Where is The Moose Hub?
Sometimes we have a real bricks and mortar store just like proper grown ups. Sometimes we collaborate with other lovely fair trade and ethical peoples to create big and beautiful retail pop-up spaces. We sometimes do markets. Other times we go adventuring and you can follow us online. We sell some of our things through our friends' stores.
Our online shop is always open. You can catch up with our current activities and locations by following us on Facebook and Instagram.
Can I call and order over the phone?
Yes of course, we place a high value on those that choose to step outside the high tech world and want to send a pigeon. You are welcome to place your order over the phone, or email us, to pay by direct debit or credit card.
I have a question - how do I contact you?
You can call us on the number listed on our Home Page. You can also send us an email via the Contact Us form. We are very happy to assist you with sizing and fit if you are at all unsure. We encourage you to call us to discuss colours and styles if you are selecting one of our unique artisan pieces, so that you may select the perfect one for yourself or as your gift. Please call us, we really do want your purchase to be perfect!
Can you provide me with more information about your sizing?
Our sizing follows standard Australian sizing. Where we find that a garment is slightly smaller or more generous than usual, we note this in the product description. Please also read our notes in the description regarding the height and size of the model, where applicable. Items will sit higher or lower depending on your height.
Generally, our Women's Clothing sizes are as follows:
- XS - Extra Small - Australian Size 8
- S - Small - Size 10
- M - Medium - Size 12
- L - Large - Size 14
- XL - Extra Large - Size 16
- XXL - Size 18
Please note that bamboo and lyocell viscose fabrics may cling slightly - if you are seeking a looser look, consider sizing up. Hand loomed cotton should be ordered at your normal size - it will fit firmly but will then give up to 0.5 cm after fitting.
If you are at all unsure, please email or give us a call and we will be happy to assist.
Can I return goods and how do I do this?
Yes, goods may be returned. Please refer to our Returns Policy.
Do you have Gift Cards?
Yes - you can select from a range of Gift Card options in our online store. These are delivered electronically. If you prefer a lovely paper Gift Card mailed in a fancy envelope, please call us to arrange.
Can I send an item as a gift?
Yes, please specify that the item is a gift when ordering and we will gift wrap and send to the specified address. If you also choose a card we can write on the card to send with the gift. We gift wrap in natural craft paper with upcycled sari silk trimmings.
How are goods shipped?
We currently use Australia Post but on occasion we may use a courier service. International shipping to NZ uses Australia Post. Unfortunately we cannot be responsible for customs delays or seizures when shipping to New Zealand. If we feel there may be a problem with your purchase and entry to NZ we will contact you before shipping, but please bear this in mind during your selection (eg: wood and beeswax products should not be selected). We use compostable bio-plastic satchels, with paper labels. All wrapping is biodegradable, although occasionally we re-use bubble wrap or used plastic packaging to protect your items.
Do you ship to Post Office Boxes?
Yes when we use Australia Post this is not a problem.
Do I need to be at the address to receive my goods?
For the safety of your purchase, we will always note that a package should not be left without signature. If you are happy for your package to be left in a safe place, please note this at check-out.
My item was damaged, what should I do?
We take care to package goods securely against damage. If you receive goods that are broken or damaged, please call or email us as soon as possible to arrange replacement. Please send us photographic evidence of damage, as we require this prior to shipping a replacement.
How will I know that you have received my order?
You will receive an email when you have paid for your goods, and also when they have been shipped, with an estimate of the time of arrival. You will receive a tracking number so you can track the journey of your goods from us to you.
I do not live in Australia. Can I still purchase from your store?
We ship to Australia and New Zealand via out standard check-out. If you live in another country we are happy to ship to you, but please contact us so that we can quote individually on international shipping to ensure you receive the best rate. Please email us directly with your wish list and we will provide a quotation.
I do not wish to pay for my order online. What are my options?
We offer direct debit to our bank account, or over-the-phone credit card payment. We will hold your goods until payment is received, then ship them to you.
What are the Postage Costs?
We offer flat rate shipping within Australia and to New Zealand for $8.50 Shipping is free for purchases over $100. We quote other international shipping individually to ensure you receive the best rate. Please email us directly with your wish list and we will provide a quotation.
Tell me more about your sustainability and selection criteria
Our key impact is in the items we select to stock. We choose to purchase from workshops that directly assist their local communities, through fair wages and working conditions, education, skills development and women's empowerment, and that use earth friendly materials and processes. The selection criteria for our goods is described on our About Us page.
We recycle all our packaging, including soft plastics. We consider the environmental and social impact of all our retail decisions and actions. Where possible we use recycled packaging and bags for our customer purchases. We use a compostable corn starch postage satchel, which may be placed in your compost. We consider the eco and ethical values of every item we stock in the store, and are transparent in passing this information on to you. We do not offer plastic carry bags in store, and only issue electronic receipts.
A good question often asked by Canadian and Scandinavian people we meet! Yes, we are based in Australia, a hot dry country with no native moose. But we can dream, right? It might also have something to do with our founder, Nicole, being a lover of cold weather, possessing a long and slightly uncoordinated gait, a tendency to wander, and a general obsession for all things moose (except eating them, that's a nope from us).