Shipping & Delivery
Where can I receive my order?
We can send your items to most physical addresses within mainland Australia (including Tasmania). Unfortunately we are unable to ship to these postcodes 0830, 0832, 0835-899, 2015, 2898, 2899, 3465, 3880, 3921, 4025, 4183, 4184, 4470, 4801, 4803, 4819, 4825, 4874, 4875, 4892, 5222, 5223, 5641, 5671, 5723, 5724, 6290, 6430, 6432, 6442, 6450, 6479, 6525, 6530, 6535, 6712, 6713, 6714, 6720, 6721, 6722, 6725 - 6728, 6733, 6743, 6751, 6753 - 6765, 6798, 7467, 0822 or any islands (eg – Thursday Island, Rottnest Island, Lord Howe Island etc). Please note - there are some rural areas that our courier contractors cannot deliver to. In this case, your goods will be delivered to the nearest town for you to collect.
If delivery is to an apartment complex, please note - delivery is to the ground floor only. Couriers will not deliver goods up lifts or stairs due to Health and Safety reasons.
All deliveries do not require a signature on delivery, please ensure you select the most suitable option from the 'Additional Delivery Instructions' provided on the checkout page when completing your order. We cannot accept any responsibility for packages instructed to be left at an address, which are then removed/lost/stolen/damaged. Please be aware the couriers will not call prior to delivery.
We use a courier service who deliver the packages between Monday to Friday only and we are unable to specify a time frame as this is dependent on the courier schedule. The couriers are not issued with work phones, so cannot call before or during delivery. Please note we are unable to deliver to a Post Office Box, Parcel Locker, Parcel Collect or Private Mail Bag.
How long will my order take to arrive?
Please be aware that there are some minor delays in our courier networks at present, due to social distancing requirements. Please allow 1 – 4 additional days for your order to arrive during this time.
Your order is dispatched from Brisbane in Queensland. The approximate delivery time to main metro areas of NSW, VIC and QLD is 4-6 working days. However please allow these approximate transit times for outer areas, SA 7-9 working days, TAS 7-9 working days, WA 10-14 working days & NT 12-14 working days.
Please note that these are estimated shipping times only once your order has been dispatched - actual shipping times may vary.
We will always endeavour to send them to you as soon as we possibly can, usually within 24-48 hours of confirmation. Please note that if you order during a sale or during a public holiday period, dispatch can sometimes be delayed by a short period due to high volumes.
Deliveries are made by our courier Monday through Friday only. Stated delivery times are industry averages as provided by our carriers. Delays may occur during holiday and peak periods or extreme weather conditions. Remote deliveries are subject to local transport schedules and may encounter some delays.
Current delivery procedures
Our transport networks have implemented procedures at present to help reduce unnecessary contact between delivery personnel and customers. If you are comfortable with your order being left at your property without a signature, please select one of our 'Authority To Leave' options during the Checkout.
If you do need to sign for an order, our delivery providers have non-contact options available to minimise your risk.
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 hours of receiving them. If you know you will be away on holiday or are moving house etc, please advise us of an alternative delivery address so we can dispatch immediately.
Can I change my delivery address after ordering?
Due to the high volume of orders and stock movement in our warehouse, once your order is sent for processing we are unable to amend or make changes to the delivery address. We can however assist with providing contact details of your courier so you are able to liaise with them directly with any changes. Please note - some couriers may charge extra fees for delivery address changes.
How much do I pay for delivery?
Delivery fees are based on the product purchased and the delivery address postcode. We have provided a shipping estimate box on all our product pages. If your chosen product has colour choices, please select the colour you would like from the drop down menu (just click the colour - you do not need to add to cart) and then enter your postcode in the shipping calculator located underneath.
If you wish to purchase many different items, simply add all the items to your shopping cart, enter your full address and the shipping charges will show on the right side of the checkout.
Can I track my order?
All products are dispatched via track and trace courier. When your order is dispatched you will receive an email from us confirming that your order has been dispatched and advising your tracking number which will link to our courier’s web page so that you can keep an eye on progress. If you have not received your tracking email yet, please check your Spam folder first as sometimes these emails can end up in the Spam folder.
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 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 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 we currently only ship products sold at mocka.com.au to Australian addresses. If you wish to have your order sent to a New Zealand address, please purchase 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 email@example.com
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 firstname.lastname@example.org.
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
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 & Exchanges
Can I return my product?
Yes! Mocka offers all customers a 100% no questions asked money back guarantee (subject to the terms below).
