More than 4300 items were never delivered at all.

The Australian Competition and Consumer Commission said the retailer was “found to have wrongfully accepted payment from consumers and engaged in misleading or deceptive conduct.”

ACCC Deputy Chair Catriona Lowe said the delays were “unacceptable” with a quarter of total goods ordered from the brand affected.

“Our investigation revealed that more than half of the items in question were dispatched from Mosaic Brands’ warehouses 30 or more days after the order date, and about one-third were dispatched 40 or more days after the order date,” she said.

“One person who reported to us experienced the dual disappointment of never receiving the goods they’d paid for and then having to wait six months for a refund.”

The court found the delays took place over a six-month period.

Mosaic Brands was also found to have breached another consumer law with its returns policy.

In a 13-month period between 2021 and 2022, eight of the brand’s websites said that consumers were only eligible for a refund of a faulty item if it had been returned within six months of the purchase date.

The ACCC says that under consumer laws, refunds for faulty items do not have a set limit, it applies for a “reasonable time”, which is dependent on the price and quality of the item.

The brand was fined $25.05 million.

Mosaic Brands went into voluntary administration in October 2024 before entering complete liquidation in July 2025.

In May 2021 and September 2022, Mosaic Brands had already acquired $896,000 in infringement notices, including for misrepresentations on its websites about refunds for faulty goods.

At the brand’s peak, they had 800 retail stores across Australia and 7.8 million online customers.