FAQ

If you have any questions that aren’t answered here, please email us at info@mor.com.au

We are based in Melbourne, and our customer service team is only available during normal business hours: Monday to Friday, from 9:00 AM to 5:00 PM (AEST/AEDT). If you contact us outside of these hours, we will get back to you as soon as possible. Please allow up to two business days for our team to get back to you.

For our interstate customers, please be aware that some public holidays are specific to Victoria or may fall on different dates than those in your state. This could affect our response times during those periods.

  • King’s Birthday: Monday, 9 June 2025
  • Friday before AFL Grand Final: Friday, 26 September 2025
  • Melbourne Cup: Tuesday, 4 November 2025

General

Is MOR sold in stores?

We are stocked in all Myer and David Jones stores across the country and in select retailers.

How do I become a stockist?

If you would like to enquire about becoming a stockist, please send us an email at info@mor.com.au with your contact details and where you’re located. Our team will get back to you with more information

Are your products cruelty-free?

Please rest assured that we do not test any of our products on animals.

Are your products vegan?

We are in the process of certifying our products as vegan. While our newer products are developed with vegan ingredients in mind, our older formulas were created before we fully embraced this commitment. As a result, the certification process for these products is taking a bit longer.

While we cannot guarantee that all our formulas are completely free from animal-derived ingredients or by-products, we are working diligently to ensure that all future products meet vegan standards.

Order related

Delivery options

We deliver our online orders through Australia Post and provide free shipping to orders over $80. A flat shipping rate of $12.95 apply for orders under $80. Only standard post with signature required is available at this current stage.

Delivery times will vary depending on your location.

How long does it take for dispatch?

Our dispatch team will strive to ensure next business day dispatch. However, during sales periods or over public holidays, this may not always be possible.

How do I know when my order dispatches?

When your order is dispatched, an email will be sent with the tracking information. Please note that tracking information on the Australia Post website may not update immediately.

Can I cancel my order if I no longer want it?

While we do not allow cancellations due to a change of mind, we will make every effort to accommodate your request if you contact our customer support team at info@mor.com.au. Unfortunately, we cannot guarantee that the order has not been processed; once processed, it is too late for cancellation. Please review your order carefully prior to payment.

Can I change my address after placing the order?

We will try our best to help you but unfortunately, we cannot guarantee a change of address once the order is placed, as orders are typically processed quickly to ensure timely deliveries.

Please contact us immediately at info@mor.com.au with your order number and the correct address. You may have to contact Australia Post directly to request a redirection if the order has already been processed.

My order arrived damaged, or something isn’t right

If you have received the order damaged or something is missing or if there are any issues with the products please contact us immediately by emailing info@mor.com.au with your order number and an image of the products you have received, our team is more than happy to remedy the issue.

I no longer want the order can I return it?

We unfortunately do not offer change of mind returns. We are happy to help if there an issue with any of the products. If this is the case, please contact our customer support at info@mor.com.au with your order number.

Delivery instructions wasn’t followed, or I have an issue with the delivery

Unfortunately, after the parcel leaves our warehouse, we largely have no control over the delivery. If there are any issues with the delivery, please contact Australia Post directly with your tracking number.

Please note that any instructions to leave the parcel without a signature will be ignored. All parcels are required to be delivered with a signature upon receipt.

Promotions

The promotion wasn’t applied?

We run various promotions throughout the year. Some are automatically applied when your cart meets the promotion's criteria, while others require a code. Please read the promotion's terms and conditions carefully. Any active promotion will be reflected on the checkout page before payment, so be sure to review your order carefully. If you don’t see the promotion applied before payment, please contact our support team for assistance.

The promo code isn’t working?

Please check the characters that are entered, the promo code can be case sensitive or perhaps a space was entered by mistake. If the error persists then the code could have been expired or used before or the items in your cart don’t meet the requirements to redeem the code

Please contact us at info@mor.com.au and we can take a look at it.

I didn’t apply the promo code for my order can you apply now?

All promo codes must be applied at checkout before payment, we cannot retroactively apply a code to your order once payment has been made. Please review your order carefully.

If you run into any issues redeeming any codes, please contact our customer support team prior to payment.

Having issues with gift with purchase redemption

The gift with purchase promotions will be either be automatically added to your cart once you have met requirements of the promotion or require you to select it in order to add it to your cart.

If the gift does not appear in your order summary prior to payment, please refresh the page. If it still does not appear, you may not have met the requirements to receive the gift, please check the terms and conditions of the promotion.

If you are unsure or have any questions, please contact us for further information.

Product Related

Fragrance:

Why has my perfume changed colour/scent?

We use a number of high-quality natural fragrance oils within our perfumes, some of these oils will cause the colour to change over time. This is a natural process and is out of our control, and it has no affect to the quality of the fragrance.

As for the scent itself as the fragrance ages, similar to how wine changes flavour over time, the scent will evolve; fresher bottles tend to smell lighter than older bottles.

Why are some scents stronger than others?

Some scents are naturally stronger than others, and how each person perceives the fragrance can vary depending on the time of day or the environment you are in or even how it is applied. Some fragrance notes like vanilla and citrus generally project better and smell stronger compared to fresher aqua notes.

Fragrances can also smell slightly different when applied on a tester card versus your skin. Everyone’s skin chemistry is unique and how our skin’s pH level or natural oils interacts with the fragrances will vary, leading to the fragrance smelling different from person to person.

Why does the different products in the same scent smell different?

Due to the different ingredients that goes into each of the different products the strength of the fragrance will vary slightly. We do suggest layering different products make the fragrance last longer and smell stronger.

Candles:

How can I reuse my candle packaging?

When your candle can no longer be used, you can reuse the vessel by removing the left-over wax and rinsing with hot water. The vessel can then be used as a vase, or to house your make-up brushes, pens or even house a plant in!

Why did my Candle vessel crack/shatter?

Sometimes when the candle is not used as per the directions, excessive heating may cause the glass to crack under the pressure of heat. This may happen especially when there is not much wax left in the jar, causing the glass to overheat. We recommend stopping burning the candle when there are 1/2 inches or 10mm of wax left.

My candle is tunnelling what do I do?

Several reasons can cause the candle to tunnel, the most common is if the candle wasn’t burnt for long enough. We recommend burning the candle until you see that the wax pool is across the entire top of the candle, reaching the vessel edge.

Other common causes may be that the wick has not been trimmed to about 5mm before each burn or there may have been a draft nearby.  

Diffusers:

My diffuser doesn’t smell

It can take some time before the diffuser oil to fully steep into the reeds, please flip the reed frequently to ensure the best affect.

Do you have refills for the Diffusers?

Currently, we do not offer refills for any of our diffusers.