FAQs

We are a Canadian-based business and we would be happy to send our pieces anywhere in Canada and USA with FREE shipping!

Please message us if you live in another country (besides Canada/ USA) and would like to have one of our pieces. We would love to find some options for you!

All buyers are responsible for any customs and import taxes that may apply.

Canada and USA orders normally arrive within 3-4 weeks of shipping. Please note that for USA orders these need to pass through the customs office before it will be released for final delivery, which can occasionally cause additional delays.

Once an order leaves our shop, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our shop. Contacting the carrier is the best way to get more insight into your order’s location and estimated delivery date.

Unfortunately we do not offer cancellations or returns on our items. All purchases made in our shop are final and non-refundable.

Although we do our very best to package your fragile items, on occasion your moss may arrive damaged. We will get you a new moss piece ASAP, but you must:

1. Open the package upon receipt (DON'T wait days/weeks to open) and
2. Take detailed pictures of the product damage AND the box damage and message us.

If your piece arrives and it's damaged, we will replace it, but we will not refund it.

Your moss art may smell "earthy" upon arrival. This is normal and over a few weeks it will go away. Some people love the smell, others do not, and most don't even notice it. If you are particularly sensitive, we recommend you place your art in a well-ventilated room. In a few weeks, the smell will be gone. We have sold many pieces, and no one has had complaints about the smell lasting over a few weeks’ time, so please be patient since this is a natural product.

The moss will adjust to the humidity of the environment, so if the space is dry, your moss could appear dry as well. In that case, you can gently mist your moss periodically (max. 2 x a month) to bring a more natural appearance and long-lasting look.

Your new moss wall art requires no maintenance or watering! It’s ideal if you are away a lot or don’t have time to take care of plants. It also requires no sunlight, so it's perfect to brighten a darker room in your home.

We recommend avoiding placing your new moss wall art in direct sunlight locations of the room, since the light can cause the colour to fade over time.

We mix different shades of green (light green, medium green, and dark green). Please let us know in case you have any preferences—if you are looking for a colour mix with the green shades, please message us.

You can choose the frame colour: natural, golden oak, special walnut, dark walnut, white, or black. If you're looking for any other stain colour, please message us. Frameless options are also available.

Our products are available in many sizes. Please check our other listings to see the standard options we have and if you don’t find the size you are looking for, please message us as we can have it custom made for you. 

Each available size is listed on the page of each product.

The frame of our moss wall art is handmade by our team using pine wood. It can also be made in oak wood as a special order (please message us to get a quote).

Fresh & Cozy accepts the following payment methods for online purchases:

• Major credit cards (VISA and Mastercard)
• PayPal: if you do not have an account yet, you can create one while shopping with us
• Klarna
• Gift cards

Please note that your billing address must match the address on your credit card statement.

Once you place your order online, you will be able to see the details of the purchase, follow its preparation, and see shipping updates in the My Account area.

We usually respond within the next 24 hours after you've sent your message.