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Shipping & Delivery

When will my order be shipped?

We always aim to dispatch your order to you as soon as we possibly can, this is usually within 1-3 business days of order confirmation. Bear in mind that dispatch can sometimes be delayed due to high volumes. This might happen if you order during a sale or a public holiday period.  

Our couriers usually deliver Monday through Friday, and the stated delivery times are averages provided by our carriers. In some cases, there may be delays, this could be caused by extreme weather conditions, or during holiday and peak periods. With remote deliveries, it’s also possible to have delays as they rely on local transport schedules.

If you have any other questions, please reach out to us here

Where can I receive my order?

You can receive your order at either your home address or business address, whichever is convenient. We do need to let you know that if your goods are being delivered to an apartment complex, they can only be delivered to the ground floor. Due to Health and Safety reasons, couriers cannot deliver goods up lifts or stairs. There are some rural areas that our courier contractors cannot deliver to, if that is the case your goods will be delivered to the nearest town where you can collect them. Unfortunately, we are unable to deliver to a Post Office Box, Parcel Locker, Parcel Collect or Private Mail Bag.

There is no shipping option for my address, how can I place an order?

So, you can’t find a shipping option for your address and you’re wondering how you can get that beautiful item you’ve got your eye on to your place. While there are some rural areas our couriers aren’t able to ship to, we are able to arrange delivery to the closest town where you can collect. However, let’s first make sure your address is reachable by following these steps: 

  1. When you enter the suburb or postcode you should be able to select your address from the drop-down bar, this is how you validate your address.
     
  2. Sometimes it helps to turn off your autofill/complete settings and enter them yourself. And remember your phone number must be entered. 

  3. Have you tried refreshing your browser? In some cases, certain browsers do not show all fields so you could also try a different browser. Or alternatively, try and use a different device. 

  4. If none of these worked, please contact us here

Can I select signature on delivery?

We do not offer a “Signature on Delivery” option as all deliveries are “Authority to Leave” and do not require a signature. If you are not available at delivery time our couriers will leave the goods in a safe place, if that’s not possible they will be taken to the nearest depot for collection, or an “Attempted Delivery” card will be left. 

If you are selecting “Additional Delivery Instructions” please make sure you choose the most suitable option so that our couriers can do their best to accommodate your request. Unfortunately, we cannot accept any responsibility for packages that are removed/lost/stolen/damaged that were instructed to be left at an address.

How long will my order take to arrive?

We’ve recently partnered with new couriers to provide a faster service for you. Mocka dispatches all orders from the Brisbane Warehouse on standard weekdays. Here are our approximated delivery times, by region, once your order is dispatched:

  • NSW/ACT - 2 –7 business days
  • VIC - 2 – 7 business days
  • QLD - 1 - 7 business days
  • WA - 6 - 15 business days
  • SA - 3 - 7 business days
  • TAS - 5 - 8 business days
  • NT - 6 - 12 business days


Please remember these are estimated shipping times from when your order has been dispatched and actual shipping times may vary.

Can I track my order?

Absolutely, we will always mail you a tracking link once your order is dispatched from our warehouse. Here are some more details:

Dispatch: Once orders are dispatched from our warehouse, we’ll send a tracking link to the email address entered at checkout. If you don’t see this email in your inbox, please check your Spam or Promotions folders. Please note it can take up to 3 days to dispatch your order during busy times at our DC here in Brisbane.

Tracking: Your tracking link will contain an ETA (Estimated Time of Arrival) from the courier. This is only an estimate and is from the time the order is placed. It’s possible that there will be changes within the courier network which may mean your order is delivered before or after the ETA. If your order does not arrive by the ETA that does not necessarily mean there’s an issue. Check your tracking link for an update, as all the information you need will be connected to your tracking. Should you still have further questions please contact the courier for further information.

Partial delivery: We always attempt to deliver cartons as one delivery for you, but it is not always possible with our couriers. Sometimes individual cartons get separated in transit, which could be related to the size and dimensions of your order. Your tracking link will remain active until you receive your complete order. Only once you have everything will it be marked as complete.

Can you hold an order and dispatch at a later date?

We understand timing can be a challenge and sometimes life is unpredictable. Unfortunately, we cannot hold orders in our warehouse to dispatch later. Once we receive an order, the wheels are quickly set in motion, and we always dispatch within 1-3 business days. If you will be away on holiday or are in the process of moving house, etc. please rather give us an alternate delivery address for your order.

Can I change my delivery address after ordering?

