Shipping & Delivery
What is the difference between dispatch and delivery?
Dispatch refers to the time when your order leaves our studio or preparation facility and is handed to the courier.
Delivery refers to when the order arrives at your nominated delivery address.
When should I expect my order?
Many of our pieces require preparation such as professional framing, quality inspection, and specialised packaging.
Our standard preparation timeframe is 2 - 5 weeks before dispatch.
Items that do not require additional preparation may be dispatched sooner i.e. within 1 - 2 weeks.
Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.
How much does shipping cost?
Shipping costs depend on the size, weight, and delivery location of your order.
All shipping charges are calculated automatically at checkout.
If you require a shipping estimate before ordering, please contact us at sales@mterra.com.au.
Where do you ship?
We currently ship Australia-wide only.
Do you offer international shipping?
At this time, M Terra ships within Australia only.
Why are some delivery options unavailable?
Delivery options may vary depending on:
- Your delivery location
- The size or weight of the item
Courier service availability in your area
Can I ship to multiple addresses?
Each order can only be shipped to one delivery address.
If you would like items sent to multiple locations, please place separate orders.
Do you deliver to PO Boxes?
For fragile or large items, a physical street address is required to ensure safe delivery.
How can I provide delivery instructions?
You can add delivery notes during checkout.
If you need to provide additional instructions before dispatch, please email sales@mterra.com.au with your order number.
What if my order is delayed?
If your order appears delayed, please contact us at sales@mterra.com.au with your order number and we will assist in tracking the shipment.
What happens if I am not home during delivery?
If you are unavailable to receive your delivery, the courier may:
- leave a collection card
- attempt redelivery
- contact you to arrange a suitable delivery time
This process may vary depending on the courier.
What is “Authority to Leave (ATL)”?
If you select Authority to Leave (ATL) at checkout, the courier may leave your parcel in a safe location at your address.
By choosing this option, responsibility for the parcel transfers once the courier confirms delivery.
Will my entire order arrive together?
Where possible, orders are shipped together.
However, items may occasionally be sent separately depending on preparation time, item size, or packaging requirements.
Can I collect my order?
At this time, warehouse or studio collection is not available.
All orders are shipped directly to customers.
What items qualify for free shipping?
Orders over $300 on eligible small homeware items qualify for complimentary shipping.
Large, bulky, or heavy items may be excluded from this promotion due to freight requirements.
My Order
Where is my order?
You can track your order using the tracking link provided in your dispatch email.
If you cannot locate the tracking information, please contact sales@mterra.com.au.
How can I track my order?
Once your order has been dispatched, a tracking number will be emailed to you.
Can I cancel or change my order?
Orders begin processing soon after they are placed.
For this reason, cancellations or changes may only be possible before dispatch.
If you need assistance, please contact sales@mterra.com.au as soon as possible with your order number.
What if I receive the wrong item?
If you receive an incorrect item, please contact us as soon as possible at sales@mterra.com.au and we will assist in resolving the issue.
What should I do if my order arrives damaged?
If your item arrives damaged, please contact us within 7 days of delivery.
Email sales@mterra.com.au with:
- your order number
- clear photos of the item
- photos of the packaging
We will review the issue and arrange an appropriate solution.
What if my item is faulty?
If you believe your product is faulty, please contact us within 7 days of receiving your order.
Where a product is confirmed to be faulty, we will offer a repair, replacement, or refund as required under applicable consumer laws.
Returns
Can I return an item?
Due to the one-of-a-kind nature of many M Terra pieces, we do not accept returns for change of mind.
Returns are accepted only for items deemed faulty in accordance with applicable consumer laws.
Please refer to our Refund & Returns Policy for full details.
How do I arrange a return for a faulty item?
Please contact sales@mterra.com.au with your order number and details of the issue. We will provide further instructions if a return is required.
Who pays for return shipping?
If a product is confirmed to be faulty, return arrangements will be organised with you.
For other approved returns (if applicable), return shipping costs may be the responsibility of the customer.
What if an item becomes unavailable?
In the rare event that an item becomes unavailable after purchase, we will contact you to discuss suitable options which may include a replacement item or refund.
Products & Services
How do I care for my product?
We provide a detailed Product Care Guide covering acrylic paintings, canvas artworks, and ceramic pieces.
We recommend reviewing the guide to ensure your purchase is properly maintained.
Do you offer custom orders?
At this time, M Terra specialises in ready-made, one-of-a-kind pieces, and custom orders are not currently available.
Do you offer gift cards?
Digital gift cards are not currently available but may be introduced in the future.
Do you offer gift wrapping?
Premium packaging may be available upon request.
Please contact sales@mterra.com.au prior to dispatch to discuss available options.
Are your products ethically sourced?
We aim to select materials and production methods that align with responsible sourcing and thoughtful craftsmanship wherever possible.