Last updated: 22 July 2026

1. Production time

Unless otherwise stated, Tessera products are handmade to order in Thornbury, Victoria.

Orders are made and dispatched in roughly two weeks.

Production timeframes are estimates. If we expect a significant delay, we will contact you using the details provided with your order.

If your order is required by a particular date, please contact us before ordering. We cannot guarantee delivery by a requested date unless this has been expressly confirmed in writing.

2. Shipping costs

Available delivery methods and their costs are displayed at checkout.

Shipping charges are calculated based on your delivery location and the available service. Any promotional free-shipping offer will be subject to the conditions stated with that offer.

3. Delivery locations

Tessera currently delivers to the locations available at checkout.

For international orders, the customer is responsible for any customs duties, import taxes or other charges imposed by the destination country unless otherwise stated.

4. Tracking

Where tracking is available, you will receive tracking information once your order has been dispatched. Tracking information may take a short time to become active after the parcel has been collected by the carrier.

5. Delivery addresses

Please check your delivery address carefully before confirming your order.

If you notice an error, contact us as soon as possible. Once an order has been dispatched, we may be unable to redirect it. Additional delivery costs resulting from an incorrect or incomplete address may be charged to the customer.

6. Delivery delays and missing parcels

Delivery timeframes are estimates and may be affected by carrier delays, severe weather, peak periods or other circumstances outside our reasonable control.

If your tracking has not updated or your parcel appears to be significantly delayed, please contact us so we can investigate with the carrier.

A carrier marking a parcel as delivered does not prevent us from helping you investigate a genuinely missing delivery.

7. Orders damaged during delivery

Please inspect your order when it arrives.

If your order has been damaged in transit, contact us as soon as possible, ideally within 48 hours, and provide:

• Your name and order number.
• A description of the damage.
• Photographs of the damaged product.
• Photographs of the internal and external packaging.

Please keep the product and packaging while we assess the issue. The 48-hour timeframe helps us investigate the damage with the delivery carrier, but it does not limit any rights you have under Australian Consumer Law.

8. Changes and cancellations

If you need to change or cancel an order, contact us as soon as possible.

If production has not begun, we may be able to change or cancel the order. Once materials have been allocated or production has started, made-to-order products cannot be cancelled or returned for change of mind.

9. Change-of-mind returns

Because Tessera products are handmade to order, we do not accept returns or provide refunds because you:

• Changed your mind.
• Selected the wrong colourway.
• No longer need the product.
• Found a similar product elsewhere.
• Did not check the product measurements before ordering.

Please review the product description, dimensions, photographs and colourway carefully before placing your order.

10. Faulty or incorrect products

Tessera products come with guarantees that cannot be excluded under Australian Consumer Law. Contact us if your product:

• Is faulty or unsafe.
• Arrives damaged.
• Is significantly different from its description.
• Is not the product you ordered.
• Otherwise fails to meet an applicable consumer guarantee.

Please provide your order number, a description of the issue and photographs where possible. We will assess the issue and provide an appropriate remedy, which may include a repair, replacement or refund. Where required under Australian Consumer Law, Tessera will cover reasonable return-delivery costs.

Handmade variations and faults disclosed before purchase are not treated as product faults.

11. Refunds

Approved refunds will be issued to the original payment method. Processing times vary between payment providers and financial institutions. Delivery charges will be refunded where required under Australian Consumer Law.

12. Contact

For questions about delivery, damage or returns, contact:

Email: hello@tesserastudiomelbourne.com.au
Instagram: @tessera.studio.melbourne