Unfortunately, we cannot make changes to the delivery address after the order is dispatched from our warehouse. What we can do is provide the contact details of your courier so that you can communicate directly with them. Please note that some couriers may charge extra fees for delivery address changes.

How much do I pay for delivery?

We calculate delivery fees based on the product purchased and the delivery address postcode. We do have a shipping estimate box on all our product pages that you can check. To get a shipping quote on a product, click on it and then enter your postcode at the top right of the screen - if the product has colour choices you need to select a colour to complete the process, but you don’t need to “add to cart” yet. If you are looking at multiple items and would like a complete quote, you can enter your postal code at checkout and a freight price will show before you complete the order.

What if I purchased a product on pre-order?

We’re proud to say our products are popular and they often fly out the door very fast. So when we know we have products arriving in the not-too-distant future, we like to let you know and give you the opportunity to pre-order that product so that you do not miss out when the product arrives. When a product that has been pre-ordered arrives, we always aim to dispatch it to you on the same day. While we put estimated delivery dates for arrival of pre-ordered products on our website, these dates can change as delays can occur that are out of our hands. Sometimes products arrive earlier and occasionally they arrive later than our original estimated date. We apologise for any inconvenience that this may cause, but if you are ordering by pre-order, please do not rely on it being there by a specific date – we prefer to under-promise and over-deliver so the greater risk is that items will arrive sooner than indicated on our website.

Do you ship outside Australia?

Sorry but we currently only ship products available on mocka.com.au within Australia. If you would like your order sent to a New Zealand address, please purchase it via our New Zealand website mocka.co.nz (and use the New Zealand address as both your billing and shipping address). Please note that our New Zealand website prices and products often differ from our Australian site.

Orders & Payments

How do I purchase a product from Mocka?

Shopping at Mocka is super easy - just follow these steps:

- Select any product, either by browsing the different sections of the website, or using the search box in the top centre of the website.
- View the selected product and click on the photograph to zoom in and see details. You can also view the product specifications on the lower half of the product page.
- Select a product and add it to your basket. You can then choose to continue shopping or proceed to complete your order.
- When you click on “check out” you will be required to register as a customer (which doesn’t take long, and it saves you having to enter your address and other details when you place your next order!) or login if you have already purchased from us. If you have forgotten your password simply click on the password request and you will have a new password sent to you straight away.
- Select a payment method: Visa, Mastercard, Paypal, Bank Transfer, Afterpay or ZipMoney – or enter your gift voucher code if you have one.
- Confirm your order.
- You will receive an email confirming your order.

How can I be sure that I’ve made my purchase correctly?

Once you have placed your order, you are given a snapshot of your order details - including your billing/delivery address - if anything is incorrect simply click the link to advise us of the correct details.

You will also receive a confirmation email. If you do not receive an email, please check your Spam folders, as certain providers can occasionally identify Order Confirmation emails incorrectly as Spam. If you cannot find the order confirmation email anywhere within your email account, please contact us at hello@mocka.com.au

How can I pay for my order?

We accept payment by Credit Card (Visa/Mastercard only), Paypal, Bank Transfer, Afterpay or Zipmoney.

I can’t enter my delivery address

We recommend turning off any auto fill or autocomplete settings in your browser and slowly typing until the drop down box starts to populate the correct address.

If your address is not being recognised, please try to just type in the suburb then select it from the drop down options. This will then enable all fields so you can manually enter your billing and shipping address.

Alternatively, some browsers do not show all fields and this may cause an issue, are you able to try an alternative device such as a PC or a mobile device?

Can I use a discount code on my order?

If you have a valid discount code, you MUST use it to get the discount. Enter the discount code in the box labelled 'Gift vouchers and promo codes' at the time of checkout. If you do not enter a valid discount code at the time of checkout, we cannot give you that discount or refund you the amount of the discount after your order is completed.

Only one discount code can be used per order.

Discount codes cannot be used for sale products, to purchase gift vouchers or in conjunction with any other promotion. If our website is not processing your discount after a valid discount code is entered, or if the discount code entered is not accepted when you click Apply Code, then please email your order together with your discount code to hello@mocka.com.au.

Can you hold an order and dispatch at a later date?

Unfortunately we cannot hold orders in our warehouse for dispatch at a later date. We dispatch our orders within 24-48 business hours of receiving them. If you know you will be away on holiday or are moving house etc, we recommend using an alternative delivery address when placing your order or placing the order close to when you will be home to accept.

