faq

CONTACTING MAUS HOUSE

To ensure that we answer your queries as quickly as possible, please click here and use our contact form.
We try to respond as quickly as possible, but typically, we respond within 24 – 48 hours.

PAYMENT

We accept:
  • Mastercard (Credit & Debit)
  • Visa (Credit and Debit)
  • American Express
  • PayPal
Yes, we use PayPal to process all credit card transactions. Our 128-bit encryption is industry-standard and guaranteed. Your information is safe and secure, every time you visit and we do not store any credit card information. Click here to visit our Privacy Policy.

ORDERING

Yes , you will receive an email confirmation after placing your order to confirm that we have received your order. If for some reason, you did not receive a confirmation email:
  1. Please check the promotional/spam folders of your email inbox.
  2. Click here to contact us and using the contact form, please add ‘I have not received my confirmation email’ in the subject line.
If you have mistakenly checked out with an incorrect address, please click here and using the contact form, add ‘Can I please change the shipping address of my order?’ to the subject line, and we will update your shipping details as quickly as possible.
If you wish to cancel your order, please click here and using the contact form, add ‘Can I please cancel my order’ to the subject line. We are generally able to change your order unless it has already been shipped.
If you need to change or cancel your order, please click here and using the contact form, add ‘Can I change my order?’ in the subject line. We are generally able to change your order unless it has already been shipped.
Unfortunately, we cannot add items to an existing order. Please place a new order for the item and email admin@maushouse.com.au immediately. We’ll be happy to give you a store credit for any additional shipping paid if we combine your orders.

SHIPPING AND TRACKING

Yes, we can send to PO Boxes, however, please be aware that shipping to PO Boxes to destinations other than within Australia will be sent via standard shipping with your national postal service, which may take 3 – 15 working days.
Most orders are shipped within 24 hours of payment being received, except for orders containing pre-orders. Shipping times may vary due to the availability of merchandise and sale periods. Orders are not shipped during weekends or public holidays.
You are able to track your order from your account with Maus House.
Please click here and using our contact form, add ‘Where is my order?’ to the subject line. Please allow up to 15 business days after placing your order before using the above method to contact us.

RETURNS

Unfortunately, all sale items cannot be returned. Please choose carefully when purchasing products on sale. For further information, click here for our Refund Policy.
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