Consumer guarantee and refunds

19 Mosaics goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

19 Mosaics does not give change-of-mind refunds, please choose carefully.

How do I add my Coupon Code?

If you have a coupon code go to the checkout as normal. On the 'Enter your info' tab you will see a link 'ADD COUPON'

Click the ADD COUPON link. A box will then appear for you to enter your code.
Enter your code in the box and click the 'ADD' button. You will then see the 10% discount applied. Continue checking out.
PLEASE NOTE: If you have any problems please contact me before completing the order.
If you continue without adding the code the discount will not be applied. I cannot take the discount off once you have paid.

How can I track my order?

I mail all orders using Australia Post. Once your order had been processed you will receive an email from Australia Post with your tracking number. Check your spam or trash folder if you have not received an email within a day or two of ordering. If you have checked and still have no email contact me and I will give you your tracking number. You can track your order here.

Alternatively you can download the Australia Post app. The app will automatically send you details of your order and the estimated day of delivery.

How long does it take for my order to be mailed?

All orders are processed and mailed within 2 business days where possible. I post each Monday, Wednesday and Friday. If your order is in early enough before those days it will be mailed the next day.

For example, if the order is received at 9am Sunday it will be mailed on Monday, if it's received at 9pm Sunday it will be mailed on Wednesday.

If you would like to change anything or add to your order please contact me quickly. Once your order has been wrapped ready to send no more products can be added.

How can I pay?

You can pay on my website using the following:
  • bank transfer
  • PayPal
  • Credit Card
You can pay in store by using cash or EFTPOS.

How can I keep track of my orders?

Under the menu bar on the left hand side of the page is a small figure as shown by the red arrow below. If you click this figure it will take you to your 'Client Zone'. In the Client Zone you can add all of your postal details, see your past orders and more. If you choose to use the client zone you will not have to add your name, address, etc. each time you make an order.

What if a product I order is not in stock?

This can happen from time to time. If I am low on stock and customers buy products from my physical store the product can still show as in stock online. If this happens I will contact you and ask you if you would like a credit, refund or if you would like to swap the product for another product of the same value.

What is the Client Zone?

The Client Zone is for you. You can use it to log into 19 Mosaics, edit and add multiple addresses and use them when making orders, add you personal details and keep track of your orders.

How do I create a wish list?

While looking at my products you may want to create a wish list for future orders. You can click on the heart on the top right of the product shown below.

Or you can click on the product and click the heart next to the 'Add to cart' button.

To view your wish list just click on the heart under the menu on the left hand side of the page.

Please Note: adding an item to your wish list does not keep that item aside for you. Stock may run out before you place your order.

I don't like ordering on websites, is there another way?

Yes. Just make a list of the products you would like and give me a call to arrange payment. I will create an invoice for you. The invoice will be emailed to you. You can then pay the invoice on the email by credit card, bank transfer, PayPal or give your credit card details over the phone.

Can I lay-by an order?

Yes. Just contact me with your order details and I will send you an invoice with the payment details.

Can I have my order sent by Express Post?

Yes you can. Just contact me before ordering to arrange Express.

I want to purchase and/or use a gift card


If you would like to order a gift card click here 
You can choose the amount you would like for yourself or someone else. The link will take you to a new page.

To redeem the card you can send me a list of your items and I can send you an invoice. You can then pay the invoice with the gift card.

My order is showing as 'unpaid' in Client Zone

Once you place your order and pay I will begin getting it ready to mail out. I open each order on the website and create a label ready for it to be mailed.

After I create the label I change the order on my website to 'Completed", as soon as I do this it changes your order in Client Zone to 'Unpaid'. You are the only one who can see this. At my end the order still shows as paid.

I have spoken with my web designers about this and they tell me they are working on it.

Can I request an item 19 Mosaics doesn't sell?

Yes. I can't guarantee I will be able to source the item but I will try. Some items are hard to get at the moment due to Covid.

Can I order a product that is currently out of stock?

In some cases yes. If I have some on order I am happy to hold the product on arrival and let you know when it arrives. Because I am a small business with limited space I can't hold an order forever. If I have not heard from you for several weeks the product will be placed back online and/or in my physical store.

If I am unsure (due to Covid or other reasons) that the product may not be available I will let you know on request.

Where is 19 Mosaics located?

Tamworth NSW Australia

When is 19 Mosaics open?

My online store is always open.

You can call me on 0413 468 062 during business hours, send me a text anytime, or send me a Messenger message via Facebook anytime. I will answer your message as soon as possible.

My physical business is open by request. You can also order online if preferable and organise a pick-up time.

I tried to phone but no one answered?

I run 19 Mosaics by myself. Sometimes I am with a customer in my store, driving, etc. at the time of the call. You can leave me a message and I will call you back as soon as possible.
You may prefer to:
  • leave a message on my website  
  • send me an email
  • contact me via Facebook or Instagram.

Can I leave a product review?


19 Mosaics loves to hear what you have to say.To leave a review go to the product you would like to review. Click on 'Add review'
You will be asked to give an overall review (from 1 to 5 stars). There is also a text box so you can add free text regarding what what you like or dislike about the product, what you used it for etc.You are also asked to add your name and email address. Your email address will not be published on the website.

You can also leave feedback on my Facebook page.

Please be kind. If you are unhappy with a product contact me directly so I can resolve the issue.

Can I speak with you directly?

Yes I am the owner of 19 Mosaics. I currently have no employees. If you call you will speak with me.
Cheryl Hardwick

How long has 19 Mosaics been around?

19 Mosaics was born in 2019

I sent an enquiry to 19 Mosaics but had no reply?

I will always reply within a few days (usually the same day). Sometimes when I send a reply it goes to my customers 'Junk Mail' folder. After you have sent me a message please check your junk mail later that day or the next day, you may find my reply in there.
If you can't find my reply please phone or text me.

Can I use my NSW Seniors Card?

No. I can give the discount for every state in Australia except NSW.

I live in NSW but am unable to register with Service NSW to give the discount. All other states are eligible. Sorry for the inconvenience. Contact Service NSW for more information.

How do I use my card?

Contact 19 Mosaics, show your card (in person or send a picture), 19 Mosaics will then send you a coupon code to be used when making a purchase.

Once you have the code go to the checkout as normal. On the 'Enter your info' tab you will see a link 'ADD COUPON'

Click the ADD COUPON link. A box will then appear for you to enter your code.

Enter your code in the box and click the 'ADD' button. You will then see the 10% discount applied. Continue checking out.

If you have any problems please contact me before completing the order.

What is afterPay and how can I use it?

afterPay is a service that allows you to make purchases now and pay for them in 4 equal payments made every 2 weeks without interest. The first payment will be processed at the time of purchase. You're order will be packed and posted as normal after your order is placed.
My website does not support afterPay but if you would like to pay with this method I can create an invoice for you. Just send me the following:
  • Name
  • Address
  • Phone
  • Email
  • A list of products and the quantities of your order
If you're in store just choose the afterPay option when checking out.
Alternatively you can purchase using PayPal which offers an AfterPay option.

What happens next?

You will need to make the first payment at the time of purchase. The remaining 3 payments will be deducted automatically every 2 weeks from your chosen method of payment. You can choose to make early payments if you wish and can do so through your afterPay account. You can log into your account here -

Purchase limitations - The minimum purchase is $1 and the maximum is $1,000 with a credit card and $500 with a debit card.

For more details please see afterPay's terms and conditions -