I’ve entered the wrong email address for my order

We are unable to amend the email address for the order once it has been placed, please contact us at hello@mocka.com.au and we can provide your tracking details for you.

Why will my discount not work on package deals?

Because Packages are already priced very competitively, you cannot use other discount codes or offers in conjunction with purchasing a package.

No further discounts apply in addition to the package price.

Returns

Can I return my product for change of mind?

We get it, sometimes you change your mind about a purchase. That’s why we have a Change of Mind Return Policy in addition to your rights under the Australian Consumer Law (including any rights in respect of faulty items). You may return most unused and unopened items within 30 days of receiving them (either for an exchange or a full refund of the price you paid for the item), provided you comply with the conditions listed below. Please note that original shipping fees for change of mind returns are not refunded. 

  1. All returns must be unused and in their original condition (including all original protective packaging). Packaging must be unopened.
  2. Shipping costs to return the product/s are at your own expense.
  3. 'Clearance' or 'Seconds' items cannot be returned.
  4. For hygiene reasons we do not exchange or refund Quilts/Duvets, Sheets, Pillows, Mattress Protectors, Pet Beds or Mattresses for change of mind.

These conditions apply only to Change of Mind returns and do not apply to items that are returned because they are faulty. If you have a faulty item to return, please click here [Insert link to faulty FAQ] 

Mocka is not required to accept Change of Mind Returns on items outside the specified return window or items that do not comply with this Change of Mind Returns Policy. 

Important reminder that this Change of Mind Return Policy is in addition to, and does not affect, your rights under the Australian Consumer Law including any rights you may have in respect of faulty items. 

How do I return a product?

It’s important to us that you are happy with your Mocka purchase. If you want to return a product, please take a look at the conditions required for either Change of Mind or Faulty items. If you meet these criteria, then please contact us here

What are the Australian Consumer Law requirements around faulty items?

In the case of faulty items purchased from Mocka, any related return and refund rights we offer you will apply in addition to, and do not limit, other rights and remedies you may have under law, including the Australian Consumer Law. 

Here’s what to do if you identify a faulty item: 

  • within warranty for that item, you can contact us for return information.

  • outside the return window for that item please contact us here as you may still be entitled to store credit, replacement (where available), or refund.

 

When possible, please notify us of faulty items within 30 days from receipt of delivery. 

Don’t worry, faulty items do not have to be returned in their original packaging, but they must be packaged appropriately to avoid damage during the return shipping process.  

Additional factors such as age, price, the item's condition, and the disclosures made about the item may be relevant to your return and refund rights under the Australian Consumer Law. 

What should I do if I receive a damaged or faulty product?

Firstly, we’re very sorry you received a less than perfect product. Now let’s see what we can do to fix that. If you receive a damaged or faulty product, could you please contact us within 24 hours where possible and include the following information so we can resolve this for you quickly: 

  • The original order number. 
  • The name of the product.
     
  • Some photos and/or videos showing the issue as best you can. Please include the item and carton photos. 

  • The batch number is the magic number! It’s the best way to ensure the replacement parts will fit your model. You can find this on the outer packaging of the item itself, hint: it’s a printed number in black writing that starts with the letter 5 

  • Which panel(s) and/or hardware were affected, using the assembly instructions that were attached. Please include the panel numbers and quantity. 

We need to let you know that if you go ahead and assemble a damaged or faulty product, Mocka will not be liable to provide any form of compensation or reimbursement for any additional hardware, panels or tools purchased to complete assembly. 

We ask that you hold onto all packaging until any issues associated with faulty or damaged products are resolved, as couriers won’t be able to collect a fully or partly assembled product for transport. 

It’s important to note that any product returned to us must be transported in suitably protective outer packaging and in a way that will protect against the usual risk associated with transportation.  

Regrettably, any loose products will be rejected by the courier. 

What should I do if I receive the wrong product?

Oops, we’re sorry that you received the wrong product! We’re going to make this right ASAP; you can help us out by providing us with the following details here

  1. Your order number
  2. A photo of the courier delivery sticker
  3. A photo of the full incorrect carton with the item details visible.

What do I do if my order arrives damaged?

We know receiving a damaged order is very disappointing, please contact us within 24 hours where possible upon receipt of delivery, so that we can assist immediately. Contact us here.

What do I do if I have accidentally damaged my product?

Oh no, we understand this can sometimes happen. We need to let you know that Mocka is not required to accept any returned item that, as a result of customer negligence, misuse or tampering is, damaged, missing parts or in an unsellable condition. Please make sure you read our assembly instructions carefully and use the recommended tools. If you do need any help from us please contact us here

How long do I have to return a product?

