Need help now? We have listed some of our
frequently asked questions below.
If you’re still
needing help, feel free to contact one of our
customer support team.
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?
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 or already discounted products, package deals, pre-order items, or to purchase gift vouchers and cannot be used 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 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.
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.
Does Mocka provide any warranties on its products?
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.
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.
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.
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.
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.
What should I do if I receive a faulty product?
If you receive a damaged or faulty product, please email us at email@example.com 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.
Follow this link for further info: https://www.mocka.com.au/returns-exchanges.html
What should I do if I receive the wrong product?
Can I swap items in a Package?
No. We do not allow products to be swapped or replaced to make up a Package. Some options may be selected within certain packages (i.e. choosing a colour option from a defined list), however this will be clearly communicated on the Package page where it is available.
Can I Pre-order products?
How long will it take my Pre-order to arrive?
The Furniture warning stickers on certain units are a requirement to inform customers on proper care and use. We would advise this not to be removed to ensure proper use of the item.