We want you to be 100% happy with your purchase. If you change your mind about a product purchased or simply wish to return it, you are welcome to do so for a full refund (less shipping costs). The only conditions applying to change of mind returns are as follows:
- All returns must be unused and in their original condition (including all original protective packaging).
- You must complete your return within 30 days of the date of your order and you are responsible for arranging the return and all related costs.
- The only products that cannot be returned are products marked 'Clearance' or 'Seconds'.
- The original shipping costs to you are not refunded.
- For hygiene reasons we do not exchange or refund Quilts/Duvets, Pillows, Mattress Protectors, Pet Beds or Mattresses for change of mind. Please ensure you select these products carefully before purchase.
Please note - our Distribution Centre in Brisbane does not have public access. All returns must be made via a courier service.
How do I return a product?
If you wish to return a product, please contact us at email@example.com and ask for a Returns Form. Please attach the completed Returns Form to the outside of each product being returned. If you cannot print the Returns Form, please attach a note to the outside of the product, including details of the customer name, email address, delivery address, telephone number and order number.
Send all products being returned to the delivery address stated on the Returns Form. Keep a record of your return shipment until you have received your replacement, credit or refund. We suggest that you return your product(s) using a tracked service.
Follow this link for further info: https://www.mocka.com.au/returns-exchanges.html
What should I do if I receive a faulty product?
If you receive a damaged or faulty product, please email us at firstname.lastname@example.org and include the following information (so we can resolve this for you quickly):
- The original order number.
- The name of the product.
- The batch number on the outer packaging - this will be a six digit number starting in 8***** or an eight digit number starting in 100 or 5000. Locating the batch number will ensure the replacement parts will fit your model.
- Panel(s) numbers and/or hardware affected as per the assembly instructions.
- Photos and/or video showing the issue as best you can.
Please note that if you proceed to 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 require you to hold onto all packaging until any issues associated with faulty or damaged products are resolved. Couriers will be unable to collect a fully or partly assembled product for transport. Any product returned to us must be transported in suitably protective outer packaging and in a manner adequate to withstand the ordinary risks associated with transport. Any loose products will be rejected by the courier.
Mocka offers a 365 day warranty on all of our products. Mocka will, at its discretion, repair, replace, credit or refund the original purchaser in satisfaction of this warranty. This warranty covers all manufacturing faults and defects. It does not cover wear, tear or damage caused by use, accident or failure to follow care instructions. Any modifications made to the product will void the warranty. This is valid for 365 days from the date of the order and is only available to the original purchaser of the product only.
Under no circumstances will Mocka be liable for any costs (including indirect and consequential loss) over and above the original purchase price. For example, any charges you incur as a result of hiring a third party to complete assembly or disassembly for you, is at your own expense.
Your consumer guarantee rights
Mocka is committed to complying with Australian Consumer Law. The benefits provided to the original purchaser by Mocka’s warranty are in addition to other rights and remedies available under the law. Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. Mocka may elect to repair or replace the products if they fail to be of an acceptable quality and the failure does not amount to a major failure.
How long do I have to return a product?
All change of mind returns must be received by us within 30 days of the date of your order. Claims under Mocka’s warranty must be made within 365 days of the date of the order.
Your consumer guarantee rights last for a reasonable period.
Do I have to pay anything to return my products?
You are responsible for arranging the return of the product to us (including all postal or courier charges).
For change of mind returns, if the product(s) returned is not in its original packaging, then if we decide to accept the return, we may deduct $20 per carton to replace the packaging from the amount to be refunded or the value of the exchange.
When will I receive my replacement item/credit/refund?
We will endeavour to process your returned product as soon as we can once it is received at our warehouse. Once the return has been approved you will receive an email advising how your return is being processed.
Can I return my Package Deal?
Where a group of products are purchased as a set or Package (where the total price is reduced as part of the purchase of the products in the overall package) and you wish to make a return of one or more of these products for a change of mind, you must return all products included in the Package.
As per our returns policy above, all products being returned for a change of mind must be in perfect condition and in their original packaging.
Can I return Seconds or Clearance products?
Products marked 'Clearance' or 'Seconds' cannot be returned due to change of mind, as per our Returns policy.
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 email@example.com.
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.
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.
How do I recover my forgotten password?
If you have forgotten your password you may have your password reset by following the onscreen instructions in the log-in section. Enter your email address and we will send you an email confirming your new temporary password.
Can I update my personal information?
You are welcome to update your personal details, including changing your email address, password, phone number and delivery address details any time when logging in to our website using your email address. Please be aware changes will not apply to any existing orders, only to future orders placed under that account.
You are also welcome to email us any time to request your removal as a customer on our site. Simply email us at firstname.lastname@example.org.