If you’re wondering how long you have to return a product, keep in mind there are two different categories for returns. 

 For Change of Mind returns, you have 30 days from receipt of your order. 

For claims under Mocka’s Warranty, you have 365 days from receipt of your order. 

 Remember, your Consumer Guarantee Rights last for a reasonable period. 

When will I receive my replacement item/credit/refund?

If it’s time for us to credit, refund or replace an item, and you’re wondering how long it will take - don’t worry we’re on it! As soon as we receive your returned product at the warehouse, we’ll start our process. Once the return has been approved you will receive an email with the information about how your return is being processed. Please note all returns will be processed to the original payment method and only to the original purchaser. 

Can I return my Package Deal?

Yes, you can return your Package Deal, but there are some things you need to know first.  

  1. If you are returning the complete package due to a change of mind all items must be unused and in their original condition.   

  2. If you are returning an item within the package due to a change of mind, it will be processed at the discounted price less the package discount. This price will differ from the current retail price as the item was purchased at the discounted package price and the package will no longer be applicable. 

  3. All products being returned for a change of mind must be in perfect condition, in their original packaging and shipping fees will be at the cost to you. 

Mocka's Warranty

Mocka offers a 365-day warranty on all our products. We will either credit, replace, or refund the original purchaser in line with this warranty. The warranty covers all manufacturing faults and defects. However, it does not cover wear, and tear or damage caused by use, accident, or failure to follow instructions. Please note any modifications made to the product will void the warranty. Our warranty is valid for 365 days from receipt of your order and is only valid for the original purchaser of the product. 

 

Where Mocka has replaced or refunded within warranty there is no obligation to collect the item or provide compensation for parts/boxes. 

 

The benefits provided to the consumer by Mocka’s warranty are in addition to other rights and remedies available to the consumer under the Australian Consumer Law. Remember, your Consumer Guarantee Rights last for a reasonable period, which will depend on the circumstances including the nature of the product, any representations made in relation to the product and how the product was used. 

 

Our 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. 

 

If you have a warranty claim, please contact us [insert contact us form] with the following information so we can resolve this for you: 

  • The original order number. 
  • The name of the product. 
  • Some photos and/or videos showing the issue as best you can. Please include the item and carton photos. 
  • The batch number is the magic number! It’s the best way to ensure the replacement parts will fit your model. You can find this on the outer packaging of the item itself, hint: it’s a printed number in black writing that starts with the letter 5  
  • Which panel(s) and/or hardware were affected, using the assembly instructions that were attached. Please include the panel numbers and quantity. 

Care Instructions

We want you to enjoy your Mocka product for as long as possible. Here are some essential tips for caring for your pieces. 

 For all furniture items:  

  • Remember to remove all liquid/food spills immediately with a dry cloth.  

  • When moving an item, please make sure to always LIFT the item and carry it into place – do not drag it.  

  • It’s also a good idea to regularly check and tighten hardware if needed, as it’s possible for flat-pack items to wear loose over time.
     
  • Furniture warning stickers on certain units are required to inform our customers on proper care and use. We recommend keeping these stickers on to ensure proper use of the item. We are not responsible for any damage caused by removing them, specifically a sticky residue or tearing of the finish. 

 

For all fabric items:  

  • Please take a look at the specific care instructions on the website product page and care labels on the items themselves, as each fabric is very specific. 

Your consumer guarantee rights

In the case of faulty items purchased from Mocka, any related return and refund rights we offer you will apply in addition to and do not limit, other rights and remedies you may have under law, including the Australian Consumer Law. 

Here’s what to do if you identify a faulty item: 

  • within warranty for that item, you can contact us for return information.
  • outside the return window for that item please contact us here as you may still be entitled to store credit, replacement (where available), or refund.

 When possible, please notify us of faulty items within 30 days from receipt of delivery. 

Don’t worry, faulty items do not have to be returned in their original packaging, but they must be packaged appropriately to avoid damage during the return shipping process.  

Additional factors such as age, price, the item's condition, and the disclosures made about the item may be relevant to your return and refund rights under the Australian Consumer Law. 

General Info

Do you have a retail shop where I can view products?

To keep prices down, we are online only so we currently do not have a retail shop. We have ensured that full details of each product are included on our website, so that you can make an informed decision when purchasing.

We offer a 30 day money back guarantee, so that in the unlikely event that the product you order is not what you want, you are welcome to return it, no questions asked.

