Postage can take 5 -10 days depending on where you are based.
Packing times may take longer during sale or peak periods.
Can I change my order or shipping address?
If you need to change any details of your order, please email us ASAP at hello@maeandmoo.com.au and if your order has not been dispatched we can definitely help.
Unfortunately after your order has been dispatched we are unable to make any changes to an order.
Do you ship internationally?
Unfortunately at present we are unable to offer international shipping.
How can I track my order?
Once your order has been packed and dispatched, you will receive an email with the tracking details with Australia Post.
We recommend customers keep an eye on their parcel tracking to ensure smooth delivery once their parcel has been dispatched.
How will my order be packed?
Orders for bed linen and swaddles are packed into a eco friendly mailer.
Orders that include blankets are packaged in a box.
All goods are wrapped in tissue with branded Mae&Moo ribbon and care/wash cards.
Do you offer gift wrapping?
All our goods are wrapped suitable for gifting but we do not have a gift wrapping option.
Washing & Care Instructions
How do I care for my heirloom blanket?
Your blanket has been lovingly hand stitched for you so does require some tender loving care. We recommend washing only when absolutely needed.
Hand-washing with a delicate mild detergent or machine washing on a delicate cycle (no spin) is recommended. Cold water wash only.
Gently rehape after washing to avoid shrinkage and dry flat in shade.
Do not hang, wring, stretch or rub the blanket as this can cause damage to the knit and fibres.
Do not bleach, tumble dry or dry clean.
Keep your blanket away from any sharp objects that could catch or snag stitches. Loose threads can be gently worked back into the blanket if this does occur but please avoid pulling any loose threads.
How to I care for my sheets & swaddles?
We recommend warm machine wash.
Do not bleach, iron or dry clean.
Returns, Exchange & Warranty
Can I return my order?
If you are unhappy with your order we are happy to arrange an exchange or credit note within 14 days from delivery of your order.
We can not accept a return on bedding that has been slept in or washed.
We do not offer refunds for change of mind and are unable to offer returns on discounted sale items.
Customers must contact our customer service team at hello@maeandmoo.com.au within 14 days of receiving their order to arrange a return for exchange.
An exchange is only possible where the goods are in their original package, unused and unwashed.
Can I return my order if it has been used or washed?
Unfortunately due to hygiene reasons we can not accept change of mind requests on bedding or blankets that have been slept in or washed.
Is return postage covered?
We do ask customers to cover the return postage costs for change of mind.
If your return is for another reason, please contact our customer service team at hello@maeandmoo.com.au and our team will be more than happy to help facilitate your return.
I have an issue with my order, is it under warranty?
At Mae and Moo we take great care to and ensure that the goods you receive are of the highest quality without fault or issue at the time of shipping. If you do receive an item that is damaged or has a fault, please contact our customer service team ASAP at hello@maeandmoo.com.au
Unfortunately we do not warrant against damage or defect caused through general wear and tear through use, washing or against our care recommendations.
Our heirloom blankets are crocheted by hand and variation in stitching and finish will occur from piece to piece. This is not considered fault but due to the individual artisinal nature of these handcrafted pieces.
How to I arrange a return or exchange?
If you need to return any goods to us, please contact our customer service team on hello@maeandmoo.com.au and we can share our return details with you.
General FAQs
What are our products made from?
We use 100% cotton in all our pieces to ensure the softest and gentlest feel for new skin.
Our sheets and swaddles are made from 100% GOTS organic certified cotton.
How do we create our blankets made?
We work with a team of skilled artisans who hand crochet each of our beautiful heirloom blankets. Each blanket takes weeks to be crochet and assembled ready for you to treasure.
As a result each blanket is unique and some variation to the stitch pattern, size and finish is to be expected.
Do you sell gift cards?
We definitely do! We offer customers the option of giving the gift of choice with our E Gift Cards.
Shop our Gift Cards
What payment methods are accepted?
We accept payment via PayPal, Shop Pay, AfterPay and credit card using Visa, Mastercard and Amex.
What is your privacy policy?
Your privacy is really important to us, so to understand how we use the information collected from you - you can view our full privacy policy here.