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Shipping & Returns

The journey: from shopping cart to doorstep.

Keep in mind these are estimated shipping times from when your order leaves our warehouse and shipping times may vary.  

We dispatch all orders from our Brisbane Warehouse on standard weekdays within 3 business days. If you do have multiple items in your order, these may become separated in transit resulting in multiple deliveries to your home, to complete the order.  

Below are our approximated delivery times, by region, once your order is dispatched:  

State : Approx Delivery time

QLD, NSW, VIC:2-7 business days.

WA & NT: 6-12 business days

SA: 3-9 business days.


TAS: 5-10 business days.

 

In some cases, there may be delays, this could be caused by extreme weather conditions, or during holiday and peak periods. Remote, rural or regional deliveries, rely on local transport schedules.

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

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

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.

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.

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.



a) All returns must be unused and in their original condition (including all original protective packaging). Packaging must be unopened.


b) Shipping costs to return the product/s are at your own expense.


c) 'Clearance' or 'Seconds' items cannot be returned.


d) 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.



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.

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.

Products marked 'Clearance' or 'Seconds' cannot be returned due to change of mind, as per our Returns policy.

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.  

Rest assured your order is covered by a 365-day warranty, to initiate a claim we'll need the following:

  • The original order number.
  • The name of the product.
  • Use the assembly instructions included to confirm the specific quantity, panel(s) and/or hardware affected. 
  • Include photos and/or a short video showing the issue as best you can. 
  • If this has arrived damaged, we'll also need a photo of the outer packaging to report back to our transport team. 
  • The batch number is the magic number! You can find this on the original outer packaging or on the item itself, hint: it’s a printed number in black writing that starts with the letter 5.

 

Once you have gathered all necessary information, you can contact us here

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. 

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. 

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.  

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

Your order number, or full name / email address the order was placed under.  

A clear photo showing the white address label - double check our transport team haven't incorrectly delivered the wrong order! 

A photograph of the entire incorrect carton, we'll need to see the product name clearly visible. 

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. 

We ship to most physical addresses in AU. You have the flexibility to receive your order at your home or business address, for your convenience. 

It's important to note that we offer a standard delivery service, if your delivery is destined for an apartment complex, be aware that our couriers can only deliver items to the ground floor. This policy is in place for Health and Safety compliance, as deliveries involving lifts or stairs are not feasible.

In certain instances, there are remote rural areas that our courier partners may not be able to access. In such cases, your goods will be directed to the nearest town where you can arrange for their collection. We are unable to facilitate deliveries to Post Office Boxes, Parcel Lockers, Parcel Collect locations, or Private Mail Bags.

We exclusively provide an "Authority to Leave" delivery service and do not offer a "Signature on Delivery" option.  

With this approach, no signature is required upon delivery. If you happen to be unavailable at the time of delivery, rest assured that our couriers will take all necessary precautions. They will either secure the goods in a safe location, transport them to the nearest depot for your collection, or leave an "Attempted Delivery" card for your reference. 

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. 

Unfortunately, we cannot accept any responsibility for packages that are removed/lost/stolen/damaged that were left at an address. 

Our delivery fees are determined