Do you pre-order products or take back orders?

Occasionally we will place selected items on pre-order, meaning you can pay for them in advance and we will reserve the stock for you. When this feature is available, we will clearly identify this on the product page.

Please note that if you order multiple items on an order which includes a product on pre-order, the whole order will be held until the pre-ordered item has arrived. If you would prefer to receive the other items sooner, please place a separate order for these.

Can I purchase or redeem a gift voucher?

Gift vouchers are available for purchase online here. All Mocka gift vouchers are emailed instantly to the recipient, so we do not post physical gift vouchers to you. If you wish to redeem a gift voucher, you can use your gift voucher code during the checkout process. It is possible to use more than one gift voucher to complete a purchase. If you have any issues purchasing or redeeming a gift voucher, please email us at hello@mocka.com.au.

Is it possible to receive regular information via email about Mocka’s latest products and special offers?

Yes, you can sign up via the subscription box in the footer below to receive our free email newsletters and to receive information on Mocka’s latest products, special offers and product updates. Simply enter your email address in the footer and you are instantly subscribed! You can also follow us on any of our social media pages such as Facebook, Instagram or Pinterest! We do run special promotions specifically for our social media followers from time to time so it does pay to join!

Can I cancel my Mocka email newsletter subscription?

Yes you can easily cancel your email subscription by following the simple instructions at the bottom of each newsletter or email.

What if I purchased a product on pre-order?

Our products are popular and they often fly out the door very fast.

When we know we have products arriving in the not-too-distant future, we like to let you know and give you the opportunity to pre-order/backorder that product so that you do not miss out when the product arrives. When product that has been pre-ordered arrives, we always aim to dispatch it to you on the same day. While we put estimated delivery dates for arrival of pre-ordered products on our website, these dates can change as delays can occur that are out of our hands. Sometimes products arrive earlier and occasionally they arrive later than our original estimated date. We apologise for any inconvenience that this may cause, but if you are ordering by backorder please do not rely on it being there by a specific date we prefer to under-promise and over-deliver so the greater risk is that items will arrive sooner than indicated on our website.

How do I use the 'View In Home' feature?

We are currently trialling new augmented reality function on selected products. If you see a 'View In Home' button on product pages when looking at the site on a mobile device, you can click on this button to see a 3D virtual model of the product, superimposed onto your screen.

This feature will work on most modern mobile devices (2017 upwards), if you cannot get it working you may need to update your software to the latest version in order to view the 3D model.

Please note that products may not be 100% accurate in terms of materials and specifications, the 3D models are purely to give you an idea of size and style of the item relative to your own home's dimensions.

Product Info

What happens if a product I want is out of stock?

If a product is out of stock, we will try to restock it as soon as possible. If we have confirmed details for the date when the product will be available again, we will include these details on the product page on our website. In some cases, we will also allow you to submit your email on the product page, and when the product returns to stock you will be emailed to notify you that the product is available.

Please be aware we do not accept pre orders unless advertised on the specific product page.

Will I receive the same product that I see in the photo?

Great care has been taken to ensure true accuracy of all product colours shown on our website. We only photograph the genuine item that you will receive. However please note, colours, shades and wood grains can appear different on your computer or phone depending on your personal colour settings.

Will I have to assemble my product when it arrives?

Please be aware that most of our products require assembly as they are sent flat-packed to minimise damage in transit. We include assembly instructions both in the box and also online on the product information page if you require a digital version. Please note any charges incurred by hiring a third party to complete assembly is at your own expense.

Will my products match each other?

Our product ranges are designed to match each other within a given range (e.g. a Jesse Bedside Table will match a Jesse Entertainment Unit), however products purchased from different ranges will not match each other. In particular, our 'natural' tones can differ between ranges, so please be aware of this when purchasing products across different ranges.

Are product dimensions available?

All our assembled product dimensions are available on the individual product pages. The heights are inclusive of the legs. This will help you to work out if a particular product will fit in your home!

Can I exchange or swap out an item in a package deal?

All our package items are fixed and cannot be swapped out or exchanged with any products not already listed as an option on the website page.

Can I pre-order a Package?

At this stage, Packages are not available for pre-order. If an individual item within a Package is currently available for pre-order, this item will appear as 'Out Of Stock' on the Package selection page.

Care Instructions

- For furniture items: Remove all liquids/food spills immediately with a dry cloth.

- For all fabric items: Please see specific care instructions on the website product page and care labels on the items themselves.

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